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| Section | Objectives |
|---|---|
| Topic 1: Cisco Contact Center Enterprise Architecture | - Core components overview (CUCM, CVP, UCCE) - Deployment models and system architecture |
| Topic 2: Troubleshooting and Monitoring | - Logging and diagnostics - Performance monitoring and fault isolation |
| Topic 3: System Administration | - Call routing and scripting basics - User and agent configuration |
| Topic 4: Configuration and Maintenance | - System configuration management - Upgrades and lifecycle management |
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NEW QUESTION # 15
What are two possible Outbound Dialing Modes?
Answer: C,E
Explanation:
Cisco CCE Outbound Option provides automated outbound calling capabilities. Different dialing modes offer varying levels of automation and agent involvement in the outbound call process.
Why the Correct Answer is Right: B is correct because Preview Mode is a standard outbound dialing mode where the agent receives the customer record and can review it before the system places the outbound call.
The agent has control to accept, skip, or reject the record. E is correct because Predictive Mode is an automated dialing mode where the outbound dialer predicts agent availability and automatically places calls ahead of agents becoming free, maximizing agent talk time. Both are documented in Cisco Outbound Option guides.
Why Each Incorrect Answer is Wrong: A is wrong because 'Direct Predictive Mode' is not a named outbound dialing mode in Cisco documentation-standard modes are Preview, Progressive, Predictive, and Direct Preview. C is wrong because 'Progression Mode' is not a standard Cisco outbound dialing mode name-the correct term is 'Progressive Mode.' D is wrong because 'Accept Mode' is not a recognized Cisco Outbound Option dialing mode designation.
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NEW QUESTION # 16
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?
Answer: D
NEW QUESTION # 17
What are the two main features of the Cisco VVB? (Choose two.)
Answer: C,D
Explanation:
The Cisco Virtualized Voice Browser (VVB) is a software-based IVR platform that delivers self-service capabilities, rendering VXML applications and interfacing with ASR/TTS engines so callers can interact through speech.
Why the Correct Answer is Right: A is correct because VVB supports multilingual ASR/TTS, enabling prompts and recognition in multiple languages, which is a core design feature documented in the Cisco VVB Administration Guide. E is correct because the primary purpose of VVB is to empower customers to self- serve via voice-retrieving account info, routing themselves, or completing transactions without live agents.
Why Each Incorrect Answer is Wrong: B is wrong because agents do not retrieve information via VVB voice commands-VVB is customer-facing. C is wrong because VVB explicitly supports multiple languages, not just one. D is wrong because efficient call traffic routing describes the ICM/CVP layer, not VVB's core feature set.
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NEW QUESTION # 18
What value is used for Variable REQUERY_NO ANSWER?
Answer: B
Explanation:
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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NEW QUESTION # 19
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?
Answer: A
NEW QUESTION # 20
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