3301 - Avaya Aura Contact Centre Maintenance & Troubleshooting Exam
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What is the maximum recommended CPU utilization for SIP-based Contract Center manager Server (CCMS)?
CPU utilization must not exceed an average of 70% over any 30-minute interval.
While troubleshooting issues sending e-mail from a Contact Center Multimedia (CCMM) server you encounter the following error in the tmailManager.log file: javax.net.ssl.SSLHandshakeException: Could not find trusted certificate. What is the cause of the error?
The SMTP server requires SSI, but SSI is not configured on the CCMM server.
While Investigating an Issue with an Avaya Aura Contact Center (AACC) Contact Center Manager (CCMS), you discover that the Task Flow Executor (TFE) frequently restarts. In an effort to discover the cause of the restarts, you decide to review the TFE log file. Which file contains the most recent TFE logs.?
You have completed s single, non-replicated nodal Contact Center Multimedia (CCMM) Installation, hut after configuring the License Manager and rebooting the server, you are seeing licensing errors in OR CCMM server's event log. You review the licenses file installed on the license Manager to verify that the proper licensing is in place for CCMM. Which licensed feature must be present in the license file to enable CCMM?
At an elevated level, engineers have designed the architecture ol SH' around ttv<> varlel les of component s. Which SIP component is comprised of two subcomponents, where one component initiates SIP the other component responds to requests?
SIP Gateway Manager
You are configuring .111 ODBC data source for use with the Database Integration Wizard (DIW) on M Contact Center Manager Server (CCMS). You have installed l he ODBC driver for the database and created a Data Source Name (DSN) for the database using the ODBC Data Source Administrate on the CCMS server. You have tested connectivity using the ODBC Data Source Administrator and are able successfully connect using the database login ID and password. However, you cannot see the database within the Database integration Wrzard. What is one potential cause of this problem?
You created the ODBC DSN using the 32-bit version of the ODBC Data Source Administrator. The Database Integration Wizard can only function correctly with DSNs created with the 64-bit version of the ODBC Data Source Administrator.
You have uploaded a new license file containing additional features to the Contact Center Manage Server (CCMS) and updated the License Manager with the new licenses. However, the new features are not accessible in Contact Center Manager Administrator (CCMA). What should you do next to make the new features available in the Avaya Aura Contact Center (AACC)?
Restart each component to force it to renew its license with the License Manager; the features will be automatically enabled when the license is renewed.
Real-time displays on a standalone Contract Center manager Administration (CCMA) are not being updated with data. You suspect that the CCMA server is not receiving real-time data from the Contact Center Server (CCMS). Which tool on the CCMA server can he used to determine whether real time data is being received from CCMS?
Which two visualization technologies are supported for Avaya Aura Contact Center (AACC)? (Choose two.)
VMWare vSphere 4.0
You are preparing to install Quick Fix Engineering (QH-) patches on the Avaya Media Server (Avaya MS). Although you are performing the work during a scheduled maintenance window, there are active calls the Avaya MS system. You wish to wait until all currently-active calls in the Avaya MS have completed before installing the QFE patches. Which action must he perform to accomplish this?
Put the Avaya MS in "Pending Lock" mode.
You are experiencing issues with voice treatments being played to callers. You believe there may I problem with the Avaya Media Server (Avaya MS). Where would you go to find Avaya MS related errors?
the event logs located in D:\Avaya\Logs\MAS on the Avaya MS server
When attempting to log on to Contact Center Manager Administrator (CCMA) for the first time using internet Explorer 7.0, a new supervisor sees the message "ERROR:UNKNOWN!" on the login page. None the other supervisors report the issue, and you have logged onto CCMA yourself with the "webadmin" account and verified that it is functioning normally. What is causing this problem and how should it be corrected?
The CCMA server does not have a Windows Language Pack installed for the language assigned to the supervisor's account in Access and Partition Management. You must either install the appropriate language pack or change the supervisor's language to a language that does have Windows language pack installed.
