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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Inbound and outbound telephony settings - Voice channel troubleshooting - Telephony integration configuration - Webex Contact Center telephony architecture options - Voice call routing components configuration |
| Topic 2: Advanced Features and AI | 25% | - AI-powered routing and automation - Analytics and optimization - Advanced workflow design - Third-party integrations and APIs |
| Topic 3: Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
| Topic 4: Tenant Configuration and Reporting | 30% | - User and team configuration - Network requirements for Webex Contact Center - Reporting dashboards and visualizations - Agent and supervisor desktop setup - Call recording configuration |
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NEW QUESTION # 14
A Webex Contact Center environment uses only Webex Calling registered endpoints for agent connection and requires that unanswered customer calls are requeued to be handled by the next available agent. Any direct unanswered call to the agent must roll to their designated voicemail.
Which configuration meets this requirement?
Answer: A
Explanation:
RONA must expire before voicemail answers. Cisco's voice channel guidance for Webex Contact Center and Webex Calling explains that, when agents use Webex Calling endpoints, unanswered contact center calls should be redirected back to the contact center queue before the endpoint's voicemail rule answers. If voicemail answers first, the customer call is effectively consumed by the agent's mailbox instead of being requeued for the next available agent. Setting the RONA timer shorter than the voicemail ring interval causes the contact center platform to classify the offered contact as no-answer and requeue it. Direct calls to the agent still follow the normal Webex Calling voicemail configuration, so voicemail continues to work for non- contact-center calls. Making RONA longer than voicemail is exactly the wrong direction. Two lines may help operational separation but are not required for this behavior. Disabling voicemail would break the stated requirement that direct unanswered calls roll to voicemail. Reference: Cisco Help, Set up voice channels for Webex Contact Center.
NEW QUESTION # 15
An administrator is designing a flow in Webex Connect that includes a Scheduled Callback activity node.
Which two values must be provided to configure the Scheduled Callback node successfully? (Choose two.)
Answer: A,D
Explanation:
A Scheduled Callback activity must know when the callback should occur and the timezone in which that schedule should be interpreted. Cisco's callback scheduling API and Webex Connect scheduling behavior use normalized date/time inputs so a callback is created at the expected customer time. The date format in the answer set is YYYY-MM-DD, which is the standard year-month-day format used by modern APIs and scheduling fields. The timezone is required because the same date and time can represent different UTC instants depending on the caller's or business's region. Customer name and phone ANI may be useful data in a broader callback workflow, but they are not the two key values asked here for configuring the Scheduled Callback node successfully. The YYYY-DD-MM format is not the accepted ordering and would create ambiguous or invalid schedules. The correct pair is therefore schedule date in YYYY-MM-DD format and schedule timezone. Reference: Webex Developer, Callback Schedule API; Webex Connect Help, Event Scheduler and scheduled flow activities.
NEW QUESTION # 16
An administrator notices that agents receive chat requests even though their status is set to Away vailable for voice only.?Which configuration is MOST likely causing the issue?
Answer: C
Explanation:
Multimedia profiles define which communication channels agents can handle, including voice, chat, email, and social messaging. If chat requests are still delivered, the multimedia profile likely permits chat interactions despite the agent's intended voice-only availability. Team settings do not override multimedia channel permissions directly.
NEW QUESTION # 17
Refer to the exhibit.
A Webex Contact Center agent-initiated outbound email did not reach the recipient. While investigating, a Webex Contact Center engineer sees this output in Webex Connect Debug Console tool .
Which two mistakes cause this issue? (Choose two.)
Answer: B,D
Explanation:
The Debug Console exhibit shows an SMTP failure for an outbound email transaction. In Webex Connect email asset configuration, the service provider settings must match the SMTP connection requirements, including the server address, port, authentication method, and security method. The failure pattern represented in this question points to connection-level SMTP mistakes: an incorrect SMTP server port and an incorrect SMTP security method. Those two errors commonly prevent the platform from establishing or negotiating the SMTP session at all. An incorrect username would usually produce an authentication failure after the connection is made, and an incorrect server address would present a DNS or host connection error rather than the specific pairing shown. The asset not being registered to Webex Engage affects channel registration and conversation use cases, but the exhibit specifically identifies SMTP failure in the email channel. Therefore the port and security method are the two configuration mistakes. Reference: Webex Connect Help, Email - WXCC; Webex Connect Help, Debug Console.
NEW QUESTION # 18
Quantum Innovations wants to automate the handling of these customer queries: product warranty details current promotions delivery timelines nearest store based on a postal code The solution must provide accurate responses quickly and consistently .
Which solution meets the customer requirements?
Answer: B
Explanation:
The customer wants fast, accurate, consistent responses across multiple knowledge-driven topics: warranty details, promotions, delivery timelines, and nearest-store lookup by postal code. A traditional IVR menu can route callers through static options, but it does not answer varied natural-language questions well. A live agent can answer them, but that does not meet the automation and consistency requirement. A scripted AI agent follows defined paths and is useful when the conversation is highly controlled, but it is less suitable when the customer may ask different factual questions that need retrieval from knowledge or business systems. Cisco Webex AI Agent Studio distinguishes autonomous AI agents for more flexible customer interactions based on configured knowledge, tools, and fulfillment behavior. An autonomous AI agent can interpret the request, use the appropriate knowledge or lookup path, and respond consistently without waiting for a human. That makes it the best fit for this use case. Reference: Cisco Help, Webex AI Agent Studio Administration guide; Use AI agents for customer interactions.
NEW QUESTION # 19
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