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Avaya 74970X Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| 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 Overview | 20% | - Architecture and core components - Interoperability with Avaya Aura - System interfaces and workflows |
| Troubleshooting Avaya Oceana Core | 30% | - Monitor Portal and diagnostics - Log analysis and tracing tools - Breeze, ACM, AAEP and licensing issues |
| Integration and Best Practices | 10% | - Known issues and resolution guidelines - Support methodologies |
| Maintenance and Administration | 15% | - Backup and restore procedures - Health checks and routine operations - Omnichannel DataStore management |
Avaya Oceana® Solution Support Sample Questions:
Question #1
A customer is unable to login to Agent Workspaces, and the administrator finds the following error messages in the log files.
2018-04-19 06:04:45,386 [WebContainer:4] AuthorizationService ERROR - AuthorizationService-3.4.0.0.340003 - Caught exception while authenticating with data source:
HR-LAB javax.naming.CommunicationException: 135.35.67.19:636 [Root exception is java.net.ConnectException: Connection timed out] at com.avaya.zephyr.services.production.AuthorizationService.ldap.LdapDAOClientImap1.handle AuthenticationSystemException (LdapDAOClientImp1.java:116)
A. SMGR is not authorizing Agent to login.
B. The Multimedia Cache database is unable to connect.
C. An LDAP connection issue was caused due to an incorrect LDAP parameter.
D. The session timed out due to a browser issue.
Question #2
A customer reports that Avaya Oceana Workspace agents are not able to connect, and they want to troubleshoot Unified Agent Controller (UAC).
Which log will show more relevant logs for UAC?
A. /var/log/Avaya/services/UCAStoreService/UCAStoteServlce.log
B. /var/log/Avaya/dcm/pu/UnlfiedAgentController/ua-bpm-pu.log
C. /var/log/Avaya/dcm/pu/CSCService/CSCService.log
D. /var/log/Avaya/servlces/ContactCentefService/ContactCenterService.log
Question #3
When a customer launches the Web chat URL for Oceana Contact Center, they observer the error message:
A connection error has occurred Connection closed, chat has ended.
What should be checked in Avaya Oceana to confirm that the webserver and Oceana are integrated properly?
A. Verify If you can launch the Omnichannel Administration Utility successfully.
B. Verify If the Web Server Domain Is set to Customer Web server under Omnichannel Administration
C. Check If there are any Avaya Oceana Agents available with Web Chat Channel In the Contact Center
D. Check if you get a PING response from Avaya Control Manager Server from Web Server.
Question #4
During the Avaya Oceana Email Channel processing, which component sends Information to Context Store and UCM?
A. ORC
B. Omni channel Database
C. Email Manager
D. Agent Controller
Question #5
Which statement regarding UCA Store Backup is correct?
A. UCA Store backup can be run immediately and it does not support backup scheduling.
B. UCA Store backup can be run immediately or scheduled later.
C. UCA Store backup can be taken without entering the backup password.
D. UCA Store backup is immediately for the Avaya Oceana solution.
Solutions:
| Question #1 Correct Answer: A | Question #2 Correct Answer: D | Question #3 Correct Answer: B | Question #4 Correct Answer: C | Question #5 Correct Answer: C |
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