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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Configure infrastructure components to route voice calls within Webex Contact Center flows
- Configure Webex Contact Center telephony integration and system interfaces - Troubleshoot voice channels configuration mismatches
|
| Topic 2: Tenant Configuration and Reporting | 30% | - Describe Webex Contact Center reporting analytics and data visibility tracking - Describe network requirements for Webex Contact Center systems - Configure Webex Contact Center users and identity records - Analyze real-time and historical dashboards to isolate operational constraints - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure multi-tier customer experience variables and thresholds |
| Topic 3: Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Describe AI capabilities within Webex Contact Center architectures
|
| Topic 4: Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
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NEW QUESTION # 60
Quantum Innovations wants to automate the handling of these customer queries:
- product warranty details
- current promotions
- delivery timelines
- nearest store based on a postal code
The solution must provide accurate responses quickly and consistently. Which solution meets the customer requirements?
Answer: D
Explanation:
An autonomous AI agent can understand customer intent, retrieve or generate accurate responses from connected business knowledge and systems, and handle varied self-service queries consistently without requiring a rigid predefined script.
NEW QUESTION # 61
A customer wants to enable the Real Time Transcription (RTT) feature only for specific queues. This feature is enabled by using the Start Media Stream node in Flow Designer, so the administrator decides to control the enablement using a function. The function must check two input variables: queue_ID for the selected agent queue (a string) and queue_IDs for the list of queues that require the RTT feature (a list of dictionaries, where each dictionary has an id key for the queue ID). The function returns a boolean variable rtt_Enabled to the flow, which indicates whether RTT should be enabled.
Which function is correct when using Python?
A )
B )
C )
D )
Answer: D
Explanation:
Option C is correct because it checks membership by comparing the selected queue_ID string to the id value in each dictionary in the queue_IDs list. The input structure says queue_ID is a string and queue_IDs is a list of dictionaries, with each dictionary containing an id key. A direct expression like agent_Queue in queue_List fails because it compares a string to whole dictionary objects, not to their id values. A loop that sets rtt_Enabled to False inside the else branch can also produce wrong results because a nonmatching later dictionary can overwrite a previous match. The Python any() expression is the cleanest correct logic: it returns True if at least one dictionary has an id equal to the selected queue. The function then writes rtt_Enabled into response.data for the flow to consume before deciding whether to start the media stream. Reference: Cisco Help, Build and manage flows with Flow Designer; Flow Designer function runtime documentation.
NEW QUESTION # 62
Customer XYZ has deployed Bring your own PSTN option to route calls to his Webex Contact Center environment. Callers calling in are reporting getting a reorder tone followed by a call drop.
Which action helps to identify the cause of the issue?
Answer: D
Explanation:
With Bring Your Own PSTN, inbound call delivery depends on the customer's SBC and SIP trunk connectivity. A reorder tone followed by call drop commonly indicates a trunk, routing, or SIP signaling failure, so checking the SIP trunk status on the customer SBC is the correct first action to identify the cause.
NEW QUESTION # 63
A Webex Contact Center Administrator trying to troubleshoot a flow design. The flow will play a message to the caller and will proceed to execute a Webex AI agent for further call processing. While troubleshooting the flow, the administrator notices that only Webex CCAI Config is present in the Virtual Agent field. The administrator verified that Webex AI agents are licensed for the organization and are ready for use within the flow.
Which action must the administrator take to resolve the issue?
Answer: B
Explanation:
Webex AI Agents are exposed in newer Flow Designer behavior through the Virtual Agent V2 node. If the administrator only sees Webex CCAI Config in the Virtual Agent field, they are looking at the older virtual agent configuration path rather than the node that supports Webex AI Agents. Cisco's Webex AI Agent documentation distinguishes AI Agent Studio assets and the flow nodes used to connect callers to AI agents.
Reloading Flow Designer would not change the node capability if the wrong activity is selected. Typing the AI agent name manually into a field is not a supported way to bind an unavailable agent object. Creating a generic connector in Control Hub is also not the fix when the organization already has Webex AI agents licensed and ready. The correct operational step is to use the Virtual Agent V2 node, which is designed for the newer Webex AI Agent integration. Reference: Cisco Help, Webex AI Agent Studio Administration guide; Configure Virtual Agent-Voice in Webex Contact Center.
NEW QUESTION # 64
Which action must an administrator take in a Webex Contact Center voice flow to ensure that, after a customer selects option 2 for Spanish in the initial language menu, all AI Agent responses are delivered in Spanish using a consistent, professional executive-sounding Spanish voice, regardless of the caller's location or dialect?
Answer: D
Explanation:
The flow must explicitly set the global language variable to the required Spanish locale and set the global voice-name variable to the approved Spanish voice system name. This ensures the AI Agent uses Spanish for responses and applies the intended consistent voice regardless of caller location or dialect.
NEW QUESTION # 65
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