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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - Advanced workflow design - AI-powered routing and automation - Third-party integrations and APIs - Analytics and optimization |
| Tenant Configuration and Reporting | 30% | - Reporting dashboards and visualizations - Call recording configuration - Network requirements for Webex Contact Center - Agent and supervisor desktop setup - User and team configuration |
| Telephony and Call Routing | 30% | - Telephony integration configuration - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings - Voice channel troubleshooting - Voice call routing components configuration |
| Digital Channels | 15% | - Digital channel troubleshooting - Chat, email, SMS, social media channel integration - Digital contact routing configuration |
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52. Frage
Refer to the exhibit. A Webex Contact Center engineer is investigating chat digital channel failure.
The engineer checks the failing transaction in the Webex Connect flow debugger and sees this output for Resolve Conversation node. Which action must the engineer take to resolve the issue?
Antwort: C
Begründung:
The Resolve Conversation node uses the Webex CC Task integration to create or resolve the digital interaction task with Webex Contact Center. A 401 Unauthorized response with invalid credentials indicates that the integration authorization in Webex Connect is missing, expired, or using invalid credentials, so it must be reauthorized with valid credentials.
53. Frage
A Webex Contact Center engineer is configuring a new Webex Contact Center tenant and wants to implement digital channels. Which two actions must be taken before setting up digital channels? (Choose two.)
Antwort: C,E
Begründung:
Before configuring digital channels, the administrator must authorize the required Webex Contact Center integrations in Webex Connect. Webex CC Engage enables digital channel engagement services, and Webex CC Task enables digital interactions to be created and routed as contact center tasks.
54. Frage
A major corporation wants to migrate to Webex Contact Center but requires that the current PSTN carrier and enterprise PBX based agents be retained in its on-premises environment.
Which action must the engineer take to meet this requirement?
Antwort: D
Begründung:
A Local Gateway design is the correct migration pattern when the enterprise wants to retain an existing PSTN carrier and on-premises PBX-based agent environment. Cisco positions Local Gateway as the component that integrates the existing on-premises deployment with Webex Calling, allowing organizations to migrate at their own pace while continuing to use existing PSTN and call-control investments. In this design, an on-premises SBC, commonly Cisco Unified Border Element or another supported border element, routes calls between the enterprise environment and Webex Calling/Webex Contact Center. Porting DIDs to Cisco Calling Plan would replace the PSTN arrangement rather than retain it. Asking the PSTN carrier to forward all contact center numbers to Webex Calling may work for a simple design, but it does not retain PBX-based routing and agent connectivity in the same controlled way. The requirement is implementable, and Local Gateway is the documented method. Reference: Cisco Help, Get started with Local Gateway; Webex Contact Center Data Sheet.
55. Frage
Which API scope is required for a REST PUT request to /organization/{orgid}/v2/contact-service- queue/{id}?
Antwort: A
Begründung:
A REST PUT request modifies an organization-level Contact Service Queue resource, so it requires the organization administration write scope. This scope grants permission to update configuration objects for the organization.
56. Frage
Which two domains must be allowed through the firewall or VPN of the organization to ensure that the WxCC Agent Desktop can connect and function correctly? (Choose two.)
Antwort: B,C
Begründung:
WxCC Agent Desktop requires access to Webex platform services and Webex Contact Center service domains over HTTPS. Allowing these domains through the organization firewall or VPN ensures that agents can authenticate, load the desktop, and maintain required service connectivity.
57. Frage
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