Free 72301X Practice Test Questions and Answers (2026) | Cert Empire Practice Questions

To validate the initial operational status of an Avaya Breeze® platform with a specific Snap-in, an administrator must verify the health of both the underlying platform and the application-level service.

1. Cluster Status (C): This is the most fundamental check. It confirms that the Breeze® nodes are communicating, core services are running, and the overall platform is stable and ready to host applications. Without a healthy cluster, no Snap-in can function correctly.

2. Application (A): This check verifies that the WebRTC Snap-in is successfully deployed, enabled, and active on the Breeze® cluster. This confirms that the specific service being validated is running as expected.

Together, these two checks provide a comprehensive, top-to-bottom view of the system's health.

B. configured certificates: This is a specific configuration item. While critical for secure communication, it is typically checked during troubleshooting, not as a primary, high-level system status validation.

D. licensing status: While a valid license is essential, a running application (Snap-in) implicitly confirms that the licensing is sufficient for it to operate. Checking the application status is a more direct validation of the service.

E. installation status: This refers to the historical success of the software installation process. It is a one-time check and does not reflect the current, real-time operational state of the system.

1. Avaya Breeze® Platform Administration and Maintenance (Release 4.0.1), Document Number: NN48500-513, Issue 1.0, December 2021.

Page 31, Section: System dashboard: This section details how to use the System Manager dashboard to "view the status of the Avaya Breeze® platform cluster, nodes, and services." This directly supports checking the Cluster Status (C) as a primary administrative task.

Page 101, Section: Managing Snap-ins: This section describes using the "Snap-ins page to view the status of the deployed Snap-ins". This supports checking the Application (A) status to confirm the WebRTC Snap-in is active.

2. Avaya Breeze® Platform Solution Description (Release 4.0.1), Document Number: NN48500-112, Issue 1.0, December 2021.

Page 11, Section: Avaya Breeze platform architecture: The document describes Breeze® as a "cluster of virtual machines" that "hosts applications, which are known as Snap-ins." This architectural overview reinforces that validating the system requires checking both the cluster (the platform) and the Snap-in (the application).

The SMnetSetup utility is the designated command-line tool for configuring the fundamental network settings of an Avaya Breeze™ server, including its IP address, netmask, and default gateway. To correct the default gateway, a technician must establish an SSH session to the affected Breeze server using administrative credentials and execute the SMnetSetup command. This tool ensures that the network configuration changes are correctly applied and are persistent across system reboots, which is the standard and supported Avaya procedure for this task.

B. Using the route command would only make a temporary change to the routing table that would not persist after a reboot. It is not the standard procedure for permanent network configuration.

C. The SIP Entity screen in Avaya Aura® System Manager is used for configuring application-level SIP signaling parameters, not the underlying operating system's network settings like the default gateway.

D. The Engagement Development Platform administration in System Manager is used to manage the Breeze cluster, nodes, and services at the application layer, not for core OS-level network configuration.

1. Avaya Documentation: Deploying and Configuring Avaya Breeze®, Release 3.7, November 2019.

Reference: Chapter 4: Installing Avaya Breeze® on an Appliance Virtualization Platform, Section: "Post-installation tasks for Avaya Breeze®", Page 51. The document states, "Log on to the server by using the command line interface. Run the /sbin/SMnetSetup command to configure the network interfaces." The subsequent steps detail the configuration of the IP address, netmask, and gateway.

2. Avaya Documentation: Administering Avaya Aura® Session Manager, Release 8.1.3, December 2020.

Reference: Chapter 3: Initial configuration, Section: "Network configuration for Session Manager", Page 35. The guide specifies, "Use the SMnetSetup utility to configure the IP address, netmask, and default gateway for the management interface of the Session Manager server." (Note: The SM100 is a Security Module for Session Manager and shares its fundamental administration tools).

Discipline 3 (D3) of the 8D Troubleshooting Methodology, "Contain Interim Actions," focuses on implementing and verifying temporary fixes to protect the customer from the problem's effects until a permanent solution is found. This involves two primary activities: first, developing immediate, controlled actions to isolate the problem and prevent it from spreading or affecting more users (D). Second, it often involves creating a workaround, which is an action that bypasses the issue to provide a temporary restoration of service for the affected users (A). These actions are not permanent solutions but are crucial for business continuity.

