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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Features and AI | 25% | - Advanced workflow design - Third-party integrations and APIs - Analytics and optimization - AI-powered routing and automation |
| Topic 2: Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital contact routing configuration - Digital channel troubleshooting |
| Topic 3: Tenant Configuration and Reporting | 30% | - Agent and supervisor desktop setup - Reporting dashboards and visualizations - Network requirements for Webex Contact Center - Call recording configuration - User and team configuration |
| Topic 4: Telephony and Call Routing | 30% | - Voice channel troubleshooting - Voice call routing components configuration - Inbound and outbound telephony settings - Telephony integration configuration - Webex Contact Center telephony architecture options |
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NEW QUESTION # 44
A user has the agent role and plans to sign in to Cisco Webex Contact Center desktop.
Which system meets the requirements for WebRTC as the agent phone device?
A )
B )
C )
D )
Answer: A
Explanation:
Option B is the only system profile that aligns with the Webex Contact Center Desktop WebRTC requirements shown in the exhibit. Cisco's desktop system requirements identify supported browsers and agent device models for calling, including Webex Calling desktop/app computer audio and WebRTC handling from Agent Desktop. A practical WebRTC station must have sufficient bandwidth, a supported operating system and browser, and browser settings that do not block required desktop behavior. Option A is weak because the 384 Kbps bandwidth value is below the practical WebRTC threshold shown by the comparison choices. Option C explicitly disables JavaScript, which prevents the browser-based desktop and WebRTC interaction logic from functioning properly. Option D uses a virtual desktop infrastructure condition, which is not the straightforward supported physical workstation profile presented by the question. Option B provides Windows 11, Chrome, physical host type, adequate bandwidth, a medium security level, and disabled pop-up blocking, making it the compliant choice. Reference: Cisco Help, System requirements for Webex Contact Center Desktop; Set up voice channels for Webex Contact Center.
NEW QUESTION # 45
Cisco Webex Contact Center uses Local Gateway for PSTN services. The Webex Contact Center supervisor notices that callers receive the initial greeting, which allows them to select an option, and then the call drops. Which action helps to identify the cause of the issue?
Answer: B
Explanation:
Since callers reach the initial greeting and can select an option, the PSTN and Local Gateway path are already delivering the call into Webex Contact Center. The drop after menu selection points to a problem in the flow logic, such as an invalid branch, missing routing step, incorrect transfer, or misconfigured next activity.
NEW QUESTION # 46
Webex Contact Center agents cannot use WebRTC to make and receive calls. What must be configured on their Desktop profile to enable this functionality?
Answer: B
Explanation:
WebRTC calling in Webex Contact Center is enabled by allowing the Desktop telephony option in the agent's Desktop Profile. This lets agents use Agent Desktop as the voice endpoint directly from the browser instead of using an external DN or extension.
NEW QUESTION # 47
Webex Contact Center agents cannot use WebRTC to make and receive calls.
What must be configured on their Desktop profile to enable this functionality?
Answer: B
Explanation:
WebRTC voice in Webex Contact Center is exposed to agents through the Desktop telephony option. Cisco's desktop profile documentation lists voice channel options, including Agent DN, Extension, and Desktop. The Desktop option allows the agent to sign in through the browser and use the Agent Desktop as the voice device rather than entering an external directory number or extension. Cisco's voice channel setup documentation also describes WebRTC-capable agents selecting Desktop under their telephony option so calls are routed to the Agent Desktop device. Browser is not a desktop profile voice option; it describes the client environment.
Extension and Agent DN are traditional station credentials and would make the agent use a phone or configured number instead of browser-based WebRTC. Therefore, to enable agents to make and receive calls using WebRTC, the administrator must configure the Desktop option in the desktop profile. Reference: Cisco Help, Manage desktop profiles; Set up voice channels for Webex Contact Center.
NEW QUESTION # 48
An engineer is configuring outdial telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are required? (Choose two.)
Answer: D,E
Explanation:
Outdial calling in Webex Contact Center needs both a tenant or system caller-ID source and a desktop permission path that lets the agent place outbound calls. Cisco's Control Hub voice settings document the Default Outdial ANI field, which determines the default caller ID used for outdial behavior when a dial number is not otherwise mapped. Cisco's desktop profile documentation then controls whether an agent can actually use outdial from Agent Desktop. When Outdial is enabled on the desktop profile, the administrator selects the outdial entry point and, where applicable, the Outdial ANI list. Adding an agent to an outbound team is campaign-related and not a prerequisite for ordinary outdial. ANI in Flow Designer can influence call presentation in flows, but it is not the required administrative setup for agent outdial. A wrap-up reason for an outdial queue is useful for classification after a contact, not the base telephony enablement. Reference: Cisco Help, Set up voice settings for Webex Contact Center; Manage desktop profiles.
NEW QUESTION # 49
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