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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

According to the Avaya Workforce Engagement Support Installation Guide, SQL Server Reporting Service (SSRS) is required to support reporting in both new and upgraded systems for the following types of reports: Scorecards Reports, Customer Feedback reports, and Workforce Management (WFM) reports. These reports use SSRS as the reporting engine and require SSRS to be installed and configured on a separate server. SSRS is not required for System logging reports or Forecasting and Scheduling Reports, which use different reporting engines. References: Avaya Workforce Engagement Support Installation Guide, page 19.

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

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 archiving1 References: 1: Avaya Workforce Engagement Support - Installation Guide, page 312

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.

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 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 Optimization Select Administration Guide, the first step in the administration workflow is to create Organizations and groups. Organizations and groups are logical entities that represent the structure and hierarchy of the contact center. They are used to organize users, agents, extensions, channels, and other resources in the system. The administrator can create multiple levels of Organizations and groups, and assign permissions and settings to each level. Creating Organizations and groups helps to simplify administration tasks and reporting functions. References: Avaya Workforce Optimization Select Administration Guide

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.

According to the Avaya Contact Recorder Installation Guide, the first step to properly setting up the voice recording in an ACRA environment is to create a phone Data Source. A phone Data Source defines the type of phone system that is being recorded, such as Avaya Aura Communication Manager, Avaya IP Office, or Avaya Communication Server 1000. A phone Data Source also specifies the connection details and recording parameters for the phone system. References: [Avaya Contact Recorder Installation Guide]