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

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

• 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

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 call1.

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

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.

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.