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| Section | Objectives |
|---|---|
| Configuration and Maintenance | - System configuration management - Upgrades and lifecycle management |
| Cisco Contact Center Enterprise Architecture | - Core components overview (CUCM, CVP, UCCE) - Deployment models and system architecture |
| Troubleshooting and Monitoring | - Logging and diagnostics - Performance monitoring and fault isolation |
| System Administration | - Call routing and scripting basics - User and agent configuration |
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NEW QUESTION # 25
What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose two.)
Answer: A,B
Explanation:
The PSTN (Public Switched Telephone Network) and voice gateways are the entry points for calls into a Cisco contact center. Understanding their roles is foundational to CCE architecture and call flow design.
Why the Correct Answer is Right: A is correct because voice gateways can perform digit manipulation through dial peer configurations-modifying DNIS, ANI, or trunk group digits before passing call information to CVP/ICM. This is a documented gateway capability in Cisco IOS. C is correct because the PSTN is responsible for transporting the inbound call from the originating caller's phone to the contact center's ingress voice gateway-this is its fundamental architectural role.
Why Each Incorrect Answer is Wrong: B is wrong because IVR functionality is provided by CVP and VVB, not the voice gateway itself. D is wrong because routing calls to agents is the responsibility of ICM (the routing engine), not the PSTN. E is wrong because the voice gateway delivers calls to CVP; ICM handles the actual routing decision to agents.
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NEW QUESTION # 26
What is the function of the CVP Subdialog Return element in a VXML application?
Answer: C
NEW QUESTION # 27
What are two descriptions for the Agent Targeting Rule? (Choose two.)
Answer: B,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 # 28
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)
Answer: B,E
Explanation:
In Cisco Contact Center Enterprise (CCE), the Web Administration tool provides a user-friendly interface for configuring various aspects of the contact center. The two configuration objects that can be managed using this tool are:A.Dialed Numbers:The Web Administration tool allows administrators to configure dialed numbers, which are essential for call routing and management within the contact center.B.Agents:The tool also enables the configuration of agent profiles, including their skills, availability, and other relevant settings critical for efficient call distribution and management.References:Cisco's official documentation on the Web Administration tool for CCE outlines the capabilities and configuration options available, including managing dialed numbers and agent settings.
NEW QUESTION # 29
Which two servers can be accessed from the Web Administration tool? (Choose two.)
Answer: A,B
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 # 30
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