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33160X Dumps Questions Study Exam Guide
Avaya 33160X certification exam is targeted towards individuals who are interested in providing technical support for Avaya Workforce Engagement products and solutions. 33160X exam is best suited for technical support engineers, customer support engineers, and other individuals who provide technical assistance to customers regarding Avaya Workforce Engagement products.
NEW QUESTION # 18
You are going to the customer site to start your Avaya Workforce Engagement installation. You have the documentation, but when you review yourchecklist, something is missing. Which important thing is missing in your installation checklist?
- A. Wsuper user account
- B. Administrator account
- C. MSA and DMSA account
- D. IMSA account
Answer: D
Explanation:
Explanation
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
NEW QUESTION # 19
In Avaya Workforce Engagement, which component monitors the managed servers for alarms and collects summary data?
- A. MDL database
- B. LoggerServerservice
- C. Enterprise Manager
- D. Dedicated network connection
Answer: C
Explanation:
Explanation
According to the Avaya Workforce Optimization Select Installation Guide, Enterprise Manager is a web-based application that allows the administrator to configure and manage the Avaya Workforce Engagement system.
One of the functions of Enterprise Manager is to monitor the managed servers for alarms and collect summary data. Enterprise Manager can display the health status of each server in the system, such as CPU usage, memory usage, disk space usage, and network traffic. Enterprise Manager can also alert the administrator of any critical or major alarms that occur on the servers, such as service failures, license issues, or configuration errors. Enterprise Manager can also provide reports and charts that show the summary data of the system performance and activity, such as number of calls recorded, number of evaluations completed, number of agents coached, etc. References: Avaya Workforce Optimization Select Installation Guide
NEW QUESTION # 20
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. Manage entities withassignmentmanager
- C. Create users
- D. Create roles
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 # 21
The customer decided to have the Avaya Delivery Dedicated integration with Multiple Device Registration
- A. It provides the same benefits of Avaya Delivery Dedicated Integration Service Observe
- B. Each recording target requires a dedicated softphone
- C. There is not dedicated softphone allocated for recording
- D. In this scenario, which three statements about Multiple Registration are true? (Choose three)
- E. Only two observers can be present on the same call
- F. It allows a dual recording solution
Answer: A,B,F
Explanation:
Explanation
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.
NEW QUESTION # 22
In Avaya Workforce Engagement, where is System Backup enabled?
- A. System Management>General Settings>Settings
- B. System Management>Enterprise> Enterprise Settings
- C. Enterprise Management>General Settings>Configuration
- D. System Management>Central Archive >Backup
Answer: D
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 # 23
What are the two primary functions of Avaya Contact Recorder Advanced (ACRA)?(Choose two)
- A. Quality Monitor
- B. Record
- C. Store/Archive
- D. Replay
Answer: B,C
Explanation:
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 - ESi
NEW QUESTION # 24
Happens when the framework installation fails?
- A. The installer Will stop and quit from the tool. Once the issue is resolved, the installer Will restart from the beginning of the installation.
- B. Errors Will appear in black text in the SR tool.
- C. The installer Will stop but does not quit from the tool. Failed components are tracked to the installer's log file.
- D. All installation errors Will appear on the alarms page of Element Manager
Answer: C
Explanation:
Explanation
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.
NEW QUESTION # 25
You are selecting the new server roles for recording.
To assure your Avaya Contact Recorder Advanced (ACRA) Works properly, which three server roles are valid? (Choose three)
- A. IP Recorder
- B. Recorder Integration Service
- C. Screen Recorder
- D. Replay role
- E. RTP Proxy
Answer: A,C,D
Explanation:
Explanation
According to the Avaya Contact Recorder Advanced Installation Guide1, the following server roles are valid for recording:
RTP Proxy: This role is responsible for receiving RTP streams from the network and forwarding them to the IP Recorder role. It also handles SIP signaling for call recording.
IP Recorder: This role is responsible for recording RTP streams received from the RTP Proxy role and storing them as audio files on the disk. It also handles metadata extraction and encryption of the recordings.
Screen Recorder: This role is responsible for recording the screen activity of the agents using a screen capture driver. It also handles compression and encryption of the screen recordings.
The other two roles, Recorder Integration Service and Replay role, are not directly involved in recording, but rather in integrating with other systems and providing playback functionality.
