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Cisco 500-442 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Advanced Configuration20%- Implement VXML applications
- Configure RONA support
- Configure roles and departments
Topic 2: Basic Calls and Agent settings20%- Configure basic call treatment
- Build basic ICM scripts
- Deploy basic call settings
- Configure basic agent functionality
Topic 3: Overview20%- Describe CCE components and architecture
- Describe access tools
- Explain call flow
- Understand Contact Center basics
Topic 4: Reporting10%- Utilize CUIC
Topic 5: Advanced Features10%- Understand CCE features beyond default
Topic 6: Configuration and Implementation20%- Implement precision routing
- Configure agent teams and supervisors
- Utilize Finesse administration tool

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q47-Q52):

NEW QUESTION # 47
What are two descriptions for the Agent Targeting Rule? (Choose two.)

Answer: B,C


NEW QUESTION # 48
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)

Answer: B,D


NEW QUESTION # 49
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?

Answer: A

Explanation:
Understanding the precise sequence of events in a CCE call flow is fundamental to troubleshooting and design. The call flow begins at the PSTN/Ingress Gateway and proceeds through multiple components in a defined order.
Why the Correct Answer is Right: D is correct. The very next step after the call arrives and is held on the Ingress Gateway is that the Gateway uses a configured Dial Peer to deliver a SIP INVITE message to the CVP server. The Dial Peer matches the dialed number and routes the SIP signaling to CVP. This is step 2 in the documented Cisco CCE Call Flow in the SRND.
Why Each Incorrect Answer is Wrong: A is wrong because ICM running a Routing Script happens much later-after CVP has received the SIP INVITE, sent a Route Request to ICM, and ICM has begun processing.
B is wrong because CVP delivers a Route Request to ICM after receiving the SIP INVITE-this is step 3 or 4 in the sequence, not immediately after the gateway holds the call. C is wrong because CVP establishing the HTTP link with VVB occurs after ICM has responded with a VRU label-this is step 5 or later in the flow.
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NEW QUESTION # 50
Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)

Answer: A,B

Explanation:
Before Cisco CCE can route any contact, the system needs to know what to do with it (the script) and how to classify it (the call type). These two elements form the minimum viable routing configuration required to begin processing.
Why the Correct Answer is Right: A is correct because an ICM Routing Script must exist and be active for CCE to process the call-without a script, there is no routing logic to execute. D is correct because a Call Type must be configured and associated with the ICM script. The Call Type classifies the inbound contact via Dialed Number matching and triggers the appropriate routing script.
Why Each Incorrect Answer is Wrong: B is wrong because Skill Targets are configured within scripts as routing targets, but the system can begin processing a call even before skill targets are reached in the script logic. C is wrong because Network VRU is required for IVR treatment, but a basic call can be routed to an agent without VRU involvement-it is not a minimum requirement. E is wrong because Media Routing Domains are typically pre-configured by default and do not need to be explicitly configured as a prerequisite to begin routing.
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NEW QUESTION # 51
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?

Answer: C


NEW QUESTION # 52
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