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Cisco 500-442 Exam Syllabus Topics:

SectionWeightObjectives
Advanced Features10%- Understand CCE features beyond default settings
Overview20%- Describe CCE components and architecture
- Describe access tools
- Understand Contact Center basics
- Explain call flow
Configuration and Implementation20%- Configure agent teams and supervisors
- Utilize Finesse administration tool
- Implement precision routing
Reporting10%- Utilize Cisco Unified Intelligence Center (CUIC)
Basic Calls and Agent Settings20%- Configure basic agent functionality
- Deploy basic call settings
- Configure basic call treatment
- Build basic ICM scripts
Advanced Configuration20%- Configure RONA support
- Implement VXML applications
- Configure roles and departments

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q34-Q39):

NEW QUESTION # 34
Where should the RONA setting be positioned the highest?

Answer: A


NEW QUESTION # 35
How does CUCM function in CCE?

Answer: C


NEW QUESTION # 36
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?

Answer: C


NEW QUESTION # 37
Which tool can be used to verify the configuration of Basic Call settings?

Answer: B

Explanation:
After configuring the basic call flow elements in Cisco CCE (Dialed Numbers, Call Types, Scripts, Skill Groups), administrators need a way to verify that calls are being processed correctly and that configuration is working as expected in real time.
Why the Correct Answer is Right: D is correct. The Call Tracer (Call Trace tool) is the purpose-built diagnostic tool for verifying CCE call configuration. It allows administrators to trace a call through the entire CCE system in real time-showing how the Dialed Number is matched, which Call Type is selected, which Routing Script runs, and how the call is ultimately handled. This directly verifies Basic Call settings.
Why Each Incorrect Answer is Wrong: A is wrong because the Deleted Objects tool is used to manage and purge objects marked for deletion from the CCE database-it is not a diagnostic or verification tool. B is wrong because ICM Script Editor creates and modifies routing scripts-it can display script logic but does not actively trace call processing in real time. C is wrong because the Router Log Viewer provides detailed router processing logs for deep troubleshooting-it is a log analysis tool, not a real-time call configuration verification tool.
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NEW QUESTION # 38
Which two components must be configured for CCE to begin routing the contact and start processing the call?
(Choose two.)

Answer: B,C


NEW QUESTION # 39
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