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Avaya 3108 (Avaya Scopia Solution Implementation and Maintenance) exam dumps vce, practice test questions, study guide & video training course to study and pass quickly and easily. Avaya 3108 Avaya Scopia Solution Implementation and Maintenance exam dumps & practice test questions and answers. You need avanset vce exam simulator in order to study the Avaya 3108 certification exam dumps & Avaya 3108 practice test questions in vce format.
The Avaya 3108 exam, formally known as the Avaya Aura® Communication Manager Administration exam, is a crucial certification for telecommunications and IT professionals who are responsible for the day-to-day management of Avaya's flagship enterprise voice platform. This exam is designed to validate the core skills and knowledge required to perform essential administrative tasks, ensuring the smooth and efficient operation of a Communication Manager system. It serves as a benchmark for competency, signaling to employers that a certified individual has a proven ability to manage this complex and powerful platform.
The curriculum of the 3108 exam is comprehensive, covering a wide range of administrative functions. It focuses on the practical tasks that an administrator performs regularly, such as adding and modifying user extensions, configuring different types of telephones, and managing user features like call forwarding and voicemail access. The exam requires a deep, hands-on understanding of the system's administrative interfaces and command-line structure.
This certification is aimed at system administrators, voice engineers, and technical support personnel who work directly with the Avaya Aura Communication Manager. Passing the 3108 exam demonstrates not only a knowledge of the "what" but also the "how" of system administration. The questions are often scenario-based, requiring candidates to apply their knowledge to solve typical administrative challenges and configure solutions to meet specific business communication needs.
Preparing for the 3108 exam requires a combination of studying official Avaya documentation and, most importantly, extensive hands-on practice with a live or lab-based Communication Manager system. It is a test of practical proficiency, and success is a clear indicator that a professional is well-equipped to manage the vital voice communications infrastructure of a large organization.
To fully grasp the importance of the 3108 exam, it is essential to understand the central role that Avaya Aura Communication Manager plays in a modern enterprise communications landscape. Communication Manager is the core call-processing engine of the Avaya Aura Platform. It is, in essence, the brain of the telephone system, responsible for setting up, managing, and tearing down all voice and video calls within the organization and to the outside world.
It functions as a highly reliable and scalable Private Branch Exchange (PBX). It provides all the traditional telephony features that businesses rely on, such as extensions, call hold, call transfer, and conferencing. However, its capabilities go far beyond those of a traditional PBX. It is the foundation for a complete Unified Communications (UC) solution, designed to integrate voice, video, messaging, and collaboration into a single, cohesive platform.
Communication Manager works in concert with other components of the Avaya Aura suite. For example, it integrates with Avaya Aura Messaging for voicemail services, with Session Manager for advanced SIP-based call routing and third-party application integration, and with Avaya Contact Center solutions to provide the telephony foundation for sophisticated call centers. The 3108 exam focuses on the administration of this core component.
An administrator of Communication Manager is therefore not just managing a phone system; they are managing the critical infrastructure that enables all real-time communication for the enterprise. The stability and proper configuration of this system, which are the skills validated by the 3108 exam, have a direct impact on the organization's ability to communicate with its customers and for its employees to collaborate effectively.
A candidate for the 3108 exam should have a high-level understanding of the core architectural components of the Avaya Aura platform that Communication Manager is a part of. The architecture is designed for high availability and scalability, allowing it to serve organizations ranging from a few hundred users to tens of thousands. The primary component is, of course, the Communication Manager server itself.
The Communication Manager software runs on a dedicated server, which can be a physical appliance or a virtual machine. For high availability, it is typically deployed in a redundant configuration, with a primary server and a hot-standby server that can take over instantly if the primary server fails. This ensures the continuity of the core call-processing functions.
To connect to the traditional public telephone network (PSTN), the system uses media gateways. A media gateway is a device that provides the physical interface to the telephone lines, such as T1/E1 circuits or analog lines. It is responsible for converting the voice traffic between the traditional TDM (Time-Division Multiplexing) format and the modern IP (Internet Protocol) format used within the corporate data network.
