Avaya Aura® Contact Center Maintenance and Troubleshooting Exam
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Exam Code
3313
Exam Name
Avaya Aura® Contact Center Maintenance and Troubleshooting Exam
Questions
63 Questions Answers With Explanation
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04, 29, 2026
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Avaya 3313 Sample Question Answers
Question # 1
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
Answer: B
Question # 2
Which two virtualization environments does Avaya Aura® Contact Center (AACC) support? (Choose two.)
A. Citrix XEN Server B. VMware ESXi 5.x C. Microsoft Hyper-V D. VMware ESXi 4.x
Answer: C D
Question # 3
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
Answer: A B E
Question # 4
An agent is configured to handle e-mail multimedia contacts. The agent is able to receive, read, and reply to e-mails
using the Avaya Aura Agent Desktop (AAAD). However, the agent cannot open attachments in inbound e-mails. What is a possible cause of this problem?
A. The agent’s web browser is not set for the correct character encoding. B. .NET 3.5 Service Pack 1 is not installed on the agent’s computer. C. Internet Explorer is not set as the default browser on the agent’s computer. D. The agent has not been granted “open E-mail Attachments” rights in Contract Center multimedia (CCMM).
Answer: A
Question # 5
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
When troubleshooting Avaya Aura Contact Center (AACC) system faults, you can use the SGM Management Client to
view the status of the connection to which two components? (Choose two.)
A. Application Enablement services (CTI proxy) B. Session Manager (Voice inbound proxy) C. Communication Manager (voice inbound proxy) D. APS server (Presence proxy)
Answer: A B
Question # 7
When a call is placed, a SIP Invite message is sent (for example: INVITE sip:Joe@abc_sample.corn). What is the next
message sent in this sequence?
A. 200 ACK B. 200 Ringing C. 180 Ringing D. 180 ACK
Answer: A
Question # 8
When troubleshooting a stand-alone Avaya Aura® Media Server (AAMS) issues, you may need to use packet capture
tools to view the data messages being sent to and from the various system components. Which tool can you use to capture packets and display a detailed view of the packet data?
A. Wireshark B. Tcpdump C. Avaya Grep D. Pscan
Answer: C
Question # 9
If web Services Security is enabled, which three issues will you see unless the correct certificates have been imported to
relevant machines? (Choose three.)
A. Certificate warning messages when browsing CCMA B. TLS Link between AACC and AES IS disconnected C. Avaya Agent Desktop (AAD) does not launch successfully D. TLS Link between AACC and CM disconnected
Answer: A B D
Question # 10
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 the treatment 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).
Answer: A C D
Question # 11
Real displays are not being updated with data. You suspect that CCMA is not receiving real-time data from CCMS.
To verify that the Multicast transmission is being received from the CCMS you open a command prompt window and
type which command?
A. rtrtrace B. mCast.exe C. icertdtrace D. mRcv.exe
Answer: D Explanation Test the RSM service using the Multicast Receive utility (mRcv.exe), if you are having problems with real-time displays.
The mRcv.exe utility displays statistical information according to the settings specified in a configuration tool called
mRcv.ini.
https://downloads.avaya.com/css/P8/documents/100093298
Question # 12
The Avaya Grep tool is used to search log files for Call Events for a given Contact Center Call ID. Which three types of report output does Avaya Grep generate? (Choose three.)
A. Sip Sequence Report B. Summary Report C. Call Properties Report D. Summary Log file E. Event Report
Answer: A B D Explanation By default, Avaya Grep generates three types of output: • a summary log file, for each log file you selected to search,
with only the messages matching the search criteria you entered • a summary report, which records the search parameters
you entered, and highlights all the warning or error messages encountered in the search • a sip sequence report, which
shows a ladder diagram of the call flow along with the list of detailed messages
https://downloads.avaya.com/css/P8/documents/100178607
Question # 13
You need to enable additional debugging information for the contact center Multimedia (CCMM) Email manager to
resolve an issue. Which step will you take to enable additional debugging information?
