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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Digital contact routing configuration - Digital channel troubleshooting - Chat, email, SMS, social media channel integration |
| Tenant Configuration and Reporting | 30% | - Call recording configuration - User and team configuration - Reporting dashboards and visualizations - Agent and supervisor desktop setup - Network requirements for Webex Contact Center |
| Advanced Features and AI | 25% | - AI-powered routing and automation - Advanced workflow design - Third-party integrations and APIs - Analytics and optimization |
| Telephony and Call Routing | 30% | - Webex Contact Center telephony architecture options - Voice channel troubleshooting - Voice call routing components configuration - Inbound and outbound telephony settings - Telephony integration configuration |
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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: C
Explanation:
Global recording configuration applies recording settings across the entire tenant/company and avoids custom per-flow or per-queue setup. It is the best fit when all inbound calls must be recorded consistently and recording configuration should remain centrally controlled by administrators.
NEW QUESTION # 58
Which authentication and authorization specification is required for using Webex Contact Center APIs?
Answer: D
Explanation:
Webex Contact Center APIs use OAuth 2.0 for authentication and authorization. Cisco's developer documentation for Webex and Webex Contact Center describes integrations as the mechanism used to request permission and obtain access tokens for API calls, using the OAuth 2.0 authorization framework rather than static API keys or basic HTTP authentication. OAuth 2.0 gives the platform scoped access control, token issuance, and administrative consent behavior appropriate for enterprise automation. Mutual TLS may be used in specific transport-security or trunking contexts, but it is not the authorization specification for normal Webex Contact Center REST APIs. Basic HTTP authentication would require sharing credentials directly with the client and does not match the Webex developer model. API key authentication is also not the supported authorization pattern for these Contact Center APIs. The typo in the original option has been corrected to OAuth 2.0. Reference: Webex Developer, Integrations and Authorization; Webex Contact Center API documentation.
NEW QUESTION # 59
An administrator is designing a flow in Webex Connect that includes a Scheduled Callback activity node. Which two values must be provided to configure the Scheduled Callback node successfully? (Choose two.)
Answer: A,E
Explanation:
The Scheduled Callback node requires the callback schedule date in the supported YYYY-MM- DD format and the schedule timezone so Webex Connect can create the callback at the correct local time.
NEW QUESTION # 60
Customer XYZ has deployed Bring your own PSTN option to route calls to his Webex Contact Center environment. Callers calling in are reporting getting a reorder tone followed by a call drop.
Which action helps to identify the cause of the issue?
Answer: B
Explanation:
With Bring Your Own PSTN, inbound call delivery depends on the customer's SBC and SIP trunk connectivity. A reorder tone followed by call drop commonly indicates a trunk, routing, or SIP signaling failure, so checking the SIP trunk status on the customer SBC is the correct first action to identify the cause.
NEW QUESTION # 61
A Webex Contact Center engineer is configuring a new email digital channel flow in Webex Connect flow builder.
Which node must the engineer use to ensure that emails are routed to Webex Contact Center for contact distribution?
Answer: D
Explanation:
The Queue Task node is the Webex Connect node that routes a digital interaction to Webex Contact Center for distribution. Cisco's Webex Connect documentation states that Queue Task calls the Webex CC Queue Task API to queue the contact at Webex Contact Center. In an email digital-channel flow, the channel receives or creates the conversation in Webex Connect, but a live-agent handoff requires creating or queueing a task so Webex Contact Center can apply routing, queue selection, skills, and agent assignment. A Screen Pop node provides information to an agent desktop after routing has occurred; it does not queue the email.
Create Conversation creates the conversation object but does not distribute the work to a contact center agent.
Add Participant is used to add a participant to a conversation, not to place the email interaction into the contact center routing engine. Therefore, Queue Task is the required node for contact distribution. Reference:
Webex Connect Help, Queue Task - WXCC; Webex CC Task Integration Nodes and Node Authorizations.
NEW QUESTION # 62
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