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| Section | Weight | Objectives |
|---|---|---|
| Configuration and Implementation | 20% | - Implement precision routing - Utilize Finesse administration tool - Configure agent teams and supervisors |
| Advanced Configuration | 20% | - Implement VXML applications - Configure roles and departments - Configure RONA support |
| Basic Calls and Agent Settings | 20% | - Deploy basic call settings - Configure basic call treatment - Configure basic agent functionality - Build basic ICM scripts |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Overview | 20% | - Describe access tools - Describe CCE components and architecture - Explain call flow - Understand Contact Center basics |
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NEW QUESTION # 50
What are the two main features of the Cisco VVB? (Choose two.)
Answer: A,D
Explanation:
The Cisco Virtualized Voice Browser (VVB) is a software-based IVR platform that delivers self-service capabilities, rendering VXML applications and interfacing with ASR/TTS engines so callers can interact through speech.
Why the Correct Answer is Right: A is correct because VVB supports multilingual ASR/TTS, enabling prompts and recognition in multiple languages, which is a core design feature documented in the Cisco VVB Administration Guide. E is correct because the primary purpose of VVB is to empower customers to self- serve via voice-retrieving account info, routing themselves, or completing transactions without live agents.
Why Each Incorrect Answer is Wrong: B is wrong because agents do not retrieve information via VVB voice commands-VVB is customer-facing. C is wrong because VVB explicitly supports multiple languages, not just one. D is wrong because efficient call traffic routing describes the ICM/CVP layer, not VVB's core feature set.
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NEW QUESTION # 51
What value is used for Variable REQUERY_NO ANSWER?
Answer: B
NEW QUESTION # 52
In a contact center, agents must select the Reason Code when they go to the "Not Ready" state. Which configuration by an administrator in Agent Desk Settings allows this action?
Answer: D
Explanation:
Enabling "Require Idle Reason" in Agent Desk Settings allows this action. When this setting is enabled, agents must select a Reason Code when they change their state to "Not Ready." This helps in tracking the specific reasons why agents are not available to take calls, providing valuable insights for workforce management and operational efficiency.References:Cisco Unified Contact Center Enterprise documentation, particularly sections related to Agent Desk Settings and Reason Codes, provides guidelines on configuring these settings to require agents to specify reasons for their "Not Ready" status.
NEW QUESTION # 53
Which two components are needed to setup RONA? (Choose two.)
Answer: D,E
NEW QUESTION # 54
Which two steps are involved in configuring and evaluating business in an ICM script? (Choose two.)
Answer: B,C
Explanation:
Business Hours in Cisco CCE allow routing scripts to make time-aware decisions-directing calls differently during open hours, after hours, or holidays. Two configuration layers are required: defining the schedule and using it in a script.
Why the Correct Answer is Right: B is correct because Business Hours calendars are configured within the CCE Admin interface under Organizational Setup > Business Hours. This is where an administrator defines the operating schedule, holidays, and exception days. E is correct because after defining Business Hours in CCE Admin, the ICM Script Editor uses an IF node to evaluate the current time against the Business Hours calendar to determine routing logic.
Why Each Incorrect Answer is Wrong: A is wrong because a Set Variable node is used to assign values to variables, not part of the Business Hours evaluation workflow. C is wrong because the expression syntax shown contains inconsistencies, and this step alone without B is incomplete. D is wrong because Business Hours are configured under Organizational Setup > Business Hours, not under Departments.
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NEW QUESTION # 55
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