According to the Avaya Documentation website 1 , the documentation category that covers the Avaya Workforce Engagement install and configure process up to the successful SAT on the customer site is Implementation guides. Implementation guides provide step-by-step instructions on how to install, configure, test, and troubleshoot Avaya Workforce Engagement components and features on various platforms and environments. Implementation guides also include information on system requirements, prerequisites, best practices, tips, and examples for successful deployment of Avaya Workforce Engagement solutions.  References :  Avaya Documentation

According to the Avaya Workforce Optimization Select Installation Guide, the prerequisites for installing Avaya Workforce Engagement server in deployment level 3, 4 or 5 are as follows:

B. The Framework components can be installed using a Management Service Account (MSA). An MSA is a domain account that has local administrator privileges on all servers in the Framework domain. The MSA is used to install and run the Framework services and components.

C. The Framework components need to be installed using a domain account with local administrator privileges in the Framework server. This account is different from the MSA and is used to log in to the Framework server and run the installation wizard.

D. Data center zone servers, service user and group account, must all be members of the domain’s Active Directory. A data center zone is a logical grouping of servers that share common resources and settings. A service user account is a domain account that has local administrator privileges on all servers in the data center zone. A service group account is a domain group that contains all service user accounts in the data center zone.

The statements A and E are incorrect because:

A. Data center servers can be split in multi-domain forests. This is not a prerequisite for installing Avaya Workforce Engagement server, but rather an optional configuration that allows for more flexibility and scalability. However, this configuration requires additional steps and considerations, such as setting up trust relationships between domains and configuring DNS suffixes.

E. The Framework components can be installed in a workgroup environment. This is not a prerequisite for installing Avaya Workforce Engagement server, but rather an alternative configuration that is only supported for deployment level 1 or 2. A workgroup environment does not use Active Directory or domain accounts, but rather local accounts and groups on each server.  References : [Avaya Workforce Optimization Select Installation Guide]

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 Customer Guide to Avaya DMCC-MR Integrations 1 , the following statements about Multiple Registration are true:

It provides the same benefits of Avaya Delivery Dedicated Integration Service Observe. This means that it supports recording of both inbound and outbound calls, as well as internal calls between agents. It also supports recording of transferred and conference calls, as well as call hold and resume events.

Each recording target requires a dedicated softphone. This means that each agent extension must have a corresponding softphone extension that is registered on the Avaya AES server and used for recording purposes. The softphone extension must be configured with the same call appearance and bridged appearance settings as the agent extension.

It allows a dual recording solution. This means that it supports recording of both voice and screen activity of the agents using the Avaya DMCC-MR integration. The voice recording is done by the inContact WFO Call Recording application, while the screen recording is done by the inContact WFO Screen Recording application.

References :  1 :  Customer Guide to Avaya DMCC-MR Integrations .

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 server 5   References :  5 : Avaya Workforce Engagement Support - User Management Guide, page 9-10 6

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 an internal 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 applications 5   References :  5 : Avaya Workforce Engagement Support - Contact Recording Technical Reference Guide, page 16-18 6

According to the Avaya Workforce Engagement Overview Video 1 , Avaya Workforce Engagement is a solution that helps contact centers transform their customer experience by gaining deeper insights into customer interactions and improving agent performance, processes, and operations. Some of the capabilities and customer impacts of using Avaya Workforce Engagement are:

A. It can optimize the workforce. Avaya Workforce Engagement can help contact centers optimize their staffing levels, schedules, training, coaching, and development of their agents. By using historical data and trends, Avaya Workforce Engagement can help contact centers forecast their workload and demand across different channels and time periods, and assign the right number and skill of agents to meet their service goals. By using automatic scorecards and e-learning courses, Avaya Workforce Engagement can help contact centers monitor, assess, and improve their agent performance, efficiency, productivity, and satisfaction.

B. It can improve processes. Avaya Workforce Engagement can help contact centers improve their processes by capturing and analyzing voice and digital interactions with customers. By using advanced speech analytics and conversational analytics, Avaya Workforce Engagement can help contact centers identify customer needs, expectations, preferences, sentiments, behaviors, issues, opportunities, trends, etc., and use this intelligence to enhance their service processes, policies, procedures, scripts, etc., to deliver a consistent and personalized customer experience.

C. It can enrich interactions. Avaya Workforce Engagement can help contact centers enrich their interactions with customers by providing real-time assistance and guidance to their agents. By using live monitoring and screen capture tools, Avaya Workforce Engagement can help contact centers observe their agent-customer interactions live and intervene when needed to provide prompts, resources, feedbacks, suggestions etc., to help their agents resolve customer queries effectively and efficiently.

The statements D and E are incorrect because:

D. It can provide expert agent selection distribution.  This is not a capability of Avaya Workforce Engagement but rather a capability of Avaya Experience Platform Attribute-Based Routing 2 . Attribute-Based Routing is a feature that allows contact centers to match customers with agents based on various attributes such as skills, preferences, availability, performance, etc., to provide an optimal customer experience.

E. It can generate real time reports.  This is not a capability of Avaya Workforce Engagement but rather a capability of Avaya Experience Platform Artificial Intelligence 2 . Artificial Intelligence is a feature that allows contact centers to leverage the power of AI to generate real time reports and insights that can help them optimize their customer engagement and omnichannel service strategies across assisted and self-service channels.

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 run the 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 Support 1 . 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 workgroup 2 . 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

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]

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 configuration from 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