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Cisco CCE is a powerful customer experience management solution that helps businesses deliver exceptional customer service across multiple channels, including voice, email, web chat, and social media. The solution is designed to provide customers with personalized experiences while reducing costs and improving operational efficiency. The Cisco 500-442 Exam focuses on the ability of professionals to configure, deploy, and manage the Cisco CCE solution effectively.

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The Call Routing Design section of the test assesses the candidate's ability to configure call flow with UCCE components using ICM call routing scripts/tools. This skill is crucial in maintaining an excellent experience for the customer and the IT team who have to ensure optimal functionality at all times.

Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q61-Q66):

NEW QUESTION # 61
What are two types of reports Cisco Unified Intelligence Center will provide? (Choose two.)

A. TCP/IP disconnect reports
B. Historical Report
C. Administration Audit Report
D. Real-time Report
E. Call Routing Reports

Answer: B,C

NEW QUESTION # 62
What is the function of the CVP Subdialog Return element in a VXML application?

A. populate variables sent back to CCE
B. populate variables sent back to VXML Gateway
C. populate variables sent back to Virtualized Voice Browser
D. populate variables sent back to VXML Server

Answer: A

NEW QUESTION # 63
In Finesse, how are different gadgets enabled for specific team members?

A. Ask the agent to add the gadget to his desktop after launching Finesse.
B. Ask an administrator to configure the team with a custom layout.
C. Ask the supervisor to add the gadget to the agents desktop.
D. Only the same type and configuration of gadgets are supported for all users.

Answer: B

Explanation:
Different gadgets are enabled for specific team members in Finesse by having an administrator configure the team with a custom layout. This approach allows for the customization of the Finesse desktop interface to meet the specific needs of different teams or roles within the contact center, enhancing productivity and user experience.References:Cisco Finesse Administration documentation outlines how to customize the Finesse desktop for teams, including the configuration of gadgets and layouts.

NEW QUESTION # 64
What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose two.)

A. The voice gateway may modify the digits presented to downstream devices.
B. The PTSN is responsible for routing the call to the agent.
C. The PSTN is responsible for delivering the inbound call to a voice gateway.
D. The voice gateway provides IVR functionality in a Contact Center deployment.
E. The voice gateway is responsible for routing the call to the agent.

Answer: A,C

Explanation:
The PSTN (Public Switched Telephone Network) and voice gateways are the entry points for calls into a Cisco contact center. Understanding their roles is foundational to CCE architecture and call flow design.
Why the Correct Answer is Right: A is correct because voice gateways can perform digit manipulation through dial peer configurations-modifying DNIS, ANI, or trunk group digits before passing call information to CVP/ICM. This is a documented gateway capability in Cisco IOS. C is correct because the PSTN is responsible for transporting the inbound call from the originating caller's phone to the contact center's ingress voice gateway-this is its fundamental architectural role.
Why Each Incorrect Answer is Wrong: B is wrong because IVR functionality is provided by CVP and VVB, not the voice gateway itself. D is wrong because routing calls to agents is the responsibility of ICM (the routing engine), not the PSTN. E is wrong because the voice gateway delivers calls to CVP; ICM handles the actual routing decision to agents.
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NEW QUESTION # 65
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)

A. Administrative Scripts
B. Dialed Numbers
C. Deleted Objects
D. Agents
E. Routing Scripts

Answer: B,E

NEW QUESTION # 66
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