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| Section | Weight | Objectives |
|---|---|---|
| Configuration and Implementation | 20% | - Configure agent teams and supervisors - Utilize Finesse administration tool - Implement precision routing |
| Overview | 20% | - Understand Contact Center basics - Describe access tools - Describe CCE components and architecture - Explain call flow |
| Basic Calls and Agent Settings | 20% | - Configure basic call treatment - Build basic ICM scripts - Deploy basic call settings - Configure basic agent functionality |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Advanced Configuration | 20% | - Configure RONA support - Implement VXML applications - Configure roles and departments |
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NEW QUESTION # 36
Which two components must a script be associated with to run? (Choose two.)
Answer: B,E
Explanation:
In Cisco CCE, routing scripts do not run independently-they must be associated with specific configuration objects that trigger their execution when a contact arrives. These associations define the execution pathway from incoming contact to script.
Why the Correct Answer is Right: D is correct because a Routing Script must be associated with a Call Type.
The Call Type determines which script runs for a given contact. E is correct because a Dialed Number (DN) is mapped to a Call Type, which in turn triggers the script. The DN is the entry point-when a caller dials a specific number, the DN identifies the Call Type, which invokes the associated script.
Why Each Incorrect Answer is Wrong: A is wrong because CED (Caller Entered Digits) is a data element, not a configuration object that scripts are associated with to run. B is wrong because Media Routing Domains classify the type of media but scripts are not directly associated with MRDs to trigger execution. C is wrong because Skill Targets are selected within scripts by routing nodes, but scripts are not associated with Skill Targets to trigger their execution.
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NEW QUESTION # 37
What value is used for Variable REQUERY_NO ANSWER?
Answer: B
Explanation:
The value used for VariableREQUERY_NO_ANSWERis A. 1. This variable is typically used in scripting to handle situations where a requery is necessary due to no answer conditions. Setting this variable to 1 enables specific routing behaviors or actions in response to no answer scenarios, improving call handling and routing efficiency.References:Cisco's Scripting and Configuration documentation for Contact Center solutions often includes information on system variables likeREQUERY_NO_ANSWER, detailing their usage and impact on call routing logic.
NEW QUESTION # 38
Which communication protocol is being used between PG/Router and Live Data to generate report information?
Answer: D
NEW QUESTION # 39
How many teams can an Agent be a part of?
Answer: C
NEW QUESTION # 40
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?
Answer: B
NEW QUESTION # 41
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