Exam Name: Avaya Oceana® Solution Support Exam
Certification Provider: Avaya
Corresponding Certification: Avaya Certified Support Specialist
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Updated: Aug 11, 2026
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Avaya 74970X Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Troubleshooting Avaya Oceana Core | 30% | - Log analysis and tracing tools - Monitor Portal and diagnostics - Breeze, ACM, AAEP and licensing issues |
| Topic 2: Avaya Oceana Solution Overview | 20% | - Architecture and core components - System interfaces and workflows - Interoperability with Avaya Aura |
| Topic 3: Integration and Best Practices | 10% | - Support methodologies - Known issues and resolution guidelines |
| Topic 4: Maintenance and Administration | 15% | - Omnichannel DataStore management - Backup and restore procedures - Health checks and routine operations |
| Topic 5: Channel and Workspace Troubleshooting | 25% | - Voice, Email, Webchat, SMS channels - End-to-end tracing and resolution - Oceana IX Workspaces and agent tools |
Avaya Oceana® Solution Support Sample Questions:
1. An Avaya Oceana administrator wants to add a new Avaya Oceana agent. Prior to adding, the administrator logs in to the Communication Manager and finds that the new agent ID is already present In the "list agent-loginID" output.
Which action can be performed by the administrator to successfully add the new agent to Avaya Oceana?
A) Over write the Agent ID using Avaya Control Manager while adding the Avaya Oceana user.
B) Add the new Avaya Oceana agent using Control Manager.
C) No action; the Agent ID is not required while adding an Avaya Oceana user In the Control Manager.
D) Remove the Agent ID from Communication Manager.
2. When a call is transferred from Avaya Aura Experience Portal to Communication Manager Ingress VDN, what information is passed inside the UUI header? (Choose two.)
A) Session ID
B) Context ID
C) Call Ref ID
D) UCID
E) Call ID
3. During the Avaya Oceana Email Channel processing, which component sends Information to Context Store and UCM?
A) Omni channel Database
B) ORC
C) Email Manager
D) Agent Controller
4. During troubleshooting of Avaya Control Manager (ACM), it was found that ACM is not synchronized fully with the Communication Manager, and you are advised to run the Avaya Synchronizer tool.
Which statement about the Avaya Synchronizer tool is true?
A) Choose Import Mode: Sync (run every time for synchronization)
B) Choose Import Mode: Initial (run every time for synchronization)
C) Choose Import Mode: Initial (only for Initial synchronization)
D) Choose Import Mode: (renew for renewing synchronization)
5. You have successfully deployed the Avaya Oceana solution.
Which two verification steps will confirm that the voice interactions can be delivered to Avaya Oceana agents? (Choose two.)
A) The Avaya Oceana administrators are in READY state for voice channel.
B) The AES and CSC connections are established.
C) The Avaya Oceana agents are in READY state for the voice channel.
D) The Avaya Oceana agents are in READY state for the email channel.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B,D | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: C,D |
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