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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Webex Contact Center telephony architecture options - Voice channel troubleshooting - Voice call routing components configuration - Telephony integration configuration - Inbound and outbound telephony settings |
| Topic 2: Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital channel troubleshooting - Digital contact routing configuration |
| Topic 3: Tenant Configuration and Reporting | 30% | - User and team configuration - Agent and supervisor desktop setup - Network requirements for Webex Contact Center - Call recording configuration - Reporting dashboards and visualizations |
| Topic 4: Advanced Features and AI | 25% | - Advanced workflow design - AI-powered routing and automation - Analytics and optimization - Third-party integrations and APIs |
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NEW QUESTION # 76
An engineer is configuring inbound telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are needed to ensure that calls are routed to agents? (Choose two.)
Answer: A,E
Explanation:
Inbound Webex Contact Center voice routing needs an entry path and an agent distribution target. The DNIS or support number must be associated with the entry point and flow so that an incoming PSTN call reaches the proper Flow Designer logic. Inside that flow, the contact must be queued to a queue that has eligible teams or agents. Cisco's queue documentation describes queues as holding areas where contacts wait until they are distributed, and it explains that non-skill queues use team assignments or agent assignments while skill queues use skill matching. The wording in the option set refers to DNIS entries in Flow Designer; operationally, DNIS is tied to the entry point/channel and flow selection, and the flow then uses a Queue Contact activity.
Script Editor is a legacy/on-premises contact center construct, not the modern Webex Contact Center Flow Designer model. A softphone registration alone does not route calls, and a skills-only queue is not mandatory unless the design requires skills. Reference: Cisco Help, Set up voice channels for Webex Contact Center; Understand Routing and Queueing in Webex Contact Center.
NEW QUESTION # 77
Which API scope is required for a REST PUT request to /organization/{orgid}/v2/contact-service-queue/{id}?
Answer: A
Explanation:
A REST PUT request that modifies a contact-service queue is an administrative write operation. Cisco's Webex Contact Center API model uses scopes to separate read-only access from configuration changes. The endpoint /organization/{orgid}/v2/contact-service-queue/{id} updates an existing queue object, so the integration must hold the organization-level administrative write scope. The read scopes, such as cjp:
config_read or cjds:admin_org_read, are appropriate when an application only retrieves configuration data.
They do not authorize mutation of queue configuration. The cjp:user scope is also not sufficient because queue configuration is a tenant or organization-level administrative resource, not a simple user-context operation. The scope cjds:admin_org_write is therefore the correct scope for a PUT operation on contact- service-queue. This matches the principle used throughout Cisco's API documentation: write methods require write-capable scopes, especially for configuration entities. Reference: Webex Contact Center Developer API Reference, Contact Service Queues; Webex Developer, Contact Center Service Apps.
NEW QUESTION # 78
An engineer is configuring outdial telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are required? (Choose two.)
Answer: D,E
Explanation:
Outdial telephony requires a default outdial ANI to be configured so outbound calls present a valid caller ID. The agent's desktop profile must also have Outdial enabled so the agent can access and initiate outbound calls from Agent Desktop.
NEW QUESTION # 79
What are two characteristics of the Microsoft Dynamics 365 Connector integration for Cisco Webex Contact Center? (Choose two.)
Answer: A,E
Explanation:
The Microsoft Dynamics 365 connector provides CRM integration from the Webex Contact Center agent experience and includes configuration that allows agent workflows and screen-pop behavior to be customized around Dynamics records. Cisco's Dynamics integration guide describes installing the CRM connector, configuring the channel provider, and customizing screen-pop and workflow behavior using parameters and variables. OAuth certificate-based authentication is also part of secure connector authorization patterns used in Cisco integration workflows where an application uses certificate/private-key material instead of a simple shared secret. Agent state syncing between platforms is not the defining connector characteristic in this option set; there are synchronization features involving Webex App or CRM presence, but the connector question is focused on Dynamics connector capabilities. TLS encryption is expected for HTTPS communications but is too generic to be a distinctive answer. Read-only/read-write is not the pair Cisco emphasizes for this connector question. Reference: Cisco Help, Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365; Configure custom connector for Webex Contact Center.
NEW QUESTION # 80
An engineer must generate a report that details the number of times an agent took or placed a call. Which Cisco Webex Contact Center Analyzer repository must be queried?
Answer: D
Explanation:
The Customer Activity Record repository contains contact-level activity details for call handling events, including calls taken or placed by an agent. Querying this repository provides the interaction activity needed to count the agent's handled and outbound call events.
NEW QUESTION # 81
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