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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Implement webhooks and developer APIs to support external database queries
|
| Tenant Configuration and Reporting | 30% | - 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 - Describe network requirements for Webex Contact Center systems - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure desktop layouts and custom desktop profiles for agents and supervisors - Analyze real-time and historical dashboards to isolate operational constraints |
| Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Telephony and Call Routing | 30% | - Troubleshoot voice channels configuration mismatches
- Configure inbound and outdial telephony options for Webex Contact Center agents |
>> 300-830 Valid Test Objectives <<
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NEW QUESTION # 13
A user has the agent role and needs a desktop experience that meets these requirements: stops receiving inbound engagements without affecting KPIs can transfer calls to frequent destinations can categorize the call intent .
Drag and drop the actions that must be performed from the left onto the right to configure WxCC to accomplish this goal. Actions can be placed in any order. Not all options are used.
Answer:
Explanation:
Explanation:
Create idle codes and add them to the desktop profile.
Create an address book and add it to the desktop profile.
Create wrap-up codes and add them to the desktop profile.
The requested desktop experience maps to three desktop-profile objects. First, to stop receiving inbound engagements without hurting KPIs, agents need an idle code configured in the desktop profile. Idle codes allow agents to move out of available status for recognized reasons rather than appearing as missed or mishandled contacts. Second, to transfer calls to frequent destinations, the administrator creates an address book and assigns it to the desktop profile so those destinations are available in Agent Desktop consult and transfer workflows. Third, to categorize the call intent, wrap-up codes must be created and added to the desktop profile so agents can classify the interaction after handling. A multimedia profile set to Exclusive would restrict simultaneous contacts, but it does not address transfer destinations, KPI-safe unavailable states, or call intent classification. Screen pop settings are related to CRM display behavior, not this stated goal.
Reference: Cisco Help, Manage desktop profiles; Webex Contact Center Setup and Administration Guide.
NEW QUESTION # 14
What are the two types of Local Gateway trunking models with Webex Calling? (Choose two.)
Answer: C,E
Explanation:
Cisco documents two Local Gateway trunking models for Webex Calling: registration-based trunks and certificate-based trunks. A registration-based trunk has the local gateway maintain SIP registration toward Webex Calling, and the signaling relationship is established through that registration. Cisco's trunk and dial plan documentation describes this model as an implicit connection based on the gateway's registration. A certificate-based trunk uses mutual TLS and certificate trust to authenticate signaling without SIP registration in the same way. These are the formal trunking choices used when integrating on-premises voice infrastructure with Webex Calling and, by extension, supporting Webex Contact Center telephony designs that use Local Gateway. DNS-based trunks are not a Cisco trunking model name in this context. PSTN trunks and enterprise trunks are generic or design descriptions, not the two Local Gateway models. For 300-830, the key is recognizing the official Webex Calling trunk model terminology. Reference: Cisco Help, Configure Local Gateway on Cisco IOS XE for Webex Calling; Configure trunks, route groups, and dial plans for Webex Calling.
NEW QUESTION # 15
A Webex Contact Center manager wants to verify which contact sessions were recorded.
Which stock report in Webex Contact Center Analyzer must be used to achieve the goal?
Answer: B
Explanation:
To verify which contact sessions were recorded, the manager needs a contact-session report, not a team or site inventory report. Cisco's Analyzer stock reports include CSR reports that are based on Customer Session Record data. The CSR Report - Yesterday is a stock historical report suitable for reviewing completed customer sessions and whether those sessions include recording-related indicators. Team Contact Details and Site Contact Details can be useful for operational breakdowns by team or site, but the question asks which contact sessions were recorded, which aligns with the customer session record. A Usage Report is generally used for consumption or system usage and is not the direct stock report for contact session recording verification. The exam wording points to the standard Analyzer repository/reporting structure: CSR summarizes the end-to-end customer interaction and is the right source when validating recorded contact sessions. Reference: Cisco Help, Webex Contact Center Analyzer User Guide; Webex Contact Center Analyzer Stock Reports.
NEW QUESTION # 16
Which statement describes the PSTN media and signaling requirements for calls arriving at Webex Contact Center?
Answer: B
Explanation:
For PSTN calls arriving at Webex Contact Center, the safe media statement is that the supported voice codecs are G.711 mu-law and G.711 A-law. Cisco's Webex Contact Center telephony material emphasizes PSTN and Local Gateway interoperability through standard SIP media, and the exam objective expects knowledge of codec compatibility at the service edge. Opus is widely used in WebRTC and collaboration media contexts, but it is not natively supported for PSTN ingress into Webex Contact Center without appropriate interworking or transcoding in the overall design. SIP early media support also must not be assumed as fully supported in every Webex Contact Center call path. DTMF handling is important, but the option saying it can use out-of- band is not the most accurate description of the PSTN media requirement in this question. The codec restriction is the definitive media requirement and is why option B is correct. Reference: Cisco Help, Set up voice channels for Webex Contact Center; Webex Contact Center architecture and telephony documentation.
NEW QUESTION # 17
A Webex Contact Center deployment includes multiple communication channels. Management wants interactions automatically routed to the most qualified agents based on skill level. Which routing strategy should be used?
Answer: A
Explanation:
Skills-based routing evaluates agent competencies and routes interactions according to predefined skill attributes and proficiency levels. This improves customer experience and first- contact resolution. Round robin and longest available methods distribute workload but do not consider specialized agent expertise.
NEW QUESTION # 18
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