The system also supports a wide variety of endpoints, or "stations." These include traditional digital telephones, modern IP telephones that connect to the data network, and softphones, which are software-based phones that run on a user's computer or mobile device. The 3108 exam will expect you to know how to administer all these different types of endpoints within the Communication Manager system.
A major focus of the 3108 exam is proficiency with the administrative interfaces used to configure and manage Avaya Aura Communication Manager. There are two primary interfaces that an administrator will use for their day-to-day tasks. The first is the System Management Interface (SMI), which is a web-based graphical user interface.
The SMI provides a user-friendly way to perform many common administrative tasks and to monitor the health of the system. From the SMI, you can access tools for managing system backups, viewing alarms, and managing security settings. While the SMI is useful for these system-level tasks, the bulk of the detailed configuration work is done through a different tool.
The second, and more powerful, interface is the Avaya Site Administration (ASA) client. This is a Windows-based software application that provides a terminal emulation interface to the Communication Manager's command line. This command-line interface, often referred to as the "SAT" (System Administration Terminal), is where administrators spend most of their time. It provides access to every single configuration command in the system.
The SAT uses a verb-noun command structure, such as display station 1234 or change system-parameters features. The 3108 exam requires you to be very comfortable with this command structure. You must know the key commands for adding, viewing, and modifying all the common system objects. Extensive practice with the ASA client is absolutely essential for exam success.
The 3108 exam curriculum requires an understanding of how Avaya Aura Communication Manager uses profiles and classes to manage features and permissions in a scalable way. Instead of configuring every single feature for each individual user, an administrator can create templates or profiles that contain a standard set of permissions. These profiles can then be assigned to many users, which simplifies administration and ensures consistency.
Two of the most important of these constructs are the Class of Service (COS) and the Class of Restriction (COR). The Class of Service determines which telephony features a user is allowed to access. For example, you could create one COS for standard office workers that enables basic features, and a separate COS for executives that enables more advanced features like call forwarding to an external number.
The Class of Restriction, on the other hand, is used to control a user's calling permissions. The COR determines what types of calls a user is allowed to make. For example, you could use a COR to prevent users in a lobby from making long-distance or international calls, while allowing all other employees to do so. A single COR can be assigned to many users, making it easy to manage toll restrictions across the organization.
By using these COS and COR profiles, the administrator can manage features and restrictions for hundreds or thousands of users in a very efficient manner. The ability to design and configure these classes to meet different business requirements is a core administrative skill that is thoroughly tested in the 3108 exam.
The dial plan is the heart of any telephone system. It is the set of rules and tables that tells the system how to interpret a string of digits that a user dials and how to route the call to its intended destination. The 3108 exam places a strong emphasis on the configuration of the dial plan within Avaya Aura Communication Manager. A well-designed dial plan is essential for a logical and user-friendly communication system.
The dial plan defines the numbering format for the entire organization. This includes the length of the internal extensions (e.g., 4-digit or 5-digit extensions), the access codes that users dial to access specific features (e.g., dialing *80 to activate call forwarding), and the codes they dial to access an outside line (e.g., dialing 9).
The configuration of the dial plan is managed through a set of interconnected tables within the Communication Manager's system programming. These tables, such as the Uniform Dialplan (UDP) table and the AAR and ARS analysis tables, contain patterns that the system uses to match the dialed digits. When a user dials a number, the system compares it to the patterns in these tables to determine if it is an internal extension, a feature code, or an external call that needs to be routed to the public telephone network.
A key part of dial plan design is ensuring that there are no overlapping or ambiguous number ranges. The plan must be structured in a way that is logical for users and provides the flexibility to accommodate future growth and new locations. A deep understanding of the dial plan tables and their interaction is a critical and often challenging part of the curriculum for the 3108 exam.
To succeed in the 3108 exam, you must be fluent in the specific terminology used by Avaya to describe the various components and concepts of the Communication Manager system. While many of these concepts are common to all telephone systems, Avaya often uses its own unique terms, and the exam questions will use this terminology exclusively.
