[2024年08月13日] 無料Avaya ACSS 33160X試験問題を使おう
33160X問題集でAvaya ACSS必ず合格できる練習問題集
Avaya 33160X（Avaya Workforce Engagement Support Certified）認定試験は、Avaya Workforce Engagementソリューションの技術サポートを提供する個人の熟練度をテストするために設計されています。この認定はAvaya Support Professional資格に相当し、候補者のAvaya Workforce Engagementプラットフォームに関する深い知識、実装、構成、トラブルシューティング技術を検証します。
質問 # 16
Which three statements about the Framework platform are true? (Choose three)
- A. Requires a locally installed instance of Microsoft SQL.
- B. It is a predefined set of Server Roles that are deployed together on the same machine.
- C. It can be installed with another platform on the same hardware.
- D. The platform is HW independent.
- E. The platform is Windows OS independent
正解：B、C、D
解説：
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
質問 # 17
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. ACRA
- C. Back Office - Item Tracking
- D. AWFO
- E. Enable Named Employees Unit of Measure
正解：E
解説：
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.
質問 # 18
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 security settings on Internet Explorer 11 allows Access to multiple servers.
- B. That the beasvcX64.exe process didn 't reach the memory required
- C. That the wlsvcX64.exe process didn 't reach the memory required.
- D. That there is no connection via WIFI.
正解：A
解説：
Explanation
According to the Avaya Workforce Engagement Installation Guide, one of the prerequisites for accessing the web portal is to configure the security settings on Internet Explorer 11 to allow access to multiple servers. This is because the web portal uses a single sign-on mechanism that requires communication between different servers in the domain. If the security settings are not configured properly, the user may encounter login issues or errors when accessing the web portal. References: : Avaya Workforce Engagement Installation Guide, page
29, section "Configuring Internet Explorer 11 security settings"
質問 # 19
Which two statements about Enterprise Manager (EM) features are true? (Choose two)
- A. It is browser-based interface
- B. It allows application-level functionality configuration
- C. User access is through the system Management desktop applications
- D. It eliminates duplicate configuration if shares data
正解：A、B
解説：
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
質問 # 20
When analysing an Avaya Workforce Engagement recording integrations with Avaya Contact Recorder Advanced (ACRA) What are the three main components? (Choose three)
- A. Archive
- B. Storage
- C. RIS (Recorder Integration Service).
- D. Recorder
- E. Customer Environment.
正解：C、D、E
解説：
Explanation
According to the Avaya Contact Recorder Configuration and Administration Guide, the three main components for analysing an Avaya Workforce Engagement recording integration with Avaya Contact Recorder Advanced (ACRA) are:
A: Customer Environment. This component refers to the customer's network infrastructure, communication platform, contact center applications, and endpoints that are involved in the recording process. The customer environment determines the type and source of the audio and data that are captured by ACRA, as well as the recording method and configuration that are used. For example, the customer environment may include Avaya Aura Communication Manager, Avaya Aura Application Enablement Services, Avaya Experience Portal, Avaya Proactive Outreach Manager, Avaya IP Office Contact Center, etc.
D: Recorder. This component refers to the ACRA server or servers that are responsible for recording, storing, and playing back voice and screen interactions. The recorder component consists of various services and components that perform different functions, such as capturing audio and data from different sources, applying recording rules and schedules, encrypting and compressing recordings, archiving recordings to external storage devices or locations, providing search and replay capabilities, etc.
E: RIS (Recorder Integration Service). This component refers to the service that enables ACRA to integrate with Avaya Workforce Engagement applications, such as Quality Management, Coaching, eLearning, etc. The RIS component allows ACRA to send recording metadata and files to Avaya Workforce Engagement applications for further analysis and evaluation. The RIS component also allows ACRA to receive requests from Avaya Workforce Engagement applications to start or stop recording on demand.
質問 # 21
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 incoming call that is put on hold, only the customer side will be recorded.
