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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Topic 2: Configuration and Implementation | 20% | - Configure agent teams and supervisors - Implement precision routing - Utilize Finesse administration tool |
| Topic 3: Overview | 20% | - Explain call flow - Describe access tools - Understand Contact Center basics - Describe CCE components and architecture |
| Topic 4: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 5: Basic Calls and Agent Settings | 20% | - Configure basic call treatment - Build basic ICM scripts - Configure basic agent functionality - Deploy basic call settings |
| Topic 6: Advanced Configuration | 20% | - Implement VXML applications - Configure roles and departments - Configure RONA support |
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NEW QUESTION # 36
How does CUCM function in CCE?
Answer: C
Explanation:
In the Cisco Contact Center Enterprise (CCE) environment, CUCM functions as per option A. Unified Communications Manager (CUCM) queries the Intelligent Contact Management (ICM) component on how to handle Unified CCE calls and then routes the call according to the instructions provided by the Unified CCE.
This integration allows for seamless call routing and management within the contact center ecosystem.References:Cisco's documentation on CCE integration with CUCM details this interaction, explaining how CUCM collaborates with ICM to route calls within the contact center.
NEW QUESTION # 37
Which variable remains available to all scripts in the system until reset?
Answer: B
Explanation:
Cisco CCE scripting uses several types of variables with different scopes and lifetimes. Understanding variable persistence is critical for designing multi-script workflows where data must be preserved across script transitions.
Why the Correct Answer is Right: C is correct. User Variables (also called Persistent Variables) are system- wide variables that persist across all scripts and are not cleared when a call ends or transfers to another script.
They must be explicitly reset. This makes them ideal for tracking data across complex multi-script call flows, as documented in the Cisco ICM Scripting and Media Routing Guide.
Why Each Incorrect Answer is Wrong: A is wrong because Caller Entered Digits (CED) is populated from DNIS/IVR input and is scoped to the current call leg-it does not persist globally across scripts. B is wrong because Call Variables are associated with a specific call and are cleared when the call terminates-they do not persist globally. D is wrong because Peripheral Variables are specific to the peripheral (PG) context and are not available system-wide across all scripts.
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NEW QUESTION # 38
What are the two main features of theCisco VVB? (Choose two.)
Answer: A,C
Explanation:
Explanation
Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. Cisco VVB has the following features: * Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies. * Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configu
NEW QUESTION # 39
What is the function of the CVP Subdialog Return element in a VXML application?
Answer: C
NEW QUESTION # 40
Which server holds the .wav files on a UCCE environment?
Answer: C
NEW QUESTION # 41
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