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| Section | Objectives |
|---|---|
| Topic 1: Cisco Contact Center Enterprise Architecture | - Deployment models and system architecture - Core components overview (CUCM, CVP, UCCE) |
| Topic 2: System Administration | - Call routing and scripting basics - User and agent configuration |
| Topic 3: Troubleshooting and Monitoring | - Performance monitoring and fault isolation - Logging and diagnostics |
| Topic 4: Configuration and Maintenance | - System configuration management - Upgrades and lifecycle management |
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NEW QUESTION # 48
Which communication protocol is being used between PG/Router and Live Data to generate report information?
Answer: C
Explanation:
The communication protocol used between PG/Router and Live Data for generating report information is TCP (Transmission Control Protocol). TCP is a reliable, connection-oriented protocol, ensuring the accurate and ordered delivery of report data between these components. This is crucial for the real-time and historical reporting features in Cisco Contact Center environments, where data integrity and consistency are paramount.References:Cisco's technical documentation on Live Data and its integration with the ICM infrastructure often details the communication protocols and architecture used for reporting functions.
NEW QUESTION # 49
Which two steps are required to configure a Supervisor? (Choose two.)
Answer: B,C
Explanation:
C: make sure the Supervisor has an Active Directory Account: The Supervisor must have an Active Directory (AD) account in order to be able to log in to the Cisco Finesse web interface and manage the contact center operations.
D: ensure that "Is Supervisor" is checked: The Supervisor role must be assigned to the AD account. This can be done by navigating to the Cisco Unified Contact Center Enterprise Administration page and searching for the Supervisor's account. Once located, the "Is Supervisor" checkbox must be checked to give the account the necessary permissions to manage the contact center.
NEW QUESTION # 50
What are two channels or features supported by ECE? (Choose two.)
Answer: D,E
Explanation:
Cisco Enterprise Chat and Email (ECE) is the multichannel contact center solution that extends CCE beyond voice to handle digital customer interactions, routing them through the same CCE infrastructure as voice calls.
Why the Correct Answer is Right: B is correct because Chat is a primary channel supported by ECE. ECE enables web chat interactions where customers connect with agents through a chat widget on a website. Chat conversations are routed through CCE and handled by agents in the Finesse desktop. E is correct because Email is the other primary channel supported by ECE. ECE provides email management capabilities- inbound emails are queued, routed to appropriate agents, and tracked within the CCE environment with full reporting.
Why Each Incorrect Answer is Wrong: A is wrong because 'TSMS' is not a standard channel supported by Cisco ECE and is not a recognized digital channel designation in Cisco CCE documentation. C is wrong because Courtesy Callback is a CVP feature (not an ECE channel) that allows voice callers to request a callback instead of holding. D is wrong because while 'Callback' as a generic concept exists, it is not an ECE channel-ECE specifically handles Chat, Email, and related web-based digital interactions.
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NEW QUESTION # 51
What are two channels or features supported by ECE? (Choose two.)
Answer: B,E
NEW QUESTION # 52
What are the two main features of the Cisco VVB? (Choose two.)
Answer: A,C
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 # 53
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