In the design architecture of SIP, there is a logical entity that is capable of receiving delivery of Subscriptions, caching subscription conditions, and then causing transmission upon status changes Which SIP component provides these services?
User Agent Client
You are in the process of migrating an Avaya NHS Contact Center Multimedia (CCMM) 6 0 server to a new Avaya Aura Contact (enter (AACC) CCMM 6 server. The old server remains a large number of e m attachments, which you must ensure are made available on the new server. What is the process for migrating the e-mail attachments to the new server?
While backing up the CCMM database, e mail attachments must be hacked up to the same location as the database. The backup location must be a mapped network drive.
When the agent attempts to log into the Avaya Aura Agent Desktop (AAAD) for the first time, an "Invalid Credentials" error message is displayed. What is the cause of the error?
The password set for the agent in Contact Center Multimedia (CCMM) does not match I password the agent is using in AAAD.
In a SIP-based Avaya Aura Contact Center (AACC) environment, voice calls are directed to the Contact Center Manager Server (CCMS) via route points. For voice calls to be directed to CCMS, where must route points be defined?
CCMS and the Session Manager
An administrator is attempting to modify an application within Contract Center manager Administration (CCMA) using the orchestration designer. When the administration launches the orchestration Designer the following error message error is displayed: ?Unabl et o cont act CC MA ser ver, verif yt hat t he ser ver i sf ull y confi gur ed and avail abl e. Seet he SCEl og for more information. ? What is one potential cause of this problem?
The CCMA server has not been added to the list of Trusted Sites in the administrator's Web browser.
In a SIP environment, which component of Avaya Aura Contact Center (AACC) performs call processing?
SIP Computer Telephony Integration (CTI)
You must change the hostname or the Contact Center Manager Server (CCMS) in an Avaya Aura contact Center (AACC) installation which contains only CCMS and Contact Center Manager Administration (CCMA). After changing the computer name on the CCMS server, what is the next step in the hostname change procedure?
Update the HOSTS file on the CCMA server.
You have downloaded a new Quick Fix Engineering (QEF) patch for the Avaya Media Server (Avaya MS). You must install the QEF patch on the Avaya MS server. What is used to install QFE patches on the Avaya MS?
the System Configuration > Software Update page in the Avaya MS Element Manager
Avaya Aura Contact Center Manager Server (CCMS) is host to the Contact Center Security framework certificate Store. In the procedures to Create a Certificate Store, once the store is created is also created. A characteristic of this certificate is that it contains__________.
a public key that is used in public - public key encryption
During installation of Contact Center Manager Server (CCMS) on a standalone server, an error message is displayed. The installation ultimately fails. What would you do to detect the cause of the installation error?
Examine the log files in C:\Avaya\Logs\Sysops.
The SIP CTI link between SIP Avaya Aura Contact Center (AACC) and Application Enablement Services (AES) employs secure communication. Which three objectives does secure communications commonly aim to achieve?
Confidentiality, Integrity, and Authorization
You must upgrade a contact center to Avaya Aura Contact Center (AACC) 6.x. The site is currently using Avaya NES Contact Center Rel 7.0 (CC7), with standalone Contact Center Manager Server (CCMS) Contact Center Manager Administration (CCMA), and Communication Control toolkit (CCT) servers the currently deployed software is Installed on Windows Server 2003 R2 standard Edition 32-bit x86, with Microsoft Service Pack 2 installed. You have verified that the existing servers meet the minimum hardware requirements for the site's deployment of AACC. What are the steps for performing an in-place upgrade from CC7 to AACC RIs 6.x, using the existing servers?
Make a complete backup of all CC7 data and configuration on each server. Install Windows Server 2008 as a clean installation (do not perform an upgrade). Install the AACC 6 software on each server and restore the CC7 data.
You need to enable additional debugging information for the Contact Center Multimedia (CCMM) Email Manager to resolve an issue. How would you do this?
