Question bank
Avaya Cloud Office™ Administrator
40 Avaya Cloud Office™ Administrator questions with the correct answer and a written explanation, organised across 5 exam domains.
- 40 questions
- 5 domains
- Foundation level
certilumQuestion index
Jump straight to any question. Answers and explanations are inline.
Administration and Maintenance
8 questions in this domain
- Question 1Single Choice
Which task is the primary responsibility of an Avaya Cloud Office administrator regarding system backups?
- AExporting Auto Attendant scriptsCorrect answer
- BBacking up the entire SQL database
- CTaking server snapshots
- DRestoring voicemail recordings older than 90 days
Why this is the answer
The administrator exports logical configurations like Auto Attendant scripts; infrastructure backups are handled by Avaya.
- Question 2Multiple Select
Which steps are part of managing a feature release in Avaya Cloud Office? (Select all that apply.)
- AReviewing release notesCorrect answer
- BCreating a pilot groupCorrect answer
- CRolling back the entire platform version
- DNotifying pilot users about changesCorrect answer
Why this is the answer
Release notes, pilot groups, and user communication are key; version rollback is not possible in a cloud model.
- Question 3Interactive
Based on the change request snippet below, what required component is missing?
- ARollback planCorrect answer
- BApprover name
- CChange window
- DRisk level
Why this is the answer
Every change request must include a rollback plan; other fields are also required but are present in the snippet.
- Question 4Single Choice
Which security setting requires users to provide additional verification beyond a password?
- APassword policy
- BMulti-factor authentication (MFA)Correct answer
- CIP access restrictions
- DSession timeout
Why this is the answer
MFA adds a second verification step; password policy, IP restrictions, and session timeout are different controls.
- Question 5Multiple Select
Which practices are considered best for maintaining an internal knowledge base for Avaya Cloud Office? (Select all that apply.)
- AUsing version control for proceduresCorrect answer
- BUpdating documents only after major releases
- CCross-referencing related articlesCorrect answer
- DLimiting editing rights to a single administrator
Why this is the answer
Version control and cross-references improve accuracy; updates should be continuous, and editing should be shared.
- Question 6Interactive
Given this CSV export of users, what is true about restoring a user from this file?
- AAdvanced call forwarding settings are preserved
- BOnly basic user fields are restoredCorrect answer
- CDuplicate extension numbers are allowed
- DThe file must be in JSON format for import
Why this is the answer
CSV export contains only basic fields; advanced settings like call forwarding must be manually reconfigured.
- Question 7Single Choice
Which type of update is applied automatically by Avaya without administrator intervention?
- AFeature release
- BSecurity patchCorrect answer
- CPilot program
- DBeta feature
Why this is the answer
Security patches are mandatory and automatically applied after a vendor-defined window; feature releases may be optional.
- Question 8Multiple Select
Which roles are predefined in Avaya Cloud Office for access control? (Select all that apply.)
- ASuper AdminCorrect answer
- BUser AdminCorrect answer
- CHelp Desk Admin
- DBilling AdminCorrect answer
Why this is the answer
Super Admin, User Admin, and Billing Admin are predefined; Help Desk Admin is not a standard role.
Call Routing and Feature Configuration
10 questions in this domain
- Question 9Single Choice
Which Avaya Cloud Office feature is designed to manage high-volume inbound calls by placing callers on hold and distributing them to agents?
- AAuto Attendant
- BCall QueueCorrect answer
- CHunt Group
- DPaging Group
Why this is the answer
A Call Queue explicitly holds callers on hold and distributes them to agents, unlike a Hunt Group which rings members directly without holding.
- Question 10Multiple Select
Which two statements are true regarding emergency (E911) call routing in Avaya Cloud Office?
- AAuto Attendant can be used to route 911 calls to the security desk.
- BEmergency calls bypass all user call forwarding rules.Correct answer
- CThe ELIN provides a callback number and location to the PSAP.Correct answer
- DTime-based routing rules are applied to emergency calls after hours.
Why this is the answer
Emergency calls always bypass forwarding and other routing rules. The ELIN (Emergency Location Identification Number) is transmitted to the PSAP for location and callback.
- Question 11Interactive
Examine the dial plan configuration snippet. What happens when a user dials 5555?
- AThe call is routed externally because no external access code was dialed.
