33160X Avaya Workforce Engagement Support Certified Exam Questions and Answers

According to the Avaya Workforce Optimization Select Installation Guide, the database management Service account is a domain account that is used to access and manage the databases that store the configuration and data for the Avaya Workforce Engagement system, such as the Framework database, the Recorder database, and the Quality Management database. Some of the statements that are true about this account are:

A. The account cannot be the same as the Management Service account. The Management Service account is another domain account that is used to install and run the Framework services and components on each server in the Framework domain. The database management Service account and the Management Service account must be different accounts, as they have different roles and permissions in the system.

B. The password can be changed after the installation. The password for the database management Service account can be changed after the installation, as long as it meets the password policy requirements and it is updated in all relevant places in the system, such as Enterprise Manager, SQL Server Configuration Manager, SQL Server Management Studio, etc.

The statements C and D are incorrect because:

C. It is allowed to change the username after initial installation.  This is not true, as changing the username for the database management Service account after initial installation is not supported or recommended by Avaya Workforce Engagement Support 1 . Changing the username may cause errors or issues with accessing or managing the databases.

D. The account must be defined within a workgroup.  This is not true, as the account must be defined within a domain, not a workgroup 2 . A domain is a network environment that uses Active Directory to manage users, groups, computers, and resources across multiple servers. A workgroup is a network environment that does not use Active Directory, but rather local accounts and groups on each server.  References :  Avaya Workforce Optimization Select Installation Guide ,  Avaya Workforce Engagement Support ,  Avaya Workforce Optimization Select Planning Guide

The Recorder Archiver Service is a service that runs on a Recorder or standalone Central Archive service and performs the actual archive activity. It is responsible for moving the recordings from the Recorder to the Archive Database and Content Server, as well as deleting the recordings from the Recorder after they are archived.  The Recorder Archiver Service also handles the encryption and decryption of the recordings, if enabled 1   References :  1 : Avaya Workforce Engagement Support - Archive Configuration Guide, page 9

The Archive Database server role provides all access to the Archive Database. The Archive Database is a SQL Server database that stores the metadata of the recordings, such as call details, agent information, quality scores, and encryption keys. The Archive Database server role must be assigned to a server that has SQL Server installed and configured.  The Archive Database server role can be assigned to a standalone server or to a server that also has other roles, such as Central Archive or Quality Monitoring 3   References :  3 : Avaya Workforce Engagement Support - Archive Configuration Guide, page 8-9 4

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 results 3   References :  3 : Avaya Workforce Engagement Support - Installation Guide, page 29-30 4

Avaya Contact Recorder Advanced (ACRA) supports three types of VoIP delivery recording: DMCC, SIPREC, and VoIP Gateway Recording. DMCC stands for Device Media and Call Control, which is a method of recording VoIP calls by using the Avaya Aura Communication Manager API to establish a third-party call between the recorder and the agent or trunk. SIPREC stands for SIP Recording, which is a method of recording VoIP calls by using the SIP protocol to stream media from a Session Border Controller (SBC) or a Media Server to the recorder. VoIP Gateway Recording is a method of recording VoIP calls by using a network device such as a switch or a router to mirror the VoIP traffic to the recorder.  References :

Avaya Workforce Engagement Contact Recording Installation Guide, page 13 1

Avaya Workforce Engagement Contact Recording User Guide, page 11 2

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 server 5   References :  5 : Avaya Workforce Engagement Support - User Management Guide, page 9-10 6

According to the Avaya Workforce Optimization Select Installation Guide, one of the possible causes for Internet Explorer closing with no error when trying to log into the Enterprise Manager for the Application Server is that the browser version is Internet Explorer 11. Internet Explorer 11 is not supported by Avaya Workforce Engagement, and it may cause compatibility issues or unexpected behaviors. The supported browsers for Avaya Workforce Engagement are Internet Explorer 10, Google Chrome, Mozilla Firefox, and Microsoft Edge.  References :  Avaya Workforce Optimization Select Installation Guide

The Server Readiness Validator tool is a utility that checks the readiness of the server before installing Avaya Workforce Engagement. It validates operating system settings such as firewall, antivirus, and user account control. It creates a report to show any trouble spots that need to be fixed before installation. It also validates partition sizes to ensure that there is enough disk space for the installation. It does not validate CA server security certificates or run under the local systems account. These are not required for the installation of Avaya Workforce Engagement.  References :

Server Readiness Validator tool

Avaya Workforce Engagement Installation Guide

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 17 1

Avaya Workforce Engagement Administration Guide, page 23 2

The Audit Viewer is where an Avaya Workforce Engagement administrator can see all user changes in its administrative pages.  The Audit Viewer is a tool that records and displays all the actions performed by users in the system, such as logging in, changing settings, creating schedules, and so on 2 .  The Audit Viewer can help administrators monitor user activity, troubleshoot issues, and ensure compliance 2 .

