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| Certification Vendor: | Cisco |
|---|---|
| Exam Name: | Administering Cisco Contact Center Enterprise |
| Exam Number: | 500-442 |
| Exam Duration: | 90 minutes |
| Real Exam Qty: | 45-55 |
| Certificate Validity Period: | 3 years |
| Exam Format: | Multiple choice, Drag and drop, Simulations |
| Exam Price: | $300 USD |
| Related Certifications: | Cisco Certified Specialist - Collaboration Applications |
| Available Languages: | English |
| Passing Score: | Variable (approx. 750-850 / 1000) |
| Recommended Training: | Administering Cisco Contact Center Enterprise (CCEA) Understanding Cisco Contact Center Enterprise Foundations (CCEF) |
| Exam Registration: | Pearson VUE |
| Sample Questions: | Cisco 500-442 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE test centers |
| Pre Condition: | No mandatory prerequisites; recommended knowledge: basic networking, Windows Active Directory, SQL, Unified Communications Manager, voice gateways |
| Official Syllabus URL: | https://www.cisco.com/c/en/us/training-events/training-certifications/exams/current-list/administering-cisco-contact-center-enterprise-ccea.html |
>> Latest 500-442 Questions <<
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Cisco 500-442 Exam covers a wide range of topics, including the installation and configuration of the CCE solution, resource management, monitoring and reporting, and troubleshooting. Candidates are required to have a solid understanding of the CCE solution's components, including the Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Customer Voice Portal (CVP), and Cisco Finesse.
NEW QUESTION # 20
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor.
Where can this task be accomplished?
Answer: C
NEW QUESTION # 21
Which two components are needed to setup RONA? (Choose two.)
Answer: A,E
Explanation:
To set up Ring No Answer (RONA) in a Cisco Contact Center Enterprise (CCE) environment, the two essential components are:B.Call Routing Logic:This involves configuring the call routing scripts or routing strategies to handle scenarios where an agent does not answer within a specified time, ensuring that the call is redirected or queued appropriately.C.System timers:These are configured to define the time duration an agent's phone rings before the call is considered unanswered (RONA). Adjusting these timers ensures that calls are managed efficiently and in a timely manner when agents are unavailable.References:Cisco's technical documentation for CCE includes sections on call routing and system configuration, which detail the setup and management of RONA settings and behaviors.
NEW QUESTION # 22
What are two descriptions for the Agent Targeting Rule? (Choose two.)
Answer: B,D
NEW QUESTION # 23
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment? (Choose two.)
Answer: B,D
Explanation:
In Cisco CCE, ICM (Intelligent Contact Management) is the routing brain. Before agents can receive calls, several configuration objects must be established to define agent competencies and behavior.
Why the Correct Answer is Right: A is correct because Skill Groups define the competencies an agent possesses (billing, technical support), and Skill Targets link agents to those groups-without this, the ICM routing script has no agent pool to select from. B is correct because Agent Desk Settings define how an agent interacts with the desktop, including wrap-up timers, reason codes, and auto-answer behavior-these must be configured and assigned for proper functionality.
Why Each Incorrect Answer is Wrong: C is wrong because Route Teams are a CCE construct but not a prerequisite for basic agent functionality. D is wrong because Agent Route Groups relate to routing logic groupings but are not among the primary prerequisites for basic agent operation. E is wrong because while administrators need accounts, configuring administrators is not an ICM task enabling agent functionality.
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NEW QUESTION # 24
When is the IVR leg established in a CCE Call Flow?
Answer: B
NEW QUESTION # 25
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