Question #1
You are troubleshooting the number of call employee hay number segments recorded and archived.
Which monitoring tool must be used to get this information?
- A . Employee Archive Report.
- B . Capture Status
- C . Data Integrity Report
- D . Recorder Status Summary
Correct Answer: A
A
Explanation:
The Employee Archive Report is a monitoring tool that can be used to get information about the number of call employee segments recorded and archived. The Employee Archive Report shows the number of recordings, the total duration, the total size, and the average size of the recordings for each employee or group of employees. The Employee Archive Report can be filtered by date range, organization, group, employee, recording type, and recording status. The Employee Archive Report can also be exported to a CSV file for further analysis1
References: 1: Avaya Workforce Engagement Support – Reporting Guide, page 25-262
A
Explanation:
The Employee Archive Report is a monitoring tool that can be used to get information about the number of call employee segments recorded and archived. The Employee Archive Report shows the number of recordings, the total duration, the total size, and the average size of the recordings for each employee or group of employees. The Employee Archive Report can be filtered by date range, organization, group, employee, recording type, and recording status. The Employee Archive Report can also be exported to a CSV file for further analysis1
References: 1: Avaya Workforce Engagement Support – Reporting Guide, page 25-262
Question #2
Which three are capabilities and customer impacts of using Avaya Workforce Engagement? (Choose three)
- A . It can optimize the workforce.
- B . It can improve processes.
- C . It can enrich interactions.
- D . It can provide expert agent selection distribution.
- E . It can generate real time reports.
Correct Answer: A B C
A B C
Explanation:
According to the Avaya Workforce Engagement Overview Video1, Avaya Workforce Engagement is a solution that helps contact centers transform their customer experience by gaining deeper insights into customer interactions and improving agent performance, processes, and operations.
Some of the capabilities and customer impacts of using Avaya Workforce Engagement are:
A B C
Explanation:
According to the Avaya Workforce Engagement Overview Video1, Avaya Workforce Engagement is a solution that helps contact centers transform their customer experience by gaining deeper insights into customer interactions and improving agent performance, processes, and operations.
Some of the capabilities and customer impacts of using Avaya Workforce Engagement are:
Question #3
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 . Maintenance account
- B . DMSA
- C . MSA
- D . Local account
Correct Answer: C
C
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
C
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
Question #4
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
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. - B . When there is an incoming call that is put on hold, only the customer side will be recorded.
- C . An internal call will not be recorded.
- D . 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.
Correct Answer: A
A
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
A
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
Question #5
The Screen Capture module is installed on an employee desktop.
To communicate with the recorder to track employee logging/logoff, which manages the Screen Capture program?
- A . Screen capture
- B . Capture service
- C . Desktop resource
- D . EIM
Correct Answer: B
B
Explanation:
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
B
Explanation:
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
Question #6
Which account is used by the Avaya Workforce Engagement system to run the reporting service?
- A . Local System
- B . MSA
- C . SA
- D . DMSA
Correct Answer: A
A
Explanation:
Local System Account is a highly privileged system account that is used to run Windows services and applications. It provides sufficient privileges to access system resources and perform services without the need to use a domain account with network privileges. In the Avaya Workforce Engagement system, running the reporting service typically does not require extensive access to network resources, so using an on-premises system account is a safe and efficient option.
A
Explanation:
Local System Account is a highly privileged system account that is used to run Windows services and applications. It provides sufficient privileges to access system resources and perform services without the need to use a domain account with network privileges. In the Avaya Workforce Engagement system, running the reporting service typically does not require extensive access to network resources, so using an on-premises system account is a safe and efficient option.
Question #7
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 are using the wrong URL.
- C . You have the pop-up blocker turned on.
- D . You are using Internet explorer 11.
Correct Answer: D
D
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
D
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
Question #8
Where can an Avaya Workforce Engagement administrator see all user changes in its administrative pages?
- A . The alarm status
- B . The user log
- C . The Audit viewer
- D . The installer log
Correct Answer: C
C
Explanation:
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 on2. The Audit Viewer can help administrators monitor user activity, troubleshoot issues, and ensure compliance2.
C
Explanation:
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 on2. The Audit Viewer can help administrators monitor user activity, troubleshoot issues, and ensure compliance2.
Question #9
When administering users for Avaya Workforce Engagement, what is the first step in the user management workflow?
- A . Create organizations and groups
- B . Create roles
- C . Create user profiles
- D . Assign users to role and scope
Correct Answer: A
A
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
A
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
Question #10
Which two statements are true about Disk Manager tasks for Avaya Contact recorder advanced (ACRA)(choose two)
- A . It removes all the data associated with a recording file when necessary.
- B . It monitors the call buffer to ensure that there is enough free space to.
- C . It deletes the oldest recordings from the drive to make free space for the new recordings
- D . It is used to define and configure disk partitions used for storing.
Correct Answer: A C
A C
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.
A C
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.
Question #11
Which statement about archive database Service role Configuration is true?
- A . You can add multiple archive database targets
- B . You can change database targets in Enterprise Manager
- C . You can create database targets in Recorder Manager
- D . You can change database targets in Recorder Manager
Correct Answer: A
A
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.
