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Avaya Workforce Engagement Support solution is a comprehensive solution designed to improve the productivity and efficiency of call center agents. This solution includes a range of features such as workforce management, quality monitoring, and speech analytics. By becoming certified in Avaya Workforce Engagement Support, IT professionals can demonstrate their expertise and proficiency in the use and management of this solution.

 

NEW QUESTION # 31
During the migration process, which migration tool will set the start/stop mode for the services on the target and source systems as required?c

• A. Migration Mode tool
• B. Data Migration Discovery Tool
• C. Migration DB Scripts.
• D. WFO data Migration Tool form V15.1

Answer: A

Explanation:
Explanation
The Migration Mode tool is a utility that is used during the migration process to set thestart/stop mode for the services on the target and source systems as required. The Migration Mode tool can also be used to check the status of the services and to troubleshoot any issues that may arise during the migration. The Migration Mode tool can be accessed from the Framework Enterprise Manager or from the command line3 References: 3:
Avaya Workforce Engagement Support - Migration Guide, page 17-184

NEW QUESTION # 32
Whichstatementdescribes a part of the Avaya Workforce Engagement server validation process?

• A. The SR validator attempts to fix any issues it finds
• B. The SR validator compares the current installation and configuration to the requeriment file for that server
• C. The server group and server type are automatically detected by the SR Validator
• D. All server validation information is maintained on a separate logging server

Answer: B

Explanation:
Explanation
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

NEW QUESTION # 33
Which two statements are true about Disk Manager tasks for Avaya Contact recorder advanced (ACRA)(choose two)

• A. It is used to define and configure disk partitions used for storing.
• B. It deletes the oldest recordings from the drive to make free space for the new recordings
• C. It monitors the call buffer to ensure that there is enough free space to.
• 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 # 34
A technician is configuring the recorder Integration Service in Recorder Manager to allow the recorder to communicate with the switch Which statement is true about CTI adapter?

• A. There is just one CTI adapter per system
• B. There is just one CTI adapter per data source
• C. CTI adapter is not necessary for Integration Service
• D. CTI adapter is required to receive call signalling and meta data from the

Answer: D

Explanation:
Explanation
According to the Avaya Workforce Engagement Support Installation Guide, the recorder Integration Service is a component that enables the recorder to communicate with the switch and receive call signaling and metadata.
The recorder Integration Service requires a CTI adapter, which is a software module that connects to the switch and provides the necessary information to the recorder. There can be multiple CTI adapters per system, depending on the number of data sources and switches. A CTI adapter is necessary for Integration Service, as it is responsible for providing the call data to the recorder. References: Avaya Workforce Engagement Support Installation Guide, page 18.

NEW QUESTION # 35
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. Local account
• B. MSA
• C. Maintenance account
• D. DMSA

Answer: B

Explanation:
Explanation
The MSA account is a member of the SysAdmin role in SQL, and can perform all required activities related to database installation and first-time configuration in Avaya Workforce Engagement. The MSA account is a service account that is used to run the Avaya Workforce Engagement services and access the Archive Database. The MSA account must be created before installing the Avaya Workforce Engagement software and must have the appropriate permissions and privileges. The MSA account must also be added to the local Administrators group on each server where Avaya Workforce Engagement components are installed1 References: 1: Avaya Workforce Engagement Support - Installation Guide, page 18-192

NEW QUESTION # 36
In Avaya Workforce Engagement, where is System Backup enabled?

• A. Enterprise Management>General Settings>Configuration
• B. System Management>Central Archive >Backup
• C. System Management>General Settings>Settings
• D. System Management>Enterprise> Enterprise Settings

Answer: B

Explanation:
Explanation
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.

NEW QUESTION # 37
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 metadata association.
• B. It showed CTI statistics.
• C. It received CTI events.
• D. It recorded management information.

Answer: A

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 # 38
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 create database targets in Recorder Manager
• D. You can change 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 # 39
The technician is configuring the voice recording solution
What is the first step to properly setting up the voice recording in an Avaya Contact Recorder Advanced (ACRA) environment

• A. Create a phone Data Source
• B. Create Phones and Extensions
• C. Create a Member Group
• D. Set up recording Environtment

Answer: A

Explanation:
Explanation
According to the Avaya Contact Recorder Installation Guide, the first step to properly setting up the voice recording in an ACRA environment is to create a phone Data Source. 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 # 40
Which two are examples of server role? (Choose two)

• A. Enterprise Manager
• B. Avaya Contact Recorder
• C. Recorder Integration Service
• D. Framework Integration Service

Answer: B,C

Explanation:
Explanation
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.

NEW QUESTION # 41
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 outgoing call that is put on hold for a consult with a supervisor, and then conferenced with a supervisor, everything will be recorded.
• C. When there is an incoming call that is put on hold, only the customer side will be recorded.
• D. An internal call will not be recorded.

Answer: A

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 # 42
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. In-place upgrade to R20.x in Windows 2012 R2 (grey kit)
• C. Side-by side upgrade to R20.x in Windows 2016
• D. Two step upgrade process, to V15.1 first, then to R20.x

Answer: D

Explanation:
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.
Avaya Workforce Engagement Installation Guide
[Avaya Workforce Engagement Upgrade Guide]

NEW QUESTION # 43
In an Avaya Contact Recorder Advenced (ACRA) solution, what are the three VoIP delivery recording types?
(Choose three)

• A. DMS
• B. DMCC
• C. SIPREC
• D. VoIP Gateway Recording
• E. Station-Side (Interception)

Answer: B,C,D

Explanation:
Explanation
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

NEW QUESTION # 44
In the Avaya Workforce Engagement, which twostatementsabout framework license activation are true?
(Choose two)

• A. The License Registration Key is generated during installation
• B. License activation requires Enterprise Manager access to the internet
• C. The License Registration Key isgeneratedbefore the Enterprise Suite is installed
• D. The License Reference number is generated when the customer order is placed

Answer: B,C

Explanation:
Explanation
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

NEW QUESTION # 45
A technician needs to verify the license applied in Framework for an Avaya Contact Recorder Advanced (ACRA) To enable Trusted License, which feature must be checked under License Management?

• A. Enable Named Employees Unit of Measure
• B. ACRA
• C. Back Office - Item Tracking
• D. AWFO
• E. Avaya

Answer: A

Explanation:
Explanation
According to the Avaya Workforce Engagement Support Installation Guide, to enable Trusted License for Avaya Contact Recorder Advanced (ACRA), the feature Enable Named Employees Unit of Measure must be checked under License Management in Framework. This feature allows the system to use the number of named employees as the unit of measure for licensing, instead of the number of concurrent users. The other features, such as ACRA, Back Office - Item Tracking, Avaya, and AWFO, are not related to Trusted License. References: Avaya Workforce Engagement Support Installation Guide, page 41.

NEW QUESTION # 46
The installer will be starting the administration in the Avaya Workforce Engagement. What is the first step in the administration workflow?

• A. Create Organizations and groups
• B. Create users
• C. Create roles
• D. Manage entities withassignmentmanager

Answer: A

Explanation:
Explanation
According to the Avaya Workforce Optimization Select Administration Guide, the first step in the administration workflow is to create Organizations and groups. Organizations and groups are logical entities that represent the structure and hierarchy of the contact center. They are used to organize users, agents, extensions, channels, and other resources in the system. The administrator can create multiple levels of Organizations and groups, and assign permissions and settings to each level. Creating Organizations and groups helps to simplify administration tasks and reporting functions. References: Avaya Workforce Optimization Select Administration Guide

NEW QUESTION # 47
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