33160T sample questions

Question 1

An administrator is reviewing the Employee Archive Report to determine why the system is retaining more recordings than expected. The report shows a high number of 'Ghost' employees. What does a 'Ghost' employee represent in the context of Avaya Workforce Engagement?

Accepted Answer

Employees who have been deleted from the user directory but still have associated recordings in the database

Answer

Temporary user profiles created during CTI disconnects

Answer

System accounts used for automated maintenance tasks that appear in user reports

Answer

Agents who are logged in but have not taken a call in over 24 hours

Question 2

A technical support engineer is troubleshooting a scenario where the Avaya Workforce Engagement Portal is inaccessible. The IIS services are running, but the browser returns an HTTP 500 error. Upon checking the logs, a database connection failure is indicated.

Based on the architecture diagram below, which component failure is the most likely root cause?

Accepted Answer

The connection between the Web Application Server and the Framework Database

Answer

The CTI Adapter service on the Integration Server

Answer

The link between the Contact Recorder and the PBX

Answer

The Archive Service on the Secondary Storage server

Question 3

Which TWO of the following steps are mandatory when preparing the Microsoft SQL Server database environment for a new Avaya Workforce Engagement installation? (Select TWO)

Accepted Answer

Configure the database collation to be Case-Insensitive (CI) and Accent-Sensitive (AS)

Accepted Answer

Ensure the SQL Server Browser service is running if using named instances

Answer

Set the SQL Server authentication mode to Windows Authentication only

Answer

Disable TCP/IP protocols and force Named Pipes

Question 4

In an Avaya Contact Recorder Advanced environment, what is the primary function of the 'Keepers' configuration within the Archive Management settings?

Accepted Answer

To define specific rules that prevent certain recordings from being deleted during standard purging cycles

Answer

To designate a backup storage location for database transaction logs

Answer

To assign administrator privileges to specific user groups

Answer

To synchronize user accounts between the PBX and the Recorder

Question 5

True or False: When configuring Avaya Workforce Engagement with Avaya Aura Communication Manager, the 'DMCC' (Device Media Call Control) integration method requires a physical IP phone to be present for every recording channel.

Accepted Answer

False

Answer

True

Question 6

An administrator needs to perform a patch update on the Avaya Workforce Engagement production environment. To ensure a safe rollback capability, which backup strategy should be executed immediately before applying the patch?

Accepted Answer

Full backup of the Framework Database and a snapshot of the Virtual Machines

Answer

Export of the user list to CSV format

Answer

Copy of the latest call recordings to an external drive

Answer

Generation of a new License Registration Key

Question 7

A customer reports that while live monitoring works, historical playback of screen recordings is failing for a specific group of agents. The audio plays back correctly. Troubleshooting reveals that the Screen Capture Client is installed on agent desktops.

Which network configuration issue is the most likely cause?

Accepted Answer

Firewall blocking TCP port 3000-3005 between the Agent Desktop and the Screen Capture Server

Answer

The CTI link to the PBX is down

Answer

The SQL Database transaction log is full

Answer

The agents are using an unsupported screen resolution

Question 8

Case Study: GlobalFinance Bank

GlobalFinance Bank is deploying Avaya Workforce Engagement across three regional contact centers (New York, London, Tokyo).

**Current Situation:**
- 10,000 total agents (4,000 NY, 3,000 London, 3,000 Tokyo).
- Requirement for 100% voice recording and 20% screen recording.
- Strict data sovereignty rules: Voice data recorded in a region must stay in that region's storage.
- Centralized administration is required from the New York headquarters.

**Challenge:**
The architect proposes a centralized Enterprise Manager in New York with distributed Recorders in each region. However, the compliance team flags a risk regarding the 'Employee Archive Report' visibility.

**Question:**
Which architectural configuration best addresses the data sovereignty requirement while maintaining centralized management?

Accepted Answer

Implement a Multi-Tenant configuration where each region is a separate Tenant sharing the same software instance but logically separated data

Answer

Use a single centralized database and storage area network (SAN) located in New York for all regions

Answer

Deploy independent Workforce Engagement systems in each region with no central connection

Answer

Configure IPsec tunnels between all regions to replicate data to New York nightly

Question 9

When configuring the 'Employee Profile' in Avaya Workforce Engagement, which identifier MUST match the value provided by the CTI integration to successfully map calls to the correct agent?

Accepted Answer

The Agent Login ID or PBX Extension

Answer

The Employee's Email Address

Answer

The Employee's Badge Number

Answer

The Windows Active Directory User Principal Name (UPN)

Question 10

A system administrator observes that the 'Calls Processed' metric on the System Status dashboard is zero, despite the CTI link showing 'Up' and agents handling calls.

What is the most likely configuration oversight?

Accepted Answer

The Monitored Devices list has not been populated with the correct extensions or skills

Answer

The Archive Service is stopped

Answer

The SQL Database disk is full

Answer

The License Registration Key has expired

Free 33160T sample questions