References:
Avaya Workforce Engagement Enterprise Manager User Guide, page 635
Avaya Workforce Engagement Recorder Manager User Guide, page 276
A
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.
References:
Avaya Workforce Engagement Enterprise Manager User Guide, page 635
Avaya Workforce Engagement Recorder Manager User Guide, page 276
Question #12
Which three statements about the Server Readiness Validator tool are true? (Choose three)
- A . It validates operating system setting
- B . It creates a report to show any trouble spots
- C . It validates CA server security certificates
- D . It validates partition sizes
- E . It can run under the local systems account
Correct Answer: A B D
A B D
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
A B D
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
Question #13
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 when and how fast archive activity may occur on a recorder.
- C . It defines filter rules to determine which recordings to archive.
- D . It defines the physical repository for archived content.
Correct Answer: C
C
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.
C
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.
Question #14
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 Scorecards Reports
- B . It is required for Customer Feedback reports
- C . It is required for System logging reports
- D . It is required for Forecasting and Scheduling Reports
- E . It is required for Workforce Management (WFM) reports.
Correct Answer: A B D
A B D
Explanation:
Scorecard Reporting: SSRS provides robust support for generating detailed performance metrics and scorecard reports, which are essential for managing and monitoring employee performance.
Customer Feedback Report: Through SSRS, customer feedback data can be effectively processed and presented, helping enterprises to understand customer satisfaction and make improvements accordingly.
Forecasting and Scheduling Reporting: This type of reporting is indispensable for human resource management and scheduling decisions, and SSRS provides the necessary data processing and presentation capabilities to support accurate forecasting and effective scheduling planning.
A B D
Explanation:
Scorecard Reporting: SSRS provides robust support for generating detailed performance metrics and scorecard reports, which are essential for managing and monitoring employee performance.
Customer Feedback Report: Through SSRS, customer feedback data can be effectively processed and presented, helping enterprises to understand customer satisfaction and make improvements accordingly.
Forecasting and Scheduling Reporting: This type of reporting is indispensable for human resource management and scheduling decisions, and SSRS provides the necessary data processing and presentation capabilities to support accurate forecasting and effective scheduling planning.
Question #15
To have voice recording with Avaya Contact Recorder Advanced (ACRA), which data source type does Avaya Workforce Engagement require?
- A . CMS
- B . Quality
- C . Phone
- D . Dialer
Correct Answer: C
C
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
C
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
Question #16
The technician has just restarted the WFO_ProductionDomain_ProductionServer Service on the application server and is now having problems logging into the web portal.
What should be checked first?
- A . That there is no connection via WIFI.
- B . That the security settings on Internet Explorer 11 allows Access to multiple servers.
- C . That the wlsvcX64.exe process didn ‘t reach the memory required.
- D . That the beasvcX64.exe process didn ‘t reach the memory required
Correct Answer: D
D
Explanation:
beasvcX64.exe process is not reaching the required memory: This process is part of the WebLogic Server service and is critical to the proper functioning of the Avaya Workforce Optimization (WFO) system. If the process does not have sufficient memory resources, it may cause the service to start unsuccessfully or run unstable, which in turn will affect the user’s ability to access the web portal. Checking the memory allocation and usage of this process is a critical step in diagnosing login issues.
D
Explanation:
beasvcX64.exe process is not reaching the required memory: This process is part of the WebLogic Server service and is critical to the proper functioning of the Avaya Workforce Optimization (WFO) system. If the process does not have sufficient memory resources, it may cause the service to start unsuccessfully or run unstable, which in turn will affect the user’s ability to access the web portal. Checking the memory allocation and usage of this process is a critical step in diagnosing login issues.
Question #17
Which two statements about Enterprise Manager (EM) features are true? (Choose two)
- A . It is browser-based interface
- B . It eliminates duplicate configuration if shares data
- C . It allows application-level functionality configuration
- D . User access is through the system Management desktop applications
Correct Answer: A C
A C
Explanation:
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
A C
Explanation:
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
Question #18
To have voice recording with Avaya Contact Recorder Advanced (ACRA), which data source type does Avaya Workforce Engagement require?
- A . Phone
- B . CMS
- C . Quality
- D . Dialer
Correct Answer: A
A
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
A
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
Question #19
In the Avaya Workforce Engagement, which two statements about framework license activation are true? (Choose two)
- A . License activation requires Enterprise Manager access to the internet
- B . The License Reference number is generated when the customer order is placed
- C . The License Registration Key is generated during installation
- D . The License Registration Key is generated before the Enterprise Suite is installed
Correct Answer: A B
A B
Explanation:
License Activation Requires Enterprise Manager to Access the Internet: This is because the license activation process typically involves online communication with the license server to validate and activate the license. The Enterprise Manager, as an integral part of the system, needs to have access to the internet to complete the license activation process.
Generate a License Reference Number when Customer places an order: A License Reference Number is generated during the purchase process and is used to uniquely identify a Customer’s license request. This number is required when activating the license to confirm the validity of the purchase and to track the status of the license.
