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One of the main objectives of the Avaya 33160X certification exam is to help professionals demonstrate their expertise in Avaya workforce engagement support solutions. Avaya Workforce Engagement Support Certified Exam certification exam is designed for individuals who want to build a career in the field of customer engagement and customer experience management. With this certification, professionals can showcase their knowledge and experience in delivering innovative solutions for contact centers, customer experience management, workforce management, and quality management.

Avaya 33160X exam is a certification test designed to validate the skills and knowledge of professionals in the field of workforce engagement support. As businesses continue to evolve and adapt to the changing landscape, workforce engagement has become a critical aspect of organizational success. The Avaya 33160X certification exam is geared towards professionals who work with Avaya products and technologies to support workforce engagement. 33160X exam is designed to test the candidate's proficiency in a wide range of topics such as configuration, implementation, troubleshooting, and optimization of Avaya workforce engagement solutions.

 

NEW QUESTION # 26
Where can an Avaya Workforce Engagement administrator see all user changes in its administrative pages?

• A. The user log
• B. The Audit viewer
• C. The installer log
• D. The alarm status

Answer: B

Explanation:
Explanation
The Audit Viewer is where an Avaya Workforce Engagement administrator can see all user changes in its administrative pages. The Audit Viewer is a tool that records and displays all the actions performed by users in the system, such as logging in, changing settings, creating schedules, and so on2. The Audit Viewer can help administrators monitor user activity, troubleshoot issues, and ensure compliance2.

NEW QUESTION # 27
Which three statements about the Avaya Workforce Engagement server definition are true? (Choose three)

• A. SQL Server must be installed on this server
• B. Two or more physical servers can have the same installed platform
• C. The same hardware can be used for multiple severs
• D. The server can be hosted on several diferent hardware types
• E. The server is located in the desktop zone

Answer: A,B,D

Explanation:
Explanation
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

NEW QUESTION # 28
To have voice recording with Avaya Contact Recorder Advanced (ACRA), which data source type does Avaya Workforce Engagement require?

• A. Dialer
• B. CMS
• C. Quality
• D. Phone

Answer: D

Explanation:
Explanation
To have voice recording with Avaya Contact Recorder Advanced (ACRA), Avaya Workforce Engagement requires a Phone data source type. A Phone data source type is used to import phone-related data from ACRA, such as agent IDs, extensions, call IDs, call durations, and call directions. This data is used to associate voice recordings with agents and calls in the Avaya Workforce Engagement system. References:
Avaya Workforce Engagement Integration Services User Guide, page 294
Avaya Workforce Engagement Integration Services User Guide, page 464

NEW QUESTION # 29
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. Avaya
• B. Enable Named Employees Unit of Measure
• C. ACRA
• D. Back Office - Item Tracking
• E. AWFO

Answer: B

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 # 30
When running backups in Avaya Workforce Engagement, what must be used to execute this task?

• A. Management Service Account
• B. Database Management Service Account
• C. Installation Account
• D. Maintenance Account

Answer: D

Explanation:
Explanation
The Maintenance Account is used to run backups in Avaya Workforce Engagement. The Maintenance Account is a special account that is created during installation and is used for maintenance tasks, such as backup and restore, database management, and license activation1.

NEW QUESTION # 31
In Archive, what is the function of a campaign?

• A. It defines filter rules to determine which recordings to archive.
• B. It defines how to perform a specific archive task against a specific media.
• C. It defines when and how fast archive activity may occur on a recorder.
• D. It defines the physical repository for archived content.

Answer: A

Explanation:
Explanation
According to the Avaya Workforce Engagement Support Administration Guide, a campaign is a set of filter rules that define which recordings to archive. A campaign can include filters based on date range, recording type, agent ID, DNIS, ANI, and other criteria. A campaign can also specify whether to archive audio only, screen only, or both. A campaign can be associated with one or more archive profiles, which define the destination and format of the archived content. References: Avaya Workforce Engagement Support Administration Guide, page 105.

NEW QUESTION # 32
Which three statements about the Framework platform are true? (Choose three)

• A. The platform is HW independent.
• B. It can be installed with another platform on the same hardware.
• C. It is a predefined set of Server Roles that are deployed together on the same machine.
• D. Requires a locally installed instance of Microsoft SQL.
• E. The platform is Windows OS independent

Answer: A,B,C

Explanation:
Explanation
B: It is a predefined set of Server Roles that are deployed together on the same machine. This is true because the Framework platform is a logical grouping of Server Roles that are installed on a single server. A Server Role is a functional component of Avaya Workforce Engagement that provides specific capabilities, such as Recorder, Central Archive, or Quality Monitoring. The Framework platform includes the following Server Roles: Framework Enterprise Manager, Framework Services, Framework Database, and Framework Web Services3 C: The platform is HW independent. This is true because the Framework platform can be installed on various hardware types, such as Dell PowerEdge, HP ProLiant, or VMware virtual machines. The hardware requirements depend on the number of channels to be recorded and the number of concurrent users4 E: It can be installed with another platform on the same hardware. This is true because the Framework platform can coexist with another platform on the same server, such as Recorder or Central Archive.
This enables flexibility and scalability for the system. However, some platforms cannot be installed together on the same server, such as Quality Monitoring and Screen Capture5 References: 3: Avaya Workforce Engagement Support - Installation Guide, page 142 4: Avaya Workforce Engagement Support - Installation Guide, page 15-162 5: Avaya Workforce Engagement Support - Installation Guide, page 172

