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The Avaya Workforce Engagement Support Certified Exam certification exam is designed to test your knowledge and skills regarding the installation, configuration, and administration of the Avaya Workforce Engagement Support platform. 33160X exam consists of multiple-choice questions that cover various topics such as Avaya Workforce Engagement Support architecture, installation and configuration, troubleshooting, and administration. The Avaya 33160X exam is a challenging exam that requires a comprehensive understanding of the Avaya Workforce Engagement Support platform.
NEW QUESTION # 41
On
a new computer, you are trying to log into the Enterprise Manager for the Application Server. Enterprise Manager is accessible from your Old PC. On the new computer, when you navigate to
http://*frameworkserver*wfo, Internet Explorer closes with no error. What is causing this problem?
- A. You so not have network connectivity to the Application Server.
- B. You have the pop-up blocker turned on.
- C. You are using the wrong URL.
- D. You are using Internet explorer 11.
Answer: D
Explanation:
Explanation
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
NEW QUESTION # 42
In Archive, what is the function of a campaign?
- A. It defines when and how fast archive activity may occur on a recorder.
- B. It defines how to perform a specific archive task against a specific media.
- C. It defines filter rules to determine which recordings to archive.
- D. It defines the physical repository for archived content.
Answer: C
Explanation:
Explanation
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.
NEW QUESTION # 43
A technician is preparing to setup an Avaya Contact Recorder Advanced (ACRA), following the basic recorder configuration for according to the Recorder Configuration and Administration Guide Which task is the customer's responsibility?
- A. Install WFO software and any required hotfixes
- B. Configure the recorder server roles
- C. Verify the server using the SR validation
- D. Set up the server, Including VM settings, NICs and disks
Answer: D
Explanation:
Explanation
According to the Avaya Contact Recorder Installation Guide, setting up the server, including VM settings, NICs and disks, is the customer's responsibility when preparing to setup an Avaya Contact Recorder Advanced (ACRA). The customer must ensure that the server meets the minimum hardware and software requirements for installing ACRA, such as CPU, memory, disk space, operating system, network interface cards, etc. The customer must also configure the server settings according to the best practices and recommendations provided by Avaya Workforce Engagement Support. References: Avaya Contact Recorder Installation Guide
NEW QUESTION # 44
Which monitoring tool is used to show a visual update on how the Recorder and its components are working in recorder manager?
- A. Configuration Checker
- B. Status SummaryThresholds
- C. Recorder Status Summary
- D. Capture Status
Answer: C
Explanation:
Explanation
The Recorder Status Summary is a monitoring tool in the Recorder Manager that shows a visual update on how the Recorder and its components are working. It displays information such as:
The status of the Recorder service, Capture service, Disk Manager service, and Database service.
The number of active channels, active calls, and recorded calls.
The disk space usage and availability for each partition.
The CPU usage and memory usage for each service.
The network bandwidth usage for each channel.
The error logs and alerts for each component.
NEW QUESTION # 45
When analysing an Avaya Workforce Engagement recording integrations with Avaya Contact Recorder Advanced (ACRA) What are the three main components? (Choose three)
- A. Storage
- B. Archive
- C. Recorder
- D. Customer Environment.
- E. RIS (Recorder Integration Service).
Answer: C,D,E
Explanation:
Explanation
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.
NEW QUESTION # 46
Which three statements are true about SQL Server Reporting Service (SSRS) requeriment to support reporting in both new and upgraded systems? (choose three)
- A. It is required for Customer Feedback reports
- B. It is required for System logging reports
- C. It is required for Forecasting and Scheduling Reports
- D. It is required for Scorecards Reports
- E. It is required for Workforce Management (WFM) reports.
Answer: A,D,E
Explanation:
Explanation
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.
NEW QUESTION # 47
To have voice recording with Avaya Contact Recorder Advanced (ACRA), which data source type does Avaya Workforce Engagement require?
- A. CMS
- B. Dialer
- C. Quality
- D. Phone
Answer: D
Explanation:
Explanation
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
NEW QUESTION # 48
The technician is configuring the screen recording in an Avaya Contact recorder Advanced(ACRA)environment What is the first step for setting up the screen recording process?
