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Cisco 500-442 Exam Syllabus Topics:

Section	Weight	Objectives
Configuration and Implementation	20%	- Utilize Finesse administration tool - Configure agent teams and supervisors - Implement precision routing
Reporting	10%	- Utilize CUIC
Advanced Configuration	20%	- Configure roles and departments - Configure RONA support - Implement VXML applications
Advanced Features	10%	- Understand CCE features beyond default
Overview	20%	- Explain call flow - Understand Contact Center basics - Describe CCE components and architecture - Describe access tools
Basic Calls and Agent settings	20%	- Configure basic call treatment - Build basic ICM scripts - Configure basic agent functionality - Deploy basic call settings

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q23-Q28):

NEW QUESTION # 23
What are two tools an Agent Desktop Admin Role can access? (Choose two.)

A. Workflow
B. Call Trace
C. Config Manager Tools
D. Reason Code
E. Script Editor

Answer: A,D

Explanation:
the Agent Desktop Admin Role can access the Script Editor tool and the Config Manager Tools. The Script Editor tool allows agents to customize their scripts, while the Config Manager Tools allow administrators to manage their configuration settings across multiple devices.
An Agent Desktop Admin Role in Cisco's contact center solutions can access the following two tools:C.Reason Code:This tool allows the desktop admin to configure and manage the reason codes that agents can use to indicate their status (e.g., not ready, wrap-up). It's crucial for tracking and managing agent availability and productivity.D.Workflow:This tool enables the desktop admin to define and manage workflows on the agent desktop, which can automate tasks, present specific call-related information, or trigger alerts based on predefined conditions.References:Cisco Finesse documentation, which covers agent desktop customization and administration, provides details on the tools and capabilities available to desktop administrators, including reason codes and workflows.

NEW QUESTION # 24
Which microapp is used to gather information from the caller?

A. Play Digit microapp
B. Get Speech microapp
C. Get Digits microapp
D. Play Media microapp

Answer: C

NEW QUESTION # 25
In CCE deployments, which two configuration tasks can be performed via the Finesse Server Administration page? {Choose two.)

A. Reason Codes
B. Skill-groups
C. Routing scripts
D. Workflows
E. Routing Layouts

Answer: A,D

Explanation:
The Cisco Finesse Administration page is a web interface for configuring the agent and supervisor desktop experience. It manages Finesse-specific objects rather than CCE routing objects.
Why the Correct Answer is Right: B is correct because Workflows in Finesse define automated actions triggered by events (e.g., a screen pop when a call arrives). Workflows are created and managed directly from the Finesse Administration page and assigned to teams. E is correct because Reason Codes (Not Ready reasons, Logout reasons) are configured in the Finesse Administration page. These codes appear in agent desktop dropdown menus when agents change states.
Why Each Incorrect Answer is Wrong: A is wrong because 'Routing Layouts' is not a Finesse concept- desktop layout configurations are managed differently and are not called routing layouts. C is wrong because Routing Scripts are created and managed in the ICM Script Editor, not the Finesse Administration page. D is wrong because Skill Groups are configured in CCE Configuration Manager or CCE Admin, not in Finesse Administration.
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NEW QUESTION # 26
Which two steps are required to configure a Supervisor? (Choose two.)

A. assign the Supervisor to only one Team
B. make sure the Supervisor has an Active Directory Account
C. assign the Supervisor to a Precision Queue
D. ensure that "Is Supervisor" is checked
E. assign the Supervisor to a Skill Group and Precision Queue

Answer: A,D

NEW QUESTION # 27
How does CUCM function in CCE?

A. Unified CM asks CVP what to do with Unified CCE calls and routes the call according to the instructions provided by the CVP.
B. A Unified CM Publisher is a logical relationship of physical (deployed as virtual Machines) servers combined for redundancy purposes.
C. In a CUCM cluster, the Subscriber keeps the master Read/Write copy of configuration DB, which is replicated to all servers in the cluster.
D. Unified CM asks ICM what to do with Unified CCE calls and routes the call according to the instructions provided by the Unified CCE.

Answer: D

Explanation:
In a Cisco CCE deployment, CUCM (Cisco Unified Communications Manager) handles call signaling and agent phone management. Understanding how CUCM interacts with CCE routing is fundamental to the overall architecture.
Why the Correct Answer is Right: A is correct. In CCE, CUCM does not make routing decisions independently-it relies on ICM (via the PG) for routing intelligence. When a call arrives at CUCM that needs CCE handling, CUCM defers to ICM for routing instructions. ICM processes the call through its routing scripts and returns routing decisions that CUCM then executes. This is the documented CUCM-ICM integration model.
Why Each Incorrect Answer is Wrong: B is wrong because a CUCM Publisher is a single server holding the master database-it is not a 'logical relationship of physical servers.' That description better defines a CUCM cluster. C is wrong because CUCM does not ask CVP for routing instructions-CVP is an IVR/queuing platform, and routing decisions come from ICM. D is wrong because this is backwards-in a CUCM cluster, the Publisher holds the master Read/Write copy of the configuration database, while Subscribers receive replicated copies.
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NEW QUESTION # 28
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