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3314 Exam Format | 3314 Course Contents | 3314 Course Outline | 3314 Exam Syllabus | 3314 Exam Objectives

Exam ID : 3314


Exam Title : Avaya Aura® Experience Portal with POM Implementation and Maintenance Exam


Exam Questions : 62


Passing Scores : 66% (41 of 62 correct)





Architecture





- Describe Web Services.


- Describe AAEP operations.


- Describe the AAEP and POM architecture.


- Describe the Experience Portal External Systems.


- Describe the capabilities of CMS RT Socket-based Routing.


- Describe the enhancements for ICR 7.0.





Experience Portal Implementation





- Describe Agent Assignment options.


- Explain AAEP licensing.


- Explain how agent scripts are created and used.


- Describe the VoIP connections.


- Configure Avaya Aura Experience Portal (AAEP) features and functions.


- Describe the steps to configure the EPM for Email and SMS.





Proactive Outreach Manager





- Define POM server definitions.


- Describe the components of the POM User Interface.


- Describe the enhancements for POM 3.0.


- Describe the standard POM reporting capabilities.


- Explain how agents are assigned to campaigns.


- Verify the prerequisites to the POM installation.


- Describe POM features and functions.


- Install and configure POM features and functions.


- Install POM licenses.


- Perform POM database administration.





ICR Implementation





- Configure Intelligent Customer Routing (ICR).


- Explain the ICR installation requirements.


- Understand ICR reporting capabilities.





Maintenance





- Describe AAEP user requirements.


- Troubleshoot POM database issues.


- Describe the AAEP standard reporting capabilities.


- Explain the AAEP backup procedures.


- Explain the upgrade paths and procedures.


- Verify AAEP operations.


- Describe ICR reporting capabilities.





Troubleshooting





- Use POM troubleshooting procedures and tools.


- Troubleshoot EPM issues.


- Troubleshoot POM database issues.


- Use AAEP troubleshooting isolation tools, logs and processes.


- Identify ICR messages and log files.

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