Avaya 33160X Avaya Workforce Engagement Support Certified Exam Exam Practice Test

According to the Avaya Documentation website1, the documentation category that covers the Avaya Workforce Engagement install and configure process up to the successful SAT on the customer site is Implementation guides. Implementation guides provide step-by-step instructions on how to install, configure, test, and troubleshoot Avaya Workforce Engagement components and features on various platforms and environments. Implementation guides also include information on system requirements, prerequisites, best practices, tips, and examples for successful deployment of Avaya Workforce Engagement solutions. References: Avaya Documentation

According to the Avaya Workforce Optimization Select Migration Guide, the side-by-side approach is a migration method that involves installing a new Avaya Workforce Engagement system on a separate set of servers, and then transferring the data and configurationfrom the existing AWFO system to the new system. Some of the factors that led to this recommendation are:

• B. It will support rollback by reverting to the 15.1 Data Center. The side-by-side approach allows the customer to keep their existing AWFO system intact and operational until they are ready to switch to the new Avaya Workforce Engagement system. This means that if there are any issues or problems with the new system, the customer can easily revert to the 15.1 Data Center by changing the DNS settings and restoring the database backups.
• C. It will minimize upgrade downtime risks. The side-by-side approach reduces the downtime risks associated with upgrading the system, as the customer can perform most of the migration steps in parallel with their normal operations. The customer can also schedule the final cutover to the new system at a convenient time, and avoid any disruption to their service levels or customer experience.

The statements A and D are incorrect because:

• A. It is suitable for small systems only. This is not true, as the side-by-side approach can be used for any size of system, depending on the customer’s preference and resources. The side-by-side approach may require more hardware and software licenses than the in-place approach, but it also offers more flexibility and reliability for the migration process.
• D. The data on the source DC servers are reformatted with Windows Server 2016, and installed with R20.X. This is not true, as this describes the in-place approach, not the side-by-side approach. The in-place approach is a migration method that involves upgrading the existing AWFO system on the same set of servers, and then applying the R20.X installation on top of it. The in-place approach requires reformatting the source DC servers with Windows Server 2016, which can result in data loss or corruption if not done properly. References: Avaya Workforce Optimization Select Migration Guide

According to the Avaya Workforce Engagement Support Administration Guide, a campaign is a set of filter rules that define which recordings to archive. A campaign can include filters based on date range, recording type, agent ID, DNIS, ANI, and other criteria. A campaign can also specify whether to archive audio only, screen only, or both. A campaign can be associated with one or more archive profiles, which define the destination and format of the archived content. References: Avaya Workforce Engagement Support Administration Guide, page 105.

The MSA account is a member of the SysAdmin role in SQL, and can perform all required activities related to database installation and first-time configuration in Avaya Workforce Engagement. The MSA account is a service account that is used to run the Avaya Workforce Engagement services and access the Archive Database. The MSA account must be created before installing the Avaya Workforce Engagement software and must have the appropriate permissions and privileges. The MSA account must also be added to the local Administrators group on each server where Avaya Workforce Engagement components are installed1 References: 1: Avaya Workforce Engagement Support - Installation Guide, page 18-192

In a scenario with Avaya Contact Recorder Advanced (ACRA) using station-side recording (TDM), this statement is true because of how ACRA handles call segments and conferences. A call segment is a part of a call that has a single source and destination. A conference is a call that has more than two parties involved. ACRA records each call segment separately and assigns them a unique ID. ACRA also records conferences as separate call segments with their own IDs. ACRA does not record internal calls between extensions unless they are explicitly configured to do so. Therefore, when there is an outgoing call that is put on hold for a consult with a supervisor, and then conferences with a supervisor, ACRA will record three call segments: one for the outgoing call with the customer, one for the internal consult with the supervisor, and one for the conference with both parties. However, ACRA will not archive the internal consult segment because it is aninternal call that is not configured to be recorded. ACRA will only archive the outgoing call segment and the conference segment, which can be searched and replayed using the Avaya Contact Recorder interface or other applications5 References: 5: Avaya Workforce Engagement Support - Contact Recording Technical Reference Guide, page 16-186

