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Avaya Oceana® Solution Support Sample Questions:

1. 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 and Omnichannel DB
B) UCM Spaces, UAC, and Agent Workspaces
C) UAC, Email Snap-In and Omnichannel DB
D) UAC, Agent Workspaces and Omnichannel

2. 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) NOT_READY
B) BUSY
C) READY
D) CONNECTED

3. An administrator logs in to ED admin console to check the current interactions status and finds an ED instance with Event Type "ROUTE_CONTACT_SMS".
How is the event type mapped to the SMS channel In Avaya Oceana?

A) The Event Type is mapped to the workflow name, which is configured in SMS Configuration through the Omni channel administration utility.
B) The Event Type is mapped to the route point, which is configured in SMS Configuration through the Omni channel administration utility.
C) The Event Type Is mapped to the SMS snap in name, which is configured in SMS Configuration through the Omni channel administration utility.
D) The Event Type is mapped to the tag, which is configured in SMS Configuration through the Omni channel administration utility.

4. Which two steps must be completed before restoring the backup of the Avaya Oceana solution?
(Choose two.)

A) Ensure that the UCA Store Service is not installed on the Avaya Oceana Cluster 1.
B) Ensure that the UCA Store Service is 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) Uninstall UCA Store Service, then restart the nodes of the Avaya Oceana Cluster 1 to delete the UCA Store Space.

5. 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) Check If there are any Avaya Oceana Agents available with Web Chat Channel In the Contact Center
B) Verify If you can launch the Omnichannel Administration Utility successfully.
C) Verify If the Web Server Domain Is set to Customer Web server under Omnichannel Administration
D) Check if you get a PING response from Avaya Control Manager Server from Web Server.

Solutions: