ASTA-7492 AXP On-Prem Technical Associate Support Practice Questions
Prepare for ASTA-7492 with more than an answer.
- Level
- Technical Associate
- Valid for
- No expiration
Domains covered on the exam 4
- AXP On-Prem Architecture and Components20%
- Implementation and Configuration25%
- Administration and Maintenance20%
- Troubleshooting and Support35%
- 1
A customer is using SIP trunks connected to Avaya Session Manager (SM) and Communication Manager (CM). Users report that calls to the contact center VDN are failing. You run a 'list trace tac' on the CM trunk group and see '403 Forbidden'. Which of the following is the most likely cause?
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Correct answer: B
A 403 Forbidden in SIP usually implies a permission issue, such as source IP validation failure, domain mismatch, or toll fraud restrictions preventing the call from proceeding.
- 2
The 'Service Observing' feature allows supervisors to listen in on agent calls. To secure this feature, you want to restrict which agents a supervisor can observe based on their Class of Restriction (COR). Which COR parameter must be configured?
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Correct answer: A
In the COR form, the 'Can Be Service Observed' flag (for agents) and 'Can Service Observe' flag (for supervisors) control the basic permission. Additionally, 'Service Observing Allowed with Exclusion' and COR-to-COR calling permissions affect the ability.
- 3
When implementing the Avaya Experience Portal (AEP) with AXP On-Prem, you need to configure the SIP connection between AEP and Communication Manager. Which CM object is used to define the IP address and port of the AEP Experience Portal Manager (EPM) or Media Processing Platform (MPP)?
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Correct answer: D
In CM, you first define the Name and IP address in 'change node-names ip'. Then you reference this node name in the Signaling Group form associated with the SIP trunk to the AEP.
- 4
You are analyzing a vector where calls are unexpectedly routing to the 'failure' branch. The step is: 'queue-to skill 10 pri m'. You suspect no agents are logged into Skill 10. Which command allows you to view the real-time status of agents in Skill 10, including how many are logged in, available, or in AUX?
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Correct answer: C
The 'monitor traffic skill ' (or 'monitor bcms skill') command provides a real-time dashboard in the SAT interface showing the number of agents staffed, available, on calls, and in AUX for that specific skill.
- 5
A customer wants to use 'Best Service Routing' (BSR) to route calls to the site with the lowest Estimated Wait Time (EWT). Which vector command is used to poll the status of a remote location?
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Correct answer: B
The 'consider' command in a BSR vector is used to poll local or remote skills/locations to retrieve their EWT (or other metric) to determine if they are the 'best' resource available.
- 6
A support engineer is reviewing the architecture of a newly deployed AXP On-Prem solution to ensure High Availability (HA) for the CTI links. The customer requires that if the primary Application Enablement Services (AES) server fails, the Avaya Aura Communication Manager (CM) should maintain CTI connectivity without manual intervention. Which architectural component and configuration must be verified to support this requirement?
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Correct answer: D
For seamless High Availability without manual intervention, AES servers are configured in a cluster (active/standby) sharing a Virtual IP (VIP). The Communication Manager configures the CTI link to point to this VIP, ensuring that if the active node fails, the VIP migrates to the standby node automatically.
- 7
While troubleshooting a call routing issue in an AXP On-Prem environment using Call Center Elite, you observe that calls arriving at a specific Vector Directory Number (VDN) are not following the expected 'Time of Day' logic. You need to verify the variable assignment and vector processing steps. Which command in the Communication Manager SAT interface would provide the most detailed real-time view of the vector processing for a specific call?
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Correct answer: B
The 'list trace vdn' command traces the call processing steps in real-time as the call traverses the VDN and the associated vector. It displays step-by-step execution, including variable evaluations, time-of-day checks, and routing decisions.
- 8
In an Avaya Aura Call Center Elite implementation, the administrator needs to configure a vector to queue calls to a backup skill only if the primary skill's Expected Wait Time (EWT) exceeds a certain threshold. Which vector command should be used to achieve this conditional routing?
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Correct answer: A
The 'goto step... if expected-wait' command allows the vector to check the EWT of a specific skill against a threshold (in seconds or priority). If the condition is met, the vector branches to a step that queues the call to a backup skill.
- 9
A customer reports that historical reports in the Call Management System (CMS) are showing inconsistent data compared to the agent's manual logs. The link between the Communication Manager (CM) and CMS is suspected to be unstable. Which specific log file on the CMS server should be analyzed to identify link up/down events and data synchronization errors?
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Correct answer: B
On the CMS Solaris/Linux platform, the system log '/var/adm/messages' (or similar system log depending on exact OS version) captures the ACD link status changes (link up/down) and critical system errors related to the data collection process.
- 10
You are configuring a new Avaya Aura Communication Manager (CM) instance for an AXP On-Prem solution. The customer requires that agents be able to handle multiple chat sessions simultaneously while on a voice call using the Elite Multichannel feature. Which feature must be enabled in the 'system-parameters customer-options' form to support this capability?
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Correct answer: D
While Elite Multichannel handles the media streams, the Communication Manager agent state model often utilizes 'Interruptible Aux' or specific Multi-Channel extensions. However, typically for blending, EAS is required, but specifically for handling multiple sessions, the 'Universal Call ID' is for tracking. Wait, the question asks for simultaneous chat while on voice. This implies 'Service Observing' or specific multichannel capacities. Actually, strictly speaking, CM treats non-voice contacts often via phantom calls or AES monitoring. The most critical system option enabling advanced agent blending features in Elite contexts is often 'Expert Agent Selection' (EAS) combined with specific capacity settings. However, if the question implies the ability to be interrupted or handle work items, 'Interruptible Aux' is a key behavior setting. Let's reconsider. Correct context: Elite Multichannel (EMC) uses an AES link. The CM agent must be logged in. To handle email/chat, the agent is often in an AUX state for voice but 'Ready' for EMC. To do both, they use 'Interruptible Aux' to allow voice to interrupt email, or vice versa.
