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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 2: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Topic 3: Basic Calls and Agent Settings | 20% | - Deploy basic call settings - Configure basic agent functionality - Configure basic call treatment - Build basic ICM scripts |
| Topic 4: Overview | 20% | - Describe CCE components and architecture - Describe access tools - Understand Contact Center basics - Explain call flow |
| Topic 5: Advanced Configuration | 20% | - Configure roles and departments - Configure RONA support - Implement VXML applications |
| Topic 6: Configuration and Implementation | 20% | - Implement precision routing - Configure agent teams and supervisors - Utilize Finesse administration tool |
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NEW QUESTION # 11
Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)
Answer: B,D
NEW QUESTION # 12
What are the two main features of theCisco VVB? (Choose two.)
Answer: A,C
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 # 13
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:
In a Cisco Contact Center Enterprise (CCE) Call Flow, after a call arrives and is held on a port on the Ingress Gateway, the next step is typically D. Using a configured Dial Peer, the Ingress Gateway delivers a SIP invite message to the CVP server. This step initiates the call's entry into the Cisco Voice Portal (CVP) for further processing, which may include IVR interactions, queueing, or routing to an agent based on the defined call routing logic.References:Cisco CCE solution documentation provides detailed call flow diagrams and explanations, illustrating how calls progress through the system from the Ingress Gateway to CVP and beyond.
NEW QUESTION # 14
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?
Answer: C
NEW QUESTION # 15
How does CUCM function in CCE?
Answer: D
Explanation:
In a Cisco CCE deployment, CUCM (Cisco Unified Communications Manager) handles call signaling and agent phone management. Understanding how CUCM interacts with CCE routing is fundamental to the overall architecture.
Why the Correct Answer is Right: A is correct. In CCE, CUCM does not make routing decisions independently-it relies on ICM (via the PG) for routing intelligence. When a call arrives at CUCM that needs CCE handling, CUCM defers to ICM for routing instructions. ICM processes the call through its routing scripts and returns routing decisions that CUCM then executes. This is the documented CUCM-ICM integration model.
Why Each Incorrect Answer is Wrong: B is wrong because a CUCM Publisher is a single server holding the master database-it is not a 'logical relationship of physical servers.' That description better defines a CUCM cluster. C is wrong because CUCM does not ask CVP for routing instructions-CVP is an IVR/queuing platform, and routing decisions come from ICM. D is wrong because this is backwards-in a CUCM cluster, the Publisher holds the master Read/Write copy of the configuration database, while Subscribers receive replicated copies.
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NEW QUESTION # 16
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