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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Configuration | 20% | - Configure RONA support - Configure roles and departments - Implement VXML applications |
| Topic 2: Basic Calls and Agent Settings | 20% | - Deploy basic call settings - Configure basic call treatment - Configure basic agent functionality - Build basic ICM scripts |
| Topic 3: Overview | 20% | - Describe access tools - Explain call flow - Understand Contact Center basics - Describe CCE components and architecture |
| Topic 4: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Topic 5: Configuration and Implementation | 20% | - Implement precision routing - Configure agent teams and supervisors - Utilize Finesse administration tool |
| Topic 6: Advanced Features | 10% | - Understand CCE features beyond default settings |
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NEW QUESTION # 14
What are two possible Outbound Dialing Modes? (Choose two.]
Answer: C,D
NEW QUESTION # 15
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)
Answer: D,E
NEW QUESTION # 16
When is the IVR leg established in a CCE Call Flow?
Answer: C
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 # 17
What does Precision Routing use to determine if an agent is part of its pool?
Answer: D
Explanation:
Cisco Precision Routing (PR) provides dynamic, multi-dimensional routing based on agent characteristics.
Unlike traditional Skill Group routing, PR uses a different mechanism to define which agents qualify to handle specific contact types.
Why the Correct Answer is Right: B is correct. Precision Routing uses Attributes-named characteristics assigned to agents with associated proficiency values (weights). A Precision Queue defines criteria using these attributes to determine which agents are in its eligible pool. Agents are dynamically evaluated against attribute criteria at routing time, as documented in the Cisco CCE Features Guide.
Why Each Incorrect Answer is Wrong: A is wrong because 'Skills' belong to the traditional Skill Group routing paradigm-Precision Routing specifically replaces Skills with Attributes, and using the term 'Skills' in a Precision Routing context is incorrect. C is wrong because Expressions are used in Precision Queue steps to define matching criteria, but they reference Attributes-Attributes are what define agent pool membership. D is wrong because Teams are organizational groupings for supervisory purposes; Precision Queues do not use Team membership to determine agent pool eligibility.
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NEW QUESTION # 18
Which two components must a script be associated with to run? (Choose two.)
Answer: A,C
NEW QUESTION # 19
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