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NEW QUESTION # 39
In Avaya Contact Recorder Advanced (ACRA), you want to view information related to your configuration such as adapters, data sources, recording rules and real time monitors. Which monitoring tool collects this information?
- A. Capture Status
- B. Recorder Status Summary
- C. Configuration Checker
- D. Integration Service Status
Answer: A
Explanation:
Explanation
According to the Avaya Contact Recorder Administration Guide, the Capture Status tool is a web-based application that provides information related to the configuration of Avaya Contact Recorder Advanced (ACRA), such as adapters, data sources, recording rules, and real time monitors. The Capture Status tool can be used for troubleshooting andmonitoring the recording system. The tool can display the status of each component, such as online, offline, or error. The tool can also show the details of each component, such as name, type, IP address, port, version, and configuration. The tool can also provide logs and statistics for each component, such as number of calls recorded, number of errors encountered, and number of active channels. References: Avaya Contact Recorder Administration Guide
NEW QUESTION # 40
You are analysing the IP Capture log for troubleshooting an integration recording issue. Which statement is true about the information Included in this log?
- A. It showed CTI statistics.
- B. It showed CTI metadata association.
- C. It received CTI events.
- D. It recorded management information.
Answer: B
Explanation:
Explanation
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/Troubl
NEW QUESTION # 41
Which two statements are true about Disk Manager tasks for Avaya Contact recorder advanced (ACRA)(choose two)
- A. It monitors the call buffer to ensure that there is enough free space to.
- B. It deletes the oldest recordings from the drive to make free space for the new recordings
- C. It is used to define and configure disk partitions used for storing.
- D. It removes all the data associated with a recording file when necessary.
Answer: B,D
Explanation:
Explanation
The Disk Manager is a component of the Avaya Contact Recorder Advanced that manages the storage of recording files on disk partitions. It performs two main tasks:
It removes all the data associated with a recording file when necessary, such as when the retention period expires, when the file is deleted manually, or when the file is corrupted or inaccessible.
It monitors the disk space usage and deletes the oldest recordings from the drive to make free space for the new recordings, according to the configured thresholds and policies.
NEW QUESTION # 42
The installer is doing the license activation.
Which three statements about the license process for Avaya Workforce Engagements are true?
(Choose three)
- A. The license site requires the license registration key and Avaya Purchase Order (APO) number
- B. In case of multiple servers, it is just one XML license file.
- C. It provides Access to veinte.com/wfo to activate the license.
- D. It requires both the License Reference number (LRN) and license registration key
- E. It provides Access to oaccess.verint.com/LiscenseActivate.aspx to activate the license.
Answer: A,B,D
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 # 43
Which statement about archive database Service role Configuration is true?
- A. You can change database targets in Enterprise Manager
- B. You can add multiple archive database targets
- C. You can change database targets in Recorder Manager
- D. You can create database targets in Recorder Manager
Answer: B
Explanation:
Explanation
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.
Avaya Workforce Engagement Enterprise Manager User Guide, page 635
Avaya Workforce Engagement Recorder Manager User Guide, page 276
NEW QUESTION # 44
Which two statements about the Avaya Workforce Engagement database management Service account are true? (Choose two)
- A. The password can be changed after the installation
- B. The account cannot be the same as the Management Service account
- C. It is allowed to change the username after initial installation.
- D. The account must be defined within a workgroup
Answer: A,B
Explanation:
Explanation
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 runthe 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 Support1. 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 workgroup2. 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
NEW QUESTION # 45
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 Workgroups andworkstations
- D. Create a LAN Data Source
Answer: C
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 # 46
To have voice recording with Avaya Contact Recorder Advanced (ACRA), which data source type does Avaya Workforce Engagement require?
- A. Quality
- B. CMS
- C. Dialer
- D. Phone
Answer: D
Explanation:
Explanation
To have voice recording with Avaya Contact Recorder Advanced (ACRA), Avaya Workforce Engagement requires a Phone data source type. A Phone data source type is used to import phone-related data from ACRA, such as agent IDs, extensions, call IDs, call durations, and call directions. This data is used to associate voice recordings with agents and calls in the Avaya Workforce Engagement system. References:
Avaya Workforce Engagement Integration Services User Guide, page 294
Avaya Workforce Engagement Integration Services User Guide, page 464
NEW QUESTION # 47
Which monitoring tool is used to show a visual update on how the Recorder and its components are working in recorder manager?
