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| Section | Weight | Objectives |
|---|---|---|
| Basic Calls and Agent settings | 20% | - Deploy basic call settings - Configure basic agent functionality - Build basic ICM scripts - Configure basic call treatment |
| Overview | 20% | - Understand Contact Center basics - Explain call flow - Describe access tools - Describe CCE components and architecture |
| Reporting | 10% | - Utilize CUIC |
| Configuration and Implementation | 20% | - Utilize Finesse administration tool - Configure agent teams and supervisors - Implement precision routing |
| Advanced Features | 10% | - Understand CCE features beyond default |
| Advanced Configuration | 20% | - Configure roles and departments - Implement VXML applications - Configure RONA support |
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NEW QUESTION # 52
How many teams can an Agent be a part of?
Answer: A
NEW QUESTION # 53
Which user role must be assigned to the ToExtVXML variable in the ICM script?
Answer: B
Explanation:
The ToExtVXML variable in ICM scripts is used to pass data to external VXML applications-it facilitates the transfer of call context data from the ICM routing script to CVP/VXML applications. Access to configure and use this variable requires appropriate permissions.
Why the Correct Answer is Right: B is correct. The ICM Script Admin Role is required to work with the ToExtVXML variable. This role grants full access to ICM scripting capabilities, including the ability to configure ECC (Expanded Call Context) variables and system variables like ToExtVXML that are used in routing scripts for external VXML communication. This is documented in the Cisco ICM Scripting permissions framework.
Why Each Incorrect Answer is Wrong: A is wrong because 'Internet ScriptEditor Role' is not a standard recognized Cisco CCE user role name-the correct role for scripting access is ICM Script Admin Role. C is wrong because Config Manager Role provides access to Configuration Manager for configuring objects like agents and dialed numbers, but not access to ICM scripting variables. D is wrong because Agent Admin Role is scoped to managing agent configurations and desktop settings-it does not grant ICM scripting permissions required to work with variables in the Script Editor.
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NEW QUESTION # 54
How many clusters of Finesse will a single PG support?
Answer: C
Explanation:
In Cisco CCE architecture, the Peripheral Gateway (PG) is the interface between the ICM Central Controller and peripheral systems like CUCM. Finesse communicates with CCE through this PG interface for agent state management.
Why the Correct Answer is Right: A is correct. According to Cisco's CCE design documentation, a single PG instance supports only one Finesse cluster. This is a hard architectural constraint-each PG-to-Finesse relationship is a one-to-one mapping to ensure call state synchronization and avoid conflicts in agent state management.
Why Each Incorrect Answer is Wrong: B is wrong because two Finesse clusters per PG is not supported in standard CCE deployment-each Finesse cluster must have its own dedicated PG connection. C is wrong because three clusters exceeds the supported limit; additional Finesse clusters require additional PGs. D is wrong because four clusters also exceeds the design limit. The one-to-one constraint exists to maintain data integrity and proper agent state tracking between PG and Finesse.
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NEW QUESTION # 55
Which two components must a script be associated with to run? (Choose two.)
Answer: A,E
Explanation:
For a script to run in a Cisco Contact Center environment, it must be associated with:D.Call Type:Call Types categorize calls based on their characteristics or how they should be handled. Associating a script with a Call Type allows the system to execute the script for calls of that category, applying the specific routing logic defined in the script.E.Dialed Number (DN):The Dialed Number is used to identify the call's intended destination or service. Associating a script with a Dialed Number allows the system to trigger the script when a call is received on that number, ensuring that calls are processed according to the routing logic defined for that DN.References:Cisco scripting and configuration documentation for Contact Center solutions detail how scripts are associated with Call Types and Dialed Numbers to control call routing and processing.
NEW QUESTION # 56
What are two parts of a Single Sign-on message flow? {Choose two.)
Answer: C,E
Explanation:
Cisco CCE supports Single Sign-On (SSO) using the SAML 2.0 standard. SSO involves the Identity Service (IdS) and an Identity Provider (IdP such as AD FS) working together to authenticate users without repeated password prompts.
Why the Correct Answer is Right: B is correct because in the SSO flow, the Cisco Identity Service (IdS) validates the access token. When a user attempts to access a Finesse resource, IdS checks whether they already have a valid access token; if valid, the user is granted access without re-authentication. D is correct because the Identity Provider (IdP) is responsible for presenting the login page to the user for credential entry and authenticating credentials against the enterprise directory. This division of responsibility is fundamental to Cisco SSO architecture.
Why Each Incorrect Answer is Wrong: A is wrong because invalid token detection leads to re-authentication, which is a secondary/exception path, not a primary described flow component. C is wrong because the IdS does not provide the login page-the IdP does. IdS orchestrates the flow and validates tokens but delegates authentication UI to the IdP. E is wrong because Finesse uses GET requests to load the desktop, and 'PUT of the Finesse desktop with an access token' is not a described SSO flow step.
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NEW QUESTION # 57
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