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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Configuration | 20% | - Implement VXML applications - Configure RONA support - Configure roles and departments |
| Topic 2: Reporting | 10% | - Utilize CUIC |
| Topic 3: Basic Calls and Agent settings | 20% | - Build basic ICM scripts - Configure basic call treatment - Deploy basic call settings - Configure basic agent functionality |
| Topic 4: Configuration and Implementation | 20% | - Configure agent teams and supervisors - Utilize Finesse administration tool - Implement precision routing |
| Topic 5: Overview | 20% | - Describe CCE components and architecture - Understand Contact Center basics - Explain call flow - Describe access tools |
| Topic 6: Advanced Features | 10% | - Understand CCE features beyond default |
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NEW QUESTION # 46
Which user role must be assigned to the ToExtVXML variable in the ICM script?
Answer: A
Explanation:
The ToExtVXML variable in ICM scripts is used to pass data to external VXML applications-it facilitates the transfer of call context data from the ICM routing script to CVP/VXML applications. Access to configure and use this variable requires appropriate permissions.
Why the Correct Answer is Right: B is correct. The ICM Script Admin Role is required to work with the ToExtVXML variable. This role grants full access to ICM scripting capabilities, including the ability to configure ECC (Expanded Call Context) variables and system variables like ToExtVXML that are used in routing scripts for external VXML communication. This is documented in the Cisco ICM Scripting permissions framework.
Why Each Incorrect Answer is Wrong: A is wrong because 'Internet ScriptEditor Role' is not a standard recognized Cisco CCE user role name-the correct role for scripting access is ICM Script Admin Role. C is wrong because Config Manager Role provides access to Configuration Manager for configuring objects like agents and dialed numbers, but not access to ICM scripting variables. D is wrong because Agent Admin Role is scoped to managing agent configurations and desktop settings-it does not grant ICM scripting permissions required to work with variables in the Script Editor.
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NEW QUESTION # 47
Apart from CVP Call Studio, what are two other components that have a role in the VXML application's functioning? (Choose two.)
Answer: B,E
Explanation:
A complete VXML application ecosystem requires more than the Call Studio development environment. The application must be rendered by a voice browser and served audio from a media source during runtime execution.
Why the Correct Answer is Right: C is correct because the Media Server hosts the .wav audio prompt files that the VXML application references. When the VXML application instructs audio playback, the Voice Browser fetches the file from the Media Server via HTTP. Without the Media Server, audio prompts cannot be delivered. D is correct because the Voice Browser (VVB or IOS VXML Gateway) is the runtime engine that executes the VXML application-it interprets the VXML markup, plays audio, collects DTMF or speech input, and reports results back to CVP.
Why Each Incorrect Answer is Wrong: A is wrong because the VRU PG manages the interface between CVP and ICM for routing decisions-it is not directly involved in VXML application execution. B is wrong because CUCM handles call signaling and agent phones-it does not participate in VXML application functioning. E is wrong because Finesse is the agent/supervisor desktop application and has no role in VXML application execution.
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NEW QUESTION # 48
How are additional ICM Tools added?
Answer: B
NEW QUESTION # 49
What are two purposes of Cisco Unified Intelligence Center? (Choose two.)
Answer: C,D
NEW QUESTION # 50
Where should the RONA setting be positioned the highest?
Answer: A
Explanation:
The Ring No Answer (RONA) setting should be positioned the highest at the desk setting level on Unified Contact Center Enterprise (UCCE). The desk setting configures agent behavior and characteristics, including how long a call rings at an agent's desk before it is consideredunanswered (RONA). Setting RONA at the desk level ensures consistent handling of unanswered calls across agents who share the same desk settings, allowing the Contact Center to manage call distribution and agent availability effectively.References:Cisco UCCE documentation that covers agent desk settings and call routing configurations will typically discuss the importance and configuration of RONA settings.
NEW QUESTION # 51
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