A B
Explanation:
License Activation Requires Enterprise Manager to Access the Internet: This is because the license activation process typically involves online communication with the license server to validate and activate the license. The Enterprise Manager, as an integral part of the system, needs to have access to the internet to complete the license activation process.
Generate a License Reference Number when Customer places an order: A License Reference Number is generated during the purchase process and is used to uniquely identify a Customer’s license request. This number is required when activating the license to confirm the validity of the purchase and to track the status of the license.
Question #20
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 . Create a LAN Data Source
- C . Add Employee IDs
- D . Create Workgroups andworkstations
Correct Answer: B
B
Explanation:
Create a LAN data source: Before setting up screen recording, you first need to establish a data source, which is usually connected via a local area network (LAN), in order to capture screen recording data. This data source provides the recording system with the location and access of the capture target, and is the basic step to start the screen recording setup.
B
Explanation:
Create a LAN data source: Before setting up screen recording, you first need to establish a data source, which is usually connected via a local area network (LAN), in order to capture screen recording data. This data source provides the recording system with the location and access of the capture target, and is the basic step to start the screen recording setup.
Question #21
What are the two primary functions of Avaya Contact Recorder Advanced (ACRA)?(Choose two)
- A . Replay
- B . Record
- C . Store/Archive
- D . Quality Monitor
Correct Answer: B C
B C
Explanation:
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 C ESi
B C
Explanation:
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 C ESi
Question #22
A technician has installed Screen Capture on an employee Workstation and reads to verify if Screen Capture is running. The technician checks Task Manager
Which two processes must be running to ensure that communication with the recorder is enabled for capturing the screen? (Choose two)
- A . Wcapwlistener.exe
- B . ScreenRecorder.exe
- C . ScreenCapture.exe
- D . WCapW32.exe
Correct Answer: A D
A D
Explanation:
Wcapwlistener.exe: This process may be part of the screen capture software and is responsible for listening for instructions from the recording system to start or stop the screen capture.
WCapW32.exe: This process is also related to the screen capture function, which may be the process that actually performs the screen recording task. It handles the capture and transfer of screen data to the recording system.
A D
Explanation:
Wcapwlistener.exe: This process may be part of the screen capture software and is responsible for listening for instructions from the recording system to start or stop the screen capture.
WCapW32.exe: This process is also related to the screen capture function, which may be the process that actually performs the screen recording task. It handles the capture and transfer of screen data to the recording system.
Question #23
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 recorded management information.
- B . It showed CTI statistics.
- C . It showed CTI metadata association.
- D . It received CTI events.
Correct Answer: D
D
Explanation:
It received CTI events: IP capture logs typically record events related to Computer Telephony Integration (CTI), which include information such as call start, end, transfer, etc. These logs are critical for diagnosing and resolving recording integration issues because they provide detailed data on key moments in the call flow.
D
Explanation:
It received CTI events: IP capture logs typically record events related to Computer Telephony Integration (CTI), which include information such as call start, end, transfer, etc. These logs are critical for diagnosing and resolving recording integration issues because they provide detailed data on key moments in the call flow.
Question #24
A technician is preparing for an upgrade from Workforce Optimization (WFO) Vll to Avaya Workforce Engagement R20.X.
Which upgrade path must be used?
- A . Side-by side or hardware reuse migration to R20.x
- B . Two step upgrade process, to V15.1 first, then to R20.x
- C . Side-by side upgrade to R20.x in Windows 2016
- D . In-place upgrade to R20.x in Windows 2012 R2 (grey kit)
Correct Answer: B
B
Explanation:
The upgrade path from Workforce Optimization (WFO) Vll to Avaya Workforce Engagement R20.X is a two step upgrade process, to V15.1 first, then to R20.X. This is because WFO Vll is not compatible with Windows Server 2016, which is required for R20.X. Therefore, the first step is to upgrade WFO Vll to V15.1 on Windows Server 2012 R2, and then the second step is to upgrade V15.1 to R20.X on Windows Server 2016. This upgrade path applies to both side-by-side and hardware reuse migration scenarios. The other options are not valid upgrade paths for WFO Vll to R20.X.
References:
Avaya Workforce Engagement Installation Guide
[Avaya Workforce Engagement Upgrade Guide]
B
Explanation:
The upgrade path from Workforce Optimization (WFO) Vll to Avaya Workforce Engagement R20.X is a two step upgrade process, to V15.1 first, then to R20.X. This is because WFO Vll is not compatible with Windows Server 2016, which is required for R20.X. Therefore, the first step is to upgrade WFO Vll to V15.1 on Windows Server 2012 R2, and then the second step is to upgrade V15.1 to R20.X on Windows Server 2016. This upgrade path applies to both side-by-side and hardware reuse migration scenarios. The other options are not valid upgrade paths for WFO Vll to R20.X.
References:
Avaya Workforce Engagement Installation Guide
[Avaya Workforce Engagement Upgrade Guide]
Question #25
In Avaya Workforce Engagement, which component monitors the managed servers for alarms and collects summary data?
- A . Enterprise Manager
- B . LoggerServerservice
- C . Dedicated network connection
- D . MDL database
Correct Answer: A
A
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
A
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