- BThe call is routed internally as an extension within the defined range.Correct answer
- CThe call fails because the dialed digits do not match any configured pattern.
- DThe call is forwarded to the system operator.
Why this is the answer
With extension length set to 4 and a range of 1000-1999, dialing 5555 matches the internal extension pattern, so it is routed internally.
- Question 12Single Choice
What is the first step in the number porting process for Avaya Cloud Office?
- ASubmit a Letter of Authorization (LOA) to Avaya.Correct answer
- BReceive the Firm Order Commitment (FOC) date from the losing carrier.
- CConfigure the extension length in the dial plan.
- DTest the cutover by placing a test call.
Why this is the answer
The porting process begins with a signed LOA, which Avaya then validates and submits to the losing carrier.
- Question 13Multiple Select
Which two Avaya Cloud Office features require an additional license to be enabled?
- AVoicemail-to-email
- BCall recordingCorrect answer
- CSilent MonitorCorrect answer
- DPresence synchronization
Why this is the answer
Call recording and Silent Monitor (a monitoring feature) require specific licenses. Voicemail-to-email and presence sync are standard features.
- Question 14Interactive
Review the supervisor capability code. What must be configured before 'Whisper' coaching can be used during a live call?
- AThe supervisor must have the ACO Supervisor license assigned.Correct answer
- BThe agent must have Do Not Disturb enabled.
- CA call queue must be configured for the agent.
- DThe supervisor's presence must be set to Available.
Why this is the answer
Monitoring features like Whisper require the supervisor to have the appropriate license (e.g., ACO Supervisor bundle) and be in a manager relationship with the agent.
- Question 15Single Choice
What is the purpose of an Emergency Location Identification Number (ELIN) in Avaya Cloud Office?
- AIdentifies the user's extension number.
- BRoutes the call to the user's voicemail.
- CProvides a callback number and physical location to the PSAP.Correct answer
- DEnables call recording for compliance.
Why this is the answer
The ELIN is a DID number associated with a location; it is transmitted to the PSAP so dispatchers can identify the caller's location and call back if needed.
- Question 16Multiple Select
Which two actions are explicitly prohibited when configuring emergency 911 call handling in Avaya Cloud Office?
- AForwarding 911 calls to a mobile phone.Correct answer
- BRouting 911 calls through an Auto Attendant.Correct answer
- CDialing 911 directly without a prefix.
- DSending 911 calls to a call queue.
Why this is the answer
Emergency calls must always bypass call forwarding and Auto Attendant; they must ring directly to the user's device. Direct dialing without a prefix is actually required by Kari's Law. Sending to a queue is also prohibited but only two options need to be selected; the most clearly prohibited are forwarding and Auto Attendant.
- Question 17Interactive
Look at the call forwarding configuration. How does this setting affect a user's emergency 911 call?
- AThe emergency call is forwarded to voicemail because of the busy rule.
- BThe emergency call bypasses the forwarding rule and rings directly.Correct answer
- CThe emergency call is routed through the Auto Attendant first.
- DThe emergency call is blocked because forwarding is active.
Why this is the answer
Avaya Cloud Office automatically prevents any call forwarding from affecting emergency 911 calls. They always ring directly to the user's device regardless of personal forwarding rules.
- Question 18Single Choice
What must an administrator configure in the user's feature profile to enable on-demand call recording?
- AEnable call recording in the user's feature profile.
- BAssign a softkey or feature code for recording.
- CBoth enabling recording in the profile and assigning a softkey/feature code are required.Correct answer
- DOnly a supervisor license is needed; no other configuration.
Why this is the answer
On-demand recording requires the administrator to first enable the call recording feature on the user's profile and then provide a softkey or feature code so the user can activate it during a call.
Cloud Office Overview and Architecture
6 questions in this domain
- Question 19Single Choice
Which component acts as the gateway between a customer's local network and the Avaya Cloud Office core, handling SIP signaling and media transcoding?
- ASession Border Controller (SBC)Correct answer
- BAdmin Portal
- CAuto Attendant
- DCall Queue
Why this is the answer
The SBC serves as the gateway for SIP signaling and media, handling security and transcoding between the customer network and the cloud core.
- Question 20Multiple Select
Which of the following are key benefits of Avaya Cloud Office compared to an on-premises PBX? (Choose two.)
