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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
| Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Describe AI capabilities within Webex Contact Center architectures
|
| Tenant Configuration and Reporting | 30% | - Analyze real-time and historical dashboards to isolate operational constraints - Configure multi-tier customer experience variables and thresholds - Configure Webex Contact Center users and identity records - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure desktop layouts and custom desktop profiles for agents and supervisors - Describe Webex Contact Center reporting analytics and data visibility tracking - Describe network requirements for Webex Contact Center systems |
| Telephony and Call Routing | 30% | - Configure Webex Contact Center telephony integration and system interfaces - Configure inbound and outdial telephony options for Webex Contact Center agents - Describe Webex Contact Center telephony architecture options
|
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NEW QUESTION # 52
Which API scope is required for a REST PUT request to /organization/{orgid}/v2/contact-service- queue/{id}?
Answer: A
Explanation:
A REST PUT request modifies an organization-level Contact Service Queue resource, so it requires the organization administration write scope. This scope grants permission to update configuration objects for the organization.
NEW QUESTION # 53
An administrator must set up a way to authenticate users via SMS using a randomly generated passcode.
Which two nodes in Webex Connect are needed to implement this authentication? (Choose two.)
Answer: A,B
Explanation:
SMS-based one-time passcode authentication requires generating the passcode and sending it to the user over SMS. Webex Connect includes a Generate OTP node for creating the random passcode and an SMS node for delivering the generated value to the customer's mobile number. Those two nodes form the minimum authentication workflow. A Profile node can retrieve or update customer profile information but does not generate or deliver the passcode. A Data Parser node can parse structured responses, which is useful after API calls, but it is not required to create and transmit an OTP. An Evaluate node can compare the customer's submitted passcode to the stored/generated value later in the flow, but the question asks which two nodes are needed to implement authentication via SMS using a randomly generated passcode. The foundational nodes are Generate OTP and SMS. Reference: Webex Connect Help, Generate OTP node; SMS Node; Webex Connect flow builder documentation.
NEW QUESTION # 54
Which configuration action must be taken to enable the real-time transcripts AI Assistant feature?
Answer: A
Explanation:
Real-time transcripts require the media stream to start before the conversation is sent to the queue or agent.
Cisco's AI Assistant real-time transcription feature depends on capturing and streaming the call audio so the platform can produce transcript data for the agent and downstream AI features. If the Media Stream node is placed after the Agent Answered event, the transcript starts too late and misses the early customer interaction and queue/agent transition context. A Condition node can be useful for branching but does not enable transcription by itself. Configuring a Scripted AI Agent is unrelated to enabling AI Assistant real-time transcripts for a live-agent call. The correct flow action is to add the Media Stream node before the call reaches the queue or agent so the media is available for transcription at the right point in the call lifecycle.
Reference: Cisco Help, Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist; AI Assistant reports in Analyzer.
NEW QUESTION # 55
Cisco Webex Contact Center uses Local Gateway for PSTN services. The Webex Contact Center supervisor notices that callers receive the initial greeting, which allows them to select an option, and then the call drops.
Which action helps to identify the cause of the issue?
Answer: A
Explanation:
The call reaches the initial greeting and accepts an IVR option, so the Local Gateway and inbound call delivery are working at least through the first media and signaling stage. The failure occurs after the caller makes a menu selection, which points at the flow branch or the next activity after that menu, not at the trunk itself. Cisco's Flow Designer documentation explains that flows define what happens at each stage of a call, including prompts, menu handling, queueing, transfers, and disconnect behavior. If a branch after the selected option has an invalid Queue Contact configuration, an invalid transfer destination, an unhandled error, or an incorrect terminal node, the customer may hear the greeting and then be disconnected. Analyzer can confirm call records after the fact, but the fastest root-cause path is to inspect the flow configuration and the branch selected by the caller. Queue or channel association issues would usually prevent reaching the intended IVR stage. Reference: Cisco Help, Build and manage flows with Flow Designer; Understand Routing and Queueing in Webex Contact Center.
NEW QUESTION # 56
A major corporation wants to migrate to Webex Contact Center but requires that the current PSTN carrier and enterprise PBX based agents be retained in its on-premises environment.
Which action must the engineer take to meet this requirement?
Answer: D
Explanation:
A Local Gateway design is the correct migration pattern when the enterprise wants to retain an existing PSTN carrier and on-premises PBX-based agent environment. Cisco positions Local Gateway as the component that integrates the existing on-premises deployment with Webex Calling, allowing organizations to migrate at their own pace while continuing to use existing PSTN and call-control investments. In this design, an on-premises SBC, commonly Cisco Unified Border Element or another supported border element, routes calls between the enterprise environment and Webex Calling/Webex Contact Center. Porting DIDs to Cisco Calling Plan would replace the PSTN arrangement rather than retain it. Asking the PSTN carrier to forward all contact center numbers to Webex Calling may work for a simple design, but it does not retain PBX-based routing and agent connectivity in the same controlled way. The requirement is implementable, and Local Gateway is the documented method. Reference: Cisco Help, Get started with Local Gateway; Webex Contact Center Data Sheet.
NEW QUESTION # 57
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