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 63 5

Avaya Workforce Engagement Recorder Manager User Guide, page 27 6

According to the Avaya Workforce Engagement Installation Guide, one of the prerequisites for accessing the web portal is to configure the security settings on Internet Explorer 11 to allow access to multiple servers. This is because the web portal uses a single sign-on mechanism that requires communication between different servers in the domain. If the security settings are not configured properly, the user may encounter login issues or errors when accessing the web portal.  References : : Avaya Workforce Engagement Installation Guide, page 29, section “Configuring Internet Explorer 11 security settings”

According to the Avaya Workforce Optimization Select Installation Guide, the prerequisites for installing Avaya Workforce Engagement server in deployment level 3, 4 or 5 are as follows:

B. The Framework components can be installed using a Management Service Account (MSA). An MSA is a domain account that has local administrator privileges on all servers in the Framework domain. The MSA is used to install and run the Framework services and components.

C. The Framework components need to be installed using a domain account with local administrator privileges in the Framework server. This account is different from the MSA and is used to log in to the Framework server and run the installation wizard.

D. Data center zone servers, service user and group account, must all be members of the domain’s Active Directory. A data center zone is a logical grouping of servers that share common resources and settings. A service user account is a domain account that has local administrator privileges on all servers in the data center zone. A service group account is a domain group that contains all service user accounts in the data center zone.

The statements A and E are incorrect because:

A. Data center servers can be split in multi-domain forests. This is not a prerequisite for installing Avaya Workforce Engagement server, but rather an optional configuration that allows for more flexibility and scalability. However, this configuration requires additional steps and considerations, such as setting up trust relationships between domains and configuring DNS suffixes.

E. The Framework components can be installed in a workgroup environment. This is not a prerequisite for installing Avaya Workforce Engagement server, but rather an alternative configuration that is only supported for deployment level 1 or 2. A workgroup environment does not use Active Directory or domain accounts, but rather local accounts and groups on each server.  References : [Avaya Workforce Optimization Select Installation Guide]

According to the Avaya Workforce Engagement Support Installation Guide, if the framework installation fails, the installer will stop but does not quit from the tool. The failed components are tracked to the installer’s log file, which is located in C:\Program Files\Avaya\Avaya Workforce Engagement Support\Logs. The installer will also display a message indicating which component failed and provide a link to the log file. The user can then review the log file, resolve the issue, and resume the installation from where it left off.  References : Avaya Workforce Engagement Support Installation Guide, page 34.

According to the Avaya Workforce Engagement Support Installation Guide, SQL Server Reporting Service (SSRS) is required to support reporting in both new and upgraded systems for the following types of reports: Scorecards Reports, Customer Feedback reports, and Workforce Management (WFM) reports. These reports use SSRS as the reporting engine and require SSRS to be installed and configured on a separate server. SSRS is not required for System logging reports or Forecasting and Scheduling Reports, which use different reporting engines.  References : Avaya Workforce Engagement Support Installation Guide, page 19.

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

Avaya Contact Recorder Advanced (ACRA) is a component of the Avaya Workforce Engagement suite that provides the capability to record, store, and play back voice and screen interactions. The two primary functions of ACRA are record and store/archive. Record function allows businesses to capture customer interactions across multiple channels and media types, such as voice, video, chat, email, and social media. Store/archive function enables businesses to securely store and manage the recorded interactions in compliance with various regulations and standards, such as PCI, GDPR, and MiFID II. ACRA also supports replay function, which allows users to search and play back the recorded interactions based on various criteria, such as date, time, agent, customer, and keywords. Quality monitor function is not a primary function of ACRA, but it is a separate component of the Avaya Workforce Engagement suite that synchronizes the agent’s on-screen activity to the audio recording and provides agent performance evaluation tools.  References :

Avaya Workforce Optimization

Avaya Contact Recording - ESi

Avaya Contact Recording – ESi