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 functions of Enterprise Manager is to monitor the managed servers for alarms and collect summary data. Enterprise Manager can display the health status of each server in the system, such as CPU usage, memory usage, disk space usage, and network traffic. Enterprise Manager can also alert the administrator of any critical or major alarms that occur on the servers, such as service failures, license issues, or configuration errors. Enterprise Manager can also provide reports and charts that show the summary data of the system performance and activity, such as number of calls recorded, number of evaluations completed, number of agents coached, etc.  References :  Avaya Workforce Optimization Select Installation Guide

Agent Initiated Monitoring (AIM) enables agents to register their Agent ID with the recording system and have their phone or workspace associated with recordings. Using AIM, agents can start and stop recording calls “on the fly.” They can also use AIM to annotate a recording that they start or one that they block from being recorded.  The  start monitoring command  initiates a recording of the current call, while the  pause monitoring command  temporarily stops the recording of the current call 1 .

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 42 1

Avaya Workforce Engagement Reporting Service Installation Guide, page 8

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 archiving 1   References :  1 : Avaya Workforce Engagement Support - Installation Guide, page 31 2

System Backup is a feature that allows administrators to backup and restore the system configuration and data of Avaya Workforce Engagement. System Backup can be enabled from the System Management > Central Archive > Backup menu, where administrators can configure the backup schedule, destination, and retention policy. System Backup is not enabled from the other menus, which are used for different purposes.  References : Avaya Workforce Engagement Support Administration Guide, page 103.

Avaya Contact Recorder Advanced (ACRA) is a component of the Avaya Workforce Engagement suite that provides the capability to record, store, and play back voice and screen interactions. The two primary functions of ACRA are record and store/archive. Record function allows businesses to capture customer interactions across multiple channels and media types, such as voice, video, chat, email, and social media. Store/archive function enables businesses to securely store and manage the recorded interactions in compliance with various regulations and standards, such as PCI, GDPR, and MiFID II. ACRA also supports replay function, which allows users to search and play back the recorded interactions based on various criteria, such as date, time, agent, customer, and keywords. Quality monitor function is not a primary function of ACRA, but it is a separate component of the Avaya Workforce Engagement suite that synchronizes the agent’s on-screen activity to the audio recording and provides agent performance evaluation tools.  References :

Avaya Workforce Optimization

Avaya Contact Recording - ESi

Avaya Contact Recording – ESi

According to the Avaya Contact Recorder Configuration and Administration Guide, member groups are logical entities that group extensions together for management purposes and define the type of recording for your particular environment. Member groups can be used to specify which extensions are recorded, how they are recorded, when they are recorded, and where they are recorded. Member groups can also be used to apply different recording rules, schedules, filters, and attributes to different extensions based on their roles, functions, or locations in the contact center.  References :  Avaya Contact Recorder Configuration and Administration Guide

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”

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]

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.