A system administrator is reviewing the Avaya Aura architecture for a new deployment. They need to understand how signaling and media paths are typically handled for a call between a SIP endpoint registered to Session Manager and a digital (DCP) phone registered directly to Communication Manager. Which statement accurately describes the flow?
sequenceDiagram
participant SIP as SIP Phone
participant SM as Session Manager
participant CM as Communication Manager
participant G450 as Media Gateway
participant DCP as DCP Phone
SIP->>SM: INVITE (SIP Call Setup)
SM->>CM: INVITE (SIP Call Setup)
CM->>G450: H.248 Control (DCP Call Setup)
G450->>DCP: Digital Signaling
Note over SIP, DCP: Signaling Path Established
SIP-->>G450: RTP Media
G450-->>SIP: RTP Media
DCP-->>G450: TDM Media
G450-->>DCP: TDM Media
Note over SIP, DCP: Media Path Established
Answer and explanation
Correct answer: B
This correctly describes the separation of signaling and media paths. Session Manager and Communication Manager handle the call setup, routing, and feature control (signaling). However, for media efficiency, the audio path (RTP stream) is established directly between the SIP endpoint and the Media Gateway (like a G450) that serves the digital phone. The gateway is responsible for converting the IP-based RTP stream to the TDM-based digital format for the DCP phone, and vice-versa.
Question 2
A multinational corporation is designing a new Avaya Call Center Elite architecture to support 5,000 concurrent agents across three regional headquarters. The architecture team must ensure high availability and centralized management. Which architectural component combination is required to manage the Call Center Elite feature licensing and centralized administration for the Communication Manager instances?
Answer and explanation
Correct answer: A
Avaya Aura System Manager (SMGR) provides the centralized management interface for Avaya Aura components, including Communication Manager. The WebLM (Web License Manager) service, often co-resident on SMGR, is responsible for hosting and serving the licenses required for Call Center Elite features (such as EAS, vectoring, etc.) to the Communication Manager instances.
Question 3
An administrator is verifying the hardware requirements for a new remote survivable processor to ensure Call Center Elite operations continue during a WAN outage. Which specific Avaya server role or component provides the local survivability for agents and call processing when the main core is unreachable?
Answer and explanation
Correct answer: B
The Local Survivable Processor (LSP), now often referred to as a Survivable Remote Server, contains a copy of the Communication Manager translations and takes over call control and ACD functions for local endpoints when the connection to the main CM is lost.
Question 4
A consultant is reviewing the capacity requirements for a Communication Manager server that will host a high-volume call center. Which factor most directly impacts the 'Busy Hour Call Completions' (BHCC) rating of the hardware server?
Answer and explanation
Correct answer: B
BHCC is a performance metric determined by the physical server's processing power (CPU/RAM). Different Avaya server appliances or virtual machine profiles have specific BHCC limits defined in the official capacity specifications.
Question 5
In an Avaya Aura architecture supporting Call Center Elite, which component is primarily responsible for providing DSP resources for vector announcements and music-on-hold if the legacy gateways are removed?
Answer and explanation
Correct answer: B
The Avaya Aura Media Server (AAMS) is a software-based high-density media server that replaces the need for hardware-based DSP resources in gateways for functions like announcements and music-on-hold.
Question 6
True or False: In a virtualized Avaya Call Center Elite deployment, the Communication Manager software can run directly on VMware ESXi without requiring a proprietary Avaya server appliance.
Answer and explanation
Correct answer: A
Avaya supports the deployment of Communication Manager and other applications as virtual appliances (OVAs) on standard VMware ESXi infrastructure, decoupling the software from proprietary hardware.
Question 7
A system administrator needs to enable 'Expert Agent Selection' (EAS) on the Communication Manager to support skills-based routing. Where must this feature be first activated before it can be used in agent configuration?
Answer and explanation
Correct answer: B
The 'Expert Agent Selection (EAS) Enabled?' field is located on the 'change system-parameters features' form. This switch logically turns on the EAS functionality for the switch, assuming the license is present.
Question 8
Multiple answers
A call center supervisor requests the ability to see exactly why agents are in the 'Aux Work' state. Which two configuration steps are required to implement Aux Work Reason Codes? (Select TWO)
Answer and explanation
Correct answers: A, B
You must define what each numeric code (1-9 or 1-99) represents (e.g., 'Lunch', 'Meeting') in the reason-code-names form.
The feature must be enabled system-wide in the system-parameters features form to prompt agents for a code.
Question 9
When configuring a new agent in a Call Center Elite environment using Expert Agent Selection (EAS), which setting on the 'change agent-loginID' form determines the agent's proficiency in handling specific call types?
Answer and explanation
Correct answer: B
In the agent-loginID form, you assign Skills (SN) and a corresponding Skill Level (SL) from 1-16 (or 1-99 depending on config). This level determines the agent's proficiency and priority for receiving calls for that skill.
Question 10
A contact center manager wants to ensure that calls are distributed to the agent who is most idle, but only among those with the highest skill level for that call type. Which Hunt Group distribution method should be configured?
Answer and explanation
Correct answer: B
EAD (Expert Agent Distribution) first selects agents with the highest skill level (e.g., level 1). The MIA (Most Idle Agent) modifier ensures that within that highest skill group, the agent who has been idle longest is selected.
