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| Section | Objectives |
|---|---|
| System Administration | - Call routing and scripting basics - User and agent configuration |
| Cisco Contact Center Enterprise Architecture | - Core components overview (CUCM, CVP, UCCE) - Deployment models and system architecture |
| Troubleshooting and Monitoring | - Logging and diagnostics - Performance monitoring and fault isolation |
| Configuration and Maintenance | - System configuration management - Upgrades and lifecycle management |
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NEW QUESTION # 47
Apart from CVP Call Studio, what are two other components that have a role in the VXML application's functioning? (Choose two.)
Answer: A,D
Explanation:
A complete VXML application ecosystem requires more than the Call Studio development environment. The application must be rendered by a voice browser and served audio from a media source during runtime execution.
Why the Correct Answer is Right: C is correct because the Media Server hosts the .wav audio prompt files that the VXML application references. When the VXML application instructs audio playback, the Voice Browser fetches the file from the Media Server via HTTP. Without the Media Server, audio prompts cannot be delivered. D is correct because the Voice Browser (VVB or IOS VXML Gateway) is the runtime engine that executes the VXML application-it interprets the VXML markup, plays audio, collects DTMF or speech input, and reports results back to CVP.
Why Each Incorrect Answer is Wrong: A is wrong because the VRU PG manages the interface between CVP and ICM for routing decisions-it is not directly involved in VXML application execution. B is wrong because CUCM handles call signaling and agent phones-it does not participate in VXML application functioning. E is wrong because Finesse is the agent/supervisor desktop application and has no role in VXML application execution.
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NEW QUESTION # 48
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment?
(Choose two.)
Answer: C,E
NEW QUESTION # 49
Which two functionalities should a Contact Center typically be provided? (Choose two.)
Answer: C,D
Explanation:
A Contact Center typically needs to provide the following functionalities:A.Skill-Based Routing:This functionality allows the Contact Center to route calls to the most appropriate agent based on their skills, ensuring that customers are matched with agents who can best address their needs.C.IVR and Queuing:Interactive Voice Response (IVR) systems and queuing mechanisms are crucial for managing incoming calls, providing self-service options, and efficiently managing caller wait times until an appropriate agent is available.References:Cisco's documentation on Contact Center solutions, including Unified Contact Center Enterprise (UCCE), often highlights the importance of Skill-Based Routing and IVR/Queuing functionalities in providing effective customer service.
NEW QUESTION # 50
Which communication protocol is being used between PG/Router and Live Data to generate report information?
Answer: D
Explanation:
Cisco Live Data is a real-time reporting subsystem that streams agent and call data to CUIC and Finesse. It requires a specific high-speed protocol to handle the stream of real-time events from the CCE routing components.
Why the Correct Answer is Right: C is correct. TIP (Transmission Interface Protocol) is the Cisco proprietary protocol used for real-time communication between the PG/Router and Live Data components. TIP carries event-driven messaging about agent states, call events, and routing decisions in real time, enabling the Live Data subsystem to generate up-to-the-second reports.
Why Each Incorrect Answer is Wrong: A is wrong because TCP is a generic transport protocol-while TIP may run over TCP/IP at the transport layer, the application-layer protocol between PG/Router and Live Data is specifically TIP. B is wrong because HTTP is a web protocol used for browser-based interfaces and some REST APIs, but not for the PG/Router-to-Live-Data communication path. D is wrong because UDP is a connectionless protocol unsuitable for reliable real-time event delivery-CCE's critical state data requires reliable ordered delivery.
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NEW QUESTION # 51
When is the IVR leg established in a CCE Call Flow?
Answer: A
NEW QUESTION # 52
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