The first step in the user management workflow for Avaya Workforce Engagement is to create organizations and groups. Organizations and groups are logical entities that represent the structure of the business or contact center. Organizations and groups can be used to define the scope of access and permissions for users, roles, and recording rules. Organizations and groups can be created manually or imported from a CSV file or an LDAP server5 References: 5: Avaya Workforce Engagement Support - User Management Guide, page 9-106

The \logs\centralApp\Summary log covers the Central Application Database server installation in Avaya Workforce Engagement. The Central Application Database server is a server role that hosts the Central Application Database, which stores the configuration data and user information for Avaya Workforce Engagement. The \logs\centralApp\Summary log contains information about the installation process, such as the start and end time, the installation status, the installed components, and any errors or warnings that occurred during the installation. The \logs\centralApp\Summary log can be used to troubleshoot any issues or verify the installation results3 References: 3: Avaya Workforce Engagement Support - Installation Guide, page 29-304

According to the Avaya Contact Recorder Installation Guide, the first step to properly setting up the voice recording in an ACRA environment is to create a phone Data Source. A phone Data Source defines the type of phone system that is being recorded, such as Avaya Aura Communication Manager, Avaya IP Office, or Avaya Communication Server 1000. A phone Data Source also specifies the connection details and recording parameters for the phone system. References: [Avaya Contact Recorder Installation Guide]

According to the Avaya Contact Recorder Configuration and Administration Guide, the three main components for analysing an Avaya Workforce Engagement recording integration with Avaya Contact Recorder Advanced (ACRA) are:

• A. Customer Environment. This component refers to the customer’s network infrastructure, communication platform, contact center applications, and endpoints that are involved in the recording process. The customer environment determines the type and source of the audio and data that are captured by ACRA, as well as the recording method and configuration that are used. For example, the customer environment may include Avaya Aura Communication Manager, Avaya Aura Application Enablement Services, Avaya Experience Portal, Avaya Proactive Outreach Manager, Avaya IP Office Contact Center, etc.
• D. Recorder. This component refers to the ACRA server or servers that are responsible for recording, storing, and playing back voice and screen interactions. The recorder component consists of various services and components that perform different functions, such as capturing audio and data from different sources, applying recording rules and schedules, encrypting and compressing recordings, archiving recordings to external storage devices or locations, providing search and replay capabilities, etc.
• E. RIS (Recorder Integration Service). This component refers to the service that enables ACRA to integrate with Avaya Workforce Engagement applications, such as Quality Management, Coaching, eLearning, etc. The RIS component allows ACRA to send recording metadata and files to Avaya Workforce Engagement applications for further analysis and evaluation. The RIS component also allows ACRA to receive requests from Avaya Workforce Engagement applications to start or stop recording on demand.

According to the Avaya Workforce Engagement Support Administration Guide, Central Archive is a feature that allows administrators to archive recordings from one or more recorders to a central location. Central Archive uses campaigns, which are sets of filter rules that define which recordings to archive based on criteria such as date range, recording type, agent ID, DNIS, ANI, and others. Central Archive does not pull and archive specified recordings from a local recorder only, as it can archive recordings from multiple recorders. The archive role does not reside on the recorder, but on a separate server that communicates with the recorder. Central Archive does not archive 100% of recordings, as it depends on the campaign configuration. References: Avaya Workforce Engagement Support Administration Guide, page 105.

According to the Avaya Contact Recorder Installation Guide, to have voice recording with Avaya Contact Recorder Advanced (ACRA), the data source type that Avaya Workforce Engagement requires is Phone. A phone data source defines the type of phone system that is being recorded, such as Avaya Aura Communication Manager, Avaya IP Office, or Avaya Communication Server 1000. A phone data source also specifies the connection details and recording parameters for the phone system. References: Avaya Contact Recorder Installation Guide

The license activation process for Avaya Workforce Engagement requires the following steps2:

• Selecting the entitlements to activate. This can be done by providing the license registration key and Avaya Purchase Order (APO) number, or by using the activation search that displays from the Activation menu.
• Selecting the machine to activate the entitlements on. This can be done by selecting an existing machine or creating a new one.
• Confirming and completing the activation. This involves accepting the terms and conditions, providing notes, sending the certificate or upgrade request, and viewing the summary and certificate information.
• The license site generates an XML license file that contains all the activated entitlements for the selected machine. In case of multiple servers, it is just one XML license file that needs to be copied to each server.