A. Access the application Event Log properties on the CCMM server and select the checkboxes for verbose, information,
warning, Error, and Critical under event Level. B. Run the TraceControl utility for the CCMM application, select Email and set the Event Level to Debug and change
the file Size Limit and max. Files. C. Run the Tracecontrol utility for the, application, select Email and set Level to Debug and change the file size Limit
and Max. Files. D. Run the Tracecontrol utility on the CCMM server and select the Event Level checkboxes for verbose, information,
warning, Error, and critical.
Answer: B
Question # 14
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 create auto-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 autosuggestions to auto-responses based on the percentage of contacts for which each autosuggestion was selected.
Answer: D
Question # 15
A Contact Center administrator requires information on Contact Center components such as skillset properties,
application properties, agent properties, and CDN properties.
Which Historical Report folder (category) should be examined?
A. Contact Summary B. Configuration C. Agent Performance D. Call-by-Call
Answer: A
Question # 16
Which SIP component converts different protocols such as Integrated Services Digital Networking (ISDN) or another IP
protocol such as H.323?
A. SIP Redirect Server B. SIP Gateway C. Back-to-Back User Agent (B2BUA) D. SIP Gateway Manager
Answer: B
Question # 17
Which Contact Center Multimedia utility is used to view multimedia contacts listed by the type of contact (e.g. Email,
IM, Outbound, Web Chat, and etc.)?
A. CCMA > Multimedia B. Multimedia Dashboard C. Multimedia Administrator D. CCMM Database Logging
Answer: A
Question # 18
The Avaya SIP Sleuth tool is used for viewing, analyzing, filtering and querying SIP message logs. Which two logs does
Avaya SIP Sleuth support? (Choose two.)
A. AAMS SIP message logs B. Network SIP message logs C. CCMS_ASM message logs D. CCMS SIP message logs
Answer: A D
Question # 19
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.
Answer: C
Question # 20
While troubleshooting a communication control (CCT) issue, Avaya support has requested an archive of all current CCT
log files. How would you make an archive of the log files to provide to support personnel?
A. Create a ZIP archive of all files in D:\Avaya\Logs\CCT. B. The Archive Manager creates a new log file archive every hour. the archive will be available configured archive
location when the Archive Manager completes the archive process. C. Run the log Archive utility on the CCT and click the "Schedule An hive" button on the tab. When the schedule
completes, the archive will be available in the configured archive lot D. Run the Log Archiver utility on the CCT server and click the "Archive AM Files Now" button on Settings tab. The
archive will be available in the configured archive location.
Answer: D
Question # 21
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
Answer: A C
Question # 22
In a SIP-enabled Avaya Aura® Contact Center (AACC) deployment, a typical incoming call goes through the following
sequence of steps: 1. The incoming call arrives at the switch. 2. The switch routes the call to the Contact Center Manager Server (CCMS) based on the routing plan. What is the next step in the sequence?
A. The SIP Gateway Manager suspends the call. No audio path is established until the call is answered by an agent. B. The call is redirected to a SIP URI on the Session Manager and an H.323 session is established. C. The call is answered by the SIP Gateway Manager and a Real- Time Transport protocol (RTP) session is established. D. The CCMS anchors the call on an Avaya Aura® Media server conference port.
Answer: C
Question # 23
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 signaling and RTP streams will go to the active and standby server.
Answer: A C D
Question # 24
Which Avaya Aura® Contact Center (AACC) support document will help you verify the Platform Vendor Independent
(PVI) supported hardware?
A. Avaya Aura® Contact Center and Avaya Aura® Unified Communications Platform Integration B. Avaya Aura® Contact Center Overview and Specification C. Avaya Aura® Contact Center and Avaya Aura® Unified Communications Solution Description D. Avaya Aura® Contact Center commissioning for Avaya Aura® Unified Communications
Answer: A
Question # 25
The Server Control and Monitor Utility (SCMU) is one of the AACC Core Common Components. Which three
functions can be performed from the SCMU? (Choose three.)
A. Start or Stop High Availability (HA) System B. Display status of component services C. Shutdown or Start up Contact Center D. Enable/Disable High Availability (HA) Switchover
Answer: B
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