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Cisco 500-442 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Advanced Configuration20%- Configure RONA support
- Implement VXML applications
- Configure roles and departments
Topic 2: Basic Calls and Agent settings20%- Configure basic agent functionality
- Build basic ICM scripts
- Deploy basic call settings
- Configure basic call treatment
Topic 3: Overview20%- Explain call flow
- Understand Contact Center basics
- Describe CCE components and architecture
- Describe access tools
Topic 4: Advanced Features10%- Understand CCE features beyond default
Topic 5: Configuration and Implementation20%- Utilize Finesse administration tool
- Implement precision routing
- Configure agent teams and supervisors
Topic 6: Reporting10%- Utilize CUIC

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q10-Q15):

NEW QUESTION # 10
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)

Answer: B,D


NEW QUESTION # 11
In CCE deployments, which two configuration tasks can be performed via the Finesse Server Administration page? {Choose two.)

Answer: A,E


NEW QUESTION # 12
What are the two main features of theCisco VVB? (Choose two.)

Answer: B,D

Explanation:
Explanation
Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. Cisco VVB has the following features: * Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies. * Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configu


NEW QUESTION # 13
Where should the RONA setting be positioned the highest?

Answer: B

Explanation:
RONA (Redirection on No Answer) is a mechanism that redirects a call when an agent fails to answer within a configured time. Multiple components in CCE have timeout settings that interact with RONA, and they must be layered correctly.
Why the Correct Answer is Right: A is correct. The CVP OPS Console RONA timer must be set highest to serve as the ultimate safety net. If the CVP timeout fires before all other components have had a chance to handle the RONA event, the call may be dropped rather than properly re-routed. Cisco best practice documentation specifies that CVP's timer should be the largest, with CUCM phone timer intermediate, and the CCE desk setting lowest, forming a cascading failsafe.
Why Each Incorrect Answer is Wrong: B is wrong because the CUCM phone timer should be set at an intermediate value-high enough to allow CCE desk settings to trigger RONA first, but lower than CVP's timer. C is wrong because the Agent Desk Settings timer should be the lowest, firing first to initiate the RONA re-route cleanly within the scripting logic. D is wrong because script-level timers are part of the routing logic but are not the entity that needs the highest RONA timeout in the hierarchy.
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NEW QUESTION # 14
Which two functionalities should a Contact Center typically be provided? (Choose two.)

Answer: C,E


NEW QUESTION # 15
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