The most fundamental term is "station," which is Avaya's term for a telephone or an endpoint. This could be a physical desk phone or a software-based softphone. All user-specific programming is done on the station form. A "trunk" is the connection from the Communication Manager system to the outside world, such as the public telephone network (PSTN) or another PBX.
Call routing and handling are managed through a set of special objects. A "hunt group" is a group of extensions that are programmed to ring together or in a specific sequence to handle incoming calls. A "Vector Directory Number" (VDN) is a virtual extension number that does not terminate on a physical phone but instead points to a "vector."
A "vector" is a powerful script or call flow that is used to provide advanced call treatment, such as is found in a call center. A vector can play announcements, queue calls with music, and route them to different destinations based on the time of day or other conditions. Becoming comfortable with this specific vocabulary is the first step in being able to understand the exam questions and the official Avaya documentation.
A structured study plan is essential for tackling the broad and detailed curriculum of the Avaya 3108 exam. Your preparation should be based on the official Avaya exam objectives and recommended courseware. The official Avaya course for Communication Manager Administration is the primary resource, and its student guide should serve as the core of your study material.
Organize your study plan logically. Start with the foundational concepts, such as the system architecture, the administrative interfaces, and the key terminology. Once you have a solid grasp of the basics, move on to the core administrative tasks. Dedicate a significant amount of time to the dial plan and the concepts of COS and COR, as these are fundamental to the entire system.
The next and largest phase of your study should be focused on the day-to-day tasks of managing stations and user features. This is an area where hands-on practice is absolutely critical. In a lab environment, you should practice adding, changing, and removing stations of different types. You should also configure all the common user features, such as call coverage and call forwarding, until you can do it without referring to your notes.
In the final stage of your preparation, focus on the more advanced topics, such as trunking, routing, and basic vectoring. Most importantly, use practice exams from reputable sources to test your knowledge. This will help you to get used to the format of the questions and to identify any remaining areas of weakness that require further review. A consistent cycle of study, hands-on practice, and self-assessment is the surest path to passing the 3108 exam.
The heart of the Avaya Aura Communication Manager's behavior is controlled by a set of system-wide parameters. A key task for an administrator, and a critical topic for the 3108 exam, is the ability to view and modify these settings. These parameters are managed through a series of forms in the System Administration Terminal (SAT), most notably the "system-parameters features" form.
This form contains a multitude of pages, each controlling a different aspect of the system's telephony features. For example, this is where you can enable or disable certain features for the entire system, define the length of extension numbers, and set the default music-on-hold source. An administrator must be very careful when making changes here, as a misconfiguration can affect every user on the system.
The "system-parameters features" form also allows you to configure specific operational characteristics. You can define how the system handles call transfers, what codes are used for call parking, and the timing parameters for various features. Many of these settings define the default behavior, which can then be overridden for specific users through their Class of Service.
For the 3108 exam, you are not expected to know every single parameter on this extensive form. However, you are expected to know where to find the most common and important settings. You should be familiar with the process of using the change system-parameters features command and navigating through its different pages to find and modify key system-wide feature settings.
The Class of Service (COS) is one of the most powerful and fundamental tools for an administrator of Avaya Aura Communication Manager. A deep understanding of how to configure and use COS is an absolute requirement for the 3108 exam. A COS is a numbered profile, from 1 to 100, that defines a set of telephony features that are either enabled or disabled.
Instead of enabling a feature for each user one by one, an administrator can assign a COS group to a user's station. That user then inherits all the feature permissions defined in that COS group. This provides a highly efficient and scalable way to manage user features. For example, you can create a "Standard User" COS that enables basic features and an "Executive" COS that enables advanced features like sending calls to an external number.
The COS form is a simple table with a series of yes/no options for a wide range of system features. These features include things like the ability to make external calls, the permission to use the "call forward all calls" feature, and the ability to set up an "EC500" mobile twinning feature. The administrator simply goes through the list and enables the features that are appropriate for that particular class.
When a new employee starts, the administrator simply needs to assign the correct COS number to their new station. This ensures that the user gets a consistent and appropriate set of features based on their role in the organization. The ability to design a logical set of COS groups and to use them to manage user features is a core competency for any Communication Manager administrator.