- A. Create a Member Group
- B. Add Employee IDs
- C. Create a LAN Data Source
- D. Create Workgroups andworkstations
Answer: D
Explanation:
Explanation
According to the Avaya Contact Recorder Configuration and Administration Guide, the first step for setting up the screen recording process in an Avaya Contact Recorder Advanced (ACRA) environment is to create Workgroups and workstations. Workgroups are logical entities that group workstations together for management purposes. Workstations are physical or virtual machines that run the Avaya Contact Recording Desktop (CRD)application, which captures the screen activity of the agents. The administrator can create Workgroups and workstations using the Administration interface of ACRA, and assign them to Member Groups, which define the type and schedule of recording for each workstation. References: Avaya Contact Recorder Configuration and Administration Guide
NEW QUESTION # 49
Which three statements about the Avaya Workforce Engagement server definition are true? (Choose three)
- A. SQL Server must be installed on this server
- B. The same hardware can be used for multiple severs
- C. The server is located in the desktop zone
- D. The server can be hosted on several diferent hardware types
- E. Two or more physical servers can have the same installed platform
Answer: A,D,E
Explanation:
Explanation
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
NEW QUESTION # 50
You are assigning Archive server roles in the Framework Enterprise Manager Which server role provides all Access to the Archive Database?
- A. Content Server
- B. Interaction Applications
- C. Central Archive
- D. Archive database
Answer: D
Explanation:
Explanation
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 Monitoring3 References: 3: Avaya Workforce Engagement Support - Archive Configuration Guide, page 8-94
NEW QUESTION # 51
During the migration process, which migration tool will set the start/stop mode for the services on the target and source systems as required?c
- A. Migration Mode tool
- B. WFO data Migration Tool form V15.1
- C. Data Migration Discovery Tool
- D. Migration DB Scripts.
Answer: A
Explanation:
Explanation
The Migration Mode tool is a utility that is used during the migration process to set thestart/stop mode for the services on the target and source systems as required. The Migration Mode tool can also be used to check the status of the services and to troubleshoot any issues that may arise during the migration. The Migration Mode tool can be accessed from the Framework Enterprise Manager or from the command line3 References: 3:
Avaya Workforce Engagement Support - Migration Guide, page 17-184
NEW QUESTION # 52
When setting up voice recording,whichstatement describes the purpose of member groups?
- A. It maps employees to extensions and data sources
- B. It specifies the actual extensions in use in your system, and associates them with the data source
- C. It creates groups of extensions for management purposes and defines the type of recording for your particularenvironment
- D. It enables the translation of recorded events from third-Paty systems
Answer: C
Explanation:
Explanation
According to the Avaya Contact Recorder Configuration and Administration Guide, member groups are logical entities that group extensions together for management purposes and define the type of recording for your particular environment. Member groups can be used to specify which extensions are recorded, how they are recorded, when they are recorded, and where they are recorded. Member groups can also be used to apply different recording rules, schedules, filters, and attributes to different extensions based on their roles, functions, or locations in the contact center. References: Avaya Contact Recorder Configuration and Administration Guide
NEW QUESTION # 53
The installer will be starting the administration in the Avaya Workforce Engagement. What is the first step in the administration workflow?
- A. Create users
- B. Manage entities withassignmentmanager
- C. Create roles
- D. Create Organizations and groups
Answer: D
Explanation:
Explanation
According to the Avaya Workforce Optimization Select Administration Guide, the first step in the administration workflow is to create Organizations and groups. Organizations and groups are logical entities that represent the structure and hierarchy of the contact center. They are used to organize users, agents, extensions, channels, and other resources in the system. The administrator can create multiple levels of Organizations and groups, and assign permissions and settings to each level. Creating Organizations and groups helps to simplify administration tasks and reporting functions. References: Avaya Workforce Optimization Select Administration Guide
NEW QUESTION # 54
You are selecting the new server roles for recording.
To assure your Avaya Contact Recorder Advanced (ACRA) Works properly, which three server roles are valid? (Choose three)
- A. Replay role
- B. RTP Proxy
- C. IP Recorder
- D. Screen Recorder
- E. Recorder Integration Service
Answer: A,C,D
Explanation:
Explanation
According to the Avaya Contact Recorder Advanced Installation Guide1, the following server roles are valid for recording:
RTP Proxy: This role is responsible for receiving RTP streams from the network and forwarding them to the IP Recorder role. It also handles SIP signaling for call recording.
