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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Voice channel troubleshooting - Inbound and outbound telephony settings - Voice call routing components configuration - Webex Contact Center telephony architecture options - Telephony integration configuration |
| Topic 2: Tenant Configuration and Reporting | 30% | - Agent and supervisor desktop setup - User and team configuration - Call recording configuration - Reporting dashboards and visualizations - Network requirements for Webex Contact Center |
| Topic 3: Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital contact routing configuration - Digital channel troubleshooting |
| Topic 4: Advanced Features and AI | 25% | - AI-powered routing and automation - Advanced workflow design - Third-party integrations and APIs - Analytics and optimization |
>> Exam 300-830 Introduction <<
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NEW QUESTION # 21
A major corporation wants to migrate to Webex Contact Center but requires that the current PSTN carrier and enterprise PBX based agents be retained in its on-premises environment.
Which action must the engineer take to meet this requirement?
Answer: C
Explanation:
A Local Gateway design is the correct migration pattern when the enterprise wants to retain an existing PSTN carrier and on-premises PBX-based agent environment. Cisco positions Local Gateway as the component that integrates the existing on-premises deployment with Webex Calling, allowing organizations to migrate at their own pace while continuing to use existing PSTN and call-control investments. In this design, an on-premises SBC, commonly Cisco Unified Border Element or another supported border element, routes calls between the enterprise environment and Webex Calling/Webex Contact Center. Porting DIDs to Cisco Calling Plan would replace the PSTN arrangement rather than retain it. Asking the PSTN carrier to forward all contact center numbers to Webex Calling may work for a simple design, but it does not retain PBX-based routing and agent connectivity in the same controlled way. The requirement is implementable, and Local Gateway is the documented method. Reference: Cisco Help, Get started with Local Gateway; Webex Contact Center Data Sheet.
NEW QUESTION # 22
A supervisor within your organization must be able to record agent desktop screens with call audio to enhance application usage and process compliance during customer interactions in Webex Contact Center. Which two functionalities must the administrator configure to ensure that the feature is properly set up and working correctly? (Choose two.)
Answer: A,C
Explanation:
Screen recording with call audio in Webex Contact Center is configured through Webex Workforce Optimization, and agents must have the appropriate Quality Management licensing enabled so their desktop activity and associated interaction audio can be captured for evaluation and compliance.
NEW QUESTION # 23
As per the policy, the business requires explicit permission from the caller before any interaction can be recorded in the contact center. To manage this, the flow includes a Menu IVR activity that presents recording consent options to the caller. The caller's choice is logged and then passed as input to the Recording Control activity element of the flow.
Which two statements are true based on the functionality and rules of the Recording Control activity? (Choose two.)
Answer: B,C
Explanation:
Cisco's Recording Control activity gives caller consent precedence over tenant, queue, and recording schedule settings. In the documented precedence order, if user consent is set to Yes in the flow, the call is recorded regardless of the recording configuration at those other levels. If the user does not consent, the call is not recorded, also regardless of those other settings. If the Recording Control activity is not configured in the flow, the system falls back to the normal recording hierarchy: if any applicable tenant, queue, or schedule configuration is Yes, the call is recorded; if all are No, it is not. That is why option B is true and option C is false. Option D is also true because removing the flow activity returns control to queue-level or other configured recording policy. Option E is false because explicit Yes consent in the flow takes precedence over a recording schedule set to No. Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Build and manage flows with Flow Designer.
NEW QUESTION # 24
A deployment engineer must ensure that Webex Calling traffic receives priority treatment across the enterprise WAN. Which QoS approach is recommended?
Answer: D
Explanation:
Cisco recommends marking voice media traffic with DSCP EF (Expedited Forwarding) to prioritize latency-sensitive audio traffic across the network. This improves call quality during congestion. Best-effort forwarding provides no prioritization, while NAT and RED do not specifically guarantee low-latency treatment for voice applications.
NEW QUESTION # 25
To elevate their customer experience, Redwood Solutions wants to proactively identify and resolve customer dissatisfaction before it escalates. Which Cisco AI Assistant feature provides the required functionality?
Answer: D
Explanation:
Automatic CSAT scoring uses AI to evaluate customer interactions and predict satisfaction levels, helping the organization identify dissatisfied customers proactively and take action before issues escalate.
NEW QUESTION # 26
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