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3313 Avaya Aura® Contact Center Maintenance and Troubleshooting Exam Free Practice Exam Questions (2025 Updated)

Prepare effectively for your Avaya 3313 Avaya Aura® Contact Center Maintenance and Troubleshooting Exam certification with our extensive collection of free, high-quality practice questions. Each question is designed to mirror the actual exam format and objectives, complete with comprehensive answers and detailed explanations. Our materials are regularly updated for 2025, ensuring you have the most current resources to build confidence and succeed on your first attempt.

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Total 63 questions

In Avaya Aura® Contact Center (AACC), how do you create auto-responses from the most commonly used auto suggestions?

A.

Run a "Contact Summary" report in Historical Reporting on the Contact Center Manager Administration (CCMA) server and createauto-responses based on the most frequently-occurring e-mail contact topics in the report.

B.

Run a "Contacts Closed by Auto-Suggestion, Top 5" historical report from the "Multimedia" folder in Historical Reporting on the Contact Center Manager Administration (CCMA) server, and use the auto-suggestion keywords and responses from the report to create new e-mail auto-responses.

C.

Enable "Keyword Reporting" for email contacts in the "E-mail" tool in Contact Center Multimedia (CCMM) Administration, and then use the "Keyword Frequency" tool to determine which keywords should be used to trigger new auto responses.

D.

Use the "Auto-Suggest Promotion" tool in Contact Center Multimedia (CCMM) Administration to promote auto-suggestions to auto-responses based on the percentage of contacts for which each autosuggestion was selected.

Which Windows Event Viewer folder contains Communications Control Toolkit (CCT) audit, error, and security log files?

A.

Windows Event Viewer\Performance\Logs

B.

Windows Event Viewer\Windows Logs\System

C.

Windows Event Viewer\Windows Logs\Security

D.

Windows Event Viewer\Windows Logs\Applications

E.

Windows Event Viewer\Applications and Services Logs

When viewing the Multimedia Dashboard, the CCMM Contacts by type section displays status counts for which multimedia contact States? (Choose three.)

A.

New

B.

Abandoned

C.

Oldest

D.

Closed

E.

Waiting

Avaya recommends that audio played by the Avaya Aura® Media server (AAMS) be encoded.

Which three settings are the recommended settings to provide optimum performance? (Choose three.)

A.

Single channel

B.

WAV PCM files

C.

16-bit

D.

Multiple channels

Which two Avaya Aura Contact Center (AACC) Log files can be analyzed using the Avaya SIP Sleuth tool? (Choose two.)

A.

AAMS Sip message logs

B.

CCMS_ASM

C.

CCMS_SGM_SipMessages

D.

11S Access logs

You created a user in Center Manager Administration (CCMA), but the user is not able to login as user after mapping this account.

Which utility can user to verify what accounts have been created and mapped on the CCMA server?

A.

Manager Administration > User accounts

B.

CCMA >User agent

C.

CCMA > User Logins

D.

Manager Administration configuration > CCMA User Migration

A technician is troubleshooting a hung call under public tabular Displays > standard Skillset Display.

When using the phantom scan utility (Pscan) to view waiting calls, what will occur when you select a Call ID click the Clear button?

A.

The call is disconnectedand you must refresh the real-time Display Report.

B.

The call is remove from the utility and from the real -time Display report.

C.

The call is removedfrom the utility but will remain on the Real-Time Display Report.

D.

The call is removedfrom the Real-Time Display Report and the call is disconnected.

The Call-by-Call report identifies what happens to a call from the time it enters the system, until it leaves Contact Center control. The report is an event report that traces and records the events of each call.

Which three statements regarding the Call by-Call report are true? (Choose three.)

A.

If a call is queued and an announcement is played, the event will be included in the event column.

B.

The Call-by-Call report can include several reporting intervals.

C.

You can enable Call-by-Call statistics for reports on a per application basis.

D.

The Call ID is the identifier that ties alt information together to produce the complete record for each call.

Avaya Agent Desktop (AAD) is not displaying any Communication Control Toolkit (CCT) resource.

From CCT Administration, what three checks would you make for CCT configuration issues? (Choose three.)

A.

Verify that the DNs configured on the telephone are configured as addresses in CCT.

B.

Verify that the domain account has at least one address assigned in CCT.

C.

Verify that the domain account AAD is running under is configured in CCT.

D.

Verify that the CDNs configured on the telephone are configured as addresses in CCT.

