Avaya 33160X Dumps

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.

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 EmployeeArchive 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

The XML file that is exported from the Data Center Zone contains information about the servers role, such as recording, archiving, or playback. This file is used to import the configuration to the new Data Center Zone after the upgrade. The XML file does not include information about site servers, security settings, or enterprise settings, which are configured separately. References: Avaya Workforce Engagement Support Upgrade Guide, page 30.

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

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

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

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

The IMSA account is an important thing that is missing in the installation checklist. The IMSA account is a service account that is used to run the Avaya Workforce Engagement services and access the Archive Database. The IMSA account must be created beforeinstalling the Avaya Workforce Engagement software and must have the appropriate permissions and privileges. The IMSA 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

The reporting service is a component of the Avaya Workforce Engagement system that provides access to historical data and reports for various modules, such as QM, WFM, and Analytics. The reporting service runs under a Managed Service Account (MSA), which is a special type of domain account that is automatically managed by Windows. The MSA account is created during the installation of the reporting service and has the format \$. References:

• Avaya Workforce Engagement Installation Guide, page 421
• Avaya Workforce Engagement Reporting Service Installation Guide, page 8

Agent Initiated Monitoring (AIM) enables agents to register their Agent ID with the recording system and have their phone or workspace associated with recordings. Using AIM, agents can start and stop recording calls “on the fly.” They can also use AIM to annotate a recording that they start or one that they block from being recorded. The start monitoring command initiates a recording of the current call, while the pause monitoring command temporarily stops the recording of the current call1.

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

• Avaya Workforce Optimization
• Avaya Contact Recording - ESi
• Avaya Contact Recording – ESi

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

According to the Avaya Workforce Engagement Support Installation Guide, server roles are components that provide specific functions and services for Avaya Workforce Engagement Support. Some examples of server roles are Recorder Integration Service and Avaya Contact Recorder. Recorder Integration Service is a server role that enables the recorder to communicate with the switch and receive call signaling and metadata. Avaya Contact Recorder is a server role that provides the recording, search, playback, and storage of voice interactions. The other options, such as Enterprise Manager and Framework Integration Service, are not server roles, but applications that run on servers. References: Avaya Workforce Engagement Support Installation Guide, page 18.

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 tasks that can be completed under Enterprise Manager is to set up recorder roles, which define the functionality of servers. Recorder roles specify which components and services are installed and enabled on each server, such as voice recording, screen recording, quality management, speech analytics, etc. The administrator can assign one or more recorder roles to each server in the system. References: Avaya Workforce Optimization Select Installation Guide

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

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

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.

According to the Avaya Workforce Optimization Select Administration Guide, the following are some of the maintenance tasks that should be completed on a daily or weekly basis:

• B. Check active alarms. The administrator should monitor the health status of the servers and services in the Avaya Workforce Engagement system and check for any active alarms that indicate critical or major issues. The administrator can use Enterprise Manager to view the alarms and their details, such as severity, description, time, and resolution steps. The administrator should resolve the alarms as soon as possible to avoid any impact on the system performance or functionality.
• C. Confirm Services are running. The administrator should verify that all the services and components that are required for the Avaya Workforce Engagement system are running properly on each server. The administrator can use Enterprise Manager to view the status of each service and component, such as online, offline, orerror. The administrator should restart any service or component that is not running or has an error status.
• D. Perform Database backups. The administrator should perform regular backups of 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. The administrator can use Enterprise Manager to schedule and manage the database backups, as well as restore them in case of a disaster recovery scenario.

The statements A and E are incorrect because:

• A. Consider loading trends. This is not a maintenance task that should be completed on a daily or weekly basis, but rather a planning task that should be done before installing or scaling the Avaya Workforce Engagement system. The administrator should consider the loading trends of the contact center, such as the number of agents, channels, interactions, evaluations, etc., and determine the optimal deployment level and server configuration for the system.
• E. Check data fragmentation. This is not a maintenance task that should be completed on a daily or weekly basis, but rather an optimization task that should be done periodically or when needed. The administrator should check the data fragmentation of 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. Data fragmentation occurs when data is stored in non-contiguous blocks on the disk, which can affect the performance and efficiency of the database operations. The administrator can use Enterprise Manager to analyze and defragment the databases to improve their performance. References: Avaya Workforce Optimization Select Administration Guide

According to the Avaya Workforce Optimization Select Installation Guide, after a successful installation, the only page accessible from the Avaya Workforce Engagement administrative pages is the Licensing Management page. This page allows the administrator to upload the license file and activate the product features. The other pages, such as General Settings, Server Roles, and Alarm Status, are only available after the license file is uploaded and validated. References: [Avaya Workforce Optimization Select Installation Guide]

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.