- ANo capital expenditure on hardwareCorrect answer
- BAutomatic updates and maintenance by AvayaCorrect answer
- CRequires dedicated on-premises servers for failover
- DPhysical control of all data centers
Why this is the answer
Avaya Cloud Office eliminates hardware CapEx and includes automatic updates; on-premises servers and physical data center control are not required.
- Question 21Interactive
An administrator configures a webhook for call completion events. Review the sample payload. Which field should the receiving system use to ensure idempotency?
- Aevent_idCorrect answer
- Buser_id
- Ccall_duration
- Dtimestamp
Why this is the answer
The event_id field is unique per delivery and should be used to detect and ignore duplicate events for idempotent processing.
- Question 22Single Choice
Which deployment model provides physical isolation of customer infrastructure at the hypervisor level?
- ADedicated Private CloudCorrect answer
- BMulti-Tenant Public Cloud
- CHybrid Cloud
- DOn-Premises IP Office
Why this is the answer
Dedicated Private Cloud provides isolated VMs or bare-metal servers, offering stronger tenant isolation than multi-tenant public cloud.
- Question 23Multiple Select
Which of the following are customer responsibilities under the shared security model for Avaya Cloud Office? (Choose two.)
- AEnforcing multi-factor authentication for usersCorrect answer
- BManaging API token rotation and securityCorrect answer
- CPatching the hypervisor in the data center
- DConfiguring physical access controls at the provider's facility
Why this is the answer
MFA enforcement and API token management are customer responsibilities; hypervisor patching and physical access are provider responsibilities.
- Question 24Interactive
An Avaya IP phone is failing to register. The administrator checks the DHCP options. Review the snippet. Which option is missing that is essential for provisioning?
- AOption 160Correct answer
- BOption 66
- COption 150
- DOption 43
Why this is the answer
Option 160 provides the provisioning server URL; without it, the phone cannot obtain its configuration file from Avaya Cloud Office.
Reporting and Monitoring
6 questions in this domain
- Question 25Single Choice
An administrator needs to generate a report showing the average time customers wait before hanging up. Which report type should they use?
- AStandard Queue Activity ReportCorrect answer
- BStandard Agent Performance Report
- CCustom Report with Abandoned Calls metrics
- DCustom Report with Average Speed of Answer
Why this is the answer
The Average Abandoned Call Wait Time is a metric found in the Queue Activity Report (standard). The scenario asks for 'average time customers wait before hanging up', which corresponds to abandoned calls, not answered calls. The standard Queue Activity Report includes this metric, making it the correct choice.
- Question 26Multiple Select
Which two metrics are directly associated with call quality monitoring in Avaya Cloud Office?
- AJitterCorrect answer
- BAverage Speed of Answer (ASA)
- CPacket LossCorrect answer
- DService Level Percentage
Why this is the answer
Jitter and packet loss are objective call quality metrics. ASA and Service Level are queue performance metrics, not direct call quality measurements.
- Question 27Interactive
Based on the following call quality data excerpt, which metric is exceeding the recommended threshold?
- AMean Opinion Score (MOS) of 3.8
- BJitter of 45 msCorrect answer
- CLatency of 120 ms
- DPacket loss of 0.2%
Why this is the answer
The Avaya recommended threshold for jitter is less than 30 ms. A jitter of 45 ms exceeds that, indicating potential audio quality issues. MOS 3.8 is above 3.5 (good), latency 120 ms is below 150 ms, and packet loss 0.2% is below 0.5%.
- Question 28Single Choice
An organization must retain audit logs for HIPAA compliance (minimum 6 years). What should the administrator configure?
- ASet the retention policy to 6 years in the Avaya Cloud Office subscription settings
- BUpgrade to a license tier that supports extended retention (e.g., 7 years) and set the retention period accordinglyCorrect answer
- CExport logs manually every 90 days and store them on a local server
- DEnable legal hold for all logs to prevent automatic deletion
Why this is the answer
Avaya Cloud Office retention is tied to the license tier. Basic plans may only offer 90 days. To achieve 6 years, the tenant needs a higher tier (e.g., advanced compliance plan) that supports up to 7 years, and the retention period must be configured. Manual export is not a platform-supported method for continuous retention. Legal hold is for specific logs, not a blanket solution.
