33160X Avaya Workforce Engagement Support Certified Exam Free Practice Exam Questions (2025 Updated)

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.

According to the Avaya Documentation website1, the documentation category that covers the Avaya Workforce Engagement install and configure process up to the successful SAT on the customer site is Implementation guides. Implementation guides provide step-by-step instructions on how to install, configure, test, and troubleshoot Avaya Workforce Engagement components and features on various platforms and environments. Implementation guides also include information on system requirements, prerequisites, best practices, tips, and examples for successful deployment of Avaya Workforce Engagement solutions. References: Avaya Documentation

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 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]

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

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

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

B: SQL Server must be installed on this server. This is true because the Avaya Workforce Engagement server definition includes the Archive Database, which requires SQL Server to store the metadata of the recordings3

C: Two or more physical servers can have the same installed platform. This is true because the Avaya Workforce Engagement server definition allows for multiple servers to have the same platform installed, such as Recorder, Central Archive, or Quality Monitoring. This enables scalability and redundancy for the system4

E: The server can be hosted on several different hardware types. This is true because the Avaya Workforce Engagement server definition supports various hardware types, such as Dell PowerEdge, HP ProLiant, or VMware virtual machines. The hardware requirements depend on the platform and the number of channels to be recorded5

References: 3: Avaya Workforce Engagement Support - Installation Guide, page 136 4: Avaya Workforce Engagement Support - Installation Guide, page 146 5: Avaya Workforce Engagement Support - Installation Guide, page 15-166

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

It provides the same benefits of Avaya Delivery Dedicated Integration Service Observe. This means that it supports recording of both inbound and outbound calls, as well as internal calls between agents. It also supports recording of transferred and conference calls, as well as call hold and resume events.

Each recording target requires a dedicated softphone. This means that each agent extension must have a corresponding softphone extension that is registered on the Avaya AES server and used for recording purposes. The softphone extension must be configured with the same call appearance and bridged appearance settings as the agent extension.

It allows a dual recording solution. This means that it supports recording of both voice and screen activity of the agents using the Avaya DMCC-MR integration. The voice recording is done by the inContact WFO Call Recording application, while the screen recording is done by the inContact WFO Screen Recording application.

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

The Recorder Archiver Service is a service that runs on a Recorder or standalone Central Archive service and performs the actual archive activity. It is responsible for moving the recordings from the Recorder to the Archive Database and Content Server, as well as deleting the recordings from the Recorder after they are archived. The Recorder Archiver Service also handles the encryption and decryption of the recordings, if enabled1 References: 1: Avaya Workforce Engagement Support - Archive Configuration Guide, page 9

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 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

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.

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.

According to the Avaya Contact Recorder Configuration and Administration Guide, a condition is a recording rule criteria that defines a logical expression that must be met for a call to be recorded. A condition can consist of one or more attributes that are compared with values using operators such as equals, not equals, greater than, less than, etc. A condition can also use logical operators such as AND, OR, NOT to combine multiple attributes. For example, a condition can be Supervisor = Supervisor1 OR Supervisor = Supervisor2 AND Hold Count > 3 AND Call Duration > 1200. This condition means that a call will be recorded if the supervisor is either Supervisor1 or Supervisor2 and if the call is placed on hold more than three times and if the entire call is longer than 20 minutes (1,200 seconds). References: Avaya Contact Recorder Configuration and Administration Guide

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

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.

Enterprise Manager is a web-based application that allows administrators to configure and manage the Avaya Workforce Engagement system. One of the functions that can be configured in Enterprise Manager is Quality Management (QM), which includes setting up recording rules, quality forms, evaluation plans, coaching sessions, and reports. QM functions enable supervisors to monitor, assess, and improve the performance of agents and the quality of customer interactions. References:

Avaya Workforce Engagement Installation Guide, page 171

Avaya Workforce Engagement Administration Guide, page 232