B. Capture potential triggers. This action is part of D2 (Describe the Problem), where all specifics of the issue, including what triggers it, are gathered and documented.

C. Evaluate systems and components. This is a core activity of D4 (Identify and Verify Root Cause), where potential causes are tested to find the true root of the problem.

E. Develop a hypothesis based on the outcome of the various controlled actions and the system’s reactions. This is the central process of D4 (Identify and Verify Root Cause), where theories about the problem's origin are formulated and tested.

1. Avaya Aura® Core Components Support (72301X) Study Guide. (Internal Avaya Learning Document). Section: "Troubleshooting Methodology," Subsection: "The 8D Process," Discipline D3: "Develop Interim Containment Actions." This section explicitly states that D3 involves defining and implementing containment actions to isolate the effects of the problem. It describes these actions as "band-aids" or workarounds intended to protect the customer.

2. Avaya Aura® Communication Manager Troubleshooting and Maintenance Guide, Release 8.1.3. (Document ID: NN43001-701, November 2020). Chapter 1: "Introduction to Troubleshooting," Section: "Structured Troubleshooting Methodologies." This guide outlines the principles of structured problem-solving, emphasizing the need to contain a problem (isolate its effects and provide temporary workarounds) before proceeding to root cause analysis.

3. Ford Motor Company, "Team Oriented Problem Solving (TOPS) - 8D," (Global 8D G8D-01, 2012). While a Ford document, the 8D methodology is a global standard that Avaya has adopted for its support processes. Section 4.3, "D3: Implement and Verify Interim Containment Action(s)," defines the purpose as isolating the effect of the non-conformance from any internal/external customer. This aligns directly with options A and D.

To enable remote workers to access an internal resource like an LDAP Public Directory, the Avaya Session Border Controller for Enterprise (SBCE) must securely proxy the non-SIP traffic. The specific feature designed for this purpose is the Application Relay. An administrator configures an Application Relay for the LDAP protocol (typically over TCP), defining the internal LDAP server as the destination and a listening port on the SBCE's public interface. This relay is the fundamental mechanism that allows the LDAP queries to traverse the SBCE securely from the external network to the internal enterprise network.

A. an LDAP End Point Policy Group: This is incorrect because "LDAP End Point Policy Group" is not a specific type of object in the SBCE. A standard End Point Policy Group is modified to apply the Application Relay rule, but the relay itself must be configured first.

B. a reverse proxy for LDAP: This is incorrect as "reverse proxy" is a generic industry term. While the Application Relay functions as a reverse proxy, the specific configuration item within the Avaya SBCE is called an "Application Relay".

D. an LDAP Server Flow: This is incorrect because Server Flows on the SBCE are specifically used to define routing paths for SIP signaling and their associated media streams, not for application-layer protocols like LDAP.

1. Avaya, "Administering Avaya Session Border Controller for Enterprise Release 10.1," Document Number NN43001-701, Issue 1.0, November 2022.

Section: Application Relay, Page 351. This section states, "Application Relay enables the Avaya SBCE to act as a proxy for various applications, such as, LDAP, HTTP, HTTPS, and XMPP... For example, you can use Application Relay to provide remote workers access to the corporate directory through LDAP." The document then details the procedure, which begins with creating the Application Relay object.

2. Avaya, "Avaya Session Border Controller for Enterprise Implementation and Maintenance," Course Code 4U00061I, Student Guide, Volume 1, Release 8.0, June 2019.

Module 7: Configuring Remote Worker, Lesson: Configuring Application Relay for LDAP, Page 241. This official courseware explicitly outlines the steps: "The configuration of LDAP for remote workers requires two steps: 1. Configure Application Relay for LDAP. 2. Add the Application Relay to the Remote Worker End Point Policy Group." This confirms that the Application Relay is the primary, distinct configuration item created for this purpose.

Discipline 4, "Determining Root Cause," of the 8D Troubleshooting Methodology involves in-depth analysis, hypothesis testing, and verification to find the fundamental origin of a problem. Within the Avaya tiered support model, this level of complex investigation is the designated responsibility of Avaya Tier 3 support. Tier 3 consists of senior engineers and subject matter experts who are engaged when an issue cannot be resolved by lower tiers and requires deep product knowledge to identify the underlying cause and develop a permanent solution.

A. Business Partners: Business Partners typically provide Tier 1 or Tier 2 level support and escalate complex, unresolved issues to Avaya, rather than performing the final root cause analysis.

