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Avaya 74970X Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Channel and Workspace Troubleshooting | 25% | - Oceana IX Workspaces and agent tools - Voice, Email, Webchat, SMS channels - End-to-end tracing and resolution |
| Topic 2: Integration and Best Practices | 10% | - Support methodologies - Known issues and resolution guidelines |
| Topic 3: Maintenance and Administration | 15% | - Omnichannel DataStore management - Backup and restore procedures - Health checks and routine operations |
| Topic 4: Avaya Oceana Solution Overview | 20% | - Architecture and core components - Interoperability with Avaya Aura - System interfaces and workflows |
| Topic 5: Troubleshooting Avaya Oceana Core | 30% | - Log analysis and tracing tools - Monitor Portal and diagnostics - Breeze, ACM, AAEP and licensing issues |
Avaya Oceana® Solution Support Sample Questions:
1. When describing the Avaya Oceana Monitor, which cluster will have a monitoring snap-in installed that will create a web socket subscription service to feed statistics?
A) OCP cluster
B) Each cluster
C) UAC cluster
D) Common Component cluster
2. Which two log files are used to troubleshoot CSC-AES connection problems? (Choose two.)
A) /var/log/Avaya/services/CustomerControllerService
B) /var/log/Avaya/dcm/pu/CallServerConnector
C) /var/log/Avaya/services/CallServerConnector
D) /var/log/Avaya/dcm/pu/AgentControllerService
3. To check Context ID in Context Store for the Avaya Aura Experience Portal record, which two tools can be used to run queries on Context Store? (Choose two.)
A) CS TOOL
B) POSTMAN
C) Web Browser
D) SERVICE MAP
4. 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 Control Manager Agent username and password
C) Avaya Breeze Authorization Service and Avaya Communication Manager extension and password
D) Avaya Breeze Authorization Service and Avaya Communication Manager Agent username and password
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 enterprise workflow model to orchestrate the omni-channel Interaction flow.
C) It is an engine for tracking and maintaining the end-to-end context of Omni-channel interactions.
D) It is an agent selection component based on attribute matching across all channels.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A,C | Question # 3 Answer: A,C | Question # 4 Answer: D | Question # 5 Answer: A |
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