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| Section | Weight | Objectives |
|---|---|---|
| Basic Calls and Agent Settings | 20% | - Configure basic agent functionality - Configure basic call treatment - Build basic ICM scripts - Deploy basic call settings |
| Advanced Configuration | 20% | - Implement VXML applications - Configure RONA support - Configure roles and departments |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Overview | 20% | - Explain call flow - Describe access tools - Understand Contact Center basics - Describe CCE components and architecture |
| Configuration and Implementation | 20% | - Configure agent teams and supervisors - Implement precision routing - Utilize Finesse administration tool |
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NEW QUESTION # 43
Which tool can be used to verify the configuration of Basic Call settings?
Answer: A
Explanation:
After configuring the basic call flow elements in Cisco CCE (Dialed Numbers, Call Types, Scripts, Skill Groups), administrators need a way to verify that calls are being processed correctly and that configuration is working as expected in real time.
Why the Correct Answer is Right: D is correct. The Call Tracer (Call Trace tool) is the purpose-built diagnostic tool for verifying CCE call configuration. It allows administrators to trace a call through the entire CCE system in real time-showing how the Dialed Number is matched, which Call Type is selected, which Routing Script runs, and how the call is ultimately handled. This directly verifies Basic Call settings.
Why Each Incorrect Answer is Wrong: A is wrong because the Deleted Objects tool is used to manage and purge objects marked for deletion from the CCE database-it is not a diagnostic or verification tool. B is wrong because ICM Script Editor creates and modifies routing scripts-it can display script logic but does not actively trace call processing in real time. C is wrong because the Router Log Viewer provides detailed router processing logs for deep troubleshooting-it is a log analysis tool, not a real-time call configuration verification tool.
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NEW QUESTION # 44
Which two servers can be accessed from the Web Administration tool? (Choose two.)
Answer: C,D
Explanation:
The Cisco CCE Web Administration (SPOG - Single Pane of Glass / Web Admin) tool provides a centralized browser-based interface for managing multiple CCE components. Understanding which servers are manageable from this tool is key to efficient administration.
Why the Correct Answer is Right: D is correct because CVP servers are accessible and manageable from the CCE Web Administration tool (CVP OPS Console/SPOG). Administrators can configure CVP call settings, manage licenses, and deploy applications from this interface. E is correct because Finesse servers are accessible from the CCE Web Administration tool. Administrators can navigate to Finesse administration pages for configuring desktop layouts, workflows, and reason codes.
Why Each Incorrect Answer is Wrong: A is wrong because the Rogger (combined Router and Logger server) is managed through the Administration Tools on the Admin Server, not through the Web Administration tool.
B is wrong because the PG (Peripheral Gateway) is managed through Configuration Manager and system CLI, not the Web Administration tool. C is wrong because DCCMP is not a standard server component in CCE that would be accessed via Web Administration.
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NEW QUESTION # 45
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?
Answer: B
NEW QUESTION # 46
Which two servers can be accessed from the Web Administration tool? (Choose two.)
Answer: A,D
NEW QUESTION # 47
What are two possible Outbound Dialing Modes?
Answer: B,E
Explanation:
Cisco CCE Outbound Option provides automated outbound calling capabilities. Different dialing modes offer varying levels of automation and agent involvement in the outbound call process.
Why the Correct Answer is Right: B is correct because Preview Mode is a standard outbound dialing mode where the agent receives the customer record and can review it before the system places the outbound call.
The agent has control to accept, skip, or reject the record. E is correct because Predictive Mode is an automated dialing mode where the outbound dialer predicts agent availability and automatically places calls ahead of agents becoming free, maximizing agent talk time. Both are documented in Cisco Outbound Option guides.
Why Each Incorrect Answer is Wrong: A is wrong because 'Direct Predictive Mode' is not a named outbound dialing mode in Cisco documentation-standard modes are Preview, Progressive, Predictive, and Direct Preview. C is wrong because 'Progression Mode' is not a standard Cisco outbound dialing mode name-the correct term is 'Progressive Mode.' D is wrong because 'Accept Mode' is not a recognized Cisco Outbound Option dialing mode designation.
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NEW QUESTION # 48
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