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Cisco 500-442 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Basic Calls and Agent Settings	20%	- Configure basic agent functionality - Configure basic call treatment - Build basic ICM scripts - Deploy basic call settings
Topic 2: Overview	20%	- Describe CCE components and architecture - Describe access tools - Explain call flow - Understand Contact Center basics
Topic 3: Configuration and Implementation	20%	- Implement precision routing - Utilize Finesse administration tool - Configure agent teams and supervisors
Topic 4: Reporting	10%	- Utilize Cisco Unified Intelligence Center (CUIC)
Topic 5: Advanced Features	10%	- Understand CCE features beyond default settings
Topic 6: Advanced Configuration	20%	- Implement VXML applications - Configure RONA support - Configure roles and departments

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q14-Q19):

NEW QUESTION # 14
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?

A. ICM sends a VRU Label, which prompts a command to CVP
B. ICM responds to the Route Request by running a Routing Script.
C. ICM responds to the Route Request by running an Administrative Script.
D. ICM sends an Agent Label, which prompts a command to CVP.

Answer: C

NEW QUESTION # 15
How does Precision Queue allow callers to reach an Agent that is different from Skill groups?

A. Longest Available
B. the Weight of the attribute
C. the number of calls the agent has taken
D. the agent with the Most Attributes

Answer: D

NEW QUESTION # 16
Which two components are needed to setup RONA? (Choose two.)

A. Attribute settings
B. System timers
C. Skill Target Configuration
D. Call Routing Logic
E. Agent Permission levels

Answer: A,C

NEW QUESTION # 17
Which microapp is used to gather information from the caller?

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

Answer: D

Explanation:
Cisco CVP microapps are pre-built VXML application components that handle common IVR interactions without requiring full Call Studio development. They cover standard use cases like playing audio and collecting input.
Why the Correct Answer is Right: C is correct. The Get Digits microapp prompts the caller and collects DTMF (touch-tone) input-for example, account numbers, PINs, or menu selections. It is the standard tool for gathering information from callers using keypad input in a CVP self-service IVR, as documented in the Cisco CVP Operations Guide.
Why Each Incorrect Answer is Wrong: A is wrong because 'Play Digit' is not a recognized standard CVP microapp. The standard microapps include Play Media, Get Digits, Get Speech, Menu, and ECC Variable. B is wrong because Play Media plays audio files to the caller but does not collect any input-it is output only. D is wrong because Get Speech collects voice input via ASR, not DTMF digits; while it can gather information, Get Digits is the specific answer for keypad-based information gathering.
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NEW QUESTION # 18
What is the maximum number of attributes that can be assigned to an Agent?

A. 0
B. 1
C. 2
D. 3

Answer: D

Explanation:
In Cisco Contact Center Enterprise (CCE) environments, an agent can be assigned a maximum of 50 attributes. These attributes can include skills, proficiency levels, and other characteristics that help in routing calls to the most appropriate agent based on the requirements of the incoming contact and the agent's expertise.References:This information is typically found in Cisco CCE documentation, particularly in sections related to agent configuration and skill management.

NEW QUESTION # 19
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