According to the Avaya Workforce Engagement Support Installation Guide, the recorder Integration Service is a component that enables the recorder to communicate with the switch and receive call signaling and metadata. The recorder Integration Service requires a CTI adapter, which is a software module that connects to the switch and provides the necessary information to the recorder. There can be multiple CTI adapters per system, depending on the number of data sources and switches. A CTI adapter is necessary for Integration Service, as it is responsible for providing the call data to the recorder. References: Avaya Workforce Engagement Support Installation Guide, page 18.

 A slipstream installation is a process of installing the Avaya Workforce Engagement base software and the latest update package in one step. This reduces the installation time and simplifies the process. The HFR package is a hotfix rollup package that contains fixes for known issues and enhancements. The HFR package must be installed after the WFO update package to ensure that the system is up to date and stable. References:

• Avaya Workforce Engagement Installation Guide, page 141
• Avaya Workforce Engagement Release Notes, page 42

License activation requires Enterprise Manager access to the internet because it needs to communicate with the Avaya License Server to validate the license authorization code (LAC) and generate the license registration key (LRK). The LRK is generated before the Enterprise Suite is installed and it is used to activate the framework license during the installation process. The license reference number is not generated when the customer order is placed, but it is provided by Avaya after the order is processed. The license registration key is not generated during installation, but it is entered by the installer to activate the license. References:

• Selecting entitlements to activate - Avaya
• Avaya Engagement Platform

• B: SQL Server must be installed on this server. This is true because the Avaya Workforce Engagement server definition includes the Archive Database, which requires SQL Server to store the metadata of the recordings3
• C: Two or more physical servers can have the same installed platform. This is true because the Avaya Workforce Engagement server definition allows for multiple servers to have the same platform installed, such as Recorder, Central Archive, or Quality Monitoring. This enables scalability and redundancy for the system4
• E: The server can be hosted on several different hardware types. This is true because the Avaya Workforce Engagement server definition supports various hardware types, such as Dell PowerEdge, HP ProLiant, or VMware virtual machines. The hardware requirements depend on the platform and the number of channels to be recorded5

References: 3: Avaya Workforce Engagement Support - Installation Guide, page 136 4: Avaya Workforce Engagement Support - Installation Guide, page 146 5: Avaya Workforce Engagement Support - Installation Guide, page 15-166

The Capture service is a component that is installed on an employee desktop along with the Screen Capture module. The Capture service communicates with the recorder to track employee logging/logoff, as well as to start and stop the Screen Capture module according to the recording rules. The Capture service also sends the screen capture files to the recorder for archiving1 References: 1: Avaya Workforce Engagement Support - Installation Guide, page 312

Enterprise Manager is a web-based application that allows administrators to configure and manage the Avaya Workforce Engagement system. One of the functions that can be configured in Enterprise Manager is Quality Management (QM), which includes setting up recording rules, quality forms, evaluation plans, coaching sessions, and reports. QM functions enable supervisors to monitor, assess, and improve the performance of agents and the quality of customer interactions. References:

• Avaya Workforce Engagement Installation Guide, page 171
• Avaya Workforce Engagement Administration Guide, page 232

Archive database Service role Configuration is a feature of Avaya Workforce Engagement that allows customers to configure one or more archive database targets for storing call recordings. Customers can use Enterprise Manager to add, edit, or delete archive database targets, as well as specify the retention period and the purge schedule for each target. Customers can also use Recorder Manager to view the status of the archive database targets and the archive jobs. References:

• Avaya Workforce Engagement Enterprise Manager User Guide, page 635
• Avaya Workforce Engagement Recorder Manager User Guide, page 276

System Backup is a feature that allows administrators to backup and restore the system configuration and data of Avaya Workforce Engagement. System Backup can be enabled from the System Management>Central Archive >Backup menu, where administrators can configure the backup schedule, destination, and retention policy. System Backup is not enabled from the other menus, which are used for different purposes. References: Avaya Workforce Engagement Support Administration Guide, page 103.