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Cisco 500-442 Certification Exam is designed for professionals who want to demonstrate their expertise in administering Cisco Contact Center Enterprise solutions. Administering Cisco Contact Center Enterprise certification is aimed at individuals who work in the field of contact center management and are responsible for designing, implementing, and maintaining Cisco Contact Center Enterprise solutions.
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Cisco 500-442 Exam is a 90-minute exam that consists of 65-75 multiple-choice and simulation questions. 500-442 exam is available in English and Japanese and can be taken at any Pearson VUE testing center worldwide. To prepare for the exam, Cisco offers official training courses, such as Administering Cisco Contact Center Enterprise (ACCE), and provides study materials, such as practice exams and learning labs.
NEW QUESTION # 50
What are the two main features of the Cisco VVB? (Choose two.)
Answer: C,E
Explanation:
The correct answer is A and E. The Cisco VVB has the following features:
* Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies1.
* Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent1.
* Provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities1.
* Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time1.
Option B is incorrect because it is the opposite of what Cisco VVB does.Cisco VVB allows customers, not agents, to use voice commands without interacting with an agent1.
Option C is incorrect because Cisco VVB supports multiple languages for ASR and TTS, not just one1.
Option D is incorrect because it confuses the roles of customers and agents.Cisco VVB provides better customer service, not agent service, by transferring customers to the right agent, not vice versa1.
NEW QUESTION # 51
What are two types of reports Cisco Unified Intelligence Center will provide? (Choose two.)
Answer: B,C
Explanation:
Cisco Unified Intelligence Center (CUIC) is the reporting engine for CCE, providing visibility into contact center performance. CUIC supports two fundamental reporting modes that serve different operational and analytical needs.
Why the Correct Answer is Right: B is correct because Real-time Reports display current operational data with near-instant refresh rates-showing active calls, agent states, queue depths, and service levels as they happen, essential for supervisors. C is correct because Historical Reports analyze data over a specified past time period-hourly, daily, weekly, or monthly-providing trend analysis and performance measurement.
Both are explicitly listed as CUIC primary capabilities in Cisco documentation.
Why Each Incorrect Answer is Wrong: A is wrong because TCP/IP disconnect reports are network-level diagnostics, not contact center operational reports provided by CUIC. D is wrong because Administration Audit Reports are provided by specialized audit logging tools, not as a primary CUIC report category. E is wrong because 'Call Routing Reports' is not a distinct CUIC report category-routing data is included within real-time and historical report categories.
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NEW QUESTION # 52
What value is used for Variable REQUERY_NO ANSWER?
Answer: B
Explanation:
In Cisco CCE routing scripts, the REQUERY variable is used to identify the reason a call is being re- submitted to the routing script (a re-query). Different numeric values indicate different re-query reasons, enabling scripts to handle each scenario appropriately.
Why the Correct Answer is Right: C is correct. The value 3 is the defined constant for REQUERY_NO_ANSWER in Cisco CCE ICM scripting. This value is returned when a call was presented to an agent who did not answer, and the system is re-queuing the call for routing. Script nodes check this variable to determine how to handle the re-queued call. This is documented in the Cisco ICM Scripting and Media Routing Guide.
Why Each Incorrect Answer is Wrong: A is wrong because value 1 typically corresponds to REQUERY_BUSY-indicating the agent extension was busy when the call was delivered. B is wrong because value 2 is typically used for REQUERY_TRANSFER_FAILED-indicating a call transfer attempt failed. D is wrong because value 4 is not the standard documented value for REQUERY_NO_ANSWER-the defined values are specific constants that must be used accurately in scripting logic.
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NEW QUESTION # 53
What is the goal of identifying a call type?
Answer: B
Explanation:
In Cisco CCE, a Call Type is a classification object that acts as a trigger for routing scripts. Every inbound contact is matched to a Call Type based on the Dialed Number (DN) and other criteria.
Why the Correct Answer is Right: C is correct. The Call Type's primary purpose is to map an inbound contact to the appropriate ICM Routing Script. The script then performs all decision logic-choosing skill targets, queuing, and selecting agents. Cisco documentation states Call Types are used to invoke specific routing scripts.
Why Each Incorrect Answer is Wrong: A is wrong because Skill Target selection occurs inside the routing script, not at the Call Type identification stage. B is wrong because MRD (Media Routing Domain) is determined during dialed number configuration, not by the Call Type itself. D is wrong because queue assignment is a script-level decision that happens after the Call Type invokes the script-it is a downstream consequence, not the purpose of Call Type identification.
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NEW QUESTION # 54
What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose two.)
Answer: C,D
Explanation:
The PTSN is responsible for routing the call to the agent. According to [5], the two primary roles of the PSTN and voice gateway in the Unified CCE solution are delivering the inbound call to the voice gateway and routing the call to the agent. The voice gateway may modify the digits presented to downstream devices, but it does not provide IVR functionality in a Contact Center deployment, nor is it responsible for routing the call to the agent.
NEW QUESTION # 55
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