Access the Application I vent log properties on the CCMM server and select the checkboxes for Verbose, Information, Warning, Error, and Critical under Event Level.
In a SIP based Avaya Aura Contact Center (AACC) deployment, which component supplies call treatment and call progress tones to external callers?
Contact Center Media Services
The C:\WINDOWS\system32\drivers\etc\hosts file on the Contact Center Manager Server (CCMS) contains multiple entries for each host. You have removed the duplicate entries by manually editing the file. What should you do next to completely resolve the issue?
Reboot the CCMS server.
You are installing Contact Center manager Administrator (CCMA) on a server that has been loaded from a prebuilt image joined to the customer ?s do mai n. The ser ver does not have a DVROM driven, so you are installing from a DVD image shared over LAN. During the installation, you encounter several error messages: -Run-time error -2147463168 (800005000) ? ASDI Err or; ani nvali d dir ect or y pat hna me was passed. -Script: D:\Avaya\Contract Center\CCMA ADAm\ADAmScripts\IceinstallADM.vbs; the server is not operational. Code: 8007293A -Error 0x8007203A on getObject method. The installation proceeds through the error messages and reports success. What should you do to ensure the integrity of the CCMA software installation?
Installation of active directory lightweight Domain Services (AD-LDS) may report transient errors when installed on a server that is already a domain member, but if the installation status indicated success, all CCMA components were installed correctly.
You want to install the Service Packs on your Avaya Aura Contact Center (AACC) co-resident server which contains Contact Center Manager Server (CCMS), Contact Center Manager Administration (CCMA), and Communication Control toolkit (CCT). You have downloaded the Service Packs from the Avaya website. How can the Service Packs he installed using the Contact Center Patch Manager?
Copy all Service Pack files to D:\Avaya\ServicePacks, then start the Contact Center Patch Manager. The new Service Packs will be automatically detected and offered for Installation.
A standalone Contact Center Manager Administration (CCMA) server was configured as a member of a workgroup prior to Installation of the CCMA software. After the installation was complete, the CCMA server was configured and tested; all Functions worked Directly. The site's network administrator ?s network administrator has added the CCMA server to a domain; users are now unable to log on to CCMA. What is the overall cause of this problem and how should you correct it?
Domain group policies are preventing the local IUSR_SWC account from accessing files and directories required by CCMA. You must grant the appropriate permissions for those files and directories to the local IUSR_SWC account.
In the Avaya Aura Contract Center (AACC) SIP environment, when a call is presented to an agent ?s telephone, the Avaya Aura Agent Desktop (AAAD) also alerts the agent to the incoming call. The call may be answered either via the telephone or AAAD. If the agent uses the AAAD to answer the call, which protocol is used between AACC and the switch to signal off-hook?
Which SIP component supports both H.323 and SIP protocol architecture, and which common media streaming protocol is supported?
Back to Back User Agent (B2BUA) with TLS
While troubleshooting a communication control (CCT) issue, Avaya support has requested an archive of all current CCT log files. How would you make an archive of the log files to provide to support personnel?
Run the Log Archiver utility on the CCT server and click the "Archive AM Files Now" button on Settings tab. The archive will be available in the configured archive location.
You are unable to access the Communication Control Toolkit (CCT) Web Administration tool. When you click on the link in Contact Center Manager Administration (CCMA), your Web browser displays the message "Internet Explorer cannot display the webpage." What should you do next to begin troubleshooting the issue?
Ensure that IIS is properly installed and configured on the CCT server.
In Avaya Aura Contact Center (AACC), how do you create auto responses that address the most commonly received e-mail queries?
Enable "Keyword Reporting" for e-mail contactsinthe "E mail" tool in Contact Center Multimedia (CCMM) Administration, then use the "Keyword Frequency" tool to determine which keywords would be used to trigger new auto-responses.
What is the update frequency of the Contact Center Multimedia (CCMM) Dashboard?
