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Cisco 500-442 Exam Syllabus Topics:

SectionObjectives
System Administration- Call routing and scripting basics
- User and agent configuration
Configuration and Maintenance- Upgrades and lifecycle management
- System configuration management
Cisco Contact Center Enterprise Architecture- Deployment models and system architecture
- Core components overview (CUCM, CVP, UCCE)
Troubleshooting and Monitoring- Logging and diagnostics
- Performance monitoring and fault isolation

>> 500-442受験記 <<

500-442復習過去問 & 500-442問題集無料

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Cisco Administering Cisco Contact Center Enterprise 認定 500-442 試験問題 (Q14-Q19):

質問 # 14
WhichVVBCLI command can set an individual media file to an expired state?

正解：A


質問 # 15
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)

正解：E、F

解説：
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.


質問 # 16
Deploying a VXML application is a two-step process. The first step is deploying the projects to a local archive (.zip file using the Deploy option in Call Studio). The second part of the project deployment uses SPOG to transfer the .zip file to the VXML Server(s). Which option in SPOG will be utilized to transfer these zip files to VXML Server(s)?

正解：C

解説：
When deploying a VXML application in a Cisco environment, after creating a local archive (.zip file) using the Deploy option in Call Studio, the next step involves transferring the .zip file to the VXML Server(s). This is achieved using:B.IVR Settings under Call Settings card:In the Operations Console (SPOG), the IVR Settings section under the Call Settings card is used to manage VXML applications, including uploading and managing .zip files containing the VXML applications. This section provides the interface for transferring and deploying VXML applications to the VXML Servers.References:Cisco's documentation on VXML application deployment, including the use of the Operations Console for application management, provides detailed guidance on transferring and managing VXML applications on the server.


質問 # 17
How does CUCM function in CCE?

正解：D


質問 # 18
What are two possible Outbound Dialing Modes?

正解：B、D

解説：
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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質問 # 19
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