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| Section | Weight | Objectives |
|---|---|---|
| Basic Calls and Agent Settings | 20% | - Build basic ICM scripts - Configure basic agent functionality - Configure basic call treatment - Deploy basic call settings |
| Configuration and Implementation | 20% | - Utilize Finesse administration tool - Configure agent teams and supervisors - Implement precision routing |
| Advanced Configuration | 20% | - Implement VXML applications - Configure roles and departments - Configure RONA support |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Overview | 20% | - Describe CCE components and architecture - Understand Contact Center basics - Explain call flow - Describe access tools |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
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NEW QUESTION # 34
How many Workflows are supported by Finesse?
Answer: C
NEW QUESTION # 35
Which variable remains available to all scripts in the system until reset?
Answer: B
NEW QUESTION # 36
What are two default CCB VXML applications that could be modified? (Choose two.)
Answer: C,D
Explanation:
Cisco Courtesy Callback (CCB) is a feature that allows callers to hang up and receive a callback when an agent becomes available, eliminating hold time. It uses VXML applications for its IVR interaction flows.
Why the Correct Answer is Right: A is correct because CallbackEntry is a default CCB VXML application delivered with Cisco CVP. It handles the initial interaction where the caller chooses to receive a callback- administrators can modify it to customize prompts and logic. E is correct because CallbackQueue is another default CCB VXML application that manages the queueing experience-playing hold music and managing the callback position. Both are modifiable to meet business requirements.
Why Each Incorrect Answer is Wrong: B is wrong because cvp_ccb-vxml.tcl is a Tcl script file used in IOS gateway configurations for CCB, not a VXML application modifiable in Call Studio. C is wrong because
'Callback Engine' is a conceptual component description, not a named VXML application file. D is wrong because 'BillingQueue' is not a default CCB VXML application-it does not exist in the standard Cisco Courtesy Callback application set.
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NEW QUESTION # 37
How can the Extension Mobility feature be described?
Answer: C
Explanation:
Extension Mobility (EM) is a Cisco Unified Communications Manager (CUCM) feature that separates user configuration from physical phone hardware, enabling hot-desking in contact center environments.
Why the Correct Answer is Right: C precisely matches the official Cisco definition-EM allows agents to log into any IP phone and have their personal phone configuration (line appearances, services, speed dials) follow them. This is critical in hot-desking CCE environments as documented in the Cisco CUCM Administration Guide.
Why Each Incorrect Answer is Wrong: A is wrong because Device profiles for Extension Mobility are created and managed in CUCM, not in CCE. B is wrong because adding device profiles and phones to the PG user account describes a PG configuration step, not the definition of Extension Mobility. D is wrong because Extension Mobility Cross Cluster (EMCC) specifically enables EM across different CUCM clusters-this statement is the opposite of correct.
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NEW QUESTION # 38
When is the IVR leg established in a CCE Call Flow?
Answer: D
NEW QUESTION # 39
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