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| Section | Weight | Objectives |
|---|---|---|
| Configuration and Implementation | 20% | - Utilize Finesse administration tool - Implement precision routing - Configure agent teams and supervisors |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Advanced Configuration | 20% | - Configure roles and departments - Configure RONA support - Implement VXML applications |
| Basic Calls and Agent Settings | 20% | - Build basic ICM scripts - Configure basic call treatment - Configure basic agent functionality - Deploy basic call settings |
| Overview | 20% | - Explain call flow - Understand Contact Center basics - Describe CCE components and architecture - Describe access tools |
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NEW QUESTION # 15
Which two types of scripts can be created with the Script Editor? (Choose two.)
Answer: A,D
Explanation:
With the Script Editor in Cisco's contact center solutions, two types of scripts that can be created are:C.Routing Scripts:These scripts define the logic for how calls are routed within the contact center, including decisions based on time of day, caller input, agent availability, and other factors.E.Administrative Scripts:These scripts are used for system-wide functions that are not directly related to call routing, such as setting system parameters, defining exception handling routines, or managing holiday schedules.References:Cisco's documentation on Script Editor and scripting in contact center solutions provides comprehensive guides on creating and managing Routing and Administrative scripts, outlining their purposes and functionalities.
NEW QUESTION # 16
Which variable remains available to all scripts in the system until reset?
Answer: B
Explanation:
Cisco CCE scripting uses several types of variables with different scopes and lifetimes. Understanding variable persistence is critical for designing multi-script workflows where data must be preserved across script transitions.
Why the Correct Answer is Right: C is correct. User Variables (also called Persistent Variables) are system- wide variables that persist across all scripts and are not cleared when a call ends or transfers to another script.
They must be explicitly reset. This makes them ideal for tracking data across complex multi-script call flows, as documented in the Cisco ICM Scripting and Media Routing Guide.
Why Each Incorrect Answer is Wrong: A is wrong because Caller Entered Digits (CED) is populated from DNIS/IVR input and is scoped to the current call leg-it does not persist globally across scripts. B is wrong because Call Variables are associated with a specific call and are cleared when the call terminates-they do not persist globally. D is wrong because Peripheral Variables are specific to the peripheral (PG) context and are not available system-wide across all scripts.
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NEW QUESTION # 17
Which variable remains available to all scripts in the system until reset?
Answer: B
NEW QUESTION # 18
What are two descriptions for the Agent Targeting Rule? (Choose two.)
Answer: B,E
Explanation:
the Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG) by allowing the configuration of Media groups by specifying the Agent id range and valid Routing Clients. Additionally, the Agent Targeting Rule allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients.
The Agent Targeting Rule in Cisco Contact Center Enterprise (CCE) serves two main purposes:A.Simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG):By defining rules that target specific agents or groups of agents based on their extensions or other criteria, the configuration process for call routing is streamlined, making it easier to manage and maintain.E.Allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients:This enables precise routing decisions to be made, ensuring that calls are directed to the appropriate agents based on predefined rules and criteria.References:Cisco CCE documentation that covers Agent Targeting Rules provides detailed explanations on how these rules function and how they simplify call routing configurations.
NEW QUESTION # 19
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)
Answer: D,E
NEW QUESTION # 20
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