While the Class of Service controls what features a user can access, the Class of Restriction (COR) controls what calls a user can make or receive. A mastery of the COR is another non-negotiable skill for the 3108 exam. The COR is the primary mechanism for implementing toll restriction and for controlling access between different groups of users within the system.
A COR is a numbered profile, from 1 to 999. The power of the COR comes from its relationship with other CORs. For each COR, you can define which other CORs it is allowed to call. You also assign a COR to your trunk groups, which connect to the outside world. By controlling which CORs can access the COR of a trunk group, you can control who can make external calls.
For example, you could create a COR for "Lobby Phones" that is only allowed to call other internal extensions. You could create another COR for "Standard Employees" that is allowed to make local and long-distance calls, but not international calls. Then you could create a third COR for "Executives" that has no restrictions at all.
The COR is also used to control access to features. For example, the ability to dial a feature access code to forward a call to an external number can be controlled by a COR. The COR is a complex but extremely powerful tool. The 3108 exam will expect you to be able to analyze a set of CORs and determine whether a user with a specific COR can call another user or a specific type of external number.
The dial plan is the fundamental routing logic of the Communication Manager, and its configuration is a major topic for the 3108 exam. The dial plan is the set of tables that the system uses to interpret the digits a user dials and decide what to do with them. It is what allows the system to distinguish between an internal extension, a feature access code, and an external call.
The primary configuration form for the dial plan is the "dialplan analysis" form. This table contains a list of dialed strings, which can be specific numbers or patterns with wildcards. For each string, you specify the number of digits to expect and the type of call it is. For example, you might have an entry that says any 4-digit number starting with a "2" is an "extension" type call.
Another entry might specify that the digit "9" is a call of type "ars," which means it should be routed to the Automatic Route Selection feature for making an external call. You could also have an entry that says the string "*80" is a call of type "fac," which means it is a Feature Access Code for activating a feature.
A well-designed dial plan is logical, consistent, and scalable. It provides a seamless user experience, where the user does not have to think about what kind of number they are dialing. The ability to read, interpret, and modify the dial plan analysis table is one of the most important skills for an administrator, as a mistake in this table can have a major impact on call routing.
Feature Access Codes, or FACs, are the short codes that users dial to activate, deactivate, or use specific telephony features. The 3108 exam will expect you to know how these codes are managed and how they are enabled for users. The central place for managing these codes is the "feature-access-codes" form in the system administration interface.
This form provides a comprehensive list of all the features in the system that can be controlled by a code. For each feature, the administrator can assign a specific numeric code. For example, you might assign the code *80 to the "Call Forwarding Activation" feature and #80 to the "Call Forwarding Deactivation" feature.
It is important to ensure that the FACs you assign are consistent with the dial plan and do not conflict with any other number ranges, such as extension numbers or emergency numbers. The codes can be a combination of digits and the * and # symbols.
Once the codes are defined on the system-wide "feature-access-codes" form, you still need to give users permission to use them. This is typically done through the user's Class of Service (COS). The COS form has settings that control access to many of the features that are activated by FACs. So, a user must have both the feature enabled in their COS and know the correct FAC to dial to use it.
The Uniform Dial Plan (UDP) table is a powerful tool for simplifying the dial plan in a multi-site environment. The 3108 exam requires an understanding of its purpose and how it works. In an organization with many locations, each with its own range of extension numbers, it can be complex to manage the routing of calls between the sites. The UDP table helps to standardize this.
The UDP table allows you to create a single, unified numbering plan for the entire enterprise, even if the underlying extension lengths and number ranges are different at each site. The table works by matching a dialed number pattern and then inserting or deleting digits to transform it into a number that the local or remote PBX can understand.
For example, a user at Site A might be able to dial a 7-digit number to reach a user at Site B. The UDP table at Site A would match this 7-digit pattern, perhaps add a special routing prefix, and then send the call over the network to Site B. The UDP table at Site B would then receive this number, strip off the routing prefix, and route the call to the correct 4-digit local extension.
