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| Section | Objectives |
|---|---|
| Cloud Collaboration Architecture | - Cisco Webex cloud services overview
|
| Edge and Expressway Deployment | - Cisco Expressway configuration
|
| Hybrid Collaboration Services | - Hybrid services integration
|
| SIP and PSTN Connectivity | - SIP trunking design and troubleshooting
|
| Security and Troubleshooting | - Secure collaboration deployment
|
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74. Frage
A Webex Contact Center agent can receive Chat and Voice channel interactions, however the agent is not able to receive WhatsApp or SMS interactions.
What is missing from the agent configuration to enable the agent to receive those interactions?
Antwort: C
Begründung:
WhatsApp and SMS are premium digital channels in the Webex Contact Center licensing model. Cisco's Webex Contact Center data sheet distinguishes Standard Agent and Premium Agent capabilities. Standard Agent includes core contact center functions and agent-assisted chat and email, while Premium Agent adds broader digital communication channels such as SMS, social channels, multichannel analytics, and supervisor monitoring capabilities. The scenario says the agent can receive Chat and Voice, so the agent is already provisioned for basic voice and chat handling. The missing capabilities are specifically WhatsApp and SMS, which are part of the higher digital-channel entitlement. An enhanced license is not the relevant license category in the Cisco Webex Contact Center agent-type model. The desktop layout can affect UI presentation, but it would not by itself entitle the agent to receive those channel types. The missing configuration is therefore the Premium license. Reference: Cisco Webex Contact Center Data Sheet; Cisco Help, Set up digital channels in Webex Contact Center.
75. Frage
An administrator must connect a customer call to an external IVR service while retaining control of the call and later return it to the original flow.
Which node must the administrator use to make this happen?
Antwort: D
Begründung:
Bridged Transfer is the correct node because the requirement is not simply to send the caller away; the administrator must connect the caller to an external IVR while keeping Webex Contact Center call control and then resume the original flow. Cisco's Flow Designer documentation distinguishes Bridged Transfer from Blind Transfer. A blind transfer is terminal: once the call is transferred to the external number, the flow ends and the original flow logic no longer controls the interaction. A Bridged Transfer, by contrast, is designed for scenarios where the caller is temporarily connected to an external destination and then returned to the flow after the external interaction completes. An HTTP Request node is only for data exchange with an external service and cannot bridge media to an IVR. A GoTo node is internal flow navigation and cannot connect the caller to an external IVR. The call-control behavior in the scenario is therefore specifically the Bridged Transfer use case. Reference: Cisco Help, Build and manage flows with Flow Designer; Understand Routing and Queueing in Webex Contact Center.
76. Frage
A Webex Contact Center engineer is configuring a new Webex Contact Center tenant and wants to implement digital channels. Which two actions must be taken before setting up digital channels? (Choose two.)
Antwort: B,D
Begründung:
Before configuring digital channels, the administrator must authorize the required Webex Contact Center integrations in Webex Connect. Webex CC Engage enables digital channel engagement services, and Webex CC Task enables digital interactions to be created and routed as contact center tasks.
77. Frage
An engineer must generate a report that details the number of times an agent went on a break.
Which Cisco Webex Contact Center Analyzer repository must be queried?
Antwort: A
Begründung:
Agent break behavior is an agent-state activity, so the correct Analyzer repository is Agent Activity Record.
Cisco's Analyzer documentation explains that Analyzer repositories separate session-level and activity-level data for customers and agents. A break is not a customer contact segment and not a call session metric; it is a state transition or activity performed by the agent. Agent Activity Record is the repository that captures detailed agent activity state events, idle codes, availability changes, and similar state-driven information.
Customer Session Record summarizes the end-to-end customer session. Customer Activity Record captures customer/contact activities such as call segments and handling details. Agent Session Record summarizes an agent's signed-in session, but it does not provide the granular count of times an agent entered a break state.
For counting how many times an agent went on a break, the report needs the activity-level state records, not the session summary. Reference: Cisco Help, Cisco Webex Contact Center Analyzer User Guide; Webex Contact Center Analyzer Stock Reports.
78. Frage
Which API scope is required for a REST PUT request to /organization/{orgid}/v2/contact-service-queue/{id}?
Antwort: B
Begründung:
A REST PUT request that modifies a contact-service queue is an administrative write operation. Cisco's Webex Contact Center API model uses scopes to separate read-only access from configuration changes. The endpoint /organization/{orgid}/v2/contact-service-queue/{id} updates an existing queue object, so the integration must hold the organization-level administrative write scope. The read scopes, such as cjp:
config_read or cjds:admin_org_read, are appropriate when an application only retrieves configuration data.
They do not authorize mutation of queue configuration. The cjp:user scope is also not sufficient because queue configuration is a tenant or organization-level administrative resource, not a simple user-context operation. The scope cjds:admin_org_write is therefore the correct scope for a PUT operation on contact- service-queue. This matches the principle used throughout Cisco's API documentation: write methods require write-capable scopes, especially for configuration entities. Reference: Webex Contact Center Developer API Reference, Contact Service Queues; Webex Developer, Contact Center Service Apps.
79. Frage
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