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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Tenant Configuration and Reporting | 30% | - Configure multi-tier customer experience variables and thresholds - Describe Webex Contact Center reporting analytics and data visibility tracking - Analyze real-time and historical dashboards to isolate operational constraints - Configure Webex Contact Center users and identity records - Describe network requirements for Webex Contact Center systems - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure desktop layouts and custom desktop profiles for agents and supervisors |
| Topic 2: Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Describe AI capabilities within Webex Contact Center architectures
|
| Topic 3: Telephony and Call Routing | 30% | - Describe Webex Contact Center telephony architecture options
- Configure inbound and outdial telephony options for Webex Contact Center agents - Configure infrastructure components to route voice calls within Webex Contact Center flows
|
| Topic 4: Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
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NEW QUESTION # 26
What are two characteristics of the Microsoft Dynamics 365 Connector integration for Cisco Webex Contact Center? (Choose two.)
Answer: A,D
Explanation:
The Microsoft Dynamics 365 connector supports certificate-based OAuth authentication for secure integration with Dynamics 365. It also supports CRM-integrated agent workflows, such as screen pops, case handling, and activity logging from the Webex Contact Center integration.
NEW QUESTION # 27
Refer to the exhibit. An engineer is developing a web chat workflow for the marketing department.
After the standard Live Chat workflow template is deployed, chats are failing. The chat widget on the website is visible. When a new chat is started, the message "Sorry, unable to process your request right now. Please try again later" is received. The engineer debugs the workflow and receives the response in the exhibit from the resolve node. Which action resolves the issue?
Answer: D
Explanation:
The resolve node is failing because the workflow is passing an invalid domain value when creating the live chat conversation. In the standard Live Chat workflow template, the liveChatDomain custom variable must be set to the valid domain configured for the web chat asset so the conversation can be created successfully.
NEW QUESTION # 28
An administrator is designing a flow in Webex Connect that includes a Scheduled Callback activity node.
Which two values must be provided to configure the Scheduled Callback node successfully? (Choose two.)
Answer: B,D
Explanation:
A Scheduled Callback activity must know when the callback should occur and the timezone in which that schedule should be interpreted. Cisco's callback scheduling API and Webex Connect scheduling behavior use normalized date/time inputs so a callback is created at the expected customer time. The date format in the answer set is YYYY-MM-DD, which is the standard year-month-day format used by modern APIs and scheduling fields. The timezone is required because the same date and time can represent different UTC instants depending on the caller's or business's region. Customer name and phone ANI may be useful data in a broader callback workflow, but they are not the two key values asked here for configuring the Scheduled Callback node successfully. The YYYY-DD-MM format is not the accepted ordering and would create ambiguous or invalid schedules. The correct pair is therefore schedule date in YYYY-MM-DD format and schedule timezone. Reference: Webex Developer, Callback Schedule API; Webex Connect Help, Event Scheduler and scheduled flow activities.
NEW QUESTION # 29
What are the two types of Local Gateway trunking models with Webex Calling? (Choose two.)
Answer: A,B
Explanation:
Webex Calling Local Gateway supports certificate-based trunks and registration-based trunks.
These trunking models define how the Local Gateway authenticates and establishes SIP connectivity with Webex Calling.
NEW QUESTION # 30
Which statement describes the PSTN media and signaling requirements for calls arriving at Webex Contact Center?
Answer: A
Explanation:
For PSTN calls arriving at Webex Contact Center, the safe media statement is that the supported voice codecs are G.711 mu-law and G.711 A-law. Cisco's Webex Contact Center telephony material emphasizes PSTN and Local Gateway interoperability through standard SIP media, and the exam objective expects knowledge of codec compatibility at the service edge. Opus is widely used in WebRTC and collaboration media contexts, but it is not natively supported for PSTN ingress into Webex Contact Center without appropriate interworking or transcoding in the overall design. SIP early media support also must not be assumed as fully supported in every Webex Contact Center call path. DTMF handling is important, but the option saying it can use out-of- band is not the most accurate description of the PSTN media requirement in this question. The codec restriction is the definitive media requirement and is why option B is correct. Reference: Cisco Help, Set up voice channels for Webex Contact Center; Webex Contact Center architecture and telephony documentation.
NEW QUESTION # 31
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