Avaya Aura Contact Center Maintenance and Troubleshooting practice questions
You want to install the Service Packs on your Avaya Aura Contact Center (AACC) co-resident server which contains Contact Center Manager Server (CCMS),
Contact Center Manager Administration (CCMA), and Communication Control toolkit (CCT). You have downloaded the Service Packs from the Avaya website.
How can the Service Packs he installed using the Contact Center Patch Manager?
A. Add the folder containing each patch to the patch directory list in the Contact Center Patch Manager, then click “Scan for Updates” to locate all Service Packs. The selected folders will I scanned, and the new service Packs will be offered for installation.
B. Browse for the top level folder which contains all folders where Service Pack tiles are located, then click “scan for Updates” to locate all Service Packs. The selected folder and all folders and all folder underneath it will be scanned, and the new Service Packs will be offered for installation.
C. Copy all Service Pack files to the folder which was used to install the previous set of Service Packs, then start the Contact Center Patch Manager. The previous folder will be scanned automatically and all new Service Packs will be offered for installation.
D. Copy all Service Pack files to D:\Avaya\ServicePacks, then start the Contact Center Patch Manager. The new Service Packs will be automatically detected and Discussion forum
You have uploaded a new license file containing additional features to the Contact Center Manage Server (CCMS) and updated the License Manager with the new licenses. However, the new features are not accessible in Contact Center Manager Administrator (CCMA). What should you do next to make the new features available in the Avaya Aura Contact Center (AACC)?
A. All AACC servers must be rebooted in the following order: CCMS, Contact Center Multimedia (CCMM), Communication Control Toolkit (CCT), CCMA.
B. The License Manager service must be restarted using the Windows Service Manager.
C. Restart each component to force it to renew its license with the License Manager; the features will be automatically enabled when the license is renewed.
D. The “Refresh All Servers” utility must be run from the CCMA Configuration page.
When the agent attempts to log into the Avaya Aura Agent Desktop (AAAD) for the first time, an “Invalid Credentials” error message is displayed. What is the cause of the error?
A. The Windows account that the agent has used to log on to the computer is not mapped to an address in Communication Control Toolkit (CCT).
B. The password set for the agent in Contact Center Multimedia (CCMM) does not match I password the agent is using in AAAD.
C. The Voice URI assigned to the agent in Contact Center Manager Administration (CCMA) is incorrect.
D. The SSL certificate used to secure CCT communications is not installed on the agent’s computer.
You have completed s single, non-replicated nodal Contact Center Multimedia (CCMM) Installation, hut after configuring the License Manager and rebooting the server, you are seeing licensing errors in OR CCMM server’s event log. You review the licenses file installed on the license Manager to verify that the proper licensing is in place for CCMM. Which licensed feature must be present in the license file to enable CCMM?
In a SIP environment, which component of Avaya Aura Contact Center (AACC) performs call processing?
B. SIP Computer Telephony Integration (CTI)
C. SIP Gateway Manager
D. SIP Proxy Server
E. SIP Redirect Server
Real-time displays on a standalone Contract Center manager Administration (CCMA) are not being updated with data. You suspect that the CCMA server is not receiving real-time data from the Contact Center Server (CCMS). Which tool on the CCMA server can he used to determine whether real time data is being received from CCMS?
B. RTR Monitor from the CCMA Configuration utility
You are unable to access the Communication Control Toolkit (CCT) Web Administration tool. When you click on the link in Contact Center Manager Administration (CCMA), your Web browser displays the message “Internet Explorer cannot display the webpage.”
What should you do next to begin troubleshooting the issue?
A. Start the CCTOMCATSRV service on the CCT server.
B. Verify that the port number configured for the CCT server in CCMA is set to 8443.
C. Ensure that IIS is properly installed and configured on the CCT server.
D. Ensure that the SSL certificate issued to the CCT server is installed on the CCMA server.
You have downloaded a new Quick Fix Engineering (QEF) patch for the Avaya Media Server (Avaya MS). You must install the QEF patch on the Avaya MS server. What is used to install QFE patches on the Avaya MS?
A. the System Configuration > Software Update page in the Avaya MS Element Manager
B. the Patch Manager on the Avaya MS server
C. the maspatch command-line utility on the Avaya MS server
D. the syspatch command-line utility on the Avaya MS server
In a SIP based Avaya Aura Contact Center (AACC) deployment, which component supplies call treatment and call progress tones to external callers? A. Avaya Media Server
B. Contact Center Media Services
C. Session Manager
D. SIP Gateway Manager
When initiating a simple SIP call, the SIP architecture uses an INVIII method message.
Which two fields would you examine to determine that an INVITE message was initiated when tracing a SIP call?
A. Call-ID:, Contact:
B. Request:, Cseq:
C. Via:, To:
D. Contact:, Cseq:
E. Request:, To:
Which Avaya Aura Contact Center (AACC) historical report contains the time of arrival, Automatic Number Identification (ANI), answering agent, and final disposition for individual calls? A. Contacts Details report
B. Contacts Received by Skillset report
C. Contact Summary report
D. Contact Treatment report
Which two visualization technologies are supported for Avaya Aura Contact Center (AACC)? (Choose two.)
A. VMWare vSphere 3.0
B. VMWare vSphere 4.0
C. Microsoft Hyper-V
D. Microsoft Virtual Server
E. XenSecure Xen 3.1.2
When attempting to log on to Contact Center Manager Administrator (CCMA) for the first time using internet Explorer 7.0, a new supervisor sees the message
“ERROR:UNKNOWN!” on the login page. None the other supervisors report the issue, and you have logged onto CCMA yourself with the “webadmin” account and verified that it is functioning normally.
What is causing this problem and how should it be corrected?
A. The CCMA server does not have a Windows Language Pack installed for the language assigned to the supervisor’s account in Access and Partition Management. You must either install the appropriate language pack or change the supervisor’s language to a language that does have Windows language pack installed.
B. The supervisor is connecting to the CCMA website while logged into the computer as a non-domain user. You must update the Anonymous access configuration for the default website to use the “IUSR_SWC” credentials or ensure that all supervisors only use domain accounts when accessing CCMA.
D. The URL for the CCMA server has not been added to the list of Trusted Sites in the supervisor’s web browser. Add the CCMA URL to the list of Trusted Sites,
What is the update frequency of the Contact Center Multimedia (CCMM) Dashboard?
A. The Dashboard refreshes every 5 seconds.
B. The Dashboard refreshes every 10 seconds by default.
C. The Dashboard refresh rate is configurable from 1-360 seconds.
D. The Dashboard update requires clicking on the Refresh button.
E. The Dashboard update requires clicking on the Update button.
Your department has installed a backup utility client application on your co-resident Contact Center Manager Server (CCMS) server. This utility uses port 10000 for network communications. After installing the utility and rebooting the server, you begin to have issued with the Avaya Aura Contact Center (AACC) system. What are the symptoms of this problem that you experience?
A. The TFE service fails to start and calls are not processed.
B. The Toolkit Name service fails to start and agents appear as “UNKNOWN” in real-time displays.
C. The NCCT service fails to start and agents are unable to log in via the Avaya Aura Agent Desktop) (AAAD).
D. SymposiumWC.exe fails to start and supervisors are unable to log in to Contact Center Manager Administrator (CCMA).