- C. 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.
- D. An internal call will not be recorded.
正解：A
解説：
Explanation
In a scenario with Avaya Contact Recorder Advanced (ACRA) using station-side recording (TDM), this statement is true because of how ACRA handles call segments and conferences. A call segment is a part of a call that has a single source and destination. A conference is a call that has more than two parties involved.
ACRA records each call segment separately and assigns them a unique ID. ACRA also records conferences as separate call segments with their own IDs. ACRA does not record internal calls between extensions unless they are explicitly configured to do so. Therefore, when there is an outgoing call that is put on hold for a consult with a supervisor, and then conferences with a supervisor, ACRA will record three call segments: one for the outgoing call with the customer, one for the internal consult with the supervisor, and one for the conference with both parties. However, ACRA will not archive the internal consult segment because it is aninternal call that is not configured to be recorded. ACRA will only archive the outgoing call segment and the conference segment, which can be searched and replayed using the Avaya Contact Recorder interface or other applications5 References: 5: Avaya Workforce Engagement Support - Contact Recording Technical Reference Guide, page 16-186
質問 # 22
Which statement about archive database Service role Configuration is true?
- A. You can change database targets in Enterprise Manager
- B. You can add multiple archive database targets
- C. You can change database targets in Recorder Manager
- D. You can create database targets in Recorder Manager
正解：B
解説：
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
質問 # 23
A technician is preparing for the slipstream installation in Avaya Workforce Engagement.Which twostatementsabout slipstream installation are true? (choose two)
- A. Install the Avaya Workforce Engagement base software,followedby the HFR Package.
- B. Install the Avaya Workforce Engagement base software,followedby the WFO update Package and the HFR package.
- C. Install the HFR package first, then thelatestWFO update package, as well as necessary stand-alone KBs in the sequence.
- D. Install the WFO Update package, as well as necessary stand-alone KBs at the same time.
正解：A、B
解説：
Explanation
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
質問 # 24
In which migration process to Avaya Workforce Engagement can the test mode migration be used?
- A. Side-by-side
- B. Site migration
- C. Server reuse
- D. In-place
正解：A
解説：
Explanation
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
質問 # 25
What is configurable in Enterprise Manager?
- A. Integration Services
- B. Work patterns
- C. QM functions
- D. WFM shifts
正解：C
解説：
Explanation
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
質問 # 26
Which two statements about the Avaya Workforce Engagement database management Service account are true? (Choose two)
- A. The account cannot be the same as the Management Service account
- B. It is allowed to change the username after initial installation.
- C. The password can be changed after the installation
- D. The account must be defined within a workgroup
正解：A、C
解説：
Explanation
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
質問 # 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. There is just one CTI adapter per data source
- B. CTI adapter is not necessary for Integration Service
- C. CTI adapter is required to receive call signalling and meta data from the
- D. There is just one CTI adapter per system
正解：C
解説：
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.
質問 # 28
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 Registration Key isgeneratedbefore the Enterprise Suite is installed
- C. The License Registration Key is generated during installation
- D. The License Reference number is generated when the customer order is placed
正解：A、B
解説：
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
質問 # 29
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
正解：B
解説：
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
質問 # 30
When administering users for Avaya Workforce Engagement, what is the first step in the user management workflow?
- A. Create roles
- B. Create user profiles
- C. Create organizations and groups
- D. Assign users to role and scope
正解：C
解説：
Explanation
The first step in the user management workflow for Avaya Workforce Engagement is to create organizations and groups. Organizations and groups are logical entities that represent the structure of the business or contact center. Organizations and groups can be used to define the scope of access and permissions for users, roles, and recording rules. Organizations and groups can be created manually or imported from a CSV file or an LDAP server5 References: 5: Avaya Workforce Engagement Support - User Management Guide, page 9-106
質問 # 31
Which three statements about the Server Readiness Validator tool are true? (Choose three)
- A. It can run under the local systems account
- B. It validates partition sizes
- C. It validates operating system setting
- D. It validates CA server security certificates
- E. It creates a report to show any trouble spots
正解：B、C、E
解説：
Explanation
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
質問 # 32
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 removes all the data associated with a recording file when necessary.
