ASTA-7492 Sample Questions & Answers
Diagnostic troubleshooting and support make up over a third of the test, ahead of getting the system installed and call flows configured, the basics of contact centers and this platform's components, and user and agent management with monitoring.
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- Question 1BeginnerSelect 2
Implementation and Configuration · Call Flow and Routing Configuration
Which TWO of the following Avaya Aura Communication Manager (CM) objects are primarily used to define the logic for routing incoming calls to the appropriate group of agents based on specific criteria? (Select TWO)
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Correct answers: A, D
The VDN is the entry point that points to a Vector.
The Vector contains the programming steps (logic) to route the call.
- Question 2Beginner
AXP On-Prem Architecture and Components · System Architecture
True or False: In an AXP On-Prem environment, if the Application Enablement Services (AES) server loses connectivity to the Communication Manager, all active voice calls currently connected to agents will be immediately dropped.
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Correct answer: B
False. The AES controls CTI application data (screen pops, softphone control, reporting), but the actual voice path is handled by the Communication Manager and the media gateways/media servers. If AES fails, agents may lose screen pops or softphone control, but the established audio path (voice call) remains active.
- Question 3Intermediate
Implementation and Configuration · Initial Installation and Setup
A technician is tasked with replacing a faulty media gateway in an AXP On-Prem deployment. The new gateway has been physically installed and connected to the network. Which command must be run on the Communication Manager to verify that the gateway has successfully registered and is available for call processing?
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Correct answer: C
The 'list media-gateway' command displays the registration status (Registered: y/n) and controller IP addresses of all configured media gateways.
- Question 4Advanced
Implementation and Configuration · Call Flow and Routing Configuration
Case Study: GlobalFinance Corp is migrating their contact center to AXP On-Prem. They have 2000 agents distributed across three regions.
Scenario:
During the pilot phase, agents in the 'North' region report that they are receiving calls for the 'South' region skills when the South agents are busy, even though this was not intended. The administrator verifies that the 'North' agents have the 'South' skill assigned but set to a lower level.Requirement:
The business rule states that 'North' agents should ONLY receive 'South' calls if the call has waited in the 'South' queue for more than 60 seconds.Which configuration change should be applied to meet this requirement?
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Correct answer: B
This is the standard Reserve Agent or Skill Level expansion method. 1. Queue to Skill X (Level 1-5). 2. Wait 60 secs. 3. Queue to Skill X (Level 1-10). If North agents have the skill at level 10, they will only become eligible after the second queue step executes.
- Question 5Beginner
Administration and Maintenance · User and Agent Management
When configuring Expert Agent Selection (EAS) in Communication Manager, you need to ensure that an agent's login ID is associated with a specific set of skills automatically upon login. Where is this association defined?
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Correct answer: D
With EAS enabled, skills are assigned directly to the Agent LoginID, not the physical station. When the agent logs in to any station, they acquire the skills defined in their Agent LoginID form.
- Question 6Intermediate
Administration and Maintenance · User and Agent Management
You are troubleshooting a scenario where agents report that their 'After Call Work' (ACW) mode automatically changes to 'Auto-In' after exactly 30 seconds, even if they are still typing notes. They want to control this manually. Which timer in the Communication Manager needs to be adjusted or disabled?
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Correct answer: B
The 'Timed ACW Interval' field on the Hunt Group form determines how long an agent remains in ACW before automatically being placed back into Available (Auto-In) state. Setting this to blank or 0 usually disables the auto-transition, allowing manual control.
- Question 7Beginner
Administration and Maintenance · System Monitoring and Performance
A support administrator needs to verify the capacity of the current AXP On-Prem license file to see if more agents can be added. Which web interface is primarily used to view the installed license and resource limits for the Avaya Aura Communication Manager?
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Correct answer: C
WebLM is the centralized license manager for Avaya Aura products. Administrators log in to WebLM to view installed licenses, expiration dates, and usage capacities.
- Question 8Advanced
AXP On-Prem Architecture and Components · Contact Center Components
During a system upgrade, the 'Service Level Maximizer' (SLM) feature was enabled. What is the primary function of SLM in an AXP On-Prem environment?
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Correct answer: C
SLM (Service Level Maximizer) is an agent selection method that prioritizes skills based on how they are performing relative to their administered Service Level targets. It routes calls to agents to help the skill that is most in danger of missing its SLA.
- Question 9Intermediate
Administration and Maintenance · Common Issues and Resolution
You need to perform a backup of the Communication Manager translations to an external SFTP server. Which web interface menu in the Communication Manager System Management Interface (SMI) allows you to configure and execute this backup?
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Correct answer: D
In the CM System Management Interface (web GUI), the backup configuration is found under Administration > Data Backup / Restore (or similar wording depending on version, often under Maintenance > Data Backup/Restore).
- Question 10Beginner
AXP On-Prem Architecture and Components · Contact Center Components
What is the primary purpose of the 'Vector Directory Number (VDN)' in the AXP On-Prem architecture?
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Correct answer: D
A VDN is a virtual extension number. When a call arrives at a VDN, the system looks up the VDN configuration to see which Vector to execute. It also stores context variables (VDN Name, variables) for reporting.
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