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| Section | Weight | Objectives |
|---|---|---|
| Reporting | 10% | - Utilize CUIC |
| Basic Calls and Agent settings | 20% | - Build basic ICM scripts - Configure basic agent functionality - Deploy basic call settings - Configure basic call treatment |
| Overview | 20% | - Describe CCE components and architecture - Explain call flow - Understand Contact Center basics - Describe access tools |
| Configuration and Implementation | 20% | - Implement precision routing - Configure agent teams and supervisors - Utilize Finesse administration tool |
| Advanced Features | 10% | - Understand CCE features beyond default |
| Advanced Configuration | 20% | - Implement VXML applications - Configure roles and departments - Configure RONA support |
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NEW QUESTION # 10
What are two PCCE deployment models that support the Avaya ACD Integration? (Choose two.)
Answer: B,E
Explanation:
Packaged CCE (PCCE) comes in different deployment models sized for different enterprise scales. Not all models support third-party ACD integrations like Avaya, and the distributed models are specifically designed for this flexibility.
Why the Correct Answer is Right: B is correct because the DPCCE 12K (Distributed PCCE 12,000 agents) deployment model supports Avaya ACD Integration. This larger-scale DPCCE model provides the distributed architecture required for non-Cisco ACD integration. D is correct because the DPCCE 4K (Distributed PCCE
4,000 agents) model also supports Avaya ACD integration. Both DPCCE models are documented in the Cisco PCCE Design Guide as supporting external ACD platforms.
Why Each Incorrect Answer is Wrong: A is wrong because 'PCCE Admin Mode' is not a deployment model- it is not a recognized PCCE sizing or deployment variant in Cisco documentation. C is wrong because PCCE
2K is a standard PCCE deployment for Cisco-native environments and does not support Avaya ACD Integration in its standard form. E is wrong because 'PCCE Lab Mode' is not a recognized PCCE deployment model designation for production or ACD integration purposes.
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NEW QUESTION # 11
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)
Answer: A,C
Explanation:
Supervisors have capabilities in the Cisco Contact Center environment that agents do not, including:A.View Team Gadget in Finesse:Supervisors have access to the Team Performance gadget in Cisco Finesse, allowing them to monitor the real-time performance and status of their team members, which is not typically available to agents.D.Log in to CCE Admin:Supervisors often have administrative privileges that allow them to access the Cisco Contact Center Enterprise Administration interface for configuration and management tasks, a capability not available to standard agents.References:Cisco Finesse and CCE documentation outline the roles and capabilities within the contact center platform, including the specific tools and gadgets available to supervisors versus agents.
NEW QUESTION # 12
How does CUCM function in CCE?
Answer: C
Explanation:
In a Cisco CCE deployment, CUCM (Cisco Unified Communications Manager) handles call signaling and agent phone management. Understanding how CUCM interacts with CCE routing is fundamental to the overall architecture.
Why the Correct Answer is Right: A is correct. In CCE, CUCM does not make routing decisions independently-it relies on ICM (via the PG) for routing intelligence. When a call arrives at CUCM that needs CCE handling, CUCM defers to ICM for routing instructions. ICM processes the call through its routing scripts and returns routing decisions that CUCM then executes. This is the documented CUCM-ICM integration model.
Why Each Incorrect Answer is Wrong: B is wrong because a CUCM Publisher is a single server holding the master database-it is not a 'logical relationship of physical servers.' That description better defines a CUCM cluster. C is wrong because CUCM does not ask CVP for routing instructions-CVP is an IVR/queuing platform, and routing decisions come from ICM. D is wrong because this is backwards-in a CUCM cluster, the Publisher holds the master Read/Write copy of the configuration database, while Subscribers receive replicated copies.
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NEW QUESTION # 13
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)
Answer: C,D
NEW QUESTION # 14
Which communication protocol is being used between PG/Router and Live Data to generate report information?
Answer: D
NEW QUESTION # 15
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