B. Avaya Tier 2: Tier 2 support focuses on resolving known issues and performing initial diagnostics. They escalate to Tier 3 when the problem's root cause is unknown or requires engineering-level expertise.

C. Third Party Support: This group is responsible for non-Avaya components within a solution. While they may assist in the investigation, Avaya Tier 3 retains ownership for determining the root cause of an Avaya product issue.

1. Avaya Learning, Course 72300C: Troubleshooting Methodology for Avaya Aura® Communication Applications. This course, which prepares for the 72301X exam, explicitly outlines the roles of different support tiers within the 8D framework. Module 2, "The 8D Troubleshooting Process," details that Tier 3 is responsible for Disciplines 4 (Determine Root Cause) and 5 (Choose and Verify Permanent Corrective Actions).

2. Avaya Aura® Communication Applications Support Exam (72301X) Study Guide, Version 4.0. The section on "Avaya Support Process and Procedures" describes the escalation path. It defines Tier 3 as the final point of internal escalation for complex problem resolution, which inherently includes root cause analysis for new or systemic faults.

In a standard Avaya Aura® 7 architecture, call routing is centralized through Avaya Aura® Session Manager (SM). Communication Manager (CM) is configured with a SIP trunk to SM. When a call is directed to voicemail (e.g., a coverage path points to a voicemail hunt group), CM routes the call over the SIP trunk to SM. Session Manager then processes the call based on its routing policies. A configured Dial Pattern or Regular Expression matches the dialed voicemail access number and directs the call to the SIP Entity corresponding to Avaya Aura® Messaging (AAM). This is the standard method for integrating applications into the Aura core.

A. Using a direct SIP trunk group between CM and AAM.

This configuration bypasses Session Manager, which contradicts the standard centralized SIP routing architecture of Avaya Aura® 7.

B. Using a direct H323 trunk group between CM and AAM.

Avaya Aura® Messaging is a native SIP application. While legacy integrations existed, the standard protocol for integration in Aura 7 is SIP, not H.323.

C. Using SIP via Avaya Aura® Session Manager (SM), AAM is built as a user with a Communication Profile and registry routing forwards the calls to AAM.

AAM is an application server, not a user endpoint. It is configured in Session Manager as a SIP Entity and Application, not as a user with a Communication Profile.

1. Avaya Aura® Solution Description, Release 7.0 (November 2016)

Page 101, Section: Call flows, Figure 29: Voicemail call flow: This diagram and the accompanying text illustrate the call path from a phone, through Communication Manager, to Session Manager, and then to Avaya Aura Messaging. It explicitly shows Session Manager as the routing core between CM and AAM.

Page 102: "Communication Manager routes the call to Session Manager. Session Manager routes the call to Messaging." This confirms that routing is not direct but mediated by Session Manager.

2. Administering Avaya Aura® Session Manager, Release 7.1 (December 2017)

Page 219, Section: Dial patterns: This section describes how dial patterns are used to route calls. It states, "Use the Dial Pattern page to administer dial patterns that Session Manager uses to route session requests to the appropriate destination." This is the mechanism used to route calls to applications like AAM based on the dialed number.

3. Implementing Avaya Aura® Messaging, Release 7.1 (December 2017)

Page 51, Section: Administering Session Manager for Messaging: This section details the configuration steps within Session Manager, which include creating a SIP Entity for the Messaging server, an Application Sequence, and a Routing Policy with a Dial Pattern that points to the Messaging application. This directly supports the process described in the correct answer (D) and refutes the user-based configuration (C).

Avaya Aura® Application Enablement Services (AES) is a server-based software solution that provides an enhanced set of telephony APIs for application developers. Its primary function is to enable Computer Telephony Integration (CTI). The core supported standards include the Telephony Server API (TSAPI), which is Avaya's implementation of the ECMA Computer Supported Telecommunications Applications (CSTA) standard, and the Java Telephony API (JTAPI), a standard Java-based interface for CTI. Therefore, CSTA, TSAPI, and JTAPI are the fundamental standards and APIs supported by AES for building third-party applications.

B. Media Stream Reservation Protocol (MSRP): This protocol is used for session-based instant messaging, not for the CTI call control functions that are the primary purpose of AES.

E. Far End Camera Control (FECC): This is a protocol used within video conferencing standards (like H.224/H.281) to control a remote camera, which is outside the scope of core AES CTI functionalities.

