ACSS - 3308 Avaya Workforce Engagement Support

1. You are in the process of creating a new supervisor on the Framework server . you have created the user profile, but when you try to assign access rights, the “Edit Access Rights” button is greyed out What is causing this problem?. A) You have not created the profile as a manager. B) You have not created the profile as a supervisor. C) You have not created a valid profile. D) You have not created the user name and password.

2. When using the capture status tool for troubleshooting, what kind of information is collected?. A) Summary of all recorded lines. B) Details for audio and screen capture, channels, extensions, and workstations. C) Summary of thresholds for CPU usage, memory, recordings, and lag time. D) Information on adapters, data sources, recording rules, recorders, and real time monitors.

3. 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 the wlsvcX64.exe process didn´t reach the memory required. B) That the security settings on Internet Explorer 11 allows Access to multiple servers. C) That the beasvcX64.exe process didn´t reach the memory required. D) That there is no connection via WIFI.

4. 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 have the pop-up blocker turned on. B) You so not have network connectivity to the Application Server. C) You are using Internet explorer 11. D) You are using the wrong URL.

5. In Avaya Contact Recorder Advanced (ACRA), you want to view information related to your configuration such as adapters, data sources, recording rules and real time monitors. Which monitoring tool collects this information?. A) Capture Status. B) Configuration Checker. C) Integration Service Status. D) Recorder Status Summary.

6. 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) Recorder Status Summary. C) Data Integrity Report. D) Capture Status.

7. 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 statistics. B) It recorded management information. C) It received CTI events. D) It showed CTI metadata association.

8. 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.

9. Which three are capabilities and customer impacts of using Avaya Workforce Engagement? (Choose three). A) It can optimize the workforce. B) It can provide expert agent selection distribution. C) It can enrich interactions. D) It can improve processes. E) It can generate real time reports.

10. Which three statements about the Framework platform are true? (Choose three). A) Requires a locally installed instance of Microsoft SQL. B) It can be installed with another platform on the same hardware. C) The platform is Windows OS independent. D) The platform is HW independent. E) It is a predefined set of Server Roles that are deployed together on the same machine.

11. In Archive, what is the function of a campaign?. A) It defines filter rules to determine which recordings to archive. B) It defines when and how fast archive activity may occur on a recorder. C) It defines how to perform a specific archive task against a specific media. D) It defines the physical repository for archived content.

12. Which documentation category covers the Avaya Workforce Engagement install and configure process up to the successful SAT on the customer site?. A) Deployment reference guides. B) Implementation guides. C) Product document guides. D) End-user guides.

13. When analysing an Avaya Workforce Engagement recording integrations with Avaya Contact Recorder Advanced (ACRA) What are the three main components? (Choose three). A) Storage. B) Recorder. C) Archive. D) Customer Environment. E) RIS (Recorder Integration Service).

14. The customer decided to have the Avaya Delivery Dedicated integration with Multiple Device Registration In this scenario, which three statements about Multiple Registration are true? (Choose three). A) Each recording target requires a dedicated softphone. B) There is not dedicated softphone allocated for recording. C) It provides the same benefits of Avaya Delivery Dedicated Integration Service Observe. D) It allows a dual recording solution. E) Only two observers can be present on the same call.

15. Which three statements about the Avaya Workforce Engagement server definition are true? (Choose three). A) The server can be hosted on several diferent hardware types. B) SQL Server must be installed on this server. C) Two or more physical servers can have the same installed platform. D) The same hardware can be used for multiple severs. E) The server is located in the desktop zone.

16. What are the two primary functions of Avaya Contact Recorder Advanced (ACRA)?(Choose two). A) Record. B) Store/Archive. C) Replay. D) Quality Monitor.

17. 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) Configure the recorder server roles. B) Verify the server using the SR validation. C) Install WFO software and any required hotfixes. D) Set up the server, Including VM settings, NICs and disks.

18. In an Avaya Contact Recorder Advenced (ACRA) solution, what are the three VoIP delivery recording types? (Choose three). A) SIPREC. B) VoIP Gateway Recording. C) Station-Side (Interception). D) DMCC. E) DMS.

19. Which Avaya Workforce Engagement component can help customers evaluate an agent and increase customer satisfaction?. A) eLearning. B) Coaching. C) Wfm. D) Interactions.

20. 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. An internal call will not be recorded. D. When there is an incoming call that is put on hold, only the customer side will be recorded.

21. 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. ACRA. B. AWFO. C. Back Office – Item Tracking. D. Enable Named Employees Unit of Measure. E. Avaya.

22. Which statement about Central Archive is true?. A. The archive role resides on the recorder. B. It archives 100% of recordings (Compliance). C. It pulls and archives specified recordings from a local recorder only. D. It uses campaigns (rules) to determine which recordings to archive.

