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| Section | Objectives |
|---|---|
| SIP and PSTN Connectivity | - SIP trunking design and troubleshooting
|
| Hybrid Collaboration Services | - Hybrid services integration
|
| Security and Troubleshooting | - Secure collaboration deployment
|
| Cloud Collaboration Architecture | - Cisco Webex cloud services overview
|
| Edge and Expressway Deployment | - Cisco Expressway configuration
|
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NEW QUESTION # 30
An engineer configures a callback feature in Webex Contact Center. Customers report receiving callbacks long after the promised time window. Which metric should be analyzed first?
Answer: C
NEW QUESTION # 31
A Webex Contact Center agent can receive Chat and Voice channel interactions, however the agent is not able to receive WhatsApp or SMS interactions.
What is missing from the agent configuration to enable the agent to receive those interactions?
Answer: D
Explanation:
WhatsApp and SMS are premium digital channels in the Webex Contact Center licensing model. Cisco's Webex Contact Center data sheet distinguishes Standard Agent and Premium Agent capabilities. Standard Agent includes core contact center functions and agent-assisted chat and email, while Premium Agent adds broader digital communication channels such as SMS, social channels, multichannel analytics, and supervisor monitoring capabilities. The scenario says the agent can receive Chat and Voice, so the agent is already provisioned for basic voice and chat handling. The missing capabilities are specifically WhatsApp and SMS, which are part of the higher digital-channel entitlement. An enhanced license is not the relevant license category in the Cisco Webex Contact Center agent-type model. The desktop layout can affect UI presentation, but it would not by itself entitle the agent to receive those channel types. The missing configuration is therefore the Premium license. Reference: Cisco Webex Contact Center Data Sheet; Cisco Help, Set up digital channels in Webex Contact Center.
NEW QUESTION # 32
Refer to the exhibit.
A Webex Contact Center engineer is investigating chat digital channel failure. The engineer checks the failing transaction in the Webex Connect flow debugger and sees this output for Resolve Conversation node .
Which action must the engineer take to resolve the issue?
Answer: B
Explanation:
The Resolve Conversation node is a Webex CC Task/Engage integration node that depends on valid node authorization in Webex Connect. Cisco's Webex Connect documentation states that client applications such as Webex Connect must provide a valid access token to use Cisco Webex Contact Center and Webex Engage APIs, and that the token is generated from the configured node runtime authorization. If the Resolve Conversation node fails because it cannot call the Webex Contact Center integration properly, the administrator must authorize the Webex CC Task integration in Webex Connect with valid credentials.
Changing the administrator password does not directly authorize the node runtime. Agent credentials are irrelevant because the flow node is running as an integration, not as an agent desktop session. A connector under Webex Contact Center integrations may be needed for some external API use cases, but the failing node shown is part of the pre-built Webex Connect/WxCC task authorization path. Reference: Webex Connect Help, Webex CC Task Integration Nodes and Node Authorizations; Resolve Conversation - WXCC.
NEW QUESTION # 33
A system administrator is updating the Agent Desktop layout to include a custom widget designed to execute background logic that triggers a custom CRM screen pop upon the arrival of an SMS.
Under which area object must the widget be configured?
Answer: B
Explanation:
A headless widget is used when the widget must run background logic without being displayed as a visible Agent Desktop panel. This is the correct area for triggering custom behavior such as a CRM screen pop when an SMS interaction arrives.
NEW QUESTION # 34
Refer to the exhibit.
A Webex Contact Center agent has no Multimedia Profile assigned to it, yet the agent can accept voice and digital channels .
Which configuration object's Multimedia profile is inherited by the agent?
Answer: A
Explanation:
The agent inherits the multimedia profile through the Desktop Profile when no explicit multimedia profile is assigned at the agent setting. In Webex Contact Center, desktop profiles govern key agent desktop behavior, including the experience and channel-related defaults that determine what an agent can use when signing in.
The exhibit shows the user has no multimedia profile assigned directly, yet the agent can still accept voice and digital interactions. That means the applicable profile is coming from the desktop configuration assigned through the agent/team path. A skill profile would only describe routing skill values and proficiencies; it does not define how many or which media interactions the desktop can handle. A desktop layout controls widgets and user interface structure, not the multimedia interaction capacity. A site is an organizational grouping and not the source of the inherited multimedia profile in this scenario. The Desktop Profile is therefore the correct configuration object. Reference: Cisco Help, Manage desktop profiles; Webex Contact Center Setup and Administration Guide.
NEW QUESTION # 35
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