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| Section | Objectives |
|---|---|
| Troubleshooting and Monitoring | - Performance monitoring and fault isolation - Logging and diagnostics |
| Configuration and Maintenance | - Upgrades and lifecycle management - System configuration management |
| Cisco Contact Center Enterprise Architecture | - Core components overview (CUCM, CVP, UCCE) - Deployment models and system architecture |
| System Administration | - Call routing and scripting basics - User and agent configuration |
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NEW QUESTION # 11
Which two functionalities should a Contact Center typically be provided? (Choose two.)
Answer: A,B
Explanation:
A Contact Center typically needs to provide the following functionalities:A.Skill-Based Routing:This functionality allows the Contact Center to route calls to the most appropriate agent based on their skills, ensuring that customers are matched with agents who can best address their needs.C.IVR and Queuing:Interactive Voice Response (IVR) systems and queuing mechanisms are crucial for managing incoming calls, providing self-service options, and efficiently managing caller wait times until an appropriate agent is available.References:Cisco's documentation on Contact Center solutions, including Unified Contact Center Enterprise (UCCE), often highlights the importance of Skill-Based Routing and IVR/Queuing functionalities in providing effective customer service.
NEW QUESTION # 12
Which two steps are required to configure a Supervisor? (Choose two.)
Answer: C,D
Explanation:
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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NEW QUESTION # 13
How can the Extension Mobility feature be described?
Answer: D
Explanation:
Explanation
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_5_2/ccmfeat/CUCM_BK_C3A84B33_0
NEW QUESTION # 14
When is the IVR leg established in a CCE Call Flow?
Answer: C
NEW QUESTION # 15
What are two tools an Agent Desktop Admin Role can access? (Choose two.)
Answer: D,E
NEW QUESTION # 16
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