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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Basic Calls and Agent Settings | 20% | - Configure basic agent functionality - Build basic ICM scripts - Deploy basic call settings - Configure basic call treatment |
| Advanced Configuration | 20% | - Configure RONA support - Configure roles and departments - Implement VXML applications |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Configuration and Implementation | 20% | - Configure agent teams and supervisors - Implement precision routing - Utilize Finesse administration tool |
| Overview | 20% | - Explain call flow - Understand Contact Center basics - Describe CCE components and architecture - Describe access tools |
>> Detailed 500-442 Answers <<
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NEW QUESTION # 23
What is the maximum number of attributes that can be assigned to an Agent?
Answer: B
Explanation:
In Cisco Contact Center Enterprise (CCE) environments, an agent can be assigned a maximum of 50 attributes. These attributes can include skills, proficiency levels, and other characteristics that help in routing calls to the most appropriate agent based on the requirements of the incoming contact and the agent's expertise.References:This information is typically found in Cisco CCE documentation, particularly in sections related to agent configuration and skill management.
NEW QUESTION # 24
Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)
Answer: A,E
NEW QUESTION # 25
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: A
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 # 26
Which server holds the .wav files on a UCCE environment?
Answer: A
Explanation:
on a UCCE environment, the server that holds the .wav files is the Media Server.
The server that holds the.wavfiles in a UCCE environment is D. Media Server. The Media Server stores and serves audio files (such as music on hold, IVR prompts, and announcements) used in the contact center. These files are accessed by various components within the UCCE environment, such as the VXML Gateway and CVP, to provide audio content to callers.References:Cisco Unified CCE documentation, particularly sections related to media resources and VXML applications, details the role of the Media Server in storing and delivering audio content within the contact center environment.
NEW QUESTION # 27
In CCE deployments, which two configuration tasks can be performed via the Finesse Server Administration page? {Choose two.)
Answer: B,E
Explanation:
The Cisco Finesse Administration page is a web interface for configuring the agent and supervisor desktop experience. It manages Finesse-specific objects rather than CCE routing objects.
Why the Correct Answer is Right: B is correct because Workflows in Finesse define automated actions triggered by events (e.g., a screen pop when a call arrives). Workflows are created and managed directly from the Finesse Administration page and assigned to teams. E is correct because Reason Codes (Not Ready reasons, Logout reasons) are configured in the Finesse Administration page. These codes appear in agent desktop dropdown menus when agents change states.
Why Each Incorrect Answer is Wrong: A is wrong because 'Routing Layouts' is not a Finesse concept- desktop layout configurations are managed differently and are not called routing layouts. C is wrong because Routing Scripts are created and managed in the ICM Script Editor, not the Finesse Administration page. D is wrong because Skill Groups are configured in CCE Configuration Manager or CCE Admin, not in Finesse Administration.
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NEW QUESTION # 28
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