This allows users to dial numbers in a consistent way across the entire organization, without having to know the complex underlying routing codes. While the detailed configuration of a multi-site UDP is an advanced topic, a conceptual understanding of its role in standardizing the dialing experience across a large network is an important part of the curriculum for the 3108 exam.
The Automatic Alternate Routing (AAR) feature is used to route calls between different locations or systems within a private network. Its configuration, primarily through the AAR analysis table, is a key dial plan topic for the 3108 exam. AAR is used for calls that are not destined for the public telephone network but are instead going to another internal system, such as another PBX in a different office.
The AAR analysis table is very similar in structure to the main dial plan analysis table. It contains a set of dialed string patterns. When a call is directed to AAR (typically from the main dial plan), the system will search this table for a matching pattern.
For each matching pattern, the table specifies how the call should be routed. This includes specifying a "route pattern" to use. The route pattern is another system object that defines a sequence of trunk groups that should be used to send the call over the private network links (tie lines) to the remote site.
The AAR feature also allows for the manipulation of the dialed digits. You can configure it to insert or delete digits from the number before it is sent out on the trunk. This is often necessary to make the number conform to the format that the remote PBX is expecting. In essence, AAR is the primary tool for managing the routing of all non-local, internal calls across a corporate network.
While AAR is used for internal, private network calls, the Automatic Route Selection (ARS) feature is used for routing calls to the external, public telephone network (PSTN). A mastery of the ARS analysis table is a critical and heavily tested skill for the 3108 exam. ARS is the feature that allows for least-cost routing and provides the logic for all outbound external calls.
When a user dials an access code for an outside line (often the digit 9), the call is directed to ARS. The ARS analysis table works by matching the dialed number against a set of patterns. These patterns are designed to identify the type of call, such as a local call, a long-distance call, or an international call.
For each pattern, the table specifies a route pattern that should be used to route the call. The route pattern, in turn, defines a list of trunk groups that can be used to send the call to the PSTN. This allows the administrator to implement least-cost routing. For example, you could have a route pattern that tries to send a long-distance call over a low-cost SIP trunk first, and if that is busy, it will then try a more expensive traditional telephone line as a backup.
The ARS analysis table can also be used to modify the dialed number before it is sent to the network. For example, it can be used to automatically add a "1" to a long-distance number if the user did not dial it. A correct and efficient configuration of the ARS analysis table is essential for controlling the costs and reliability of a company's external calling.
The most frequent task for any administrator of an Avaya Aura Communication Manager is the management of user endpoints, or "stations." The ability to add, modify, and remove stations is a fundamental skill that is thoroughly tested on the 3108 exam. The primary command for adding a new phone is add station <extension_number>. This command brings up the station programming form.
This multi-page form is where you define all the parameters for the new phone. This includes the type of phone, its physical location or network port, the user's name, and the security code. Filling out this form from scratch can be time-consuming. To make the process more efficient, Communication Manager provides a powerful duplicate station command.
The duplicate station command allows you to copy the configuration from an existing station to a new extension number. This is extremely useful when you are adding a new employee who has the same role as an existing employee. You can simply duplicate the existing employee's station, and then you only need to change a few fields, such as the user's name, instead of filling out the entire form.
Whether you are adding or duplicating, after you have entered all the necessary information, you submit the form to create the new station in the system's database. The ongoing management of stations, such as changing a user's name or resetting a password, is done using the change station <extension_number> command. A deep familiarity with all the fields on the station form is a core requirement for the 3108 exam.
Avaya Aura Communication Manager supports a wide variety of endpoint or "station" types, and the 3108 exam requires you to be familiar with the most common ones. The configuration for a station begins with specifying its type, as this determines which other fields on the station form are relevant and how the endpoint communicates with the system.
The oldest types are the digital (DCP) and analog stations. Digital phones connect to the system via a digital line card in a media gateway and use a proprietary digital signaling protocol. Analog stations are for simple analog devices like standard single-line phones, fax machines, or modems. They connect to an analog line card in a gateway. For both of these types, you must specify a physical port location in the configuration.
