46152T Avaya Midsize Solutions Sales Practice Questions
Prepare for 46152T with more than an answer.
- Level
- Sales Readiness Associate
- Valid for
- 2 years
Domains covered on the exam 5
- Avaya Midsize Solutions Overview20%
- Avaya IP Office Platform30%
- Avaya Contact Center Select25%
- Avaya IX Workforce Engagement Select15%
- Sales Process and Solution Positioning10%
- 1
A utility company uses Avaya Contact Center Select for its 120-agent call center. During storm outages, call volume spikes dramatically. The company wants to implement a system where non-critical calls (e.g., billing inquiries) are given a lower priority than emergency outage reports, even if the billing calls arrived in the queue first. Which routing mechanism within Contact Center Select should be configured to handle this variable call prioritization?
sequenceDiagram participant C as Customer participant IVR participant ACCS as Contact Center Select participant A as Agent C->>IVR: Call In IVR->>C: "Press 1 for Outage, 2 for Billing" alt Outage Report C->>IVR: Presses 1 IVR->>ACCS: Route Call (Priority 1) ACCS-->>A: Deliver High-Priority Call else Billing Inquiry C->>IVR: Presses 2 IVR->>ACCS: Route Call (Priority 5) ACCS-->>A: Deliver Lower-Priority Call endShow answer details
Correct answer: C
The core requirement is to allow certain calls to be handled before others that have been waiting longer. This is the definition of Priority Queuing. By assigning a higher priority level (e.g., 1) to the emergency outage calls and a lower priority (e.g., 5) to billing calls, the system will always present the high-priority calls to available agents first, regardless of arrival time. This is critical for managing service levels during emergencies.
- 2
A midsize law firm, "Legal Eagles LLP," has 120 attorneys and 60 support staff located in a single, modern office building. They rely heavily on phone communication with clients, courts, and opposing counsel. Their current phone system is unreliable and lacks modern features. The managing partners want a new system that enhances client service and improves staff productivity.
The primary requirement is a highly reliable unified communications platform that provides advanced features like voicemail-to-email, mobile twinning (simultaneous ringing of desk and mobile phones), and multi-party ad-hoc conferencing. They also want a simple "receptionist" console for their two front-desk staff to manage the high volume of incoming calls efficiently.
A secondary, but important, requirement comes from the firm's compliance officer. All calls related to specific high-stakes litigation cases must be recorded for archival and discovery purposes. However, they do not need to record every single call for every attorney. They need a selective, on-demand recording capability that an attorney can invoke during a call.
Which Avaya solution bundle best fits the specific needs of Legal Eagles LLP, balancing advanced UC features with targeted, on-demand recording?
Show answer details
Correct answer: B
This is the ideal solution. IP Office Preferred Edition is perfect for a single-site deployment of this size (180 users). It includes the necessary UC features like twinning and conferencing. Crucially, the included Voicemail Pro application provides not only voicemail-to-email but also the selective, user-invoked on-demand call recording that perfectly meets the firm's specific compliance requirement without the need for a full workforce engagement suite.
- 3
An administrator for a multi-site IP Office network needs to ensure that if the primary WAN link between two sites fails, calls can still be routed over the public internet via a backup connection. What IP Office feature enables this automatic re-routing of calls over an alternate path?
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Correct answer: A
Alternate Route Selection (ARS) is the core routing engine within IP Office that determines how outbound calls are handled. Administrators can configure ARS with multiple routes for the same dialing pattern. If the primary route (e.g., the private WAN link via SCN) becomes unavailable, ARS will automatically failover and attempt to send the call via the next programmed route, such as a SIP trunk over the public internet.
- 4
What is the primary target market, in terms of employee size, for the Avaya Midsize Solutions portfolio centered around IP Office?
