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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting | 10% | - Utilize CUIC |
| Topic 2: Advanced Configuration | 20% | - Implement VXML applications - Configure RONA support - Configure roles and departments |
| Topic 3: Advanced Features | 10% | - Understand CCE features beyond default |
| Topic 4: Configuration and Implementation | 20% | - Configure agent teams and supervisors - Implement precision routing - Utilize Finesse administration tool |
| Topic 5: Basic Calls and Agent settings | 20% | - Build basic ICM scripts - Configure basic call treatment - Configure basic agent functionality - Deploy basic call settings |
| Topic 6: Overview | 20% | - Understand Contact Center basics - Describe access tools - Explain call flow - Describe CCE components and architecture |
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NEW QUESTION # 38
What is the goal of identifying a call type?
Answer: A
NEW QUESTION # 39
WhichVVBCLI command can set an individual media file to an expired state?
Answer: A
NEW QUESTION # 40
Deploying a VXML application is a two-step process. The first step is deploying the projects to a local archive (.zip file using the Deploy option in Call Studio). The second part of the project deployment uses SPOG to transfer the .zip file to the VXML Server(s). Which option in SPOG will be utilized to transfer these zip files to VXML Server(s)?
Answer: A
Explanation:
When deploying a VXML application in a Cisco environment, after creating a local archive (.zip file) using the Deploy option in Call Studio, the next step involves transferring the .zip file to the VXML Server(s). This is achieved using:B.IVR Settings under Call Settings card:In the Operations Console (SPOG), the IVR Settings section under the Call Settings card is used to manage VXML applications, including uploading and managing .zip files containing the VXML applications. This section provides the interface for transferring and deploying VXML applications to the VXML Servers.References:Cisco's documentation on VXML application deployment, including the use of the Operations Console for application management, provides detailed guidance on transferring and managing VXML applications on the server.
NEW QUESTION # 41
Which microapp is used to gather information from the caller?
Answer: A
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 # 42
What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose two.)
Answer: C,E
Explanation:
The PTSN is responsible for routing the call to the agent. According to [5], the two primary roles of the PSTN and voice gateway in the Unified CCE solution are delivering the inbound call to the voice gateway and routing the call to the agent. The voice gateway may modify the digits presented to downstream devices, but it does not provide IVR functionality in a Contact Center deployment, nor is it responsible for routing the call to the agent.
NEW QUESTION # 43
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