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| Section | Weight | Objectives |
|---|
| Advanced Features | 10% | - Understand CCE features beyond default settings
|
| Overview | 20% | - Describe CCE components and architecture - Describe access tools - Understand Contact Center basics - Explain call flow
|
| Configuration and Implementation | 20% | - Configure agent teams and supervisors - Utilize Finesse administration tool - Implement precision routing
|
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC)
|
| Basic Calls and Agent Settings | 20% | - Configure basic agent functionality - Deploy basic call settings - Configure basic call treatment - Build basic ICM scripts
|
| Advanced Configuration | 20% | - 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?
- A. on CVP OPS console
- B. on the phone in CUCM
- C. on the script in UCCE
- D. on the desk setting on UCCE
Answer: A
NEW QUESTION # 35
How does CUCM function in CCE?
- A. In a CUCM cluster, the Subscriber keeps the master Read/Write copy of configuration DB, which is replicated to all servers in the cluster.
- B. Unified CM asks CVP what to do with Unified CCE calls and routes the call according to the instructions provided by the CVP.
- C. Unified CM asks ICM what to do with Unified CCE calls and routes the call according to the instructions provided by the Unified CCE.
- D. A Unified CM Publisher is a logical relationship of physical (deployed as virtual Machines) servers combined for redundancy purposes.
Answer: C
NEW QUESTION # 36
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?
- A. ICM sends an Agent Label, which prompts a command to CVP.
- B. ICM sends a VRU Label, which prompts a command to CVP
- C. ICM responds to the Route Request by running an Administrative Script.
- D. ICM responds to the Route Request by running a Routing Script.
Answer: C
NEW QUESTION # 37
Which tool can be used to verify the configuration of Basic Call settings?
- A. Router Log Viewer
- B. Call Tracer
- C. ICM Script Editor
- D. Deleted Objects tool
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.
################################################################################
NEW QUESTION # 38
Which two components must be configured for CCE to begin routing the contact and start processing the call?
(Choose two.)
- A. Network VRU
- B. ICM script
- C. Call type
- D. Media routing domain
- E. Skill Targets
Answer: B,C
NEW QUESTION # 39
......
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