33160X Sample Questions Answers

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 Customer Guide to Avaya DMCC-MR Integrations1, the following statements about Multiple Registration are true:

• It provides the same benefits of Avaya Delivery Dedicated Integration Service Observe. This means that it supports recording of both inbound and outbound calls, as well as internal calls between agents. It also supports recording of transferred and conference calls, as well as call hold and resume events.
• Each recording target requires a dedicated softphone. This means that each agent extension must have a corresponding softphone extension that is registered on the Avaya AES server and used for recording purposes. The softphone extension must be configured with the same call appearance and bridged appearance settings as the agent extension.
• It allows a dual recording solution. This means that it supports recording of both voice and screen activity of the agents using the Avaya DMCC-MR integration. The voice recording is done by the inContact WFO Call Recording application, while the screen recording is done by the inContact WFO Screen Recording application.

References: 1: Customer Guide to Avaya DMCC-MR Integrations.

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 Avaya WTF Preinstall Utility is a tool that checks the prerequisites for installing the Avaya Workforce Engagement Framework Server. It verifies that the server meets the minimum hardware and software requirements, and that the necessary ports and services are available. It also generates a report that shows the results of the validation and any issues that need to be resolved before installation.

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.

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.

The test mode migration can be used in the side-by-side migration process to Avaya Workforce Engagement. The side-by-side migration process involves installing a new target system with the latest version of Avaya Workforce Engagement and migrating data from an existing source system with an older version of Avaya Workforce Engagement. The test mode migration allows users to perform a trial run of the migration process without affecting the production environment. The test mode migration can help users verify the migration steps, identify potential issues, and estimate the time required for the actual migration6 References: 6: Avaya Workforce Engagement Support - Migration Guide, page 16-177

Enterprise Manager (EM) is a browser-based interface that provides centralized administration and management of the Avaya Workforce Engagement suite. It allows application-level functionality configuration, such as recording rules, quality monitoring forms, and coaching assignments. It also eliminates duplicate configuration and shares data across applications, such as users, groups, and schedules. User access is not through the system Management desktop applications, but through the web browser. EM also provides system-level configuration and monitoring, such as license management, backup and restore, and system health. References:

• Avaya Workforce Optimization
• Avaya Workforce Engagement Installation Guide

According to the Avaya Workforce Engagement Installation Guide, some procedures are the customer’s responsibility before installing or upgrading the software. These procedures include:

• Firewall configuration: The customer must ensure that the firewall rules allow communication between the servers and clients in the domain, as well as external services such as email, NTP, and DNS. The customer must also open specific ports for different components of the Avaya Workforce Engagement solution, such as recording, playback, database, and web services. The installation guide provides a list of ports that need to be opened for each component.
• SSL certificates preparation: The customer must prepare and install SSL certificates for securing the communication between the servers and clients in the domain. The customer can use self-signed certificates or certificates issued by a trusted certificate authority (CA). The installation guide provides instructions on how to generate and install SSL certificates for different components of the Avaya Workforce Engagement solution, such as recording server, application server, web server, and database server.
• Antivirus installation: The customer must install and configure an antivirus software on each server in the domain to protect the system from malware and viruses. The customer must also exclude certain folders and processes from antivirus scanning to avoid performance issues or conflicts with the Avaya Workforce Engagement software. The installation guide provides a list of folders and processes that need to be excluded from antivirus scanning for each component of the Avaya Workforce Engagement solution.

The other two procedures, SR tool software installation and SSRS preparation for reports ingestion, are not the customer’s responsibility, but rather part of the installation or upgrade process performed by the technician or administrator. References: : Avaya Workforce Engagement Installation Guide, pages 17-28, sections “Prerequisites” and “Preparing for installation or upgrade”

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

• B: It is a predefined set of Server Roles that are deployed together on the same machine. This is true because the Framework platform is a logical grouping of Server Roles that are installed on a single server. A Server Role is a functional component of Avaya Workforce Engagement that provides specific capabilities, such as Recorder, Central Archive, or Quality Monitoring. The Framework platform includes the following Server Roles: Framework Enterprise Manager, Framework Services, Framework Database, and Framework Web Services3
• C: The platform is HW independent. This is true because the Framework platform can be installed on various hardware types, such as Dell PowerEdge, HP ProLiant, or VMware virtual machines. The hardware requirements depend on the number of channels to be recorded and the number of concurrent users4
• E: It can be installed with another platform on the same hardware. This is true because the Framework platform can coexist with another platform on the same server, such as Recorder or Central Archive. This enables flexibility and scalability for the system. However, some platforms cannot be installed together on the same server, such as Quality Monitoring and Screen Capture5

References: 3: Avaya Workforce Engagement Support - Installation Guide, page 142 4: Avaya Workforce Engagement Support - Installation Guide, page 15-162 5: Avaya Workforce Engagement Support - Installation Guide, page 172

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 131
• Avaya Workforce Engagement Contact Recording User Guide, page 112

According to the Avaya Workforce Optimization Select Installation Guide, the SR validator is a tool that checks the installation and configuration of each server in the Avaya Workforce Engagement system. The SR validator compares the current installation and configuration to the requirement file for that server, which contains the expected values for various settings and parameters. The SR validator generates a report that shows any discrepancies or errors that need to be fixed manually. References: Avaya Workforce Optimization Select Installation Guide

According to the Avaya Workforce Optimization Select Installation Guide, Enterprise Manager is a web-based application that allows the administrator to configure and manage the Avaya Workforce Engagement system. One of the functions of Enterprise Manager is to monitor the managed servers for alarms and collect summary data. Enterprise Manager can display the health status of each server in the system, such as CPU usage, memory usage, disk space usage, and network traffic. Enterprise Manager can also alert the administrator of any critical or major alarms that occur on the servers, such as service failures, license issues, or configuration errors. Enterprise Manager can also provide reports and charts that show the summary data of the system performance and activity, such as number of calls recorded, number of evaluations completed, number of agents coached, etc. References: Avaya Workforce Optimization Select Installation Guide

The IP Capture log is a log file that records the RTP packets and the associated CTI metadata for each call that is recorded by the Avaya Workforce Engagement (AWE) solution. The IP Capture log helps to troubleshoot issues related to integration recording, such as missing or incomplete recordings, audio quality issues, or incorrect metadata. The IP Capture log shows the following information for each call:

• The call ID, which is a unique identifier for the call
• The start time and end time of the call
• The source and destination IP addresses and ports of the RTP packets
• The codec and payload type of the RTP packets
• The CTI metadata, such as agent ID, skill ID, ANI, DNIS, etc., that are associated with the call
• The status of the recording, such as started, stopped, paused, resumed, etc.

The IP Capture log does not record management information, such as configuration settings, license information, or system events. It also does not show CTI statistics, such as the number of events received or processed, or the performance metrics of the CTI server. It only shows the CTI events that are relevant to the recording of each call.

References: 1: Avaya Workforce Engagement Support - Troubleshooting Guide - Chapter 4: Troubleshooting Integration Recording Issues - Section 4.2: Using IP Capture Log for Troubleshooting Integration Recording Issues 22: https://documentation.avaya.com/en-US/bundle/troubleshootingAvayaWorkforceEngagement_r381/page/Troubleshooting_Integration_Recording_Issues.html

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

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