NEW QUESTION # 33
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. It is suitable for small systems only.
• B. The data on the source DC servers are reformatted with Windows Server 2016, and installed L-' with R20.X-
• C. It will minimize upgrade downtime risks
• D. It will support rollback by reverting to the 15.1 Date Center

Answer: C,D

Explanation:
Explanation
According to the Avaya Workforce Optimization Select Migration Guide, the side-by-side approach is a migration method that involves installing a new Avaya Workforce Engagement system on a separate set of servers, and then transferring the data and configurationfrom the existing AWFO system to the new system.
Some of the factors that led to this recommendation are:
B: It will support rollback by reverting to the 15.1 Data Center. The side-by-side approach allows the customer to keep their existing AWFO system intact and operational until they are ready to switch to the new Avaya Workforce Engagement system. This means that if there are any issues or problems with the new system, the customer can easily revert to the 15.1 Data Center by changing the DNS settings and restoring the database backups.
C: It will minimize upgrade downtime risks. The side-by-side approach reduces the downtime risks associated with upgrading the system, as the customer can perform most of the migration steps in parallel with their normal operations. The customer can also schedule the final cutover to the new system at a convenient time, and avoid any disruption to their service levels or customer experience.
The statements A and D are incorrect because:
A: It is suitable for small systems only. This is not true, as the side-by-side approach can be used for any size of system, depending on the customer's preference and resources. The side-by-side approach may require more hardware and software licenses than the in-place approach, but it also offers more flexibility and reliability for the migration process.
D: The data on the source DC servers are reformatted with Windows Server 2016, and installed with R20.X. This is not true, as this describes the in-place approach, not the side-by-side approach. The in-place approach is a migration method that involves upgrading the existing AWFO system on the same set of servers, and then applying the R20.X installation on top of it. The in-place approach requires reformatting the source DC servers with Windows Server 2016, which can result in data loss or corruption if not done properly. References: Avaya Workforce Optimization Select Migration Guide

NEW QUESTION # 34
Which two statements about Enterprise Manager (EM) features are true? (Choose two)

• A. It is browser-based interface
• B. User access is through the system Management desktop applications
• C. It eliminates duplicate configuration if shares data
• D. It allows application-level functionality configuration

Answer: A,D

Explanation:
Explanation
Enterprise Manager (EM) is a browser-based interface that provides centralized administration and management of the Avaya Workforce Engagement suite. It allows application-level functionality configuration, such as recording rules, quality monitoring forms, and coaching assignments. It also eliminates duplicate configuration and shares data across applications, such as users, groups, and schedules. User access is not through the system Management desktop applications, but through the web browser. EM also provides system-level configuration and monitoring, such as license management, backup and restore, and system health. References:
Avaya Workforce Optimization
Avaya Workforce Engagement Installation Guide

NEW QUESTION # 35
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. Enterprise Settings
• B. Servers role
• C. Security settings
• D. Site servers

Answer: B

Explanation:
Explanation
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.

NEW QUESTION # 36
Which account is used by the Avaya Workforce Engagement system to run the reporting service?

• A. SA
• B. MSA
• C. DMSA
• D. Local System

Answer: B

Explanation:
Explanation
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 <domain name>\<server name>$. References:
Avaya Workforce Engagement Installation Guide, page 421
Avaya Workforce Engagement Reporting Service Installation Guide, page 8

NEW QUESTION # 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. Capture service
• B. EIM
• C. Screen capture
• D. Desktop resource

Answer: A

Explanation:
Explanation
The Capture service is a component that is installed on an employee desktop along with the Screen Capture module. The Capture service communicates with the recorder to track employee logging/logoff, as well as to start and stop the Screen Capture module according to the recording rules. The Capture service also sends the screen capture files to the recorder for archiving1 References: 1: Avaya Workforce Engagement Support - Installation Guide, page 312

NEW QUESTION # 38
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. MSA
• B. Maintenance account
• C. DMSA
• D. Local account

Answer: A

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 # 39
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 a valid profile
• C. You have not created the user name and password .
• D. You have not created the profile as a supervisor

Answer: D

Explanation:
Explanation
According to the Avaya Workforce Optimization Select Administration Guide, one of the possible causes for the "Edit Access Rights" button being greyed out when creating a new user on the Framework server is that the user profile has not been created as a supervisor. Only supervisors can have access rights assigned to them, which determine what functions and features they can access in the Avaya Workforce Engagement system. To create a user profile as a supervisor, the administrator must select "Supervisor" from the Role drop-down list in the User Details tab of the User Profile screen. References: Avaya Workforce Optimization Select Administration Guide

NEW QUESTION # 40
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. IP Recorder
• C. Screen Recorder
• D. Replay role
• E. Recorder Integration Service

Answer: B,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 # 41
When using the capture status tool for troubleshooting, what kind of information is collected?