23. In the archive configuration, which service runs on a Recorder or standalone Central Archive service and performs the actual archive activity?. A. Recorder Archiver Service. B. Archive Database. C. Content Server. D. Archive Web Service.

24. 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.

25. When setting up voice recording, wich statement describes the purpose of member groups?. A) It enables the translation of recorded events from third-Paty systems. B) It creates groups of extensions for management purposes and defines the type of recording for your particular environtment. C) It maps employees to extensions and data sources. D) It specifies the actual extensions in use in your system, and associates them with the data source.

26. Which statement about archive database Service role Configuration is true?. A) You can change database targets in Recorder Manager. B) You can add multiple archive database targets. C) You can change database targets in Enterprise Manager. D) You can create database targets in Recorder Manager.

27. What is configurable in Enterprise Manager?. A) Integration Services. B) WFM shifts. C) Work patterns. D) QM functions.

28. The technician is configuring the Enterprise Manager. Which statement is true about task that can be completed under Enterprise Manager?. A) It sets up recorder roles, which define the functionality of servers. B) It assings call buffer disk settings an logical drives to the contact recording environtment. C) It captures and processes events from server interfaces. D) It connects Recorder with the third-party system.

29. A rule triggers recording when the supervisor is either Supervisor1 or Supervisor2 if the call is placed on hold more than three times and if the entire call is longer tan 20 minutes (1,200 seconds). This id an example of which Recording Rules criteria?. A) Attribute. B) Condition. C) Schedule. D) Rule.

30. In Avaya Workforce Engagement, which component monitors the managed servers for alarms and collects summary data?. A) LoggerServer sevice. B) MDL database. C) Dedicated network connection. D) Enterprise Manager.

31. When Enabling an employee to control the recording process, which two Agent Initiated Monitoring (AIM) commands are used ? (Choose two.). A) Cancel monitoring command. B) Pause monitoring command. C) Start Annotation command. D) Start monitoring command.

32. You are assigning Archive server roles in the Framework Enterprise Manager Which server role provides all Access to the Archive Database?. A) Content Server. B) Interaction Applications. C) Central Archive. D) Archive database.

33. The technician is configuring the screen recording in an Avaya Contact recorder Advanced(ACRA) environtment What is the first step for setting up the screen recording process?. A) Create a Member Group. B) Create a LAN Data Source. C) Create Workgroups and worstations. D) Add Employee IDs.

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

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

36. 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 monitors the call buffer to ensure that there is enough free space to. C) It removes all the data associated with a recording file when necessary. D) It deletes the oldest recordings from the drive to make free space for the new recordings.

37. 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) Desktop resource. B) Screen capture. C) Capture service. D) EIM.

38. Which two statements about Enterprise Manager (EM) features are true? (Choose two). A) It allows application-level functionality configuration. B) User access is through the system Management desktop applications. C) It is browser-based interface. D) It eliminates duplicate configuration if shares data.

39. 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) RTP Proxy. B) Screen Recorder. C) Replay role. D) IP Recorder. E) Recorder Integration Service.

40. Which two are examples of server role? (Choose two). A) Avaya Contact Recorder. B) Enterprise Manager. C) Recorder Integration Service. D) Framework Integration Service.

41. The installer is doing the license activation. Which three statements about the license process for Avaya Workforce Engagements are true? (Choose three). A) It provides Access to veinte.com/wfo to activate the license. B) The license site requires the license registration key and Avaya Purchase Order (APO) number. C) In case of multiple servers, it is just one XML license file. D) It provides Access to oaccess.verint.com/LiscenseActivate.aspx to activate the license. E) It requires both the License Reference number (LRN) and license registration key.

42. 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) DMSA. B) MSA. C) Maintenance account. D) Local account.

43. Happens when the framework installation fails?. A) Errors Will appear in black text in the SR tool. B) The installer Will stop and quit from the tool. Once the issue is resolved, the installer Will restart from the beginning of the installation. C) The installer Will stop but does nor 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.

44. Which utility is designed to Verify that the framework server has passed the prerequisite check and is ready to install?. A) SR Validator. B) WFO setup.exe. C) Audit Test. D) Avaya WTF Preinstall Utility.

45. In any Avaya Workforce Engagement installation, some procedures are the Customer´s responsibility. Which three procedures are the customer´s responsibility (Choose three). A) Prepare SSRS for reports ingestion. B) SSL certificates preparation. C) Antivirus installation. D) SR tool software installation. E) Firewall configuration.

46. Which two statements about the Avaya Workforce Engagement database management Service account are true? (Choose two). A) It is allowed to change the username after initial installation. B) The password can be changed after the installation. C) The account must be defined within a workgroup. D) The account cannot be the same as the Management Service account.

47. Which three statements about the Server Readiness Validator tool are true? (Choose three). a) It validates operating system setting. b) It validates partition sizes. c) It creates a report to show any trouble spots. d) It can run under the local systems account. e) It validates CA server security certificates.

