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Cisco 500-442 Exam Syllabus Topics:

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

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q47-Q52):

NEW QUESTION # 47
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?

Answer: D


NEW QUESTION # 48
In CCE deployments, which two configuration tasks can be performed via the Finesse Server Administration page? {Choose two.)

Answer: B,E


NEW QUESTION # 49
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor.
Where can this task be accomplished?

Answer: A


NEW QUESTION # 50
Which communication protocol is being used between PG/Router and Live Data to generate report information?

Answer: C

Explanation:
Cisco Live Data is a real-time reporting subsystem that streams agent and call data to CUIC and Finesse. It requires a specific high-speed protocol to handle the stream of real-time events from the CCE routing components.
Why the Correct Answer is Right: C is correct. TIP (Transmission Interface Protocol) is the Cisco proprietary protocol used for real-time communication between the PG/Router and Live Data components. TIP carries event-driven messaging about agent states, call events, and routing decisions in real time, enabling the Live Data subsystem to generate up-to-the-second reports.
Why Each Incorrect Answer is Wrong: A is wrong because TCP is a generic transport protocol-while TIP may run over TCP/IP at the transport layer, the application-layer protocol between PG/Router and Live Data is specifically TIP. B is wrong because HTTP is a web protocol used for browser-based interfaces and some REST APIs, but not for the PG/Router-to-Live-Data communication path. D is wrong because UDP is a connectionless protocol unsuitable for reliable real-time event delivery-CCE's critical state data requires reliable ordered delivery.
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NEW QUESTION # 51
What are two descriptions for the Agent Targeting Rule? (Choose two.)

Answer: A,C

Explanation:
the Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG) by allowing the configuration of Media groups by specifying the Agent id range and valid Routing Clients. Additionally, the Agent Targeting Rule allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients.
The Agent Targeting Rule in Cisco Contact Center Enterprise (CCE) serves two main purposes:A.Simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG):By defining rules that target specific agents or groups of agents based on their extensions or other criteria, the configuration process for call routing is streamlined, making it easier to manage and maintain.E.Allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients:This enables precise routing decisions to be made, ensuring that calls are directed to the appropriate agents based on predefined rules and criteria.References:Cisco CCE documentation that covers Agent Targeting Rules provides detailed explanations on how these rules function and how they simplify call routing configurations.


NEW QUESTION # 52
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