- Question 29Multiple Select
Which two diagnostic tools are appropriate for verifying network connectivity to Avaya Cloud Office?
- APingCorrect answer
- BSystem Status Application (SSA)
- CTracerouteCorrect answer
- DCall Detail Record (CDR) export
Why this is the answer
Ping and traceroute are standard network diagnostic commands used to verify connectivity and path to Avaya's session border controllers. SSA is an endpoint-level tool for device diagnostics, not for network reachability. CDRs are for call history, not real-time connectivity.
- Question 30Interactive
An administrator configures the alert rule shown below. Which notification channel will be used for this alert?
- AEmail
- BSMS
- CSyslogCorrect answer
- DWebhook
Why this is the answer
The code block shows the alert is configured to use Syslog with server '192.168.1.100' and facility 'local0'. Therefore, the notification channel is Syslog. Email, SMS, and Webhook are not indicated.
User and Device Management
10 questions in this domain
- Question 31Single Choice
What is the maximum number of users that can be created in a single CSV import in the Avaya Cloud Office portal?
- A100
- B500Correct answer
- C1000
- D250
Why this is the answer
The portal supports importing up to 500 users per CSV file as stated in the documentation.
- Question 32Multiple Select
Which Avaya Cloud Office roles can create new user accounts? (Select two.)
- ASuper AdminCorrect answer
- BAdminCorrect answer
- CUser
- DRead-only Admin
Why this is the answer
Super Admin and Admin roles have permission to create users; User and Read-only Admin cannot.
- Question 33Interactive
A desk phone is registered but not ringing for inbound calls. Examine the configuration snippet and identify the most likely cause.
- AThe device is not assigned to a user extensionCorrect answer
- BThe DHCP option 242 is misconfigured
- CThe phone requires a factory reset
- DThe softphone license is missing
Why this is the answer
Without an assigned user extension, the phone cannot receive calls. Registration alone is insufficient.
- Question 34Single Choice
Which error code typically indicates a firmware update failure due to a download timeout?
- AE100
- BE304Correct answer
- CE200
- DE400
Why this is the answer
E304 corresponds to a download timeout, often caused by network issues.
- Question 35Multiple Select
Which two hunt group distribution methods are available in Avaya Cloud Office? (Select two.)
- ASimultaneousCorrect answer
- BSequentialCorrect answer
- CRandom
- DFixed order
Why this is the answer
Avaya Cloud Office supports simultaneous, sequential, and round-robin distribution. Random and fixed order are not standard.
- Question 36Interactive
After a user is deleted, how long does their license remain consumed before becoming available for reuse? Use the dashboard snippet to answer.
- AImmediately
- B30 daysCorrect answer
- C7 days
- D90 days
Why this is the answer
Deleted users remain in the system for a 30-day grace period, during which the license is still considered used.
- Question 37Single Choice
When a user belongs to multiple groups with conflicting feature access policies, which policy is applied by default?
- AThe most permissive policy
- BThe most restrictive policyCorrect answer
- CThe policy assigned to the first group
- DAn error is generated
Why this is the answer
The system applies the most restrictive policy when conflicts exist, unless a user-level override is set.
- Question 38Multiple Select
Which statements about softphone licensing are correct? (Select two.)
- AA softphone license is consumed when the admin assigns the entitlement to the userCorrect answer
- BA softphone license is consumed when the user first logs into the client
- CMultiple installations by the same user require only one licenseCorrect answer
- DEach installation requires its own license
Why this is the answer
The license is consumed upon assignment, not login. One license covers multiple installations with concurrent session limits.
- Question 39Interactive
An auto attendant is not switching to the after-hours greeting. Review the configuration snippet and identify what is missing.
- AThe after-hours greeting prompt is not recorded
- BThe auto attendant is not assigned to a DID number
- CThe business hours schedule is not definedCorrect answer
- DA call forwarding rule is set to always forward
Why this is the answer
Without a defined business hours schedule, the system cannot determine when to switch greetings.
- Question 40Single Choice
What is the recommended first step when a firmware update fails for a single device?
- APerform a factory reset on the device
- BCheck the update log and network connectivityCorrect answer
- CRoll back the firmware immediately
- DReplace the device with a new one
Why this is the answer
Diagnosing the failure by reviewing logs and network conditions should always be the first step.
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