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Correct answer: C
The Avaya Midsize Solutions portfolio, featuring IP Office Server Edition and Contact Center Select, is specifically positioned to serve the needs of businesses typically ranging from 100 to 1000 employees. While the platform can scale up to 3000 users, this range represents the core mid-market segment where the solution's feature set, scalability, and price point are most competitive.
- 5
A contact center manager is struggling with high agent attrition. They believe agents are becoming disengaged and want to implement tools to provide better coaching and performance feedback. Which component of the Avaya IX Workforce Engagement Select suite is specifically designed to address this challenge?
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Correct answer: C
The problem described is agent performance and engagement, which can lead to attrition. The Quality Monitoring and Coaching module directly addresses this by providing a structured framework for supervisors to evaluate agent interactions, create scorecards, and deliver targeted, constructive feedback. This process helps agents improve, feel supported, and become more engaged in their roles.
- 6
A midsize manufacturing company with 250 employees across three sites is upgrading its legacy phone system to Avaya IP Office Server Edition. They have a significant number of floor managers who are highly mobile within the facilities. The key requirement is to ensure these managers can receive and make business calls on their personal smartphones without exposing their personal numbers. Which Avaya component is essential to meet the mobile floor managers' specific requirement?
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Correct answer: C
The Avaya Workplace Client is the modern softphone application for mobile devices (iOS/Android) and desktops that allows users to make and receive business calls using their work extension on any device. This meets the requirement for mobile managers to use their personal smartphones for work without revealing their personal mobile number. The Web Client is browser-based, one-X Portal is an older application, and the ASBCE is a security component for remote connectivity, not the user-facing client itself.
- 7
A prospective customer for Avaya Contact Center Select wants to ensure that incoming customer emails are handled with the same priority and routing intelligence as voice calls. What core capability of Contact Center Select addresses this need?
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Correct answer: B
The Universal Queue is the fundamental feature of Avaya Contact Center Select that allows different media types (voice, email, web chat, SMS) to be managed within a single routing engine. This ensures that all customer interactions, regardless of channel, are subject to the same business rules, skills-based routing, and prioritization, providing a consistent customer experience.
- 8
A sales consultant is meeting with a 400-employee healthcare provider that operates a central clinic and several smaller satellite offices. The provider's primary pain points are inefficient communication between sites and the inability to easily transfer patient calls. Which key value proposition of the Avaya IP Office platform directly addresses this challenge?
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Correct answer: C
The customer's core problem is fragmented communication across multiple locations. The Avaya IP Office platform's ability to use Small Community Networking (SCN) to link up to 150 sites is the direct solution. This creates a single, unified communication system with a consistent dialing plan, centralized voicemail, and seamless call transfers between any locations, directly solving the stated pain points.
- 9
A financial services firm with 80 agents is implementing Avaya IX Workforce Engagement Select to meet stringent compliance regulations, including PCI-DSS. The firm needs to record all calls for liability but must prevent sensitive cardholder data from being stored. Which TWO features should the sales specialist highlight to address this specific compliance requirement? (Select TWO)
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Correct answer: B, E
Pause-and-resume APIs allow the recording to be temporarily stopped (paused) when sensitive data is being exchanged and then started again (resumed) afterward. This is a common method for achieving PCI-DSS compliance.
Automated muting or masking is a more advanced feature that automatically detects when sensitive data is being entered (e.g., on a payment screen) and masks or mutes the audio and video recording for that specific portion of the interaction, preventing the data from ever being captured.
- 10
During a discovery call with a midsize retail company, the IT director mentions they are considering Microsoft Teams Phone as a potential solution. What is the most effective competitive positioning strategy for the Avaya sales representative to take?
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Correct answer: C
The most successful strategy when competing with Microsoft Teams is not to propose a full replacement but to position Avaya IP Office as a complementary solution. Acknowledge the customer's investment in Teams for collaboration and highlight IP Office's strengths in enterprise-grade telephony, resiliency, advanced call routing, and native contact center integration. Proposing an integration or 'better together' story is more effective than a direct confrontation.
