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| Section | Weight | Objectives |
|---|---|---|
| Overview | 20% | - Explain call flow - Understand Contact Center basics - Describe access tools - Describe CCE components and architecture |
| Configuration and Implementation | 20% | - Configure agent teams and supervisors - Implement precision routing - Utilize Finesse administration tool |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Advanced Configuration | 20% | - Configure roles and departments - Implement VXML applications - Configure RONA support |
| Basic Calls and Agent Settings | 20% | - Deploy basic call settings - Build basic ICM scripts - Configure basic agent functionality - Configure basic call treatment |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
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NEW QUESTION # 29
What is the function of the CVP Subdialog Return element in a VXML application?
Answer: A
Explanation:
The function of the CVP Subdialog Return element in a VXML application is to populate variables sent back to Cisco Contact Center Enterprise (CCE) from the VXML application. This element is used at the end of a subdialog invocation to return control to the main IVR application, along with any data collected or processed during the subdialog. This mechanism allows for dynamic exchange of information between different parts of an IVR application and the broader Contact Center solution, enabling complex call flows and data-driven decision-making.References:Documentation on Cisco's VXML Server and CVP provides detailed information on how Subdialog Return elements are used within VXML applications to interface with CCE and other components of the Contact Center infrastructure.
NEW QUESTION # 30
Which tool can be used to verify the configuration of Basic Call settings?
Answer: B
Explanation:
the Call Tracer tool can be used to verify the configuration of Basic Call settings. This tool allows administrators to trace the progress of a call from the time it is placed until it is routed to the correct destination.
The tool used to verify the configuration of Basic Call settings in Cisco's contact center solutions is:D.Call Tracer:Call Tracer allows administrators to trace the call flow and verify how calls are handled based on the current configuration. It's an essential tool for diagnosing and troubleshooting call processing issues and ensuring that call settings are correctly configured.References:Cisco's documentation on tools and utilities for contact center solutions often includes information on Call Tracer and its use in verifying call configurations and troubleshooting call flow issues.
NEW QUESTION # 31
Which variable remains available to all scripts in the system until reset?
Answer: A
NEW QUESTION # 32
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?
Answer: D
NEW QUESTION # 33
What is the maximum number of attributes that can be assigned to an Agent?
Answer: A
Explanation:
In Cisco CCE Precision Routing, Attributes are characteristics assigned to agents (e.g., language, product knowledge, skill level) that Precision Queues use to route calls to the best-matched agent. System limits govern how many attributes one agent can carry.
Why the Correct Answer is Right: B is correct. Cisco's official documentation for CCE Precision Routing specifies a maximum of 50 attributes per agent. This hard limit is imposed by the system's data model and is documented in the Cisco Unified Contact Center Enterprise Features Guide.
Why Each Incorrect Answer is Wrong: A is wrong because 40 is below the actual limit and does not correspond to any documented system boundary for agent attributes. C is wrong because 200 exceeds the per- agent limit; while CCE may support up to 200 attributes system-wide, the per-agent assignment limit is 50. D is wrong because 500 is far above the documented limit and would be architecturally impractical given the attribute matching logic used by Precision Queues during routing decisions.
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NEW QUESTION # 34
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