References: 1: Avaya Contact Recorder Advanced Installation Guide
NEW QUESTION # 26
In the Avaya Workforce Engagement, which twostatementsabout 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 isgeneratedbefore the Enterprise Suite is installed
- D. The License Registration Key is generated during installation
Answer: A,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 # 27
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. CTI adapter is not necessary for Integration Service
- B. There is just one CTI adapter per system
- C. CTI adapter is required to receive call signalling and meta data from the
- D. There is just one CTI adapter per data source
Answer: C
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 # 28
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 Workforce Management (WFM) reports.
- B. It is required for System logging reports
- C. It is required for Forecasting and Scheduling Reports
- D. It is required for Scorecards Reports
- E. It is required for Customer Feedback reports
Answer: A,D,E
Explanation:
Explanation
According to the Avaya Workforce Engagement Support Installation Guide, SQL Server Reporting Service (SSRS) is required to support reporting in both new and upgraded systems for the following types of reports:
Scorecards Reports, Customer Feedback reports, and Workforce Management (WFM) reports. These reports use SSRS as the reporting engine and require SSRS to be installed and configured on a separate server. SSRS is not required for System logging reports or Forecasting and Scheduling Reports, which use different reporting engines. References: Avaya Workforce Engagement Support Installation Guide, page 19.
NEW QUESTION # 29
Which log covers the Central Application Database server installation in Avaya Workforce Engagement?
- A. \logs\centralApp\Summary
- B. \logs\centralDWH\Summary
- C. \logs\centralContact\Summary
- D. \logs\CommonDB\Summary
Answer: A
Explanation:
Explanation
The \logs\centralApp\Summary log covers the Central Application Database server installation in Avaya Workforce Engagement. The Central Application Database server is a server role that hosts the Central Application Database, which stores the configuration data and user information for Avaya Workforce Engagement. The \logs\centralApp\Summary log contains information about the installation process, such as the start and end time, the installation status, the installed components, and any errors or warnings that occurred during the installation. The \logs\centralApp\Summary log can be used to troubleshoot any issues or verify the installation results3 References: 3: Avaya Workforce Engagement Support - Installation Guide, page
29-304
NEW QUESTION # 30
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 Recorder Manager
- C. You can change database targets in Enterprise Manager
- D. You can create database targets in Recorder Manager
Answer: A
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 # 31
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 are using the wrong URL.
- B. You so not have network connectivity to the Application Server.
- C. You have the pop-up blocker turned on.
- D. You are using Internet explorer 11.
Answer: D
Explanation:
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
NEW QUESTION # 32
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. MSA
- C. DMSA
- D. Local account
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 # 33
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. Add Employee IDs
- B. Create Workgroups andworkstations
- C. Create a LAN Data Source
- D. Create a Member Group
Answer: B
Explanation:
Explanation
According to the Avaya Contact Recorder Configuration and Administration Guide, the first step for setting up the screen recording process in an Avaya Contact Recorder Advanced (ACRA) environment is to create Workgroups and workstations. Workgroups are logical entities that group workstations together for management purposes. Workstations are physical or virtual machines that run the Avaya Contact Recording Desktop (CRD)application, which captures the screen activity of the agents. The administrator can create Workgroups and workstations using the Administration interface of ACRA, and assign them to Member Groups, which define the type and schedule of recording for each workstation. References: Avaya Contact Recorder Configuration and Administration Guide
NEW QUESTION # 34
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. MSA
- C. DMSA
- D. Local account
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 # 35
A technician is preparing to setup an Avaya Contact Recorder Advanced (ACRA), following the basic recorder configuration for according to the Recorder Configuration and Administration Guide Which task is the customer's responsibility?
- A. Install WFO software and any required hotfixes
- B. Set up the server, Including VM settings, NICs and disks
- C. Configure the recorder server roles
- D. Verify the server using the SR validation
Answer: B
Explanation:
Explanation
According to the Avaya Contact Recorder Installation Guide, setting up the server, including VM settings, NICs and disks, is the customer's responsibility when preparing to setup an Avaya Contact Recorder Advanced (ACRA). The customer must ensure that the server meets the minimum hardware and software requirements for installing ACRA, such as CPU, memory, disk space, operating system, network interface cards, etc. The customer must also configure the server settings according to the best practices and recommendations provided by Avaya Workforce Engagement Support. References: Avaya Contact Recorder Installation Guide
NEW QUESTION # 36
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