1. Avaya Aura® Application Enablement Services Overview and Specification, Release 8.1.3, Issue 1, December 2020.

Page 8, Section: Application Enablement Services APIs: "Application Enablement Services provides an open, standards-based and extensible set of APIs... These APIs include Telephony Services API (TSAPI), Java Telephony API (JTAPI), and Web Services."

Page 9, Section: Telephony Services API (TSAPI) Service: "The TSAPI Service is an Avaya implementation of the Computer Supported Telephony Applications (CSTA) Phase III standard, as specified by ECMA International." This statement directly supports answers A and C.

Page 9, Section: Java Telephony API (JTAPI) Service: "The JTAPI Service provides a Java-based programming interface to the telephony features and capabilities of Communication Manager." This supports answer D.

2. Administering Avaya Aura® Application Enablement Services, Release 8.1.3, Issue 1, December 2020.

Page 11, Chapter 2: AE Services Management Console: The main menu of the administration interface lists key services, including "CSTA," "TSAPI," and "JTAPI," confirming these are the primary, configurable components.

Page 109, Chapter 9: TSAPI link administration: This chapter is dedicated to the configuration of TSAPI links, demonstrating it is a core supported service.

Page 117, Chapter 10: JTAPI Service: This chapter details the configuration of the JTAPI provider, confirming its support.

Avaya Aura® System Manager (SMGR) is the centralized administration platform for Avaya Breeze™. After a Breeze server is installed and added to a cluster, its service state must be explicitly set to "Accept New Service" within the SMGR web interface. If this step is missed, the server will not process any new sessions, such as WebRTC calls. The Breeze Dashboard within SMGR provides a high-level overview of the cluster's health and the service state of each server, making it the correct location to verify this critical configuration setting.

A. Avaya Breeze ™ web GUI, and navigate to Avaya Breeze ™ Dashboard.

The individual Breeze server's web GUI is used for node-specific maintenance and viewing logs, not for managing its cluster service state, which is controlled by System Manager.

B. Avaya Breeze ™ command line, and run the status service command.

The status service command on a Breeze server shows the status of its local processes (e.g., running/stopped), not the administrative "Accept Service" state managed by System Manager.

D. Avaya Aura® System Manager command line, run the status service command.

This command checks the status of the System Manager's own internal services, not the configuration or service state of a managed element like an Avaya Breeze™ server.

---

1. Avaya Aura® Communication Manager Documentation Library, Administering Avaya Breeze™ Platform, Release 4.0, (November 2021), Page 29, Section: "Breeze cluster administration".

The document states: "Use the Cluster Administration page to view the status of each server in the selected cluster and to change the service state of a server." It details the procedure for changing the state to "Accept New Service" using the System Manager web interface under Elements > Breeze > Cluster Administration. The Dashboard provides a summary of this information.

2. Avaya Learning, Avaya Breeze® and Engagement Designer Implementation and Maintenance (72301X) Courseware, Module: "Breeze Administration and Management".

University-style courseware for this certification explicitly teaches that all cluster-level administration, including managing the service state of individual Breeze nodes ("Accept New Service", "Deny New Service"), is performed exclusively through the Avaya Aura® System Manager graphical user interface. The Breeze Dashboard is presented as the primary starting point for monitoring cluster status.

In an Avaya Aura® environment where calls are routed via Session Manager, the Session Manager is the central point for SIP signaling policy and routing. The most appropriate and architecturally sound location to correct signaling information, such as the Caller ID in SIP headers, is within Session Manager itself. The DigitConversionAdapter is a specific tool designed for this purpose. It can modify the P-Asserted-Identity (PAI) and From headers, which Avaya Aura® Messaging (AAM) uses to identify the caller's mailbox. Using fromto=true ensures the From header is also manipulated, providing a comprehensive fix before the call reaches AAM.

A. The clid-numbering form in Communication Manager is primarily intended for manipulating Calling Line Identification on ISDN trunks, not for internal SIP entity routing via Session Manager.

B. Creating a caller ID modification rule in AAM is a workaround that corrects the number after it has been incorrectly received. The best practice is to fix the signaling issue at its source or within the core routing element (Session Manager).

D. The public-unknown-numbering form in Communication Manager is used to format the calling party number for calls going out to the public telephone network (PSTN), not for an internal SIP trunk to AAM.

