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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configuration and Implementation | 20% | - Implement precision routing - Configure agent teams and supervisors - Utilize Finesse administration tool |
| Topic 2: Basic Calls and Agent settings | 20% | - Build basic ICM scripts - Deploy basic call settings - Configure basic agent functionality - Configure basic call treatment |
| Topic 3: Reporting | 10% | - Utilize CUIC |
| Topic 4: Overview | 20% | - Explain call flow - Describe CCE components and architecture - Understand Contact Center basics - Describe access tools |
| Topic 5: Advanced Features | 10% | - Understand CCE features beyond default |
| Topic 6: Advanced Configuration | 20% | - Implement VXML applications - Configure RONA support - Configure roles and departments |
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NEW QUESTION # 51
Which .bat file displays the status of the VXML server and the applications running?
Answer: A
Explanation:
Cisco CVP VXML Server management includes several batch (.bat) utility scripts that administrators use to manage applications and check system status. These scripts are part of the standard CVP server management toolkit.
Why the Correct Answer is Right: B is correct. Status.bat (shown as 'Stalus.bat' in the question-likely a typo in the source document) is the batch file used to check the status of the VXML Server and display information about the applications currently deployed and running on it. This utility is part of the standard CVP VXML Server management tools documented in the Cisco CVP Administration Guide.
Why Each Incorrect Answer is Wrong: A is wrong because ResumeApp.bat is used to resume a VXML application that has been suspended-it is an application control script, not a status display script. C is wrong because Update.bat is used to update deployed applications on the VXML Server, not to display status information. D is wrong because Deploy.bat is used to deploy new VXML applications to the server-it is a deployment tool, not a status reporting utility.
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NEW QUESTION # 52
What are two descriptions for the Agent Targeting Rule? (Choose two.)
Answer: C,D
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 # 53
What value is used for Variable REQUERY_NO ANSWER?
Answer: D
Explanation:
The value used for VariableREQUERY_NO_ANSWERis A. 1. This variable is typically used in scripting to handle situations where a requery is necessary due to no answer conditions. Setting this variable to 1 enables specific routing behaviors or actions in response to no answer scenarios, improving call handling and routing efficiency.References:Cisco's Scripting and Configuration documentation for Contact Center solutions often includes information on system variables likeREQUERY_NO_ANSWER, detailing their usage and impact on call routing logic.
NEW QUESTION # 54
What is the function of the CVP Subdialog Return element in a VXML application?
Answer: C
Explanation:
In Cisco CVP Call Studio, applications can be structured as parent-child relationships using subdialogs. The Subdialog Return element is used at the end of a subdialog (child application) to pass control and data back to the calling application.
Why the Correct Answer is Right: D is correct. The CVP Subdialog Return element populates variables that are sent back to the parent application (the calling VXML application). This allows the subdialog to return results, collected data, or status information to the parent script for continued processing. This is a standard VXML architectural pattern documented in the Cisco CVP Call Studio developer guides.
Why Each Incorrect Answer is Wrong: A is wrong because variables are not sent back to CCE through Subdialog Return-CCE receives data through ECC variables and the Send to VRU mechanism, not through this element. B is wrong because the VVB renders VXML but does not receive return variables from subdialogs as a destination entity-it executes the VXML flow. C is wrong because the VXML Gateway interprets VXML-it does not receive variables from Subdialog Return as a target; the parent application does.
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NEW QUESTION # 55
Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)
Answer: B,D
Explanation:
An Interactive Voice Response (IVR) system in a Contact Center environment provides several key functionalities, including:A.Access a database and provide the caller with all the needed information to complete the transaction (Self Service):This allows callers to retrieve information, perform transactions, or resolve issues without needing to speak with an agent, enhancing efficiency and caller satisfaction.E.Caller defines the reason for the call from several menu options:By interacting with IVR menu options, callers can specify the nature of their call, which helps in routing the call to the most appropriate resource or service within the contact center.References:Documentation on Cisco's IVR solutions, such as Cisco Unified Customer VoicePortal, often outlines these and other functionalities provided by IVR systems in contact center environments.
NEW QUESTION # 56
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