IP Recorder: This role is responsible for recording RTP streams received from the RTP Proxy role and storing them as audio files on the disk. It also handles metadata extraction and encryption of the recordings.
Screen Recorder: This role is responsible for recording the screen activity of the agents using a screen capture driver. It also handles compression and encryption of the screen recordings.
The other two roles, Recorder Integration Service and Replay role, are not directly involved in recording, but rather in integrating with other systems and providing playback functionality.
References: 1: Avaya Contact Recorder Advanced Installation Guide
NEW QUESTION # 55
A technician needs to verify the license applied in Framework for an Avaya Contact Recorder Advanced (ACRA) To enable Trusted License, which feature must be checked under License Management?
- A. Enable Named Employees Unit of Measure
- B. Back Office - Item Tracking
- C. AWFO
- D. ACRA
- E. Avaya
Answer: A
Explanation:
Explanation
According to the Avaya Workforce Engagement Support Installation Guide, to enable Trusted License for Avaya Contact Recorder Advanced (ACRA), the feature Enable Named Employees Unit of Measure must be checked under License Management in Framework. This feature allows the system to use the number of named employees as the unit of measure for licensing, instead of the number of concurrent users. The other features, such as ACRA, Back Office - Item Tracking, Avaya, and AWFO, are not related to Trusted License. References: Avaya Workforce Engagement Support Installation Guide, page 41.
NEW QUESTION # 56
Which Avaya Workforce Engagement component can help customers evaluate an agent and increase customer satisfaction?
- A. Interactions
- B. Coaching
- C. Wfm
- D. eLearning
Answer: A
Explanation:
Explanation
Interactions is an Avaya Workforce Engagement component that can help customers evaluate an agent and increase customer satisfaction. Interactions allows customers to monitor, search, replay, and evaluate voice and screen recordings of agent interactions with customers. Customers can use Interactions to assess the quality of service, identify best practices, provide feedback, and coach agents to improve their performance and customer satisfaction. References Avaya Workforce Engagement Administration Guide, page 233 Avaya Workforce Engagement Interactions User Guide, page 94
NEW QUESTION # 57
Which 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?
- A. MSA
- B. Maintenance account
- C. DMSA
- D. Local account
Answer: A
Explanation:
Explanation
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
NEW QUESTION # 58
The installer is doing the license activation.
Which three statements about the license process for Avaya Workforce Engagements are true?
(Choose three)
- A. In case of multiple servers, it is just one XML license file.
- B. The license site requires the license registration key and Avaya Purchase Order (APO) number
- C. It requires both the License Reference number (LRN) and license registration key
- D. It provides Access to veinte.com/wfo to activate the license.
- E. It provides Access to oaccess.verint.com/LiscenseActivate.aspx to activate the license.
Answer: A,B,C
Explanation:
Explanation
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.
NEW QUESTION # 59
A rule triggers recording when the supervisor is either Supervisorl or Supervisor2 if the call is placed on hold more than three times and if the entire call is longer tan 20 minutes (1,200 seconds). This id an example of which Recording Rules criteria?
- A. Attribute
- B. Rule
- C. Condition
- D. Schedule
Answer: C
Explanation:
Explanation
According to the Avaya Contact Recorder Configuration and Administration Guide, a condition is a recording rule criteria that defines a logical expression that must be met for a call to be recorded. A condition can consist of one or more attributes that are compared with values using operators such as equals, not equals, greater than, less than, etc. A condition can also use logical operators such as AND, OR, NOT to combine multiple attributes. For example, a condition can be Supervisor = Supervisor1 OR Supervisor = Supervisor2 AND Hold Count > 3 AND Call Duration > 1200. This condition means that a call will be recorded if the supervisor is either Supervisor1 or Supervisor2 and if the call is placed on hold more than three times and if the entire call is longer than 20 minutes (1,200 seconds). References: Avaya Contact Recorder Configuration and Administration Guide
NEW QUESTION # 60
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