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| Section | Objectives |
|---|---|
| Cisco Contact Center Enterprise Architecture | - Core components overview (CUCM, CVP, UCCE) - Deployment models and system architecture |
| System Administration | - Call routing and scripting basics - User and agent configuration |
| Configuration and Maintenance | - Upgrades and lifecycle management - System configuration management |
| Troubleshooting and Monitoring | - Performance monitoring and fault isolation - Logging and diagnostics |
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NEW QUESTION # 39
When is the IVR leg established in a CCE Call Flow?
Answer: A
Explanation:
In a Cisco CCE call flow, the call has two primary legs-the PSTN/SIP leg (call signaling) and the IVR leg (self-service treatment). These are established as separate connections at different stages of the call flow.
Why the Correct Answer is Right: C is correct. The IVR leg is established when CVP sends an HTTP request to the VVB (or IOS VXML Gateway) to deliver a VXML application for caller interaction. The VVB connects to the caller's audio path, and this HTTP connection constitutes the IVR leg. This is documented precisely in the Cisco CVP Solution Reference Network Design (SRND).
Why Each Incorrect Answer is Wrong: A is wrong because the VXML Server is hosted on CVP-CVP connects to itself internally; this does not define the IVR leg. B is wrong because CVP connects to the Media Server for audio prompts, but this HTTP link is for media retrieval, not IVR leg establishment. D is wrong because the SIP INVITE from the Ingress Gateway to CVP establishes the SIP call leg, not the IVR leg.
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NEW QUESTION # 40
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?
Answer: C
NEW QUESTION # 41
Which two components must a script be associated with to run? (Choose two.)
Answer: C,D
Explanation:
For a script to run in a Cisco Contact Center environment, it must be associated with:D.Call Type:Call Types categorize calls based on their characteristics or how they should be handled. Associating a script with a Call Type allows the system to execute the script for calls of that category, applying the specific routing logic defined in the script.E.Dialed Number (DN):The Dialed Number is used to identify the call's intended destination or service. Associating a script with a Dialed Number allows the system to trigger the script when a call is received on that number, ensuring that calls are processed according to the routing logic defined for that DN.References:Cisco scripting and configuration documentation for Contact Center solutions detail how scripts are associated with Call Types and Dialed Numbers to control call routing and processing.
NEW QUESTION # 42
Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)
Answer: B,C
NEW QUESTION # 43
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?
Answer: C
Explanation:
When CVP receives a new call and determines that routing decisions are needed, it sends a Route Request to the ICM Central Controller. ICM's response to this request is a core part of the call flow sequence.
Why the Correct Answer is Right: B is correct. When ICM receives a new Route Request from CVP, it responds by executing the Routing Script associated with the matched Call Type/Dialed Number. The Routing Script contains all the logic for determining how to handle the contact. This is the primary documented response mechanism in the Cisco CCE SRND.
Why Each Incorrect Answer is Wrong: A is wrong because ICM sends an Agent Label only after the Routing Script has identified an available agent and determined the call should be connected-this is a subsequent step, not the immediate response. C is wrong because Administrative Scripts handle non-call activities and are not executed in response to inbound Route Requests from CVP. D is wrong because ICM sends a VRU Label when it wants to send the call to self-service treatment-this also occurs after script execution, not as the immediate response to the Route Request itself.
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NEW QUESTION # 44
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