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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - Third-party integrations and APIs - Advanced workflow design - Analytics and optimization - AI-powered routing and automation |
| Telephony and Call Routing | 30% | - Inbound and outbound telephony settings - Voice channel troubleshooting - Voice call routing components configuration - Webex Contact Center telephony architecture options - Telephony integration configuration |
| Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
| Tenant Configuration and Reporting | 30% | - User and team configuration - Call recording configuration - Agent and supervisor desktop setup - Network requirements for Webex Contact Center - Reporting dashboards and visualizations |
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NEW QUESTION # 32
A customer complains that Webex meetings consume excessive bandwidth during large conferences with video enabled. Which feature helps optimize bandwidth utilization?
Answer: A
Explanation:
Call Admission Control (CAC) combined with adaptive video resolution helps optimize bandwidth usage by dynamically adjusting video quality according to network conditions and limiting oversubscription. SIP normalization and H.323 gatekeepers do not directly address modern Webex video bandwidth optimization strategies.
NEW QUESTION # 33
During troubleshooting, an engineer observes high packet loss affecting Webex meetings. Which symptom is MOST likely experienced by users?
Answer: B
Explanation:
Packet loss directly impacts real-time media streams, causing symptoms such as choppy audio, robotic voice quality, frozen video, or one-way audio. Collaboration applications are highly sensitive to packet loss because RTP traffic depends on continuous packet delivery with minimal retransmission opportunities.
NEW QUESTION # 34
An administrator needs to authenticate users to Webex services using the company's existing identity provider. Which technology enables this integration?
Answer: A
Explanation:
SAML SSO allows organizations to integrate Webex authentication with enterprise identity providers such as Azure AD or Okta. Users can authenticate using existing corporate credentials.
SNMP, CAPF, and TFTP are unrelated to federated identity and single sign-on authentication workflows.
NEW QUESTION # 35
A collaboration engineer needs to secure communications between Webex devices and cloud services. Which protocol combination provides signaling encryption and media encryption?
Answer: A
Explanation:
TLS encrypts signaling traffic such as SIP registration and call setup messages, while SRTP encrypts voice and video media streams. Together, they provide end-to-end protection for collaboration traffic. SIP and RTP alone do not inherently encrypt communications unless paired with TLS and SRTP respectively.
NEW QUESTION # 36
A supervisor within your organization must be able to record agent desktop screens with call audio to enhance application usage and process compliance during customer interactions in Webex Contact Center.
Which two functionalities must the administrator configure to ensure that the feature is properly set up and working correctly? (Choose two.)
Answer: C,D
Explanation:
Screen recording with call audio in Webex Contact Center is a quality-management capability, not a generic flow or Webex Connect capability. Cisco positions Webex Workforce Optimization as the suite for quality management, workforce management, and related supervisor quality workflows. Screen recording requires the WFO quality management components and the proper Quality Management entitlement or license. Custom connectors to conversation intelligence platforms may export or analyze conversation data, but they do not create the native supervisor screen-recording capability. Webex Connect is the CPaaS/digital-channel automation platform and is not used to capture agent desktop screens with call audio. Calabrio ONE is historically associated with workforce optimization, but the Cisco answer pattern for current Webex Contact Center setup is Webex WFO plus the Quality Management license. That combination gives supervisors the recording and evaluation layer needed to review agent application usage and process compliance. Reference:
Cisco Help, Webex Contact Center Setup and Administration Guide; Webex Contact Center Data Sheet.
NEW QUESTION # 37
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