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Avaya 3313 - Avaya Aura® Contact Center Maintenance and Troubleshooting Exam

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Total 63 questions

In a SIP-enable Avaya Aura Contact Center (AACC) environment, when a call is presented to an agent's telephone, the Avaya Agent Desktop (AAD) also alerts the agent to the incoming call.

If the agent uses AAD to answer the call, what request does CCNS send to switch using Application Enablement services (AES)?

A.

CCT

B.

SIP RTP

C.

TAPI AnswerCall

D TR87 AnswerCall

Which two Avaya Aura Contact Center (AACC) Log files can be analyzed using the Avaya SIP Sleuth tool? (Choose two.)

A.

AAMS Sip message logs

B.

CCMS_ASM

C.

CCMS_SGM_SipMessages

D.

11S Access logs

In a SIP-enabled Avaya Aura® Contact Center (AACC) deployment, a typical incoming call goes through the following sequence of steps:

1. The incoming call arrives at the switch.

2. The switch routes the call to the Contact Center Manager Server (CCMS) based on the routing plan.

What is the next step in the sequence?

A.

The SIP Gateway Manager suspends the call. No audio path is established until the call is answered by an agent.

B.

The call is redirected to a SIP URI on the Session Manager and an H.323 session is established.

C.

The call is answered by the SIP Gateway Manager and a Real- Time Transport protocol (RTP) session is established.

D.

The CCMS anchors the call on an Avaya Aura®Media server conference port.

The Call-by-Call report identifies what happens to a call from the time it enters the system, until it leaves Contact Center control. The report is an event report that traces and records the events of each call.

Which three statements regarding the Call by-Call report are true? (Choose three.)

A.

If a call is queued and an announcement is played, the event will be included in the event column.

B.

The Call-by-Call report can include several reporting intervals.

C.

You can enable Call-by-Call statistics for reports on a per application basis.

D.

The Call ID is the identifier that ties alt information together to produce the complete record for each call.

Avaya recommends that audio played by the Avaya Aura® Media server (AAMS) be encoded.

Which three settings are the recommended settings to provide optimum performance? (Choose three.)

A.

Single channel

B.

WAV PCM files

C.

16-bit

D.

Multiple channels

When a call is placed, a SIP Invite message is sent (for example: INVITE sip:Joe@abc_sample.corn). What is the next message sent in this sequence?

A.

200 ACK

B.

200 Ringing

C.

180 Ringing

D.

180 ACK

A technician is troubleshooting a hung call under public tabular Displays > standard Skillset Display.

When using the phantom scan utility (Pscan) to view waiting calls, what will occur when you select a Call ID click the Clear button?

A.

The call is disconnectedand you must refresh the real-time Display Report.

B.

The call is remove from the utility and from the real -time Display report.

C.

The call is removedfrom the utility but will remain on the Real-Time Display Report.

D.

The call is removedfrom the Real-Time Display Report and the call is disconnected.

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?

A.

The agent’s web browser is not set for the correct character encoding.

B.

.NET 3.5 Service Pack 1 is not installed on the agent’s computer.

C.

Internet Explorer is not set as the default browser on the agent’s computer.

D.

The agent has not been granted “open E-mail Attachments” rights in Contract Center multimedia (CCMM).

The Avaya Aura® Media Server (AAMS) Event Logs are useful in diagnosing issues where AAMS announcements or other recordings such as music on hold or ringback are not playing.

Which three pieces of information is included in the logs? (Choose three.)

A.

Severity

B.

Event Session

C.

Event ID

D.

Event Class

The Avaya Grep tool is used to search log files for Call Events for a given Contact Center Call ID.

Which three types of report output does Avaya Grep generate? (Choose three.)

A.

Sip Sequence Report

B.

Summary Report

C.

Call Properties Report

D.

Summary Log file

E.

Event Report