- A. Capture Status
- B. Configuration Checker
- C. Status SummaryThresholds
- D. Recorder Status Summary
Answer: D
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 # 48
Which three statements about the Server Readiness Validator tool are true? (Choose three)
- A. It validates partition sizes
- B. It can run under the local systems account
- C. It validates CA server security certificates
- D. It validates operating system setting
- E. It creates a report to show any trouble spots
Answer: A,D,E
Explanation:
Explanation
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
NEW QUESTION # 49
You are assigning Archive server roles in the Framework Enterprise Manager Which server role provides all Access to the Archive Database?
- A. Central Archive
- B. Archive database
- C. Interaction Applications
- D. Content Server
Answer: B
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 # 50
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. Configure the recorder server roles
- B. Install WFO software and any required hotfixes
- C. Set up the server, Including VM settings, NICs and disks
- D. Verify the server using the SR validation
Answer: C
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 # 51
Which three statements describe the prerequisites for installing Avaya Workforce Engagement server in deployment level 3,4 or 5? (choose three).
- A. Date center servers can be split in multi-domain forests.
- B. Date center zone servers, service user and group account, must all be members of the domain 's Active Directory.
- C. The Framework components can be installed using a Management Service Account (MSA).
- D. The Framework components need to be installed using a domain account with loca administrator privileges in the Framework server.
- E. The Framework components can be installed in a workgroup environment.
Answer: B,C,D
Explanation:
Explanation
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]
NEW QUESTION # 52
In Avaya Workforce Engagement, which component monitors the managed servers for alarms and collects summary data?
- A. Enterprise Manager
- B. Dedicated network connection
- C. LoggerServerservice
- D. MDL database
Answer: A
Explanation:
Explanation
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
NEW QUESTION # 53
Which Avaya Workforce Engagement component can help customers evaluate an agent and increase customer satisfaction?
- A. Coaching
- B. Interactions
- C. Wfm
- D. eLearning
Answer: B
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 # 54
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. Avaya
- B. ACRA
- C. Enable Named Employees Unit of Measure
- D. Back Office - Item Tracking
- E. AWFO
Answer: C
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 # 55
Which utility is designed to Verify that the framework server has passed the prerequisite check and is ready to install?
- A. WFO setup.exe
- B. SR Validator
- C. Avaya WTF Preinstall Utility
- D. Audit Test
Answer: C
Explanation:
Explanation
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.
NEW QUESTION # 56
When administering users for Avaya Workforce Engagement, what is the first step in the user management workflow?
- A. Assign users to role and scope
- B. Create user profiles
- C. Create roles
- D. Create organizations and groups
Answer: D
Explanation:
Explanation
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
NEW QUESTION # 57
In Archive, what is the function of a campaign?
- A. It defines how to perform a specific archive task against a specific media.
- B. It defines the physical repository for archived content.
- C. It defines filter rules to determine which recordings to archive.
- D. It defines when and how fast archive activity may occur on a recorder.
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 # 58
To have voice recording with Avaya Contact Recorder Advanced (ACRA), which data source type does Avaya Workforce Engagement require?
- A. Quality
- B. CMS
- C. Dialer
- 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 # 59
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 System logging reports
- B. It is required for Customer Feedback reports
- C. It is required for Workforce Management (WFM) reports.
- D. It is required for Scorecards Reports
- E. It is required for Forecasting and Scheduling Reports
Answer: B,C,D
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 # 60
In a scenario with Avaya Contact Recorder Advanced (ACRA) using station-side recording (TDM), which statement is true?
- A. When there is an outgoing call that is put on hold for a consult with a supervisor, and then conferenced with a supervisor, everything will be recorded.
- B. An internal call will not be recorded.
- C. When there is an incoming call that is put on hold, only the customer side will be recorded.
- D. When there is an outgoing call that is put on hold for a consult with a supervisor, and then conferences with a supervisor, the call with the customer and the conference with the supervisor will be recorded, while the internal consult will not be recorded.
Answer: D
Explanation:
Explanation
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
NEW QUESTION # 61
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