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 | Objectives |
|---|---|
| Interaction Management | - Interaction Logging and Tracing - Inter-component Interaction Routing - WorkRequestIds, Context and Contact Identifiers |
| Component Support Operations | - Call Server Connector (CSC) Support - Orchestration and Resource Controllers (ORC) - Unified Agent Controller (UAC) Support |
| Avaya Oceana Solution Overview | - Architecture and Core Components - Role of Unified Collaboration Model (UCM) - Engagement Designer (ED) Workflows |
| Support and Troubleshooting | - Troubleshooting UAC / UCM Connections - Log Location Analysis for Core Components - Debugging Email, Webchat and SMS Flow Issues |
Avaya Oceana® Solution Support Sample Questions:
If not using Security Assertion Markup Language (SAML) authentication in the deployed solution which statement regarding the Avaya Oceana Agent/Supervisor Login is correct?
- A. Avaya Oceana Workspaces does not require LDAP Authentication while logging in.
- B. Avaya Oceana Workspaces relies on CM for authentication and authorization.
- C. Avaya Oceana Workspaces does not require UAC authorization while logging in.
- D. Avaya Oceana Workspaces requires LDAP Authentication while logging in.
Correct Answer: D 🗳️
Refer to the exhibit.
- A. It displays the need to repair the replication service from System Manager to the Avaya Breeze nodes.
- B. It displays a successful DRS replication from System Manager to the Avaya Breeze nodes.
- C. It displays the need for running a DRS replication Service for Avaya Breeze nodes.
- D. It displays; the Avaya Oceana Breeze nodes that are synchronized with Session Manager.
Correct Answer: B 🗳️
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, Email Snap-In and Omnichannel DB
- B. UAC and Omnichannel DB
- C. UCM Spaces, UAC, and Agent Workspaces
- D. UAC, Agent Workspaces and Omnichannel
Correct Answer: A 🗳️
Consider the log messages:
'RequestId' : 'SWQtNzA2d2pSRm032GtfQUtzUFFtdw==_', 'RouteRequestId' :
'0830cf65-1aaf-48a3-8a2f-44850be19f82', 'WorkflowType' : 'ROUTE_CONTACT_SMS',
'SourceName' : 'OCPShortMessageService', 'CallbackIP' : '135.122.106.229', 'ContactId' :
'ME1NsN-4QI6isb73z-mPyA', 'ChannelType' : 'ShortMessageService', 'Reason' : '400 Bad Request. Space could not be resolved', 'WorkRequestId' : 'Id-706wjRFm7dk_AKsPQmv' Which provider type is being handled in these log messages?
- A. OCP Email Provider
- B. OCP SMS Provider
- C. OCP Chat Provider
- D. OCP Social Provider
Correct Answer: B 🗳️
While troubleshooting Avaya Aura Experience Portal through the Experience Portal Management Platform, how can you confirm if the Avaya Oceana application is working properly?
- A. Verify if the Avaya Oceana application URL is mapped to the correct DNIS or application number.
- B. Edit the Avaya Oceana application and click on "Verify" to check if you have reached the application successfully.
- C. Check the VOIP connection and verify if the Experience Portal Is integrated to the correct Session Manager,
- D. Check the Port Distribution and confirm if the Experience Portal channels are In-service.
Correct Answer: B 🗳️
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