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Cisco 500-442 Exam Syllabus Topics:

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

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q20-Q25):

NEW QUESTION # 20
In Finesse, how are different gadgets enabled for specific team members?

A. Ask an administrator to configure the team with a custom layout.
B. Only the same type and configuration of gadgets are supported for all users.
C. Ask the supervisor to add the gadget to the agents desktop.
D. Ask the agent to add the gadget to his desktop after launching Finesse.

Answer: D

NEW QUESTION # 21
What are two default CCB VXML applications that could be modified? (Choose two.)

A. CallbackEntry
B. Callback Engine
C. BillingQueue
D. CallbackQueue
E. cvp_ccb-vxml.tcl

Answer: A,D

Explanation:
Cisco Courtesy Callback (CCB) is a feature that allows callers to hang up and receive a callback when an agent becomes available, eliminating hold time. It uses VXML applications for its IVR interaction flows.
Why the Correct Answer is Right: A is correct because CallbackEntry is a default CCB VXML application delivered with Cisco CVP. It handles the initial interaction where the caller chooses to receive a callback- administrators can modify it to customize prompts and logic. E is correct because CallbackQueue is another default CCB VXML application that manages the queueing experience-playing hold music and managing the callback position. Both are modifiable to meet business requirements.
Why Each Incorrect Answer is Wrong: B is wrong because cvp_ccb-vxml.tcl is a Tcl script file used in IOS gateway configurations for CCB, not a VXML application modifiable in Call Studio. C is wrong because
'Callback Engine' is a conceptual component description, not a named VXML application file. D is wrong because 'BillingQueue' is not a default CCB VXML application-it does not exist in the standard Cisco Courtesy Callback application set.
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NEW QUESTION # 22
What value is used for Variable REQUERY_NO ANSWER?

A. 0
B. 1
C. 2
D. 3

Answer: A

NEW QUESTION # 23
Which two steps are required to configure a Supervisor? (Choose two.)

A. assign the Supervisor to a Skill Group and Precision Queue
B. make sure the Supervisor has an Active Directory Account
C. ensure that "Is Supervisor" is checked
D. assign the Supervisor to only one Team
E. assign the Supervisor to a Precision Queue

Answer: C,D

NEW QUESTION # 24
How many clusters of Finesse will a single PG support?

A. three
B. four
C. two
D. one

Answer: D

NEW QUESTION # 25
......

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