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Cisco 500-442 Exam Syllabus Topics:

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

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q24-Q29):

NEW QUESTION # 24
What are the two main features of the Cisco VVB? (Choose two.)

A. supports only one language for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
B. allows customers to retrieve the required information through voice commands without interacting with an agent
C. allows an agent to retrieve the required information through voice commands without interacting with a customer
D. provides a more comprehensive and effective agent service by efficiently handling call traffic with self-service or fast transfer to the correct customer the first time
E. provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities

Answer: B,E

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 # 25
How are additional ICM Tools added?

A. Script Editor is available in the PG and ICM Router server.
B. The Logger Server node will add the additional tools provided in the Administration Tools folder.
C. PG Server node will add the additional tools provided in the Administration Tools folder.
D. Admin Server node will add the additional tools provided in the Administration Tools folder.

Answer: A

NEW QUESTION # 26
What are two default CCB VXML applications that could be modified? (Choose two.)

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

Answer: A,B

Explanation:
In the context of Cisco Customer Voice Portal (CVP), two default Call Studio VXML applications that could be modified are:A.CallbackEntry:This application handles the initial interaction with callers when they choose to use a callback feature, collecting necessary information and initiating the callback process.E.CallbackQueue:This application manages the queuing logic for callbacks, ensuring that callback requests are processed in an orderly manner and according to predefined rules and priorities.References:Cisco CVP and Call Studio documentation provide insights into the default VXML applications, including CallbackEntry and CallbackQueue, and how they can be customized or modified to meet specific Contact Center requirements.

NEW QUESTION # 27
How many teams can an Agent be a part of?

A. 0
B. 1
C. 2
D. unlimited

Answer: C

NEW QUESTION # 28
What value is used for Variable REQUERY_NO ANSWER?

A. 0
B. 1
C. 2
D. 3

Answer: B

NEW QUESTION # 29
......

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