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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Tenant Configuration and Reporting | 30% | - Configure Webex Contact Center users and identity records - Configure multi-tier customer experience variables and thresholds - Analyze real-time and historical dashboards to isolate operational constraints - Configure desktop layouts and custom desktop profiles for agents and supervisors - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure security profiles, skills-based routing rules, and scheduling patterns - Describe network requirements for Webex Contact Center systems |
| Topic 2: Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Describe AI capabilities within Webex Contact Center architectures
|
| Topic 3: Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
| Topic 4: Telephony and Call Routing | 30% | - Configure inbound and outdial telephony options for Webex Contact Center agents - Describe Webex Contact Center telephony architecture options
|
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NEW QUESTION # 81
Cisco Webex Contact Center uses Local Gateway for PSTN services. The Webex Contact Center supervisor notices that callers receive the initial greeting, which allows them to select an option, and then the call drops.
Which action helps to identify the cause of the issue?
Answer: D
Explanation:
The call reaches the initial greeting and accepts an IVR option, so the Local Gateway and inbound call delivery are working at least through the first media and signaling stage. The failure occurs after the caller makes a menu selection, which points at the flow branch or the next activity after that menu, not at the trunk itself. Cisco's Flow Designer documentation explains that flows define what happens at each stage of a call, including prompts, menu handling, queueing, transfers, and disconnect behavior. If a branch after the selected option has an invalid Queue Contact configuration, an invalid transfer destination, an unhandled error, or an incorrect terminal node, the customer may hear the greeting and then be disconnected. Analyzer can confirm call records after the fact, but the fastest root-cause path is to inspect the flow configuration and the branch selected by the caller. Queue or channel association issues would usually prevent reaching the intended IVR stage. Reference: Cisco Help, Build and manage flows with Flow Designer; Understand Routing and Queueing in Webex Contact Center.
NEW QUESTION # 82
Which statement describes the PSTN media and signaling requirements for calls arriving at Webex Contact Center?
Answer: D
Explanation:
Webex Contact Center supports G.711 u-law and G.711 a-law for PSTN media. Calls arriving into Webex Contact Center must use supported audio codecs so media can be processed correctly for IVR, routing, recording, and agent handling.
NEW QUESTION # 83
A collaboration engineer needs to secure communications between Webex devices and cloud services. Which protocol combination provides signaling encryption and media encryption?
Answer: C
Explanation:
TLS encrypts signaling traffic such as SIP registration and call setup messages, while SRTP encrypts voice and video media streams. Together, they provide end-to-end protection for collaboration traffic. SIP and RTP alone do not inherently encrypt communications unless paired with TLS and SRTP respectively.
NEW QUESTION # 84
A Webex administrator is adding a new phone number allocated by their Cloud Connected PSTN provider to be configured as Webex Contact Center Entry Point to route inbound calls into the Contact Center IVR.
Which two numbers must be used to configure the phone number? (Choose two.)
Answer: B,E
Explanation:
Control Hub normalizes Webex Calling and Webex Contact Center numbers into E.164 format, and Cisco's voice channel setup guidance explains that numbers routed from Cloud Connected PSTN or Local Gateway are provisioned in +E.164 format for Control Hub. The fully qualified +1-450-783-2223 format is therefore valid. Cisco interfaces also accept common national display formatting for number entry in many workflows, such as parentheses around the area code, which corresponds to (450) 783-2223 in the option set. The bracketed version, hash-prefixed value, and dotted format are not acceptable telephony number formats for configuring a Webex Contact Center entry point number. The key is that the number must represent a valid PSTN telephone number that Control Hub can store and map to the entry point. The +E.164 version is the canonical final representation; the national style is an accepted entry/display form. Reference: Cisco Help, Set up voice channels for Webex Contact Center; Set up voice settings for Webex Contact Center.
NEW QUESTION # 85
What are the two types of Local Gateway trunking models with Webex Calling? (Choose two.)
Answer: D,E
Explanation:
Webex Calling Local Gateway supports certificate-based trunks and registration-based trunks.
These trunking models define how the Local Gateway authenticates and establishes SIP connectivity with Webex Calling.
NEW QUESTION # 86
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