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Cisco 500-442 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Advanced Configuration	20%	- Configure RONA support - Configure roles and departments - Implement VXML applications
Topic 2: Overview	20%	- Understand Contact Center basics - Describe CCE components and architecture - Explain call flow - Describe access tools
Topic 3: Reporting	10%	- Utilize Cisco Unified Intelligence Center (CUIC)
Topic 4: Advanced Features	10%	- Understand CCE features beyond default settings
Topic 5: Configuration and Implementation	20%	- Implement precision routing - Utilize Finesse administration tool - Configure agent teams and supervisors
Topic 6: Basic Calls and Agent Settings	20%	- Deploy basic call settings - Configure basic agent functionality - Configure basic call treatment - Build basic ICM scripts

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q34-Q39):

NEW QUESTION # 34
What are two PCCE deployment models that support the Avaya ACD Integration? (Choose two.)

A. DPCCE 4K
B. PCCE Admin Mode
C. PCCE Lab Mode
D. DPCCE 12K
E. PCCE 2K

Answer: B,C

NEW QUESTION # 35
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)

A. the max file size is 40 MB
B. the file format is mp3
C. the file format is wav
D. G711 mu-law or a-law
E. G729

Answer: D,E

NEW QUESTION # 36
What are the two main features of theCisco VVB? (Choose two.)

A. allows an agent to retrieve the required information through voice commands without interacting with a customer
B. supports only one language forCisco VVBserver prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
C. provides a more comprehensive and effective agent service by efficiently handling call traffic with self-service or fast transfer to the correct customer the first time
D. allows customers to retrieve the required information through voice commands without interacting with an agent
E. provides multilingual support forCisco VVBserver prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities

Answer: D,E

Explanation:
Explanation
Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. Cisco VVB has the following features: * Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies. * Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configu

NEW QUESTION # 37
Which two steps are required to configure RONAfor CCE? (Choose two.)

A. CCE Web Admin
B. Skill target configuration
C. Survivability
D. Auto-answer
E. Scripting logic

Answer: A,B

NEW QUESTION # 38
How are additional ICM Tools added?

A. Admin Server node will add the additional tools provided in the Administration Tools folder.
B. The Logger Server node will add the additional tools provided in the Administration Tools folder.
C. PG Server node will add the additional tools provided in the Administration Tools folder.
D. Script Editor is available in the PG and ICM Router server.

Answer: A

Explanation:
Additional ICM tools are typically added through the Admin Server node. The Administration Tools folder on the Admin Server contains various ICM configuration and management tools, including the Script Editor, Configuration Manager, and others. By installing or configuring these tools on the Admin Server, they become available for use in managing and configuring the ICM environment.References:Cisco ICM/UCCE administrative documentation provides guidelines on setting up and managing the ICM environment, including the addition of tools through the Admin Server.

NEW QUESTION # 39
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