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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Overview | 20% | - Describe access tools - Understand Contact Center basics - Describe CCE components and architecture - Explain call flow |
| Topic 2: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Topic 3: Configuration and Implementation | 20% | - Implement precision routing - Configure agent teams and supervisors - Utilize Finesse administration tool |
| Topic 4: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 5: Basic Calls and Agent Settings | 20% | - Build basic ICM scripts - Configure basic agent functionality - Deploy basic call settings - Configure basic call treatment |
| Topic 6: Advanced Configuration | 20% | - Configure RONA support - Configure roles and departments - Implement VXML applications |
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NEW QUESTION # 34
Which VVB CLI command can set an individual media file to an expired state?
Answer: C
Explanation:
The correct Command Line Interface (CLI) command to set an individual media file to an expired state in Cisco Virtualized Voice Browser (VVB) is:D.set VVB cache stale_cache_entry <cache_entry_url>This command is used to manually mark a specific media file in the cache as stale, forcing the VVB to fetch a fresh copy of the media file the next time it is requested.References:Cisco VVB administration guides and CLI reference documents provide detailed instructions on using CLI commands, including managing cache entries.
NEW QUESTION # 35
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?
Answer: B
Explanation:
The Cisco ICM Script Editor has multiple operating modes that control how administrators can interact with scripts. Each mode has a distinct visual appearance to prevent accidental modifications to production scripts.
Why the Correct Answer is Right: B is correct. In the ICM Script Editor, Edit mode is visually identified by a bright white background with black dots (a dotted grid pattern). This mode allows full modification of the script-adding, removing, and repositioning nodes. The visual indicator helps distinguish it from read-only modes.
Why Each Incorrect Answer is Wrong: A is wrong because Monitor mode displays the script with call activity highlighted in real time, showing active call paths with a different visual treatment-not a plain white dotted background. C is wrong because Browse mode is a read-only view used to inspect scripts without making changes and has a different visual presentation, typically a grey or neutral background. D is wrong because Quick Edit mode allows minor edits without entering full Edit mode but does not produce the bright white
/black dot appearance.
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NEW QUESTION # 36
Which microapp is used to gather information from the caller?
Answer: D
Explanation:
Cisco CVP microapps are pre-built VXML application components that handle common IVR interactions without requiring full Call Studio development. They cover standard use cases like playing audio and collecting input.
Why the Correct Answer is Right: C is correct. The Get Digits microapp prompts the caller and collects DTMF (touch-tone) input-for example, account numbers, PINs, or menu selections. It is the standard tool for gathering information from callers using keypad input in a CVP self-service IVR, as documented in the Cisco CVP Operations Guide.
Why Each Incorrect Answer is Wrong: A is wrong because 'Play Digit' is not a recognized standard CVP microapp. The standard microapps include Play Media, Get Digits, Get Speech, Menu, and ECC Variable. B is wrong because Play Media plays audio files to the caller but does not collect any input-it is output only. D is wrong because Get Speech collects voice input via ASR, not DTMF digits; while it can gather information, Get Digits is the specific answer for keypad-based information gathering.
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NEW QUESTION # 37
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?
Answer: D
Explanation:
Understanding the precise sequence of events in a CCE call flow is fundamental to troubleshooting and design. The call flow begins at the PSTN/Ingress Gateway and proceeds through multiple components in a defined order.
Why the Correct Answer is Right: D is correct. The very next step after the call arrives and is held on the Ingress Gateway is that the Gateway uses a configured Dial Peer to deliver a SIP INVITE message to the CVP server. The Dial Peer matches the dialed number and routes the SIP signaling to CVP. This is step 2 in the documented Cisco CCE Call Flow in the SRND.
Why Each Incorrect Answer is Wrong: A is wrong because ICM running a Routing Script happens much later-after CVP has received the SIP INVITE, sent a Route Request to ICM, and ICM has begun processing.
B is wrong because CVP delivers a Route Request to ICM after receiving the SIP INVITE-this is step 3 or 4 in the sequence, not immediately after the gateway holds the call. C is wrong because CVP establishing the HTTP link with VVB occurs after ICM has responded with a VRU label-this is step 5 or later in the flow.
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NEW QUESTION # 38
What are the two main features of the Cisco VVB? (Choose two.)
Answer: C,E
Explanation:
Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. 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 technologies. * 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 agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configuration/guide/cvvb_b_ciscovvb-administration-and-configuration-guide/cvvb_b_ciscovvb-administration-and-configuration-guide_chapter_01.pdf
NEW QUESTION # 39
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