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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Voice channel troubleshooting - Telephony integration configuration - Webex Contact Center telephony architecture options - Voice call routing components configuration - Inbound and outbound telephony settings |
| Topic 2: Advanced Features and AI | 25% | - Analytics and optimization - Third-party integrations and APIs - AI-powered routing and automation - Advanced workflow design |
| Topic 3: Tenant Configuration and Reporting | 30% | - Call recording configuration - Network requirements for Webex Contact Center - User and team configuration - Reporting dashboards and visualizations - Agent and supervisor desktop setup |
| Topic 4: Digital Channels | 15% | - Digital channel troubleshooting - Chat, email, SMS, social media channel integration - Digital contact routing configuration |
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NEW QUESTION # 51
An administrator must connect a customer call to an external IVR service while retaining control of the call and later return it to the original flow.
Which node must the administrator use to make this happen?
Answer: D
Explanation:
Bridged Transfer is the correct node because the requirement is not simply to send the caller away; the administrator must connect the caller to an external IVR while keeping Webex Contact Center call control and then resume the original flow. Cisco's Flow Designer documentation distinguishes Bridged Transfer from Blind Transfer. A blind transfer is terminal: once the call is transferred to the external number, the flow ends and the original flow logic no longer controls the interaction. A Bridged Transfer, by contrast, is designed for scenarios where the caller is temporarily connected to an external destination and then returned to the flow after the external interaction completes. An HTTP Request node is only for data exchange with an external service and cannot bridge media to an IVR. A GoTo node is internal flow navigation and cannot connect the caller to an external IVR. The call-control behavior in the scenario is therefore specifically the Bridged Transfer use case. Reference: Cisco Help, Build and manage flows with Flow Designer; Understand Routing and Queueing in Webex Contact Center.
NEW QUESTION # 52
A system administrator is updating the Agent Desktop layout to include a custom widget designed to execute background logic that triggers a custom CRM screen pop upon the arrival of an SMS.
Under which area object must the widget be configured?
Answer: C
Explanation:
A widget that executes background logic without presenting a visible user-interface panel belongs in the Headless area of the Agent Desktop layout. Cisco's custom desktop layout framework separates visible layout regions, such as panels or persistent areas, from headless widgets that run logic in the background. The requirement says the custom widget should trigger a CRM screen pop when an SMS arrives. That is event- driven background behavior; the agent does not need to see a standalone widget tab or panel for the code to work. A Panel object would be appropriate for visible content placed in the desktop interface. Navigation is used for navigation entries or visible application areas. Persistent is for UI that remains visible across desktop contexts. Headless is deliberately designed for invisible logic, event listeners, and background integrations that react to contact events, making it the correct object for this SMS-triggered CRM screen-pop logic.
Reference: Cisco Help, Create custom desktop layout; Webex Contact Center Desktop developer documentation.
NEW QUESTION # 53
An administrator configures Webex Experience Management surveys after customer calls.
Customers report that surveys are not triggered when agents transfer calls internally between queues. What is the MOST likely reason for this behavior?
Answer: C
Explanation:
In Webex Contact Center, some internal transfer scenarios can end or modify the original interaction context associated with the workflow. Because post-call surveys rely on that context, transfers between queues may prevent the trigger from executing. This is especially common when workflows are not configured to preserve session continuity across transfers.
NEW QUESTION # 54
An engineer must troubleshoot intermittent registration failures for Webex Room Devices. Which DNS record is MOST critical for SIP service discovery?
Answer: D
Explanation:
SRV records are essential for SIP service discovery because they identify the servers responsible for handling SIP signaling and their associated ports. Missing or incorrect SRV records commonly cause registration and call setup failures for collaboration endpoints and SIP-based applications.
NEW QUESTION # 55
What are two characteristics of the Microsoft Dynamics 365 Connector integration for Cisco Webex Contact Center? (Choose two.)
Answer: B,C
Explanation:
The Microsoft Dynamics 365 connector provides CRM integration from the Webex Contact Center agent experience and includes configuration that allows agent workflows and screen-pop behavior to be customized around Dynamics records. Cisco's Dynamics integration guide describes installing the CRM connector, configuring the channel provider, and customizing screen-pop and workflow behavior using parameters and variables. OAuth certificate-based authentication is also part of secure connector authorization patterns used in Cisco integration workflows where an application uses certificate/private-key material instead of a simple shared secret. Agent state syncing between platforms is not the defining connector characteristic in this option set; there are synchronization features involving Webex App or CRM presence, but the connector question is focused on Dynamics connector capabilities. TLS encryption is expected for HTTPS communications but is too generic to be a distinctive answer. Read-only/read-write is not the pair Cisco emphasizes for this connector question. Reference: Cisco Help, Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365; Configure custom connector for Webex Contact Center.
NEW QUESTION # 56
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