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Cisco 500-442 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Configuration and Implementation	20%	- Utilize Finesse administration tool - Implement precision routing - Configure agent teams and supervisors
Topic 2: Overview	20%	- Understand Contact Center basics - Explain call flow - Describe access tools - Describe CCE components and architecture
Topic 3: Advanced Configuration	20%	- Implement VXML applications - Configure RONA support - Configure roles and departments
Topic 4: Advanced Features	10%	- Understand CCE features beyond default
Topic 5: Basic Calls and Agent settings	20%	- Build basic ICM scripts - Configure basic call treatment - Configure basic agent functionality - Deploy basic call settings
Topic 6: Reporting	10%	- Utilize CUIC

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q11-Q16):

NEW QUESTION # 11
Which two steps are involved in configuring and evaluating business in an ICM script? (Choose two.)

A. Configure Business Hours under Organizational Setup > Business hours under CCE Admin
B. Configure set variable in ICM script editor
C. Configure Business Hours under Organizational Setup > Departments under CCE Admin
D. Configure an IF node in ICM script editor
E. Use the expression BusinessHourStatus.<Calendar Name> . BusinessHours in the IF node.

Answer: A,D

Explanation:
in order to configure and evaluate business hours in an ICM script, you must first configure the Business Hours under Organizational Setup > Business Hours in CCE Admin. Once the Business Hours are configured, you then need to configure an IF node in the ICM script editor, using the expression BusinessHourStatus.<Calendar Name>.BusinessHours. This expression will then evaluate to True or False depending on whether the current time falls within the configured Business Hours or not.
When configuring and evaluating business hours in an ICM script, the key steps involve:B.Configure Business Hours under Organizational Setup > Business hours in CCE Admin:This step is crucial for defining the operational hours during which certain routing decisions or scripts should be active.E.Configure an IF node in ICM script editor:The IF node in the script is used to evaluate whether the current time falls within the defined business hours. Based on this evaluation, the script can route the call differently, enable or disable certain features, or make other adjustments to call handling.References:The process of setting up business hours and incorporating them into routing scripts is detailed in Cisco's ICM scripting and administration guides.

NEW QUESTION # 12
What is the goal of identifying a call type?

A. to ensure the contact is handled by the correct CCE Routing Script
B. to ensure the correct Skill Target is selected
C. to ensure the call reaches the agent in the correct queue
D. to ensure the call goes to the correct MRD

Answer: B

NEW QUESTION # 13
Which two role types have access to CUIC reporting objects maintained through a system of Roles and Permissions? (Choose two.)

A. Dashboard Administrator
B. Report Definition Designer
C. Report Designer
D. Security Configuration Designer
E. Security Administrator

Answer: B,C

Explanation:
Within Cisco Unified Intelligence Center (CUIC), the two role types that have access to reporting objects, maintained through a system of Roles and Permissions, include:A.Report Designer:This role is responsible for creating and modifying reports within CUIC, tailoring them to meet specific informational needs.D.Report Definition Designer:This role involves defining the structure and sources of data for reports, ensuring that the reports provide relevant and accurate information.References:Cisco CUIC documentation, which covers the platform's roles and permissions model, details the responsibilities and access levels of different roles, including Report Designer and Report Definition Designer.

NEW QUESTION # 14
What are two descriptions for the Agent Targeting Rule? (Choose two.)

A. Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE VRU Peripheral Gateways (PG).
B. Agent Targeting Rule configuration simplifies the Mobile Agent configuration for the CCE Agent Peripheral Gateways (PG).
C. The Agent Targeting Rule allows configuration of Media groups by specifying the Agent id range and valid Routing Clients.
D. The Agent Targeting Rule allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients.
E. Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG).

Answer: D,E

NEW QUESTION # 15
What are two default CCB VXML applications that could be modified? (Choose two.)

A. CallbackEntry
B. CallbackQueue
C. cvp_ccb-vxml.tcl
D. BillingQueue
E. Callback Engine

Answer: A,C

NEW QUESTION # 16
......

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