The most common types in modern systems are the IP stations. These are telephones that connect to the corporate data network using the Internet Protocol. Avaya has its own proprietary H.323 protocol for its IP phones. When you configure an H.323 IP station, you do not assign a physical port; instead, the phone registers with the Communication Manager over the IP network.
The industry standard for IP telephony is the Session Initiation Protocol (SIP). Communication Manager also has full support for SIP-based endpoints. Configuring a SIP station involves a different set of parameters related to its SIP identity and authentication. The ability to correctly identify and configure these different station types is a key practical skill for the 3108 exam.
When you add a new station using the add station command, you are presented with a form that contains numerous fields. The 3108 exam will expect you to know the purpose of the most essential of these parameters. The first critical fields are the Type and Port. The Type field is where you specify the model of the phone, for example, 9608 for a specific model of an Avaya IP phone.
The Port field specifies where the station is physically or logically connected. For a digital or analog phone, this is a physical address that corresponds to the cabinet, carrier, slot, and circuit on a media gateway. For an IP phone, the Port will be set to IP, and for a SIP phone, it will be SIP. This is a fundamental piece of information that tells the system how to communicate with the device.
The Name field is a simple text field where you enter the name of the user who is assigned to the station. This name is what is typically displayed on other users' phones when a call is made from this station. The Security Code field is where you set the user's password for accessing features like voicemail or for logging into an IP phone.
Finally, you must assign the key profiles that control the station's behavior. This includes assigning a COR (Class of Restriction) to control its calling permissions and a COS (Class of Service) to control its feature permissions. A correct configuration of these essential parameters is the foundation of all user programming.
One of the most powerful aspects of Avaya business telephones is the ability to program the various buttons on the phone to perform specific functions. The 3108 exam requires you to be proficient in configuring these button assignments on the station form. This allows an administrator to tailor the phone's layout to the specific needs of the user.
The station form contains a section for button assignments. For each physical button on the phone, you can assign a function and a label. The most common assignment is for call appearances. A "call-appr" button is a line appearance that can be used to make or receive a call. A typical user might have three or four call appearance buttons.
Beyond call appearances, you can assign a wide variety of features to the buttons. For example, you could program a button to be a speed dial for a frequently called number. You could program a button to activate the "send all calls" feature, which is a form of call forwarding. You could also program a button to be a "busy-indicator," which will light up when a specific colleague is on their phone.
This level of customization allows an administrator to create a very efficient and user-friendly experience. For example, for an executive assistant, you could program several buttons to show the call appearances of the executive they support, allowing the assistant to answer calls on the executive's behalf. The ability to use the station form to create these custom button layouts is a key practical skill.
In addition to the main station programming, the 3108 exam covers the management of the administrative user profiles that are used to log in and manage the Communication Manager system itself. It is a critical security best practice to create individual login accounts for each administrator, rather than having everyone share a single, generic login.
These administrative logins are managed through the "logins" form in the SAT. When you add a new login, you assign it a name and a password. More importantly, you assign it a "profile." The profile determines what level of access the administrator will have. Avaya provides a set of default profiles with different permission levels.
For example, the prof18 profile is typically a super-user or root-level account that has permission to perform every command in the system. The prof2 profile, on the other hand, might be a more restricted profile that only has permission to perform display commands, making it a read-only account suitable for monitoring purposes.
An administrator can also create custom profiles. This allows for the implementation of role-based access control for the administration of the system itself. For example, you could create a custom profile for the help desk team that gives them permission to change station names and reset security codes, but not to change the more critical system parameters like the dial plan. Proper management of these administrative logins is essential for system security.
A powerful feature for enabling user mobility, and a key topic for the 3108 exam, is the ability to integrate a user's external phone, such as their mobile phone, with their office extension. This is often achieved using a feature called Extension to Cellular (EC500), which relies on a configuration called off-PBX station mapping.
The off-PBX station mapping allows you to associate an external phone number with a user's office station. The configuration is done on the "off-pbx-telephone station-mapping" form. Here, you enter the user's internal extension and then the full external telephone number of their mobile phone.
