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Avaya 74970X Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Channel and Workspace Troubleshooting | 25% | - Oceana IX Workspaces and agent tools - Voice, Email, Webchat, SMS channels - End-to-end tracing and resolution |
| Avaya Oceana Solution Overview | 20% | - System interfaces and workflows - Architecture and core components - Interoperability with Avaya Aura |
| Integration and Best Practices | 10% | - Known issues and resolution guidelines - Support methodologies |
| Maintenance and Administration | 15% | - Omnichannel DataStore management - Health checks and routine operations - Backup and restore procedures |
| Troubleshooting Avaya Oceana Core | 30% | - Monitor Portal and diagnostics - Breeze, ACM, AAEP and licensing issues - Log analysis and tracing tools |
Avaya Oceana® Solution Support Sample Questions:
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 engine for tracking and maintaining the end-to-end context of Omni-channel interactions.
- C. It is an enterprise workflow model to orchestrate the omni-channel Interaction flow.
- D. It is an agent selection component based on attribute matching across all channels.
Correct Answer: A 🗳️
A customer is monitoring the Work Assignment (WA) PU log files to troubleshoot an Issue with the Avaya Oceana Agent Workspaces and receive the following log messages:
Log File : wa-wae-pu-*.log
09-20 11:41:29,855 [wa-engine-thread] INFO WaeEventMapper - [.2.0.0.480_1]
[M:processInboundEvent (ResourceStateEvent)] [T:].
Resource state change for ResourceStateEvent [triggeringWorkId=00002000521474393284, state=NOT_READY,nativeResourceId=6006800,sourceId=e_CM_1,CHANNEL=vOICE,ACCOUNT iD=6006800,WorkLimit=1,activeWorkCount=0] successfully processed What is the current status of the Agent Workspaces?
- A. CONNECTED
- B. BUSY
- C. READY
- D. NOT_READY
Correct Answer: D 🗳️
From where can you change the log-level for Avaya Oceana snap-in components?
- A. System Manager
- B. Omni channel Data store
- C. Avaya Control Manager
- D. Breeze Node CLI
Correct Answer: B 🗳️
Which two steps must be completed before restoring the backup of the Avaya Oceana solution?
(Choose two.)
- A. Uninstall UCA Store Service, then restart the nodes of the Avaya Oceana Cluster 1 to delete the UCA Store Space.
- B. Ensure that the UCA Store Service is not installed on the Avaya Oceana Cluster 1.
- C. Uninstall the UCA Store Service, no need to restart the nodes of the Avaya Oceana Cluster 1 to delete the UCA Store Space.
- D. Ensure that the UCA Store Service is installed on the Avaya Oceana Cluster 1.
Correct Answer: A,B 🗳️
Which statement correctly describes the Avaya Oceana Monitor?
- A. It provides a single location to view the status of the UAC Oceana component.
- B. It provides a single location to view the status of Cluster1 components.
- C. It provides a single location to view the status of each supported Oceana component.
- D. It provides a single location to view the status of the UCM Oceana component.
Correct Answer: C 🗳️
