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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 | - Performance monitoring and fault isolation - Logging and diagnostics |
| Topic 3: System Administration | - User and agent configuration - Call routing and scripting basics |
| Topic 4: Configuration and Maintenance | - System configuration management - Upgrades and lifecycle management |
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NEW QUESTION # 32
Which two servers can be accessed from the Web Administration tool? (Choose two.)
Answer: C,E
NEW QUESTION # 33
Which communication protocol is being used between PG/Router and Live Data to generate report information?
Answer: B
NEW QUESTION # 34
Which variable remains available to all scripts in the system until reset?
Answer: D
Explanation:
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.
NEW QUESTION # 35
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
Answer: A,D
NEW QUESTION # 36
What are two default CCB VXML applications that could be modified? (Choose two.)
Answer: A,B
Explanation:
Cisco Courtesy Callback (CCB) is a feature that allows callers to hang up and receive a callback when an agent becomes available, eliminating hold time. It uses VXML applications for its IVR interaction flows.
Why the Correct Answer is Right: A is correct because CallbackEntry is a default CCB VXML application delivered with Cisco CVP. It handles the initial interaction where the caller chooses to receive a callback- administrators can modify it to customize prompts and logic. E is correct because CallbackQueue is another default CCB VXML application that manages the queueing experience-playing hold music and managing the callback position. Both are modifiable to meet business requirements.
Why Each Incorrect Answer is Wrong: B is wrong because cvp_ccb-vxml.tcl is a Tcl script file used in IOS gateway configurations for CCB, not a VXML application modifiable in Call Studio. C is wrong because
'Callback Engine' is a conceptual component description, not a named VXML application file. D is wrong because 'BillingQueue' is not a default CCB VXML application-it does not exist in the standard Cisco Courtesy Callback application set.
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NEW QUESTION # 37
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