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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
| Topic 2: Advanced Features and AI | 25% | - Advanced workflow design - Third-party integrations and APIs - Analytics and optimization - AI-powered routing and automation |
| Topic 3: Tenant Configuration and Reporting | 30% | - Agent and supervisor desktop setup - Network requirements for Webex Contact Center - User and team configuration - Reporting dashboards and visualizations - Call recording configuration |
| Topic 4: Telephony and Call Routing | 30% | - Voice call routing components configuration - Telephony integration configuration - Webex Contact Center telephony architecture options - Voice channel troubleshooting - Inbound and outbound telephony settings |
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NEW QUESTION # 57
The CTO of QQS Solutions wants to record calls to meet these requirements:
All inbound calls are recorded.
Recordings must be for the entire company.
Only administrators are allowed to configure recording.
Avoid custom configurations, when possible.
Which recording method meets these requirements?
Answer: D
Explanation:
The requirements point to tenant-wide recording with the least custom design. Cisco's Webex Contact Center voice settings include a global call recording setting that records all inbound and outdial calls when enabled.
That setting is administered centrally, which matches the requirement that only administrators configure recording and that recordings apply to the entire company. Flow-based recording is more flexible, especially when consent or conditional recording decisions are required, but it is custom logic and not the simplest global policy. Queue-level configuration is useful when different business lines need different recording behavior, but this scenario explicitly says all inbound calls across the company. Scheduled recording is suitable when recording depends on a time window, queue, team, site, or agent scope. Since the company wants all inbound calls recorded and wants to avoid custom configurations, global configuration is the cleanest Cisco-supported method. Reference: Cisco Help, Set up voice settings for Webex Contact Center; Manage call recording schedules.
NEW QUESTION # 58
A customer requires secure remote access for mobile Webex users without deploying VPN clients. Which Cisco architecture supports this requirement?
Answer: D
Explanation:
Cisco Expressway Mobile and Remote Access (MRA) enables secure external access to collaboration services without requiring traditional VPN connectivity. It securely proxies signaling and media traffic for remote users and devices. MPLS and HSRP serve entirely different networking purposes unrelated to remote collaboration access.
NEW QUESTION # 59
An enterprise requires that customer interaction recordings remain within a specific geographic region for compliance reasons. Which Webex Contact Center capability addresses this requirement?
Answer: D
Explanation:
Regional media storage policies help organizations comply with data residency regulations by ensuring recordings and interaction data remain stored within approved geographic regions.
SRST and survivability address telephony continuity, while DSCP rewriting only impacts traffic prioritization and has no relationship to compliance storage requirements.
NEW QUESTION # 60
As per the policy, the business requires explicit permission from the caller before any interaction can be recorded in the contact center. To manage this, the flow includes a Menu IVR activity that presents recording consent options to the caller. The caller's choice is logged and then passed as input to the Recording Control activity element of the flow.
Which two statements are true based on the functionality and rules of the Recording Control activity? (Choose two.)
Answer: A,D
Explanation:
Cisco's Recording Control activity gives caller consent precedence over tenant, queue, and recording schedule settings. In the documented precedence order, if user consent is set to Yes in the flow, the call is recorded regardless of the recording configuration at those other levels. If the user does not consent, the call is not recorded, also regardless of those other settings. If the Recording Control activity is not configured in the flow, the system falls back to the normal recording hierarchy: if any applicable tenant, queue, or schedule configuration is Yes, the call is recorded; if all are No, it is not. That is why option B is true and option C is false. Option D is also true because removing the flow activity returns control to queue-level or other configured recording policy. Option E is false because explicit Yes consent in the flow takes precedence over a recording schedule set to No. Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Build and manage flows with Flow Designer.
NEW QUESTION # 61
An engineer is configuring inbound telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are needed to ensure that calls are routed to agents? (Choose two.)
Answer: B,C
Explanation:
Inbound Webex Contact Center voice routing needs an entry path and an agent distribution target. The DNIS or support number must be associated with the entry point and flow so that an incoming PSTN call reaches the proper Flow Designer logic. Inside that flow, the contact must be queued to a queue that has eligible teams or agents. Cisco's queue documentation describes queues as holding areas where contacts wait until they are distributed, and it explains that non-skill queues use team assignments or agent assignments while skill queues use skill matching. The wording in the option set refers to DNIS entries in Flow Designer; operationally, DNIS is tied to the entry point/channel and flow selection, and the flow then uses a Queue Contact activity.
Script Editor is a legacy/on-premises contact center construct, not the modern Webex Contact Center Flow Designer model. A softphone registration alone does not route calls, and a skills-only queue is not mandatory unless the design requires skills. Reference: Cisco Help, Set up voice channels for Webex Contact Center; Understand Routing and Queueing in Webex Contact Center.
NEW QUESTION # 62
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