48. In the Avaya Workforce Engagement, which two staments about framework license activation are true? (Choose two). a) License activation requires Enterprise Manager access to the internet. b) The License Registration Key is genered before the Enterprise Suite is installed. c) The License Reference number is generated when the customer order is placed. d) The License Registration Key is generated during installation.

49. Which stament describes a part of the Avaya Workforce Engagement server validation process?. a) The server group and server type are automatically detected by the SR Validator. b) The SR validator compares the current installation and configuration to the requeriment file for that server. c) The SR validator attempts to fix any issues it finds. d) All server validation information is maintained on a separate logging server.

50. Which account is used by the Avaya Workforce Engagement system to run the reporting service?. b) SA. c) MSA. d) Local System. e) DMSA.

51. You are going to the customer site to start your Avaya Workforce Engagement installation. You have the documentation, but when you review your checkist, something is missing. Which important thing is missing in your installation checklist?. A) MSA and DMSA account. B) IMSA account. C) Administrator account. D) Wsuper user account.

52. A technician is preparing for the slipstream installation in Avaya Workforce Engagement.Which two staments about slipstream installation are true? (choose two). a) Install the Avaya Workforce Engagement base software, followeb by the WFO update Package and the HFR package. b) Install the Avaya Workforce Engagement base software, followeb by the HFR Package. c) Install the WFO Update package, as well as necessary stand-alone KBs at the same time. d) Install the HFR package first, then the lastest WFO update package, as well as necessary stand-alone KBs in the sequence.

53. Which log covers the Central Application Database server installation in Avaya Workforce Engagement?. a) \logs\centralDWH\Summary. b) \logs\centralContact\Summary. c) \logs\CommonDB\Summary. d) \logs\centralApp\Summary.

54. Which three statements describe the prerequisites for installing Avaya Workforce Engagement server in deployment level 3,4 or 5? (choose three). a) The Framework components need to be installed using a domain account with local administrator privileges in the Framework server. b) Date center servers can be split in multi-domain forests. c) The Framework components can be installed in a workgroup environment. d) The Framework components can be installed using a Management Service Account (MSA). e) Date center zone servers, service user and group account, must all be members of the domain´s Active Directory.

55. 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 Scorecards Reports. c) It is required for Customer Feedback reports. d) It is required for System logging reports. e) It is required for Forecasting and Scheduling Reports.

56. Where can an Avaya Workforce Engagement administrator see all user changes in its administrative pages?. a) The user log. b) The alarm status. c) The Audit viewer. d) The installer log.

57. Which monitoring tool is used to show a visual update on how the Recorder and its components are working in recorder manager?. a) Configuration Checker. b) Capture Status. c) Status Summary Thesholds. d) Recorder Status Summary.

58. A technician is migrating a customer´s system from AWFO V15.1 to Avaya Workforce Engagement R20.x. the customer has windows 2016 servers. You recommended that the customer use the side-by-side approach. Which two factors led to this recommendation? (choose two). a) The data on the source DC servers are reformatted with Windows Server 2016, and installed with R20.x-. b) It is suitable for small systems only. c) It will support rollback by reverting to the 15.1 Date Center. d) It will minimize upgrade downtime risks.

59. Which three Avaya Workforce Engagement maintenance tasks should be completed in a daily or weekly basis? (choose three). a) Consider loading trends. b) Check data fragmentation. c) Check active alarms. d) Confirm Services are running. e) Perform Database backups.

60. During the upgrade to Avaya Workforce Engagement R20.x the thechnician is exporting the configuration of Data Center Zone to an xml file. What information is included in this XML file?. a) Site servers. b) Servers role. c) Security settings. d) Enterprise Settings.

61. 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.

62. A technician is preparing for an upgrade from Workforce Optimization (WFO) V11 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) Two step upgrade process, to V15.1 first, then to R20.x. d) Side-by side upgrade to R20.x in Windows 2016.

63. During the migration process, which migration tool will set the start/stop mode for the services on the target and source systems as required?. a) Data Migration Discovery Tool. b) Migration Mode tool. c) WFO data Migration Tool form V15.1. d) Migration DB Scripts. Ç.

64. In which migration process to Avaya Workforce Engagement can the test mode migration be used?. a) Site migration. b) Server reuse. c) Side-by-side. d) In-place.

65. When running backups in Avaya Workforce Engagement, what must be used to execute this task?. a) Maintenance Account. b) Management Service Account. c) Installation Account. d) Database Management Service Account.

66. When administering users for Avaya Workforce Engagement, what is the first step in the user management workflow?. a) Create roles. b) Create organizations and groups. c) Create user profiles. d) Assign users to role and scope.

67. After a successful installation, what is the only page accessible from the Avaya Workforce Engagement administrative pages?. a) Licensing Management. b) General Settings. c) Alarm Status. d) Server Roles.

68. 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 roles. c) Manage entities with asigment manager. d) Create users.