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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Tenant Configuration and Reporting | 30% | - Reporting dashboards and visualizations - Call recording configuration - Agent and supervisor desktop setup - User and team configuration - Network requirements for Webex Contact Center |
| Topic 2: Advanced Features and AI | 25% | - Third-party integrations and APIs - Advanced workflow design - AI-powered routing and automation - Analytics and optimization |
| Topic 3: Telephony and Call Routing | 30% | - Voice channel troubleshooting - Voice call routing components configuration - Telephony integration configuration - Inbound and outbound telephony settings - Webex Contact Center telephony architecture options |
| Topic 4: Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital contact routing configuration - Digital channel troubleshooting |
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NEW QUESTION # 45
Which API scope is required for a REST PUT request to /organization/{orgid}/v2/contact-service- queue/{id}?
Answer: B
Explanation:
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.
NEW QUESTION # 46
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 # 47
A Webex Contact Center engineer is investigating an issue with outgoing email failures from a specific service in Webex Connect. The engineer wants to see all the failed transactions for last 7 days.
Which two tools in Webex Connect provide the information needed to resolve the issue? (Choose two.)
Answer: A,E
Explanation:
Webex Connect provides two relevant troubleshooting tools for failed transactions: Debug Console and Export Logs. Cisco's Webex Connect Debug Console documentation states that it displays transaction details and historical logs for API, flow, and rule executions, including status, timestamps, service name, transaction source, and errors. That makes it the interactive tool for investigating a specific failure path. Export Logs is the bulk-download mechanism for inbound and outbound transaction logs across channels and can cover the last seven days or more depending on log availability and tenant configuration. Reports are useful for aggregated channel performance and trends, but not for pulling all failed transactions from a specific service with enough technical detail. Watchtower is not the primary transaction log export mechanism in the option set. Templates are reusable message or channel assets, not troubleshooting tools. For a seven-day failure investigation, Debug Console plus Export Logs is the correct pair. Reference: Webex Connect Help, Debug Console; Webex Connect Help, Export Logs.
NEW QUESTION # 48
Which authentication and authorization specification is required for using Webex Contact Center APIs?
Answer: D
Explanation:
Webex Contact Center APIs use OAuth 2.0 for authentication and authorization. Cisco's developer documentation for Webex and Webex Contact Center describes integrations as the mechanism used to request permission and obtain access tokens for API calls, using the OAuth 2.0 authorization framework rather than static API keys or basic HTTP authentication. OAuth 2.0 gives the platform scoped access control, token issuance, and administrative consent behavior appropriate for enterprise automation. Mutual TLS may be used in specific transport-security or trunking contexts, but it is not the authorization specification for normal Webex Contact Center REST APIs. Basic HTTP authentication would require sharing credentials directly with the client and does not match the Webex developer model. API key authentication is also not the supported authorization pattern for these Contact Center APIs. The typo in the original option has been corrected to OAuth 2.0. Reference: Webex Developer, Integrations and Authorization; Webex Contact Center API documentation.
NEW QUESTION # 49
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?
Answer: B
Explanation:
Using an on-premises session border controller as a Local Gateway allows the corporation to keep its existing PSTN carrier and enterprise PBX-based agents while routing calls between the on-premises telephony environment, Webex Calling, and Webex Contact Center.
NEW QUESTION # 50
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