The Dashboard refresh rate is configurable from 1-360 seconds.
You are In the process of installing the Avaya Aura Contact (enter (AACX) Contact Center Manager Server (CCMS) software. As part of the installation, the Platform Vendor Independence (PVI) utility run to determine it the target server meets the minimum specifications required for the CCMS software Installation. How does the PVI checker utility determine whether the server platform meets the minimum required specifications?
The PVI checker utility compares the server specifications to the minimum specifications calculated by the contract from the expected design capacity requirements entered by the installer.
Which two utilities can be used to uninstall Avaya Aura Contact Center (AACC) software? (Choose two)
the Windows "Add/Remove Programs" utility
the Windows "Programs and Features" utility
You are planning an Avaya Aura Contact Center (AACC) deployment. I he Information Technology department has requested that you specify host names (or the AACC servers. Whit h two hostnames meet the server naming requirements specified by Avaya and RFC 1123? (Choose two.)
Your department has installed a backup utility client application on your co-resident Contact Center Manager Server (CCMS) server. This utility uses port 10000 for network communications. After installing the utility and rebooting the server, you begin to have issued with the Avaya Aura Contact Center (AACC) system. What are the symptoms of this problem that you experience?
The Toolkit Name service fails to start and agents appear as "UNKNOWN" in real-time displays.
Which Avaya Aura Contact Center (AACC) historical report contains the time of arrival, Automatic Number Identification (ANI), answering agent, and final disposition for individual calls?
Contact Summary report
In a SIP enabled contact center deployment the Avaya Aura Unified Communications platform. Application enablement Services (AES) and Contact Center Manager Server (CCMS) connect over a communications channel using__________.
In an Avaya Aura Contact Center (AACC) multimedia environment with Communications Control toolkit (CCT), which NCCT service is not used in a SIP deployment?
In a typical incoming SIP voice call scenario, a customer call goes through the following sequence of steps: The incoming SIP call arrives at the switch. The switch routes the call to the Contact Center Manager Server (CCMS) based on the dialing plan What is the next step in the sequence?
The call is anchored on an Avaya Media Server (Avaya MS) conference port and an RTP session is] established.
You have installed an Avaya Aura Contact Center (AACC) with standalone Contact Center Multimedia (CCMM) and Communication Control Toolkit (CCT) servers. The CCMM server is a member of the SRVDOM1The CCT server is a member of the SRVDOM domain, the computers for the agents in the contact center are members of the CLIDOM1 domain. Agents are unable to log on to the Av,; Aura Agent Desktop (AAAD). Which domain configuration is necessary for AAAD to function properly?
The CCMM and CCT servers cannot be in separate domains; they must be Joined to the CLTDOM1 domain.
You are using the Communication Control Toolkit (CCT) Reference Client to troubleshoot issues with CCT in a SIP based environment. You have started up the Reference Client and connected using the Credentials of a domain account. The Available Desktop Devices list contains a single device, with red icon beside its associated address and status of "Acquisition Failure". According to the information presented in the Reference Client, what is the status of the device?
The address is not mapped to the domain account that you used to connect to CCT.
An agent is configured to handle e-mail multimedia contacts. The agent is able to receive, read, and reply to e-mails using the Avaya Aura Agent Desktop (AAAD). However, the agent cannot open attachments in inbound e-mails. What is a possible cause of this problem?
The agent ?s web br o wser i s not set f or t he corr ect char act er encodi ng.
Which windows Event Viewer folder contains Communications Control Toolkit (CCT) audit, error, and security log files?
Windows Event Viewer Logs\System
Which two Avaya Aura Contact Center (AACC) components are supported by the capacity Assessment Tool (CapTool)? (Choose two.)
Contact Center Manager Administration
Which two options are available (or controlling the generation of licensing alarms by a standalone Avaya Media Server (Avaya MS) (Choose two.)
Avaya MS Nodal Licensing alarms are disabled by default.
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