1. Avaya Aura® Session Manager Documentation:

Administering Avaya Aura® Session Manager, Release 8.1.3 (NN43001-600, November 2021). In the chapter "Adapters," the section on "DigitConversionAdapter parameters" details how this adapter is used to modify digits in various SIP headers, including P-Asserted-Identity and From. It explicitly mentions the use of parameters like fromto to control which headers are modified for calling party information. (See Chapter: Adapters, Section: DigitConversionAdapter parameters).

2. Avaya Aura® Communication Manager Documentation:

Feature Description and Implementation for Avaya Aura® Communication Manager, Release 8.1.3 (03-603569, November 2021). The section "Calling Party Number - Public Network" describes the function of the public-unknown-numbering form for external calls. Another section, "Calling Line Identification (CLID) on ISDN-PRI Trunks," describes the clid-numbering form, confirming these are for specific, non-SIP trunking scenarios. (See Index for "public-unknown-numbering" and "clid-numbering").

3. Avaya Aura® Messaging Documentation:

Administering Avaya Aura® Messaging, Release 7.1 (NN43100-600, June 2017). In the chapter "Administering telephone user interfaces," the section "Caller ID modification rules" explains that these rules are used within AAM to "modify the format of the caller ID that the system receives." This confirms its role as a receiving-end application-level adjustment, not a core network signaling fix. (See Chapter: Administering telephone user interfaces).

The primary function of the Avaya Session Border Controller for Enterprise (SBCE) in a remote worker deployment is to provide secure, application-layer connectivity for SIP-based unified communications. It creates a secure tunnel for signaling (via TLS) and media (via SRTP) between the remote endpoint and the corporate network. This architecture provides robust security, including topology hiding and denial-of-service protection, specifically for UC traffic, thereby eliminating the requirement for a traditional, full-tunnel Virtual Private Network (VPN) client for voice and video services.

A. The dial plan is configured in Avaya Aura® Communication Manager and is consistent for a user regardless of whether they are in the office or remote.

B. SBCE is a security gateway; it does not limit telephony features. Remote Workers have access to the same feature set provided by Communication Manager as Office Workers.

D. SBCE can be configured to securely proxy HTTP/HTTPS requests, allowing remote phones to connect to internal file servers (like AADS) to download new firmware and configuration files.

1. Avaya Session Border Controller for Enterprise R10.1.0 Overview and Specification (NN43001-111), Page 13, Section: "Remote Worker".

The document states: "The Remote Worker feature of Avaya SBCE provides secure remote access to Avaya Aura® for SIP endpoints without requiring a Virtual Private Network (VPN) connection." This directly supports the correct answer (C).

2. Administering Avaya Session Border Controller for Enterprise Release 8.1 (Document number 16-603836), Page 21, Section: "Avaya SBCE features and benefits".

It lists a key benefit as: "Secure connectivity for remote workers without the need for a VPN client." This further validates answer C.

3. Avaya Aura® Communication Manager Feature Description and Implementation (555-245-207), Chapter: "Overview of Features".

This document details that features are assigned to stations, COR, and COS within Communication Manager. The access method (local LAN vs. remote via SBCE) does not inherently change the available feature set, making option B incorrect. The dial plan (ARS/AAR) is also a core CM function, making option A incorrect.

In a modern Avaya Aura® Contact Centre (AACC) environment, agent desktops are typically SIP-based endpoints, such as Avaya Agent for Desktop. For these SIP agents, Application Enablement Services (AES) provides Computer Telephony Integration (CTI) by communicating with Avaya Aura® Session Manager, not directly with Communication Manager (CM) for call events. The standard-based protocol used for this communication between AES and Session Manager is TR/87, which specifies CSTA (Computer Supported Telecommunications Applications) over SIP. Session Manager then communicates with CM to control the call. Therefore, within the message flow for an AACC SIP agent, TR/87 is the essential CTI protocol used by AES.

A. WCF: Windows Communication Foundation (WCF) is a Microsoft programming framework and not a telephony signaling or CTI protocol used between Avaya Aura® core components.

B. ASAI/TSAPI: The ASAI (Adjunct/Switch Application Interface) protocol is used for the direct CTI link between AES and CM. However, this link is primarily for controlling non-SIP (e.g., H.323/DCP) endpoints, not for the modern AACC SIP agent architecture.

