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Updated: Aug 23, 2026
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Avaya 33820X Exam Overview:
| Certification Vendor: | Avaya |
| Exam Name: | Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Exam 33820X |
| Exam Number: | 33820X |
| Available Languages: | English |
| Related Certifications: | Avaya Aura Call Center Elite Avaya Aura Contact Center Avaya Aura Platform Certifications |
| Exam Format: | Multiple choice, Scenario-based questions |
| Recommended Training: | Avaya Learning |
| Exam Registration: | Avaya Training & Certification Portal |
| Sample Questions: | Avaya 33820X Sample Questions |
| Exam Way: | Pearson VUE test center or online proctored exam (availability may vary by region) |
| Pre Condition: | Recommended knowledge of Avaya Aura platform fundamentals, call center concepts, and enterprise telephony architecture. |
Avaya 33820X Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Solution Design Considerations | - Security and compliance considerations - High availability and disaster recovery design - Capacity planning and performance tuning |
| Solution Overview | - Elite and Elite Multichannel positioning - Avaya Aura Call Center architecture overview |
| Call Center Elite Functionality | - Agent and supervisor features - Skill-based routing and queue design - Inbound and outbound call handling |
| Elite Multichannel Capabilities | - Digital engagement and routing strategies - Omnichannel interaction handling (voice, email, chat) - Customer experience design considerations |
| Operations and Support | - Monitoring and reporting tools - Best practices for ongoing maintenance - Troubleshooting methodologies |
| Integration and Deployment | - Deployment models and migration strategies - Third-party system interoperability - CRM and CTI integration |
| Core Architecture and Components | - Avaya Aura platform components integration - System scalability and redundancy design - Call routing and ACD fundamentals |
Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:
1. A customer with a large Contact Center needs a self-service landing pad for incoming calls to handle all the requests that don't require agent support, and also provide a means to fairly distribute agent-bound calls among multiple sites by using Avaya Intelligent Customer Routing (ICR).
When there are multiple Communication Manager (CM) systems, what allows ICR to connect to the PSTN and CM with Call Center Elite systems via SIP?
A) Avaya Oceana®
B) Avaya Aura® Session Manager
C) Avaya Aura® Media Server
D) Avaya Session Border Controller
2. Refer to the exhibit.
A customer wants Avaya Experience Portal as a software platform for supporting omnichannel automation applications, so they can create sophisticated voice and speech applications.
Which component shown in the exhibit is responsible for launching applications?
A) Application Servers
B) Media Processing Platform
C) Experience Portal Manager
D) IX™ Orchestration
3. Avaya enabled the automated installation of the Avaya OneCloud™ ReadyNow software. With each ReadyNow Solution, Avaya is delivering a pre-built golden image which includes the Avaya Virtual Machine applications or services.
Additionally, which program Is leveraged to automate the implementation of network, firewalls, and security container?
A) Capacity Planner
B) vCenter Manager
C) Avaya Maestro
D) Avaya Update Manager
4. Avaya Common Servers supported for new orders for Virtual Appliance Deployments of Avaya Aura® 8.1.x applications will be shipped with Dell Gen 10 servers using Intel Skylake processors. There are three (ASP 110, 120 and 130) variants of this Avaya Solutions Platform (ASP) that differ only in the way the software is loaded on the server, because the underlying hardware is the same.
Which two statements are true for the ASP 130? (Choose two.)
A) Standard VMware version (non-customized) is used.
B) Avaya provides tools to install/upgrade the VMware hypervisor.
C) Apps are installed, and host managed using vSphere web client or customer-provided vCenter server.
D) Remote upgrade of servers is supported, and site visit is not required.
5. Avaya Survey Assist is a multi-purpose application that allows you to easily create automated voice and SMS surveys. It supports full integration into the Avaya Experience Portal (AEP) and Proactive Outreach Manager (POM) for voice and SMS transactions.
Which two are current deployment options for Avaya Survey Assist? (Choose two.)
A) Upgradable Single Box
B) Geo-redundancy
C) Single Box
D) Cluster Mode
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: A,C | Question # 5 Answer: C,D |
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