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500-442 Administering Cisco Contact Center Enterprise (CCEA) Questions and Answers

Questions 4

Which user role must be assigned to the ToExtVXML variable in the ICM script?

Options:

A.

Internet ScriptEditor Role

B.

ICM Script Amin Role

C.

Config Manager Role

D.

Agent Admin Role

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Questions 5

What value is used for Variable REQUERY_NO ANSWER?

Options:

A.

1

B.

2

C.

3

D.

4

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Questions 6

In a contact center, agents must select the Reason Code when they go to the "Not Ready" state. Which configuration by an administrator in Agent Desk Settings allows this action?

Options:

A.

Wrap-up on Incoming, set to Required

B.

Enable "Require Logout Reason"

C.

Enable "Require Idle Reason"

D.

Wrap-up on Outgoing, set to Required

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Questions 7

What does Precision Routing use to determine if an agent is part of its pool?

Options:

A.

Skills

B.

Attributes

C.

Expressions

D.

Teams

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Questions 8

What is the suggested mechanism to offer coaching to agents by supervisors?

Options:

A.

TeamMessage

B.

Desktop chat

C.

Email

D.

Whisper coaching

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Questions 9

Which two steps are required to configure a Supervisor? (Choose two.)

Options:

A.

assign the Supervisor to only one Team

B.

assign the Supervisor to a Skill Group and Precision Queue

C.

make sure the Supervisor has an Active Directory Account

D.

ensure that "Is Supervisor" is checked

E.

assign the Supervisor to a Precision Queue

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Questions 10

What is the function of the CVP Subdialog Return element in a VXML application?

Options:

A.

populate variables sent back to CCE

B.

populate variables sent back to Virtualized Voice Browser

C.

populate variables sent back to VXML Gateway

D.

populate variables sent back to VXML Server

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Questions 11

Which VVB CLI command can set an individual media file to an expired state?

Options:

A.

set VVB cache stale_cache_entries

B.

show set VVB cache stale_cache_entry

C.

Outils VVB cache stale_cache_entry

D.

set VVB cache stale_cache_entry

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Questions 12

Which two steps are required to configure RONA for CCE? (Choose two.)

Options:

A.

Survivability

B.

Auto-answer

C.

CCE Web Admin

D.

Scripting logic

E.

Skill target configuration

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Questions 13

How does CUCM function in CCE?

Options:

A.

Unified CM asks ICM what to do with Unified CCE calls and routes the call according to the instructions provided by the Unified CCE.

B.

A Unified CM Publisher is a logical relationship of physical (deployed as virtual Machines) servers combined for redundancy purposes.

C.

Unified CM asks CVP what to do with Unified CCE calls and routes the call according to the instructions provided by the CVP.

D.

In a CUCM cluster, the Subscriber keeps the master Read/Write copy of configuration DB, which is replicated to all servers in the cluster.

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Questions 14

What is the maximum number of attributes that can be assigned to an Agent?

Options:

A.

40

B.

50

C.

200

D.

500

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Questions 15

How many Workflows are supported by Finesse?

Options:

A.

up to 20 Workflows with 5 per Team

B.

up to 100 Workflows with 5 per Team

C.

up to 100 Workflows with 20 per Team

D.

up to 200 Workflows with 20 per Team

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Questions 16

What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose two.)

Options:

A.

The voice gateway may modify the digits presented to downstream devices.

B.

The voice gateway provides IVR functionality in a Contact Center deployment.

C.

The PSTN is responsible for delivering the inbound call to a voice gateway.

D.

The PTSN is responsible for routing the call to the agent.

E.

The voice gateway is responsible for routing the call to the agent.

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Questions 17

In a CCE Call Flow, how does ICM respond to a CVP new Route Request?

Options:

A.

ICM sends an Agent Label, which prompts a command to CVP.

B.

ICM responds to the Route Request by running a Routing Script.

C.

ICM responds to the Route Request by running an Administrative Script.

D.

ICM sends a VRU Label, which prompts a command to CVP

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Questions 18

Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)

Options:

A.

ICM script

B.

Skill Targets

C.

Network VRU

D.

Call type

E.

Media routing domain

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Exam Code: 500-442
Exam Name: Administering Cisco Contact Center Enterprise (CCEA)
Last Update: Mar 24, 2024
Questions: 60

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