C. DMCC/TSAPI: DMCC (Device, Media, and Call Control) is a service used by AES for controlling endpoint devices and media streams, such as the AACC softphone client, but it is not the primary protocol for call-state event signaling.

1. Avaya Aura® Contact Center Solution Description (NN43001-109, Issue 11.0, July 2017):

Page 26, Section: Avaya Aura® Application Enablement Services: "For SIP agent support, Application Enablement Services uses the TR/87 protocol to communicate with Session Manager." This document explicitly states that TR/87 is the protocol used for SIP agents in an AACC context.

2. Avaya Aura® Application Enablement Services Overview and Specification (02-300360, Issue 11, May 2017):

Page 11, Section: CSTA Service: "The CSTA service provides an ECMA-323 CSTA Phase III XML interface that is compliant with the TR/87 standard from the SIP Forum... The CSTA service uses the TR/87 standard to communicate with Avaya Aura® Session Manager." This confirms AES uses TR/87 to communicate with Session Manager.

3. Application Notes for configuring Avaya Aura® Contact Center 7.0.2 with Avaya Aura® Communication Manager 7.1, Avaya Aura® Session Manager 7.1 and Avaya Aura® Application Enablement Services 7.1 (May 2017):

Page 4, Figure 1: Avaya Aura® Contact Center with Avaya Aura® - System Architecture: The system architecture diagram clearly illustrates a communication link labeled "TR87" between the Application Enablement Services server and the Session Manager. This visual evidence from an official configuration guide reinforces the protocol's role in the message flow.

The 8D Troubleshooting Methodology is a sequential problem-solving process. After Discipline 4, where the root cause of the problem is identified and verified, the team proceeds to Discipline 5. The primary purpose of Discipline 5 is to brainstorm, evaluate, and select the most effective permanent corrective action(s) to eliminate the identified root cause. This step focuses on choosing the optimal solution before it is implemented, ensuring it will be effective and will not introduce new problems. The implementation itself occurs in the subsequent discipline, D6.

A. Discipline 5 – Implement a Work-around: Implementing a work-around or interim containment action is the purpose of Discipline 3, not Discipline 5.

B. Discipline 5 – Implement Corrective Actions: The implementation of the permanent corrective actions is performed in Discipline 6, after they have been chosen and verified in Discipline 5.

D. Discipline 5 – Prevent Recurrences: Preventing the problem from recurring is the objective of Discipline 7, which involves standardizing the changes and updating systems and procedures.

1. Avaya Professional Services. (2009). Avaya Tier 3+ Problem and Incident Management Process Description (Document ID: PIMProcessR3.0Issue1.0). Section 4.6, "D5: Choose and Verify Corrective Action," p. 14. This official document states, "The purpose of this step is to select the best permanent corrective action to remove the root cause and to verify that the decision will be successful."

2. University of Washington, Department of Mechanical Engineering. (n.d.). ME 495: Introduction to Mechanical Design - 8D Problem Solving. Lecture Slides. Slide 11, "The 8 Disciplines," lists the step following D4 (Determine Root Cause) as "D5: Develop/Choose Permanent Corrective Action(s) (PCA)."

Avaya Aura® Contact Center (AACC) integrates with Avaya Aura® Communication Manager via Application Enablement Services (AES). The core protocol for this Computer Telephony Integration (CTI) link is the Telephony Services Application Programming Interface (TSAPI). The AACC server establishes a persistent TSAPI connection to the AES server. This connection allows AACC to monitor agent extensions, receive call events, and execute third-party call control functions (e.g., answer, hold, transfer), which are fundamental for contact center operations and are reflected on the agent's desktop application.

A. WCF: Windows Communication Foundation (WCF) is a Microsoft framework for building applications; it is not the specific CTI protocol used for AACC-to-AES communication.

C. TR/87: While AES supports TR/87 for web services-based CTI, AACC's primary and foundational CTI integration for server-based call control relies on the stateful TSAPI protocol.

D. DMCC: Device, Media, and Call Control (DMCC) is used for first-party call control, typically for softphone applications to control a specific device and its media stream, not for the server-level third-party call control that AACC requires.

1. Avaya Aura® Contact Center - Solution Description (NN42001-110, Issue 11.01, June 2017): In the "Avaya Aura® Contact Center CTI service" section, it states, "The CTI service uses a Telephony Services Application Programming Interface (TSAPI) link to Avaya Aura® Application Enablement Services to provide telephony integration with Communication Manager." (See Chapter 2: Architecture, Page 2-10).