Once this mapping is in place and the EC500 feature is enabled for the user (typically via their Class of Service), all calls that come in to the user's office extension will simultaneously ring on their desk phone and their mobile phone. The user can answer the call on either device seamlessly.
This feature also allows the user to make outbound calls from their mobile phone that appear to come from their office number. The user dials a special access number, enters their credentials, and can then dial an outbound call. The system will make the call and present the user's office caller ID to the person they are calling. This provides a "one-number" experience for the user and is a key feature for supporting a mobile workforce.
Once your trunk groups are configured, you need a way to tell the system how to use them to route outbound calls. This is the role of the "route pattern," a fundamental object in the Avaya Aura Communication Manager's routing logic and a key topic for the 3108 exam. A route pattern is essentially a preference list of trunk groups.
When the Automatic Route Selection (ARS) feature determines that a call needs to be sent to the PSTN, it directs the call to a specific route pattern. The route pattern contains an ordered list of the trunk groups that can be used to carry the call. The system will attempt to seize a channel from the first trunk group in the list.
If all the channels in the first trunk group are busy, the system will automatically move to the second trunk group in the list and try to find an available channel there. This process continues down the list until an available channel is found or all the trunk groups in the pattern have been tried. This provides a powerful and resilient mechanism for outbound call routing.
This feature is the foundation of least-cost routing. An administrator can create a route pattern that lists the lowest-cost trunk groups first (e.g., SIP trunks) and the more expensive trunk groups later in the list (e.g., traditional PSTN lines). This ensures that the system always tries to use the most cost-effective path for outbound calls. The ability to create and manage these route patterns is a core administrative skill.
A common business requirement is to ensure that an incoming call is always answered by someone, even if the person who was originally called is unavailable. This is managed in Avaya Aura Communication Manager through a feature called "call coverage." A solid understanding of how to configure call coverage paths is a crucial topic for the 3108 exam. A call coverage path is a sequence of destinations where a call should be sent if it is not answered at the original extension.
The configuration of a call coverage path is done on the change coverage path form. A coverage path can have multiple "points." Each point represents a destination where the call should be routed. For example, the first point in a coverage path could be the user's voicemail. You can specify how many rings should occur at the original station before the call is sent to the first coverage point.
If the first point is busy or does not answer, the system can be configured to move to the second point in the coverage path. This second point could be another user's extension, such as an administrative assistant, or it could be a hunt group for the user's department. This allows you to create a sophisticated escalation path for unanswered calls.
Once a coverage path has been created, it can be assigned to multiple stations. You can assign a coverage path for calls that arrive when the user is on their phone (busy) and a different path for calls that arrive when they are not on their phone (no answer). This powerful feature is essential for ensuring good customer service and for managing internal call flows.
While call coverage is a system-level feature that is configured by the administrator to automatically handle unanswered calls, "call forwarding" is a user-controlled feature. The 3108 exam will expect you to understand the different types of call forwarding and how to enable them for users. Call forwarding allows a user to temporarily redirect all of their incoming calls to a different internal extension or an external number.
The most common type is "Call Forwarding All Calls." A user can activate this feature from their phone, typically by dialing a Feature Access Code (FAC), and then entering the number where they want their calls to be forwarded. While this feature is active, their desk phone will not ring; all calls will go directly to the forwarded destination.
Another type is "Call Forwarding on Busy/Don't Answer." This feature is similar to a simple coverage path, but it is controlled by the user. The user can program a number where their calls should be sent if they are either on the phone or do not answer after a few rings.
The administrator's role is to enable these features for the users. The permission to use call forwarding, especially the permission to forward calls to an external telephone number (which can incur toll charges), is controlled by the user's Class of Service (COS). An administrator must ensure that only authorized users are given the ability to use these powerful call redirection features.
For departments that handle a significant volume of calls, such as a help desk or a small sales team, it is important to have basic reporting on call activity. Avaya Aura Communication Manager includes an integrated feature called the Basic Call Management System (BCMS) for this purpose. The 3108 exam requires a conceptual understanding of what BCMS is and the type of information it can provide.
