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| Section | Objectives |
|---|---|
| Troubleshooting and Monitoring | - Logging and diagnostics - Performance monitoring and fault isolation |
| Cisco Contact Center Enterprise Architecture | - Core components overview (CUCM, CVP, UCCE) - Deployment models and system architecture |
| System Administration | - Call routing and scripting basics - User and agent configuration |
| Configuration and Maintenance | - Upgrades and lifecycle management - System configuration management |
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NEW QUESTION # 21
Which two components are needed to setup RONA? (Choose two.)
Answer: D,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 # 22
How does CUCM function in CCE?
Answer: B
Explanation:
In a Cisco CCE deployment, CUCM (Cisco Unified Communications Manager) handles call signaling and agent phone management. Understanding how CUCM interacts with CCE routing is fundamental to the overall architecture.
Why the Correct Answer is Right: A is correct. In CCE, CUCM does not make routing decisions independently-it relies on ICM (via the PG) for routing intelligence. When a call arrives at CUCM that needs CCE handling, CUCM defers to ICM for routing instructions. ICM processes the call through its routing scripts and returns routing decisions that CUCM then executes. This is the documented CUCM-ICM integration model.
Why Each Incorrect Answer is Wrong: B is wrong because a CUCM Publisher is a single server holding the master database-it is not a 'logical relationship of physical servers.' That description better defines a CUCM cluster. C is wrong because CUCM does not ask CVP for routing instructions-CVP is an IVR/queuing platform, and routing decisions come from ICM. D is wrong because this is backwards-in a CUCM cluster, the Publisher holds the master Read/Write copy of the configuration database, while Subscribers receive replicated copies.
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NEW QUESTION # 23
What are the two main features of the Cisco VVB? (Choose two.)
Answer: C,D
Explanation:
The correct answer is A and E. The Cisco VVB has the following features:
* Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies1.
* Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent1.
* Provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities1.
* Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time1.
Option B is incorrect because it is the opposite of what Cisco VVB does.Cisco VVB allows customers, not agents, to use voice commands without interacting with an agent1.
Option C is incorrect because Cisco VVB supports multiple languages for ASR and TTS, not just one1.
Option D is incorrect because it confuses the roles of customers and agents.Cisco VVB provides better customer service, not agent service, by transferring customers to the right agent, not vice versa1.
NEW QUESTION # 24
What are two types of reports Cisco Unified Intelligence Center will provide? (Choose two.)
Answer: B,D
Explanation:
Cisco Unified Intelligence Center (CUIC) is the reporting engine for CCE, providing visibility into contact center performance. CUIC supports two fundamental reporting modes that serve different operational and analytical needs.
Why the Correct Answer is Right: B is correct because Real-time Reports display current operational data with near-instant refresh rates-showing active calls, agent states, queue depths, and service levels as they happen, essential for supervisors. C is correct because Historical Reports analyze data over a specified past time period-hourly, daily, weekly, or monthly-providing trend analysis and performance measurement.
Both are explicitly listed as CUIC primary capabilities in Cisco documentation.
Why Each Incorrect Answer is Wrong: A is wrong because TCP/IP disconnect reports are network-level diagnostics, not contact center operational reports provided by CUIC. D is wrong because Administration Audit Reports are provided by specialized audit logging tools, not as a primary CUIC report category. E is wrong because 'Call Routing Reports' is not a distinct CUIC report category-routing data is included within real-time and historical report categories.
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NEW QUESTION # 25
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
Answer: C,E
Explanation:
Two metrics that are part of the Contact Center Call Quality Key Performance Indicators (KPI) include:D.Customer Satisfaction:This metric assesses the level of satisfaction that customers have with their interactions with the contact center, often measured through surveys or feedback mechanisms.E.Call Abandon Rate:This metric tracks the percentage of calls that are abandoned by callers before reaching an agent, indicating potential issues with wait times or call handling efficiency.References:Cisco's documentation on contact center management and KPIs often includes discussions on various metrics, including customer satisfaction and call abandon rate, highlighting their importance in assessing call quality.
NEW QUESTION # 26
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