Avaya 33160X - Avaya Workforce Engagement Support Certified Exam

 A slipstream installation is a process of installing the Avaya Workforce Engagement base software and the latest update package in one step. This reduces the installation time and simplifies the process. The HFR package is a hotfix rollup package that contains fixes for known issues and enhancements. The HFR package must be installed after the WFO update package to ensure that the system is up to date and stable. References:

Avaya Workforce Engagement Installation Guide, page 141

Avaya Workforce Engagement Release Notes, page 42

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

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

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 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

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

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.

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

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

The Avaya WTF Preinstall Utility is a tool that checks the prerequisites for installing the Avaya Workforce Engagement Framework Server. It verifies that the server meets the minimum hardware and software requirements, and that the necessary ports and services are available. It also generates a report that shows the results of the validation and any issues that need to be resolved before installation.