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| Section | Objectives |
|---|---|
| Topic 1: System Administration | - User and agent configuration - Call routing and scripting basics |
| Topic 2: Cisco Contact Center Enterprise Architecture | - Deployment models and system architecture - Core components overview (CUCM, CVP, UCCE) |
| Topic 3: Configuration and Maintenance | - System configuration management - Upgrades and lifecycle management |
| Topic 4: Troubleshooting and Monitoring | - Performance monitoring and fault isolation - Logging and diagnostics |
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問題 #60
What are two purposes of Cisco Unified Intelligence Center? (Choose two.)
答案：C,D
問題 #61
What are two tools an Agent Desktop Admin Role can access? (Choose two.)
答案：B,E
問題 #62
Which two steps are required to configure a Supervisor? (Choose two.)
答案：B,C
解題說明：
Supervisors in Cisco CCE have elevated capabilities compared to agents-they can monitor calls, barge in, view team reports, and send team messages. Proper configuration is required to grant these privileges within both the directory and CCE itself.
Why the Correct Answer is Right: C is correct because CCE uses Active Directory for user authentication. A Supervisor must have an AD account associated with the appropriate CCE security groups to access supervisor tools and CCE Admin. D is correct because in the Agent/Supervisor configuration in CCE Admin, the 'Is Supervisor' checkbox must be enabled. This flag grants supervisor-level permissions in Finesse and CCE, enabling team monitoring, barge-in, and the supervisor team gadget.
Why Each Incorrect Answer is Wrong: A is wrong because while supervisors are typically associated with teams, being assigned to 'only one' team is not a configuration requirement for setting up supervisor access. B is wrong because supervisors do not need to be directly assigned to Skill Groups or Precision Queues as a configuration requirement-this is relevant to agents. E is wrong because assigning to a Precision Queue is not a required step specifically for supervisor configuration.
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問題 #63
What are two default CCB VXML applications that could be modified? (Choose two.)
答案：B,D
解題說明：
Cisco Courtesy Callback (CCB) is a feature that allows callers to hang up and receive a callback when an agent becomes available, eliminating hold time. It uses VXML applications for its IVR interaction flows.
Why the Correct Answer is Right: A is correct because CallbackEntry is a default CCB VXML application delivered with Cisco CVP. It handles the initial interaction where the caller chooses to receive a callback- administrators can modify it to customize prompts and logic. E is correct because CallbackQueue is another default CCB VXML application that manages the queueing experience-playing hold music and managing the callback position. Both are modifiable to meet business requirements.
Why Each Incorrect Answer is Wrong: B is wrong because cvp_ccb-vxml.tcl is a Tcl script file used in IOS gateway configurations for CCB, not a VXML application modifiable in Call Studio. C is wrong because
'Callback Engine' is a conceptual component description, not a named VXML application file. D is wrong because 'BillingQueue' is not a default CCB VXML application-it does not exist in the standard Cisco Courtesy Callback application set.
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問題 #64
Which tool can be used to verify the configuration of Basic Call settings?
答案：D
解題說明：
the Call Tracer tool can be used to verify the configuration of Basic Call settings. This tool allows administrators to trace the progress of a call from the time it is placed until it is routed to the correct destination.
The tool used to verify the configuration of Basic Call settings in Cisco's contact center solutions is:D.Call Tracer:Call Tracer allows administrators to trace the call flow and verify how calls are handled based on the current configuration. It's an essential tool for diagnosing and troubleshooting call processing issues and ensuring that call settings are correctly configured.References:Cisco's documentation on tools and utilities for contact center solutions often includes information on Call Tracer and its use in verifying call configurations and troubleshooting call flow issues.
問題 #65
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