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| Certification Vendor: | Cisco |
|---|---|
| Exam Name: | Administering Cisco Contact Center Enterprise |
| Exam Number: | 500-442 |
| Available Languages: | English |
| Exam Duration: | 90 minutes |
| Related Certifications: | Unified Contact Center Enterprise Specialization |
| Sample Questions: | Cisco 500-442 Sample Questions |
| Official Syllabus URL: | https://www.cisco.com/site/us/en/learn/training-certifications/exams/ccea.html |
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Cisco 500-442 (Administering Cisco Contact Center Enterprise) Certification Exam is designed for professionals who are looking to enhance their career in contact center enterprise administration. Administering Cisco Contact Center Enterprise certification exam validates the knowledge and skills required to administer, configure, operate and maintain Cisco Contact Center Enterprise solutions. 500-442 Exam covers a wide range of topics, including but not limited to, Cisco Finesse, Cisco Unified Intelligence Center, Cisco Unified Contact Center Enterprise, Cisco Unified Communications Manager, and Cisco Unified Contact Center Express.
NEW QUESTION # 32
What are the two main features of the Cisco VVB? (Choose two.)
Answer: C,D
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 # 33
Which two components are needed to setup RONA? (Choose two.)
Answer: A,B
NEW QUESTION # 34
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)
Answer: A,E
Explanation:
The Cisco CCE Web Administration (CCE Admin) tool is a browser-based interface for managing agents, teams, skill groups, and other operational objects in a CCE deployment.
Why the Correct Answer is Right: B is correct because Agents are fully configurable from the CCE Web Admin tool-administrators can create, edit, and manage agent profiles including attributes, skill groups, and desk settings. C is correct because Routing Scripts can be viewed and associated with call types via CCE Admin, and the Script Editor is accessible through this interface.
Why Each Incorrect Answer is Wrong: A is wrong because Dialed Numbers are configured through the Configuration Manager, not the Web Admin tool directly. D is wrong because Administrative Scripts are managed via the Script Editor, a separate tool. E is wrong because Deleted Objects is a utility in Configuration Manager used for purging objects, not accessible through Web Admin.
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NEW QUESTION # 35
What is the maximum number of attributes that can be assigned to an Agent?
Answer: B
Explanation:
In Cisco Contact Center Enterprise (CCE) environments, an agent can be assigned a maximum of 50 attributes. These attributes can include skills, proficiency levels, and other characteristics that help in routing calls to the most appropriate agent based on the requirements of the incoming contact and the agent's expertise.References:This information is typically found in Cisco CCE documentation, particularly in sections related to agent configuration and skill management.
NEW QUESTION # 36
Which two steps are required to configure a Supervisor? (Choose two.)
Answer: D,E
NEW QUESTION # 37
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