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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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