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Cisco 500-442 Exam Syllabus Topics:

SectionWeightObjectives
Advanced Configuration20%- Implement VXML applications
- Configure RONA support
- Configure roles and departments
Configuration and Implementation20%- Configure agent teams and supervisors
- Implement precision routing
- Utilize Finesse administration tool
Basic Calls and Agent Settings20%- Build basic ICM scripts
- Configure basic call treatment
- Configure basic agent functionality
- Deploy basic call settings
Reporting10%- Utilize Cisco Unified Intelligence Center (CUIC)
Overview20%- Describe CCE components and architecture
- Describe access tools
- Explain call flow
- Understand Contact Center basics
Advanced Features10%- Understand CCE features beyond default settings

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q40-Q45):

NEW QUESTION # 40
What are two channels or features supported by ECE? (Choose two.)

Answer: A,B


NEW QUESTION # 41
How many Workflows are supported by Finesse?

Answer: D


NEW QUESTION # 42
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?

Answer: D


NEW QUESTION # 43
Which two components are needed to setup RONA? (Choose two.)

Answer: B,E

Explanation:
RONA (Redirection on No Answer) requires both the intelligence to know when to redirect (timing) and the logic to determine where to redirect the call (routing). Both elements must be configured for RONA to function properly.
Why the Correct Answer is Right: B is correct because Call Routing Logic (ICM scripting) is essential for RONA. The script must contain conditional logic to detect the RONA re-query event and determine the new routing destination. C is correct because System Timers define when RONA is triggered. If the phone is not answered within the timer threshold, RONA fires. Timers must be configured at multiple layers (desk settings, CUCM, CVP) to function correctly.
Why Each Incorrect Answer is Wrong: A is wrong because Agent Permission Levels are about what agents can do in the system-they have no bearing on the RONA mechanism. D is wrong because while Skill Targets are part of the broader routing configuration, they are not specifically a RONA setup component- RONA works with existing routing targets already configured. E is wrong because Attribute Settings relate to Precision Routing configuration, not to RONA setup specifically.
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NEW QUESTION # 44
What are two tools an Agent Desktop Admin Role can access? (Choose two.)

Answer: C,D

Explanation:
In Cisco CCE, role-based access control defines which administrative tools different user roles can access.
The Agent Desktop Admin Role is specifically scoped to managing the agent desktop experience in Finesse.
Why the Correct Answer is Right: C is correct because the Agent Desktop Admin Role has access to configure Reason Codes in Finesse. Reason Codes are desktop-level configurations that define the options agents see when going to Not Ready or logging out-directly within the scope of desktop administration. D is correct because Workflows are configurable desktop automation rules that trigger actions based on call events. Managing Workflows falls within the Agent Desktop Admin Role's scope as a Finesse desktop configuration object.
Why Each Incorrect Answer is Wrong: A is wrong because Script Editor requires ICM Script Admin Role-it is a routing/scripting tool, not a desktop administration tool. B is wrong because Call Trace is a diagnostic tool requiring higher-level administrative access, not part of the Agent Desktop Admin Role's tool set. E is wrong because Config Manager Tools require the Config Manager Admin Role with significantly higher privileges than the Agent Desktop Admin Role.
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NEW QUESTION # 45
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