P.S.ShikenPASSがGoogle Driveで共有している無料の2026 Cisco 500-442ダンプ：https://drive.google.com/open?id=1uq-WxR44Btw5QJ6lyv5UOel7mcA_JrK2
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting | 10% | - Utilize CUIC |
| Topic 2: Basic Calls and Agent settings | 20% | - Configure basic agent functionality - Deploy basic call settings - Configure basic call treatment - Build basic ICM scripts |
| Topic 3: Overview | 20% | - Describe CCE components and architecture - Understand Contact Center basics - Explain call flow - Describe access tools |
| Topic 4: Advanced Configuration | 20% | - Configure roles and departments - Configure RONA support - Implement VXML applications |
| Topic 5: Configuration and Implementation | 20% | - Configure agent teams and supervisors - Implement precision routing - Utilize Finesse administration tool |
| Topic 6: Advanced Features | 10% | - Understand CCE features beyond default |
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質問 # 40
Which two steps are required to configure RONA for CCE? (Choose two.)
正解：A、D
解説：
RONA (Redirection on No Answer) automatically re-routes a call when an agent fails to answer within a timeout period and moves the agent to a Not Ready state. It requires both routing intelligence and proper target configuration to function.
Why the Correct Answer is Right: D is correct because Scripting logic is required for RONA in CCE. The ICM routing script must contain logic to handle the re-route event-defining where the call goes when an agent fails to answer (back to queue, different skill group, or fallback treatment). E is correct because Skill Target configuration is required because RONA needs valid agents and skill groups defined so the script can re-route the call to an alternative agent or group.
Why Each Incorrect Answer is Wrong: A is wrong because Survivability is a gateway feature for call preservation when WAN connectivity fails-it is unrelated to RONA configuration. B is wrong because Auto- answer is the opposite of RONA-it forces agents to answer automatically and would prevent RONA from ever triggering. C is wrong because while CCE Web Admin is used for general configuration, it is not a specific required step for RONA-RONA is primarily configured through scripting and skill target settings.
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質問 # 41
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?
正解：D
解説：
Agent Desk Settings in Cisco CCE control the behavioral rules for agents on their desktop, including whether they must provide reasons when changing state. The 'Not Ready' state is also known as the 'Idle' state in CCE terminology.
Why the Correct Answer is Right: C is correct. The 'Require Idle Reason' setting, when enabled in Agent Desk Settings, forces agents to select a Reason Code before entering the Not Ready (Idle) state. This provides supervisors with visibility into why agents are unavailable. This is explicitly documented in the Cisco CCE Features Guide under Agent Desk Settings.
Why Each Incorrect Answer is Wrong: A is wrong because 'Wrap-up on Incoming, set to Required' forces agents to enter a wrap-up code after completing an inbound call-it controls post-call wrap-up, not the Not Ready state. B is wrong because 'Require Logout Reason' forces agents to provide a reason when logging out of Finesse entirely, not when going to Not Ready/Idle state. D is wrong because 'Wrap-up on Outgoing, set to Required' applies to outbound call wrap-up, not the Not Ready state transition.
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質問 # 42
Which variable remains available to all scripts in the system until reset?
正解：C
解説：
In the context of Cisco Contact Center scripting, the User variable is designed to remain available and retain its value across all scripts in the system until it is explicitly reset. User variables are typically used to store information that needs to be accessible throughout the entire call lifecycle and across different scripts, making them ideal for tracking call context, caller information, or other persistent data.References:Cisco's scripting documentation for Contact Center solutions explains the different types of variables, including the User variable, and their scopes and lifecycles within the contact center scripting environment.
質問 # 43
What value is used for Variable REQUERY_NO ANSWER?
正解：C
解説：
In Cisco CCE routing scripts, the REQUERY variable is used to identify the reason a call is being re- submitted to the routing script (a re-query). Different numeric values indicate different re-query reasons, enabling scripts to handle each scenario appropriately.
Why the Correct Answer is Right: C is correct. The value 3 is the defined constant for REQUERY_NO_ANSWER in Cisco CCE ICM scripting. This value is returned when a call was presented to an agent who did not answer, and the system is re-queuing the call for routing. Script nodes check this variable to determine how to handle the re-queued call. This is documented in the Cisco ICM Scripting and Media Routing Guide.
Why Each Incorrect Answer is Wrong: A is wrong because value 1 typically corresponds to REQUERY_BUSY-indicating the agent extension was busy when the call was delivered. B is wrong because value 2 is typically used for REQUERY_TRANSFER_FAILED-indicating a call transfer attempt failed. D is wrong because value 4 is not the standard documented value for REQUERY_NO_ANSWER-the defined values are specific constants that must be used accurately in scripting logic.
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質問 # 44
Which two components must be configured for CCE to begin routing the contact and start processing the call?
(Choose two.)
正解：D、E
解説：
For CCE to begin routing the contact and start processing the call, the following components must be configured:A.ICM script:The ICM script contains the routing logic and instructions that dictate how calls are handled and routed within the contact center environment.D.Call type:Call types are used to categorize contacts based on their characteristics or requirements, allowing the ICM script to apply the appropriate routing decisions based on the call type classification.References:Cisco's documentation on Contact Center scripting and call type configuration provides insights into setting up these components for effective call routing and processing.
質問 # 45
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