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| Section | Weight | Objectives |
|---|---|---|
| Reporting | 10% | - Utilize CUIC |
| Overview | 20% | - Explain call flow - Describe access tools - Understand Contact Center basics - Describe CCE components and architecture |
| Configuration and Implementation | 20% | - Configure agent teams and supervisors - Utilize Finesse administration tool - Implement precision routing |
| Advanced Configuration | 20% | - Configure roles and departments - Configure RONA support - Implement VXML applications |
| Advanced Features | 10% | - Understand CCE features beyond default |
| Basic Calls and Agent settings | 20% | - Configure basic call treatment - Build basic ICM scripts - Configure basic agent functionality - Deploy basic call settings |
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NEW QUESTION # 24
What are two tools an Agent Desktop Admin Role can access? (Choose two.)
Answer: B,C
Explanation:
the Agent Desktop Admin Role can access the Script Editor tool and the Config Manager Tools. The Script Editor tool allows agents to customize their scripts, while the Config Manager Tools allow administrators to manage their configuration settings across multiple devices.
An Agent Desktop Admin Role in Cisco's contact center solutions can access the following two tools:C.Reason Code:This tool allows the desktop admin to configure and manage the reason codes that agents can use to indicate their status (e.g., not ready, wrap-up). It's crucial for tracking and managing agent availability and productivity.D.Workflow:This tool enables the desktop admin to define and manage workflows on the agent desktop, which can automate tasks, present specific call-related information, or trigger alerts based on predefined conditions.References:Cisco Finesse documentation, which covers agent desktop customization and administration, provides details on the tools and capabilities available to desktop administrators, including reason codes and workflows.
NEW QUESTION # 25
What are two descriptions for the Agent Targeting Rule? (Choose two.)
Answer: C,E
NEW QUESTION # 26
Which VVB CLI command can set an individual media file to an expired state?
Answer: D
Explanation:
The correct Command Line Interface (CLI) command to set an individual media file to an expired state in Cisco Virtualized Voice Browser (VVB) is:D.set VVB cache stale_cache_entry <cache_entry_url>This command is used to manually mark a specific media file in the cache as stale, forcing the VVB to fetch a fresh copy of the media file the next time it is requested.References:Cisco VVB administration guides and CLI reference documents provide detailed instructions on using CLI commands, including managing cache entries.
NEW QUESTION # 27
Where can the Administration Tools folder tools be found when working on the Admin Server node?
Answer: C
Explanation:
In Cisco CCE, the Administration Tools folder contains utilities like Configuration Manager, Script Editor, and other management tools. These tools are installed on specific servers depending on the deployment role assigned to each server.
Why the Correct Answer is Right: C is correct. The Administration Tools folder and its included utilities are provided by the Admin Server (Administration & Data Server) node. When working on the Admin Server node within the CCE environment, it makes available all the tools in the Administration Tools folder for managing the CCE deployment. This is consistent with Cisco CCE installation and administration documentation.
Why Each Incorrect Answer is Wrong: A is wrong because the Script Editor is not available on PG or ICM Router servers-it is installed on the Admin Server. B is wrong because the PG Server node does not provide Administration Tools-it handles peripheral communications between CUCM and the ICM Router. D is wrong because the Logger Server stores call detail records in the database but does not host the Administration Tools folder.
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NEW QUESTION # 28
Which two types of scripts can be created with the Script Editor? (Choose two.)
Answer: D,E
NEW QUESTION # 29
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