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| Section | Weight | Objectives |
|---|---|---|
| Advanced Configuration | 20% | - Configure roles and departments - Configure RONA support - Implement VXML applications |
| Basic Calls and Agent settings | 20% | - Build basic ICM scripts - Deploy basic call settings - Configure basic call treatment - Configure basic agent functionality |
| Configuration and Implementation | 20% | - Configure agent teams and supervisors - Utilize Finesse administration tool - Implement precision routing |
| Overview | 20% | - Describe CCE components and architecture - Describe access tools - Explain call flow - Understand Contact Center basics |
| Reporting | 10% | - Utilize CUIC |
| Advanced Features | 10% | - Understand CCE features beyond default |
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NEW QUESTION # 16
In a contact center, agents must select the Reason Code when they go to the "Not Ready" state. Which configuration by an administrator in Agent Desk Settings allows this action?
Answer: A
Explanation:
Agent Desk Settings in Cisco CCE control the behavioral rules for agents on their desktop, including whether they must provide reasons when changing state. The 'Not Ready' state is also known as the 'Idle' state in CCE terminology.
Why the Correct Answer is Right: C is correct. The 'Require Idle Reason' setting, when enabled in Agent Desk Settings, forces agents to select a Reason Code before entering the Not Ready (Idle) state. This provides supervisors with visibility into why agents are unavailable. This is explicitly documented in the Cisco CCE Features Guide under Agent Desk Settings.
Why Each Incorrect Answer is Wrong: A is wrong because 'Wrap-up on Incoming, set to Required' forces agents to enter a wrap-up code after completing an inbound call-it controls post-call wrap-up, not the Not Ready state. B is wrong because 'Require Logout Reason' forces agents to provide a reason when logging out of Finesse entirely, not when going to Not Ready/Idle state. D is wrong because 'Wrap-up on Outgoing, set to Required' applies to outbound call wrap-up, not the Not Ready state transition.
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NEW QUESTION # 17
What are two parts of a Single Sign-on message flow? {Choose two.)
Answer: D,E
Explanation:
the Single Sign-on message flow consists of two parts: first, the Identity Service (IdS) detects whether the user has a valid access token, and if not, the Identity Provider (IdP) provides a login page for authenticating the user. Once the user is authenticated, the browser issues a PUT of the Finesse desktop with an access token.
In a Single Sign-on (SSO) message flow for Cisco's contact center solutions, two key parts include:B.IdS (Identity Service) detects the user has a valid access token:When a user attempts to access a service, the Identity Service checks if the user's access token is valid, indicating they are already authenticated.D.IdP (Identity Provider) provides a login page for authenticating the user:If the user does not have a valid access token, the Identity Provider will present a login page where the user can authenticate themselves.References:Cisco's documentation on SSO implementation in contact center environments details the SSO message flow, including the roles of Identity Services and Identity Providers in authenticating users.
NEW QUESTION # 18
Which two components must be configured for CCE to begin routing the contact and start processing the call?
(Choose two.)
Answer: C,E
NEW QUESTION # 19
Which VVB CLI command can set an individual media file to an expired state?
Answer: D
Explanation:
The correct Command Line Interface (CLI) command to set an individual media file to an expired state in Cisco Virtualized Voice Browser (VVB) is:D.set VVB cache stale_cache_entry <cache_entry_url>This command is used to manually mark a specific media file in the cache as stale, forcing the VVB to fetch a fresh copy of the media file the next time it is requested.References:Cisco VVB administration guides and CLI reference documents provide detailed instructions on using CLI commands, including managing cache entries.
NEW QUESTION # 20
Where can the Administration Tools folder tools be found when working on the Admin Server node?
Answer: C
Explanation:
In Cisco CCE, the Administration Tools folder contains utilities like Configuration Manager, Script Editor, and other management tools. These tools are installed on specific servers depending on the deployment role assigned to each server.
Why the Correct Answer is Right: C is correct. The Administration Tools folder and its included utilities are provided by the Admin Server (Administration & Data Server) node. When working on the Admin Server node within the CCE environment, it makes available all the tools in the Administration Tools folder for managing the CCE deployment. This is consistent with Cisco CCE installation and administration documentation.
Why Each Incorrect Answer is Wrong: A is wrong because the Script Editor is not available on PG or ICM Router servers-it is installed on the Admin Server. B is wrong because the PG Server node does not provide Administration Tools-it handles peripheral communications between CUCM and the ICM Router. D is wrong because the Logger Server stores call detail records in the database but does not host the Administration Tools folder.
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NEW QUESTION # 21
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