2. Avaya Aura® Application Enablement Services Overview and Specification (02-300363, Issue 11.0, November 2016): This document describes the services offered by AES. In the section on TSAPI Service, it details its function for third-party call control, which is the model used by applications like AACC. It explicitly lists "Contact Center" as a primary application type for the TSAPI service. (See Chapter 2: AE Services, Section: TSAPI Service).

3. Implementing Avaya Aura® Contact Center (7.0), Course Number 72301C, Student Guide: The course material on AACC architecture consistently depicts the Communication Control Toolkit (CCT) server component of AACC connecting to AES via a TSAPI link for CTI messaging. (Module: AACC Architecture).

The Avaya Diagnostic Methodology (ADM) is an 8-step structured troubleshooting process. The question states that the first three steps (State the Problem, Detail the Findings, Clarify the Problem) have been completed by the customer or partner. The subsequent steps performed by Avaya support involve identifying the root cause and then implementing a solution. Since "Identify the Root Cause" is not provided as an option, the next logical phase in the resolution process from the choices available is "Implement a solution." This step is central to resolving the reported issue before it can be verified and documented.

A. Install a patch to fix the problem.

This is a specific type of solution. The general step is to "Implement a solution," which could also involve a configuration change or other corrective actions.

B. Praise individuals for contribution.

This is the final step (Step 8) in the ADM process, which occurs after the problem has been fully resolved, verified, and documented.

D. Update the Knowledge Management database.

This is Step 7 of the ADM process, performed after a solution has been implemented and successfully verified (Step 6), but before the final step.

1. Avaya Learning, Course 7230XCT, Avaya Aura® Communication Manager and CM Messaging - Embedded Maintenance and Troubleshooting.

Reference: Module on "Avaya Diagnostic Methodology (ADM)". This courseware details the 8-step ADM process, clearly placing "Implement a Solution" as Step 5, which follows the initial problem definition and root cause analysis phases.

2. Official Avaya Partner Training Materials on Avaya Diagnostic Methodology (ADM).

Reference: "Avaya Diagnostic Methodology for BusinessPartners" guide, Section: "The 8 Steps of ADM". The document lists the sequential steps as: 1. State the Problem, 2. Detail the Findings, 3. Clarify the Problem, 4. Identify the Root Cause, 5. Implement a Solution, 6. Verify the Solution, 7. Update Knowledge Management, 8. Praise Individuals. This confirms that implementing a solution is the next major phase after the initial data gathering and analysis.

Avaya Aura® Messaging (AAM) is a flexible messaging platform that supports various deployment models and configurations. It can be deployed in a virtualized environment using VMware or on Avaya's proprietary System Platform, providing deployment flexibility (B). A core feature of its unified messaging capability is the choice of message store; administrators can select either the integrated Avaya Message Store (AMS) or an external Microsoft Exchange server to store voice messages (C). For scalability and high availability, AAM supports a multi-server (distributed) configuration where the Application Server (handling call processing) is logically and physically separated from the server hosting the Avaya Message Store (D).

A. Port allocation in AAM is configurable and dynamic based on system needs; there is no fixed, mandatory reservation of 20 ports specifically for retrieving messages.

E. An Avaya Aura® Messaging application server supports up to 300 simultaneous SIP or H.323 sessions, not 100. The figure of 100 sessions per server is incorrect.

1. Avaya Aura® Messaging Overview and Specification, Release 7.1 (Document ID: 03-603836, Issue 10, September 2017)

For B: Page 10, Section "Deployment options," states, "Avaya Aura® Messaging can be deployed as a virtualized application on VMware vSphere ESXi... Messaging can also be deployed on System Platform."

For C: Page 12, Section "Message storage," details the two options: "Avaya Message Store (AMS)" and "Microsoft Exchange Server."

For E: Page 15, Table 3 "Avaya Aura® Messaging capacities," specifies "Maximum number of voice ports per application server" as "300."

2. Planning for Avaya Aura® Messaging, Release 7.1 (Document ID: 16-603837, Issue 10, September 2017)

For D: Page 18, Section "Distributed configuration," describes the architecture: "In a distributed configuration, you can have one or more Application servers and one or more Storage servers." This confirms the separation of roles.