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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Features and AI | 25% | - AI-powered routing and automation - Third-party integrations and APIs - Advanced workflow design - Analytics and optimization |
| Topic 2: Tenant Configuration and Reporting | 30% | - Call recording configuration - Agent and supervisor desktop setup - User and team configuration - Network requirements for Webex Contact Center - Reporting dashboards and visualizations |
| Topic 3: Telephony and Call Routing | 30% | - Telephony integration configuration - Voice call routing components configuration - Inbound and outbound telephony settings - Voice channel troubleshooting - Webex Contact Center telephony architecture options |
| Topic 4: Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
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NEW QUESTION # 30
A Webex Contact Center manager wants to synchronize Webex App presence states with the Webex Contact Center Agent Desktop to improve agent efficiency. Also, the manager wants the Agent Desktop to automatically switch to the already configured the "WebexAppCall" Webex Contact Center idle state when an agent is engaged in a non-Webex Contact Center call on the Webex App.
Which three actions must be taken to meet these requirements? (Choose three.)
Answer: A,B,C
Explanation:
Webex App state synchronization is configured under the Desktop > Webex App configuration area, where the administrator enables Webex App integration, enables state synchronization, and maps Webex availability states to Webex Contact Center idle codes. The requested behavior is specific: when an agent is on a non- contact-center Webex App call, Agent Desktop must move to the configured WebexAppCall idle state.
Cisco's documentation identifies the Webex availability state as On a Call for this situation, not Outgoing Call. Therefore, On a Call must be mapped to the WebexAppCall idle code. The idle code must already exist in Webex Contact Center; it does not need to be added to a desktop layout, because idle codes are assigned through desktop profile configuration rather than layout JSON. The option that places state synchronization under Collaboration in the desktop profile does not match the stated Control Hub path. The three required actions are enabling the Webex App integration, mapping On a Call, and enabling State Synchronization.
Reference: Cisco Help, Manage desktop profiles; Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365, state synchronization section.
NEW QUESTION # 31
A Webex Contact Center Administrator is trying to configure team-based call distribution. The requirement is to handle Sales Queue calls before Accounting Queue calls.
All Sales calls in the queue must be routed to agents before Accounting calls.
If an older Accounting call is in the queue and a Sales call is received by the system, the Sales call must get priority.
When no Sales call is in the queue, Accounting calls can be routed to agents.
How can this be achieved within team configuration?
Answer: A
Explanation:
Queue ranking is the feature designed for this exact business rule. Cisco's Webex Contact Center team configuration documentation allows administrators to rank queues for a team by media type, with lower numerical rank having higher priority. Cisco's routing documentation explains that ranked queues take precedence over queues without the same priority and that queue ranking can be used across media types. In the scenario, Sales must always be handled before Accounting, even when an Accounting call has waited longer. This is not a normal first-in-first-out queue rule; it is a cross-queue prioritization requirement.
Configuring capacity-based queues would change the queue operating model but would not impose Sales- before-Accounting precedence. Asking agents to ignore Accounting calls is not a system configuration and would produce inconsistent reporting and service levels. A Sales-only skill profile would prevent Accounting handling rather than defer it until Sales is empty. Queue ranking is the controlled team-based mechanism that satisfies the requirement. Reference: Cisco Help, Manage teams in Webex Contact Center; Understand Routing and Queueing in Webex Contact Center.
NEW QUESTION # 32
Refer to the exhibit. A Webex Contact Center agent-initiated outbound email did not reach the recipient. While investigating, a Webex Contact Center engineer sees this output in Webex Connect Debug Console tool. Which two mistakes cause this issue? (Choose two.)
Answer: A,B
Explanation:
Reason code 7554 indicates an SMTP failure for email delivery. In an outbound email asset, an incorrect SMTP port or incorrect SMTP security method can prevent Webex Connect from establishing the required SMTP connection successfully.
NEW QUESTION # 33
An engineer must generate a report that details the number of times an agent went on a break.
Which Cisco Webex Contact Center Analyzer repository must be queried?
Answer: B
Explanation:
The Agent Activity Record repository tracks agent state changes and activity events, including when an agent selects a break or idle reason. Querying this repository provides the count of break occurrences for the agent.
NEW QUESTION # 34
A company wants to integrate its on-premises contact center with Webex Contact Center while minimizing PSTN costs. The engineer must ensure that agents can make and receive calls through the existing SIP trunk infrastructure. Which deployment option best meets this requirement?
Answer: B
Explanation:
A Local Gateway allows Webex Contact Center and Webex Calling to integrate with existing enterprise SIP trunk infrastructure. This design minimizes PSTN migration costs and preserves current telephony investments. Cloud Connected PSTN requires provider migration, while WebRTC does not directly integrate enterprise trunks. Dedicated Instance alone does not solve PSTN connectivity requirements.
NEW QUESTION # 35
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