• A. Details for audio and screen capture, channels, extensions, and workstations
• B. Summary of thresholds for CPU usage, memory, recordings, and lag time
• C. Information on adapters, data sources, recording rules, recorders, and real time monitors.
• D. Summary of all recorded lines

Answer: C

Explanation:
Explanation
According to the Avaya Contact Recorder Administration Guide, the capture status tool is a web-based application that provides information on adapters, data sources, recording rules, recorders, and real time monitors. The capture status tool can be used for troubleshooting and monitoring the recording system. The tool can display the status of each component, such as online, offline, or error. The tool can also show the details of each component, such as name, type, IP address, port, version, and configuration. The tool can also provide logs and statistics for each component, such as number of calls recorded, number of errors encountered, and number of active channels. References: [Avaya Contact Recorder Administration Guide]

NEW QUESTION # 42
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 # 43
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. ScreenRecorder.exe
• B. ScreenCapture.exe
• C. WCapW32.exe
• D. Wcapwlistener.exe

Answer: A,C

Explanation:
Explanation
According to the Avaya Workforce Engagement Support Installation Guide, Screen Captureis a feature that allows administrators to capture and record the screen activity of employees' workstations. Screen Capture requires two processes to be running on the employee workstation to ensure that communication with the recorder is enabled for capturing the screen: ScreenRecorder.exe and WCapW32.exe. ScreenRecorder.exe is the process that captures the screen activity and sends it to the recorder. WCapW32.exe is the process that listens for commands from the recorder and controls the ScreenRecorder.exe process. The other processes, such as Wcapwlistener.exe and ScreenCapture.exe, are not related to Screen Capture. References: Avaya Workforce Engagement Support Installation Guide, page 57.

NEW QUESTION # 44
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. In-place upgrade to R20.x in Windows 2012 R2 (grey kit)
• B. Two step upgrade process, to V15.1 first, then to R20.x
• C. Side-by side or hardware reuse migration to R20.x
• D. Side-by side upgrade to R20.x in Windows 2016

Answer: B

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 # 45
Which Avaya Workforce Engagement component can help customers evaluate an agent and increase customer satisfaction?

• A. Coaching
• B. Interactions
• C. eLearning
• D. Wfm

Answer: B

Explanation:
Explanation
Interactions is an Avaya Workforce Engagement component that can help customers evaluate an agent and increase customer satisfaction. Interactions allows customers to monitor, search, replay, and evaluate voice and screen recordings of agent interactions with customers. Customers can use Interactions to assess the quality of service, identify best practices, provide feedback, and coach agents to improve their performance and customer satisfaction. References Avaya Workforce Engagement Administration Guide, page 233 Avaya Workforce Engagement Interactions User Guide, page 94

NEW QUESTION # 46
In the archive configuration, which service runs on a Recorder or standalone Central Archive service and performs the actual archive activity?

• A. Archive Web Service
• B. Content Server
• C. Archive Database
• D. Recorder Archiver Service

Answer: D

Explanation:
Explanation
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

NEW QUESTION # 47
In any Avaya Workforce Engagement installation, some procedures are the Customer's responsibility.
Which three procedures are the customer's responsibility (Choose three)

• A. SR tool software installation
• B. Prepare SSRS for reports ingestion.
• C. Antivirus installation
• D. SSL certificates preparation
• E. Firewall configuration

Answer: C,D,E

Explanation:
Explanation
According to the Avaya Workforce Engagement Installation Guide, some procedures are the customer's responsibility before installing or upgrading the software. These procedures include:
Firewall configuration: The customer must ensure that the firewall rules allow communication between the servers and clients in the domain, as well as external services such as email, NTP, and DNS. The customer must also open specific ports for different components of the Avaya Workforce Engagement solution, such as recording, playback, database, and web services. The installation guide provides a list of ports that need to be opened for each component.
SSL certificates preparation: The customer must prepare and install SSL certificates for securing the communication between the servers and clients in the domain. The customer can use self-signed certificates or certificates issued by a trusted certificate authority (CA). The installation guide provides instructions on how to generate and install SSL certificates for different components of the Avaya Workforce Engagement solution, such as recording server, application server, web server, and database server.
Antivirus installation: The customer must install and configure an antivirus software on each server in the domain to protect the system from malware and viruses. The customer must also exclude certain folders and processes from antivirus scanning to avoid performance issues or conflicts with the Avaya Workforce Engagement software. The installation guide provides a list of folders and processes that need to be excluded from antivirus scanning for each component of the Avaya Workforce Engagement solution.
The other two procedures, SR tool software installation and SSRS preparation for reports ingestion, are not the customer's responsibility, but rather part of the installation or upgrade process performed by the technician or administrator. References: : Avaya Workforce Engagement Installation Guide, pages 17-28, sections
"Prerequisites" and "Preparing for installation or upgrade"

NEW QUESTION # 48
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