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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Overview | 20% | - Explain call flow - Describe access tools - Understand Contact Center basics - Describe CCE components and architecture |
| Topic 2: Reporting | 10% | - Utilize CUIC |
| Topic 3: Basic Calls and Agent settings | 20% | - Build basic ICM scripts - Configure basic agent functionality - Configure basic call treatment - Deploy basic call settings |
| Topic 4: Advanced Features | 10% | - Understand CCE features beyond default |
| Topic 5: Advanced Configuration | 20% | - Implement VXML applications - Configure RONA support - Configure roles and departments |
| Topic 6: Configuration and Implementation | 20% | - Utilize Finesse administration tool - Implement precision routing - Configure agent teams and supervisors |
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NEW QUESTION # 23
What are two tools an Agent Desktop Admin Role can access? (Choose two.)
Answer: B,D
Explanation:
In Cisco CCE, role-based access control defines which administrative tools different user roles can access.
The Agent Desktop Admin Role is specifically scoped to managing the agent desktop experience in Finesse.
Why the Correct Answer is Right: C is correct because the Agent Desktop Admin Role has access to configure Reason Codes in Finesse. Reason Codes are desktop-level configurations that define the options agents see when going to Not Ready or logging out-directly within the scope of desktop administration. D is correct because Workflows are configurable desktop automation rules that trigger actions based on call events. Managing Workflows falls within the Agent Desktop Admin Role's scope as a Finesse desktop configuration object.
Why Each Incorrect Answer is Wrong: A is wrong because Script Editor requires ICM Script Admin Role-it is a routing/scripting tool, not a desktop administration tool. B is wrong because Call Trace is a diagnostic tool requiring higher-level administrative access, not part of the Agent Desktop Admin Role's tool set. E is wrong because Config Manager Tools require the Config Manager Admin Role with significantly higher privileges than the Agent Desktop Admin Role.
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NEW QUESTION # 24
Where should the RONA setting be positioned the highest?
Answer: A
NEW QUESTION # 25
Which VVB CLI command can set an individual media file to an expired state?
Answer: C
Explanation:
The correct Command Line Interface (CLI) command to set an individual media file to an expired state in Cisco Virtualized Voice Browser (VVB) is:D.set VVB cache stale_cache_entry <cache_entry_url>This command is used to manually mark a specific media file in the cache as stale, forcing the VVB to fetch a fresh copy of the media file the next time it is requested.References:Cisco VVB administration guides and CLI reference documents provide detailed instructions on using CLI commands, including managing cache entries.
NEW QUESTION # 26
Which server holds the .wav files on a UCCE environment?
Answer: A
NEW QUESTION # 27
Which .bat file displays the status of the VXML server and the applications running?
Answer: D
NEW QUESTION # 28
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