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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configuration and Implementation | 20% | - Configure agent teams and supervisors - Utilize Finesse administration tool - Implement precision routing |
| Topic 2: Basic Calls and Agent settings | 20% | - Build basic ICM scripts - Configure basic call treatment - Configure basic agent functionality - Deploy basic call settings |
| Topic 3: Reporting | 10% | - Utilize CUIC |
| Topic 4: Overview | 20% | - Describe access tools - Explain call flow - Describe CCE components and architecture - Understand Contact Center basics |
| Topic 5: Advanced Configuration | 20% | - Implement VXML applications - Configure RONA support - Configure roles and departments |
| Topic 6: Advanced Features | 10% | - Understand CCE features beyond default |
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NEW QUESTION # 51
What is the function of the CVP Subdialog Return element in a VXML application?
Answer: C
Explanation:
The function of the CVP Subdialog Return element in a VXML application is to populate variables sent back to Cisco Contact Center Enterprise (CCE) from the VXML application. This element is used at the end of a subdialog invocation to return control to the main IVR application, along with any data collected or processed during the subdialog. This mechanism allows for dynamic exchange of information between different parts of an IVR application and the broader Contact Center solution, enabling complex call flows and data-driven decision-making.References:Documentation on Cisco's VXML Server and CVP provides detailed information on how Subdialog Return elements are used within VXML applications to interface with CCE and other components of the Contact Center infrastructure.
NEW QUESTION # 52
Which server holds the .wav files on a UCCE environment?
Answer: B
Explanation:
on a UCCE environment, the server that holds the .wav files is the Media Server.
The server that holds the.wavfiles in a UCCE environment is D. Media Server. The Media Server stores and serves audio files (such as music on hold, IVR prompts, and announcements) used in the contact center. These files are accessed by various components within the UCCE environment, such as the VXML Gateway and CVP, to provide audio content to callers.References:Cisco Unified CCE documentation, particularly sections related to media resources and VXML applications, details the role of the Media Server in storing and delivering audio content within the contact center environment.
NEW QUESTION # 53
How many clusters of Finesse will a single PG support?
Answer: A
Explanation:
In Cisco CCE architecture, the Peripheral Gateway (PG) is the interface between the ICM Central Controller and peripheral systems like CUCM. Finesse communicates with CCE through this PG interface for agent state management.
Why the Correct Answer is Right: A is correct. According to Cisco's CCE design documentation, a single PG instance supports only one Finesse cluster. This is a hard architectural constraint-each PG-to-Finesse relationship is a one-to-one mapping to ensure call state synchronization and avoid conflicts in agent state management.
Why Each Incorrect Answer is Wrong: B is wrong because two Finesse clusters per PG is not supported in standard CCE deployment-each Finesse cluster must have its own dedicated PG connection. C is wrong because three clusters exceeds the supported limit; additional Finesse clusters require additional PGs. D is wrong because four clusters also exceeds the design limit. The one-to-one constraint exists to maintain data integrity and proper agent state tracking between PG and Finesse.
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NEW QUESTION # 54
Which .bat file displays the status of the VXML server and the applications running?
Answer: A
Explanation:
the Stalus.bat file will display the status of the VXML server and the applications running.
The .bat file that displays the status of the VXML server and the applications running on it is:B.Status.bat:This batch file, when executed, provides a snapshot of the current status of the VXML server, including any VXML applications that are deployed and running. It's a useful tool for administrators to quickly check the health and status of their VXML applications.References:Documentation for Cisco's Voice Browser or VXML Server typically includesinformation on utility scripts like Status.bat that help in managing and monitoring VXML applications.
NEW QUESTION # 55
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?
Answer: A
Explanation:
In a Cisco Contact Center Enterprise (CCE) Call Flow, when ICM receives a new Route Request from CVP, the response is B. ICM responds to the Route Request by running a Routing Script. This script contains the logic that determines how the call should be routed within the contact center, which could involve sending the call to an IVR for self-service, queueing the call for an available agent, or implementing other routing decisions based on the business rules defined in the script.References:Cisco CCE scripting and routing documentation provides insights into how ICM processes Route Requests and the role of Routing Scripts in determining call treatment and routing.
NEW QUESTION # 56
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