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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 2: Overview | 20% | - Explain call flow - Describe CCE components and architecture - Describe access tools - Understand Contact Center basics |
| Topic 3: Advanced Configuration | 20% | - Configure roles and departments - Configure RONA support - Implement VXML applications |
| 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: Basic Calls and Agent Settings | 20% | - Configure basic call treatment - Configure basic agent functionality - Build basic ICM scripts - Deploy basic call settings |
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NEW QUESTION # 38
Which variable remains available to all scripts in the system until reset?
Answer: C
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 # 39
Apart from CVP Call Studio, what are two other components that have a role in the VXML application's functioning? (Choose two.)
Answer: C,D
NEW QUESTION # 40
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor. Where can this task be accomplished?
Answer: D
Explanation:
Cisco CCE uses Windows Active Directory for user authentication and security group membership to control access to administrative tools like Configuration Manager and Script Editor.
Why the Correct Answer is Right: C is correct. Security group membership for CCE tool access is managed directly in Active Directory (AD). The CCE installer creates specific AD security groups (e.g., UCCEConfig, UCCEScript) during installation. Administrators add user accounts to these AD security groups to grant access to Configuration Manager, Script Editor, and other CCE tools. This is documented in the Cisco CCE Installation Guide.
Why Each Incorrect Answer is Wrong: A is wrong because CCE Admin page manages CCE operational objects (agents, teams, skill groups) but does not control Windows Active Directory security group membership for tool access. B is wrong because Domain Manager is not a standard CCE component-it is not the interface used to manage AD security group membership. D is wrong because Configuration Manager itself requires the user to already have appropriate AD group membership before they can access it-it cannot be used to grant access to itself.
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NEW QUESTION # 41
What does Precision Routing use to determine if an agent is part of its pool?
Answer: A
Explanation:
Precision Routing in Cisco Contact Center Enterprise (CCE) uses B. Attributes to determine if an agent is part of its pool. Attributes can include various criteria such as language skills, product knowledge, or any other definable characteristic relevant to call routing. This allows for more granular and flexible routing decisions compared to traditional skill-based routing.References:Cisco's technical documentation on Precision Routing provides insights into how attributes are used to match callers with the most suitable agents.
NEW QUESTION # 42
Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)
Answer: B,D
Explanation:
Before Cisco CCE can route any contact, the system needs to know what to do with it (the script) and how to classify it (the call type). These two elements form the minimum viable routing configuration required to begin processing.
Why the Correct Answer is Right: A is correct because an ICM Routing Script must exist and be active for CCE to process the call-without a script, there is no routing logic to execute. D is correct because a Call Type must be configured and associated with the ICM script. The Call Type classifies the inbound contact via Dialed Number matching and triggers the appropriate routing script.
Why Each Incorrect Answer is Wrong: B is wrong because Skill Targets are configured within scripts as routing targets, but the system can begin processing a call even before skill targets are reached in the script logic. C is wrong because Network VRU is required for IVR treatment, but a basic call can be routed to an agent without VRU involvement-it is not a minimum requirement. E is wrong because Media Routing Domains are typically pre-configured by default and do not need to be explicitly configured as a prerequisite to begin routing.
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NEW QUESTION # 43
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