On the Avaya Aura® Contact Center (AACC) server, under Apps > Certificate Manager > Security Configuration, the web Services Security Level is currently set to Security On.

Which three applications will utilize HTTPS-secured connections for inbound and outbound network communication? (Choose three.)

A.

Agent Desktop

B.

Database Webadmin

C.

Outbound Campaign Management Tool

D.

Contact Center Multimedia (CCMM) Administration

Firewalls are a key part of keeping networked computers safe and secure.

Which three statements regarding Avaya Aura® Contact Center (AACC) and firewalls are true? (Choose

A.

Download and install Microsoft security patches to AACC servers as patches become available.

B.

If required you can import an AACC Firewall Policy.

C.

AACC host-based firewalls can typically cause issues unless they are properly imported.

D.

With every Service Pack, AACC installs a firewall policy which opens up the ports for an AACC solution to communicate and function.

nslookup is a Windows operating system tool that can be used to test whether name resolution is functioning properly.

Which three statements regarding the nslookup troubleshooting tool are true? (Choose three.)

A.

nslookup displays the fully-qualified Hostname and IP Address of the Target

B.

Run nslookup from the Windows command line

C.

nslookup displays the server Hostname and IP Address

D.

Run nslookup from Windows > Apps > Services

A technician is using the Avaya Grep tool to extract and debug Contact Center Call specific logs.

On the Search tab of the Avaya Grep tool, which three Search Parameters can be used to find Call IDs? (Choose three.)

A.

SIP Call Log ID

B.

Customer Phone Number

C.

CSTA/TR87 Call ID

D.

SIP URI

You want to install the Service Packs on Avaya Aura® Contact Center (AACC) co-resident server that 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 be installed using the Avaya Update Manager?

A.

Copy all Service Pack files to the folder that was used to install the previous set of Service Packs and then start the Contact Center Patch Manager.The previous folder will be scanned automatically and all new Service Packs will be offered for installation.

B.

Copy all Service Pack files to D:\Avaya\servicePacks and then start the Contact Center Patch Manager. The new Service Packs will be automatically detected and offered for installation.

C.

Browse for the top-level folder that contains all folders where Service Pack files are located, click on install and then click scan for updates to locate all Service Packs. The selected folder and all folders underneath it will be scanned, the new Service Packs will be offered for installation.

D.

Add the folder containing each patch to the patch directory list in the Avaya Update Manager and then click Scan for updates to locate all Service Packs. The selected folders will be scanned, and the new Service Packs will be offered for installation.

Which three statements regarding an Avaya Aura® Media serve (AAMS) high availability (HA) solution are true? (Choose three.)

A.

All SIP signaling and RTP streams will go to the Active server.

B.

The AAMS notifies Avaya Aura contact (AACC) through port 57012 that an AAMS failover has occurred.

C.

Either the primary server or backup server can be in the active state, or the other AAMS server will be in the standby state.

D.

All SIP signalingand RTP streams will go to the active and standby server.

The Avaya Aura® Contact Center installer initiates a series of individual application installations, with each one creating its own log file.

If an application installation fails, which directory provides detailed logs on the installation failure?

A.

C:Avaya\Logs\Sysops\MSiLogs

B.

C: Avaya\Logs\Sysops\UniversalInstall

C.

C:Avaya\Logs\Sysops\MSiLogs\ContactCenterManagerAdministration

D.

C:Avaya\Logs\Sysops\MSiLogs\InstallLogs

If announcements are not being played to callers, which troubleshooting steps will you perform? (Choose three.)

A.

From CCMA> Contact Management, ensure that the treatment address includes the correct SIP context for the ANMC, CONF and DIALOG services.

B.

Confirm recordings have been uploaded to the CCMS.

C.

From CCMA > Configuration > Media services and Routes, ensure that thetreatment address includes the correct SIP context for the ANNC, CONF and DIALOG services.

D.

Verify that each Media Server (AAMS) is associated with a least one Target Media Server (AAMS).

E.

Verify that each Media server (AAMS) is associated with a least one target Media server (AAMS).

While investigating an issue with Contact Center Manager Server (CCMS), you discover that the Task Flow Executor (TFE) frequently restarts. In an effort to discover the cause of the restarts, you decide to review the TFE log file.

Which file contains the most recent TFE logs?

A.

D:\Avaya\l_ogs\CCMS\CCMS_TFE_1

B.

D:\Avaya\Logs\CCMS_TFE_5

C.

D:\Avaya\Logs\CCMS\TFE_1

D.

D:\Avaya\Logs\CCMS\CCMS_TFE_5

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