Exam Name: Avaya Oceana® Solution Support Exam
Certification Provider: Avaya
Corresponding Certification: Avaya Certified Support Specialist
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Avaya 74970X Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Troubleshooting Avaya Oceana Core | 30% | - Monitor Portal and diagnostics - Log analysis and tracing tools - Breeze, ACM, AAEP and licensing issues |
| Topic 2: Maintenance and Administration | 15% | - Backup and restore procedures - Health checks and routine operations - Omnichannel DataStore management |
| Topic 3: Avaya Oceana Solution Overview | 20% | - Interoperability with Avaya Aura - Architecture and core components - System interfaces and workflows |
| Topic 4: Integration and Best Practices | 10% | - Known issues and resolution guidelines - Support methodologies |
| Topic 5: Channel and Workspace Troubleshooting | 25% | - Voice, Email, Webchat, SMS channels - End-to-end tracing and resolution - Oceana IX Workspaces and agent tools |
Avaya Oceana® Solution Support Sample Questions:
Which two statements describe what the Engagement Designer (ED) does while it is processing an Incoming Interaction from a chat contact? (Choose two.)
- A. ED sends a resource request to CS with chat attributes for a suitable agent.
- B. ED workflow requests chat attributes for the Context Id from C Store.
- C. ED sends a resource request to WA with chat attributes for a suitable agent.
- D. ED sends a resource request to WA and invites the agent to a chat room.
- E. ED sends a "create new contact" request to OCP snap-in.
A customer wants to take a backup of their email, Web chat and SMS interactions. Which Avaya Oceana component must be backed up?
- A. UCA Store Service Database Backup
- B. Omni store DB Controller Data Store
- C. UCM Data Collector Database Backup
- D. Omni store DB Database Backup
Agent Controller receives Information from the Omnichannel Resource Controller (ORC).
Outing the Email Flow processing, to which components does the Agent Controller feed the Information?
- A. UAC, Agent Workspaces and Omnichannel
- B. UCM Spaces, UAC, and Agent Workspaces
- C. UAC, Email Snap-In and Omnichannel DB
- D. UAC and Omnichannel DB
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 workflow name, which is configured in SMS Configuration through the Omni channel administration utility.
- B. The Event Type is mapped to the route point, which is configured in SMS Configuration through the Omni channel administration utility.
- C. The Event Type Is mapped to the SMS snap in name, which is configured in SMS Configuration through the Omni channel administration utility.
- D. The Event Type is mapped to the tag, which is configured in SMS Configuration through the Omni channel administration utility.
Which credentials does Avaya Oceana Workspaces use for Agent login?
- A. Avaya Breeze Authorization Service and Avaya Control Manager Agent username and password
- B. Avaya Breeze Authorization Service and LDAP as Authentication Authority
- C. Avaya Breeze Authorization Service and Avaya Communication Manager Agent username and password
- D. Avaya Breeze Authorization Service and Avaya Communication Manager extension and password
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