BCMS provides real-time and historical reporting on the activity of hunt groups, VDNs, and individual agents. It collects data on key metrics, such as the number of calls offered, the number of calls answered, the number of calls abandoned (where the caller hung up before being answered), and the average speed of answer.
This information is invaluable for supervisors who need to manage their team's performance. They can use BCMS reports to see how many agents are currently staffed, how many are busy on calls, and whether the call queue is backing up. This allows them to make real-time decisions, such as adding more agents to a hunt group during a period of high call volume.
The administration of BCMS involves enabling it for the specific hunt groups you want to monitor. You also need to configure logins for the supervisors who need to access the reports. While BCMS is not as powerful as a full-fledged contact center reporting suite, it is a very useful and widely used feature for basic call traffic analysis, making it an important topic for the 3108 exam.
A Vector Directory Number, or VDN, is one of the most powerful and flexible objects in Avaya Aura Communication Manager. A solid understanding of VDNs and their role in call routing is a key advanced topic for the 3108 exam. A VDN is a virtual extension number. It is not associated with a physical telephone; instead, it acts as an entry point into a call flow script called a "vector."
When a call arrives at a VDN, the system immediately passes control of that call to the vector that is assigned to the VDN. This allows for sophisticated and customized call treatment that goes far beyond what is possible with a simple hunt group. VDNs are the foundation of almost all call center and auto-attendant applications built within Communication Manager.
A key feature of a VDN is its ability to have its own set of properties. For example, you can assign a specific name to a VDN. When a call that arrived through that VDN is delivered to an agent, the agent's phone can display the name of the VDN, telling them what type of call it is (e.g., "Main Line Sales" or "Technical Support").
You can also configure the VDN to override other system settings for the calls that pass through it. For example, you can assign a specific Class of Restriction (COR) to a VDN to control the call's permissions. The ability to use VDNs to create multiple, distinct entry points into your call flows is a fundamental concept in advanced call routing.
A vector is a series of programmed steps that control the treatment of a call from the moment it arrives until it is either answered by a person or disconnected. The ability to read and create simple vectors is a hallmark of an advanced administrator and a key topic for the 3108 exam. A vector is essentially a simple, linear program that is executed by the Communication Manager.
The programming of a vector is done on the "vector" form in the SAT. A vector can have dozens of steps. Each step contains a command that tells the system what to do with the call. Common vector commands include wait-time, which makes the caller wait for a specified number of seconds, and announcement, which plays a pre-recorded audio message to the caller.
The most important commands are those that route the call. The queue-to command is used to place the call in a queue for a specific hunt group and to play music while the caller is waiting. The route-to command can be used to send the call to a specific extension or an external number.
Vectors can also include conditional logic. The goto step command can be used to jump to a different step in the vector based on a condition, such as the time of day or whether any agents are available in a hunt group. This allows you to build sophisticated call flows, such as an auto-attendant that provides a different menu of options during business hours versus after hours.
In the final phase of your preparation for the 3108 exam, it is crucial to circle back and perform a thorough review of the official exam objectives. This document is your definitive guide to the topics that will be covered. Go through each objective and honestly assess your level of confidence. If there are any areas where you feel weak, this is the time to focus your final study efforts.
The core of the exam revolves around the day-to-day administrative tasks. You must be completely comfortable with the add, change, and display commands for the most common objects: station, hunt-group, coverage path, COR, and COS. Practice these commands in your lab until you can navigate the forms and understand the key fields without hesitation.
Review the dial plan and call routing logic. Make sure you can explain the difference between AAR and ARS and the purpose of the different analysis tables. You should also be able to read and interpret a simple vector script. The flow of a call through the system, from the initial dialed digits to the final destination, is a central theme of the exam.
Finally, do not forget the system maintenance and troubleshooting topics. Review the procedures for backup and restore, and make sure you know the commands for checking alarms and tracing calls. A final pass over all these key areas will help to solidify your knowledge and build your confidence for exam day.
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