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| Section | Objectives |
|---|---|
| Topic 1: Cisco Contact Center Enterprise Architecture | - Deployment models and system architecture - Core components overview (CUCM, CVP, UCCE) |
| Topic 2: System Administration | - User and agent configuration - Call routing and scripting basics |
| Topic 3: Troubleshooting and Monitoring | - Performance monitoring and fault isolation - Logging and diagnostics |
| Topic 4: Configuration and Maintenance | - Upgrades and lifecycle management - System configuration management |
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NEW QUESTION # 34
Which two steps are involved in configuring and evaluating business in an ICM script? (Choose two.)
Answer: B,E
Explanation:
Business Hours in Cisco CCE allow routing scripts to make time-aware decisions-directing calls differently during open hours, after hours, or holidays. Two configuration layers are required: defining the schedule and using it in a script.
Why the Correct Answer is Right: B is correct because Business Hours calendars are configured within the CCE Admin interface under Organizational Setup > Business Hours. This is where an administrator defines the operating schedule, holidays, and exception days. E is correct because after defining Business Hours in CCE Admin, the ICM Script Editor uses an IF node to evaluate the current time against the Business Hours calendar to determine routing logic.
Why Each Incorrect Answer is Wrong: A is wrong because a Set Variable node is used to assign values to variables, not part of the Business Hours evaluation workflow. C is wrong because the expression syntax shown contains inconsistencies, and this step alone without B is incomplete. D is wrong because Business Hours are configured under Organizational Setup > Business Hours, not under Departments.
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NEW QUESTION # 35
Which microapp is used to gather information from the caller?
Answer: B
Explanation:
The Get Speech microapp is used to gather information from the caller in Cisco Virtual Voice Browser (VVB). The Get Speech microapp allows customers to interact with the VVB system using natural language speech inputs, such as providing an account number, name, or address. This microapp uses Automatic Speech Recognition (ASR) technology to transcribe the caller's speech and provide the transcribed information to the next step in the call flow for further processing or routing.
It is worth noting that Get Digits microapp is used to gather DTMF digits from the caller.
NEW QUESTION # 36
Which variable remains available to all scripts in the system until reset?
Answer: B
Explanation:
Cisco CCE scripting uses several types of variables with different scopes and lifetimes. Understanding variable persistence is critical for designing multi-script workflows where data must be preserved across script transitions.
Why the Correct Answer is Right: C is correct. User Variables (also called Persistent Variables) are system- wide variables that persist across all scripts and are not cleared when a call ends or transfers to another script.
They must be explicitly reset. This makes them ideal for tracking data across complex multi-script call flows, as documented in the Cisco ICM Scripting and Media Routing Guide.
Why Each Incorrect Answer is Wrong: A is wrong because Caller Entered Digits (CED) is populated from DNIS/IVR input and is scoped to the current call leg-it does not persist globally across scripts. B is wrong because Call Variables are associated with a specific call and are cleared when the call terminates-they do not persist globally. D is wrong because Peripheral Variables are specific to the peripheral (PG) context and are not available system-wide across all scripts.
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NEW QUESTION # 37
Which VVB CLI command can set an individual media file to an expired state?
Answer: A
Explanation:
The Cisco VVB caches media files (audio prompts) to improve performance. Administrators sometimes need to force individual cached entries to be refreshed by marking them as stale/expired so the VVB fetches a fresh copy from the media server.
Why the Correct Answer is Right: D is correct. The correct Cisco VVB CLI command syntax is 'set VVB cache stale_cache_entry < cache_entry_url > ', which marks a specific cached media file as expired, forcing the VVB to fetch a fresh copy on next access. This is documented in the Cisco VVB Administration Guide.
Why Each Incorrect Answer is Wrong: A is wrong because 'stale_cache_entries' (plural) would target all cached entries, not an individual file, and is not a valid CLI command. B is wrong because it mixes 'show' (a display command) with 'set' (a configuration command)-the syntax is invalid and contradictory. C is wrong because 'Outils' is a French word meaning 'tools' and is not a valid Cisco CLI keyword in any context.
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NEW QUESTION # 38
Which microapp is used to gather information from the caller?
Answer: B
NEW QUESTION # 39
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