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Avaya 74970X Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Support and Troubleshooting | - Log Location Analysis for Core Components - Troubleshooting UAC / UCM Connections - Debugging Email, Webchat and SMS Flow Issues |
| Avaya Oceana Solution Overview | - Engagement Designer (ED) Workflows - Role of Unified Collaboration Model (UCM) - Architecture and Core Components |
| Component Support Operations | - Call Server Connector (CSC) Support - Orchestration and Resource Controllers (ORC) - Unified Agent Controller (UAC) Support |
| Interaction Management | - Inter-component Interaction Routing - Interaction Logging and Tracing - WorkRequestIds, Context and Contact Identifiers |
Avaya Oceana® Solution Support Sample Questions:
Question 1
While troubleshooting web chat interactions, which snap-In service and PU logs must be checked from the Avaya Oceana Cluster#3?
A. WAlMRestService
B. ORCRestService
C. AgentControllerService
D. CustomerControllerService
Question 2
Which credentials does Avaya Oceana Workspaces use for Agent login?
A. Avaya Breeze Authorization Service and LDAP as Authentication Authority
B. Avaya Breeze Authorization Service and Avaya Communication Manager extension and password
C. Avaya Breeze Authorization Service and Avaya Control Manager Agent username and password
D. Avaya Breeze Authorization Service and Avaya Communication Manager Agent username and password
Question 3
An administrator logs in to ED admin console to check the current interactions status and finds an ED instance with Event Type "ROUTE_CONTACT_SMS".
How is the event type mapped to the SMS channel In Avaya Oceana?
A. The Event Type Is mapped to the SMS snap in name, which is configured in SMS Configuration through the Omni channel administration utility.
B. The Event Type is mapped to the workflow name, which is configured in SMS Configuration through the Omni channel administration utility.
C. The Event Type is mapped to the tag, which is configured in SMS Configuration through the Omni channel administration utility.
D. The Event Type is mapped to the route point, which is configured in SMS Configuration through the Omni channel administration utility.
Question 4
During the Avaya Oceana Email Channel Interaction processing, which component is responsible for creating the contact ORC component?
A. Omni channel Database
B. Email Service
C. UCM Spaces
D. Agent Controller
Question 5
Which statement describes the function of the Unified Collaboration Model (UCM)?
A. It is a normalized model for all resources and Interactions that provides states for resources and interactions.
B. It is an agent selection component based on attribute matching across all channels.
C. It is an engine for tracking and maintaining the end-to-end context of Omni-channel interactions.
D. It is an enterprise workflow model to orchestrate the omni-channel Interaction flow.
Solutions:
| Question 1 Answer: B | Question 2 Answer: D | Question 3 Answer: C | Question 4 Answer: D | Question 5 Answer: A |
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