- C. It deletes the oldest recordings from the drive to make free space for the new recordings
- D. It monitors the call buffer to ensure that there is enough free space to.
正解：B、C
解説：
Explanation
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.
質問 # 33
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. Set up the server, Including VM settings, NICs and disks
- C. Install WFO software and any required hotfixes
- D. Verify the server using the SR validation
正解：B
解説：
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
質問 # 34
After a successful installation, what is the only page accessible from the Avaya Workforce Engagement administrative pages?
- A. Licensing Management
- B. Alarm Status
- C. General Settings
- D. Server Roles
正解：A
解説：
Explanation
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]
質問 # 35
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 showed CTI metadata association.
- D. It received CTI events.
正解：C
解説：
Explanation
The IP Capture log is a log file that records the RTP packets and the associated CTI metadata for each call that is recorded by the Avaya Workforce Engagement (AWE) solution. The IP Capture log helps to troubleshoot issues related to integration recording, such as missing or incomplete recordings, audio quality issues, or incorrect metadata. The IP Capture log shows the following information for each call:
The call ID, which is a unique identifier for the call
The start time and end time of the call
The source and destination IP addresses and ports of the RTP packets
The codec and payload type of the RTP packets
The CTI metadata, such as agent ID, skill ID, ANI, DNIS, etc., that are associated with the call The status of the recording, such as started, stopped, paused, resumed, etc.
The IP Capture log does not record management information, such as configuration settings, license information, or system events. It also does not show CTI statistics, such as the number of events received or processed, or the performance metrics of the CTI server. It only shows the CTI events that are relevant to the recording of each call.
References: 1: Avaya Workforce Engagement Support - Troubleshooting Guide - Chapter 4: Troubleshooting Integration Recording Issues - Section 4.2: Using IP Capture Log for Troubleshooting Integration Recording Issues 22:
https://documentation.avaya.com/en-US/bundle/troubleshootingAvayaWorkforceEngagement_r381/page/Troubl
質問 # 36
Happens when the framework installation fails?
- A. The installer Will stop but does not quit from the tool. Failed components are tracked to the installer's log file.
- B. All installation errors Will appear on the alarms page of Element Manager
- C. The installer Will stop and quit from the tool. Once the issue is resolved, the installer Will restart from the beginning of the installation.
- D. Errors Will appear in black text in the SR tool.
正解：A
解説：
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.
質問 # 37
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 Internet explorer 11.
- B. You are using the wrong URL.
- C. You have the pop-up blocker turned on.
- D. You so not have network connectivity to the Application Server.
正解：A
解説：
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
質問 # 38
Which three Avaya Workforce Engagement maintenance tasks should be completed in a daily or weekly basis? (choose three).
- A. Perform Database backups
- B. Check data fragmentation
- C. Confirm Services are running
- D. Consider loading trends.
- E. Check active alarms
正解：A、C、E
解説：
Explanation
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
質問 # 39
You are assigning Archive server roles in the Framework Enterprise Manager Which server role provides all Access to the Archive Database?
- A. Archive database
- B. Interaction Applications
- C. Content Server
- D. Central Archive
正解：A
解説：
Explanation
The Archive Database server role provides all access to the Archive Database. The Archive Database is a SQL Server database that stores the metadata of the recordings, such as call details, agent information, quality scores, and encryption keys. The Archive Database server role must be assigned to a server that has SQL Server installed and configured. The Archive Database server role can be assigned to a standalone server or to a server that also has other roles, such as Central Archive or Quality Monitoring3 References: 3: Avaya Workforce Engagement Support - Archive Configuration Guide, page 8-94
質問 # 40
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