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| Section | Weight | Objectives |
|---|---|---|
| Overview | 20% | - Understand Contact Center basics - Explain call flow - Describe access tools - Describe CCE components and architecture |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Basic Calls and Agent Settings | 20% | - Configure basic agent functionality - Deploy basic call settings - Build basic ICM scripts - Configure basic call treatment |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Advanced Configuration | 20% | - Configure roles and departments - Implement VXML applications - Configure RONA support |
| Configuration and Implementation | 20% | - Utilize Finesse administration tool - Configure agent teams and supervisors - Implement precision routing |
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NEW QUESTION # 41
Which VVB CLI command can set an individual media file to an expired state?
Answer: B
NEW QUESTION # 42
Which two servers can be accessed from the Web Administration tool? (Choose two.)
Answer: D,E
Explanation:
The Cisco CCE Web Administration (SPOG - Single Pane of Glass / Web Admin) tool provides a centralized browser-based interface for managing multiple CCE components. Understanding which servers are manageable from this tool is key to efficient administration.
Why the Correct Answer is Right: D is correct because CVP servers are accessible and manageable from the CCE Web Administration tool (CVP OPS Console/SPOG). Administrators can configure CVP call settings, manage licenses, and deploy applications from this interface. E is correct because Finesse servers are accessible from the CCE Web Administration tool. Administrators can navigate to Finesse administration pages for configuring desktop layouts, workflows, and reason codes.
Why Each Incorrect Answer is Wrong: A is wrong because the Rogger (combined Router and Logger server) is managed through the Administration Tools on the Admin Server, not through the Web Administration tool.
B is wrong because the PG (Peripheral Gateway) is managed through Configuration Manager and system CLI, not the Web Administration tool. C is wrong because DCCMP is not a standard server component in CCE that would be accessed via Web Administration.
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NEW QUESTION # 43
Which variable remains available to all scripts in the system until reset?
Answer: A
Explanation:
In the context of Cisco Contact Center scripting, the User variable is designed to remain available and retain its value across all scripts in the system until it is explicitly reset. User variables are typically used to store information that needs to be accessible throughout the entire call lifecycle and across different scripts, making them ideal for tracking call context, caller information, or other persistent data.References:Cisco's scripting documentation for Contact Center solutions explains the different types of variables, including the User variable, and their scopes and lifecycles within the contact center scripting environment.
NEW QUESTION # 44
Which two steps are required to configure RONA for CCE? (Choose two.)
Answer: B,D
Explanation:
RONA (Redirection on No Answer) automatically re-routes a call when an agent fails to answer within a timeout period and moves the agent to a Not Ready state. It requires both routing intelligence and proper target configuration to function.
Why the Correct Answer is Right: D is correct because Scripting logic is required for RONA in CCE. The ICM routing script must contain logic to handle the re-route event-defining where the call goes when an agent fails to answer (back to queue, different skill group, or fallback treatment). E is correct because Skill Target configuration is required because RONA needs valid agents and skill groups defined so the script can re-route the call to an alternative agent or group.
Why Each Incorrect Answer is Wrong: A is wrong because Survivability is a gateway feature for call preservation when WAN connectivity fails-it is unrelated to RONA configuration. B is wrong because Auto- answer is the opposite of RONA-it forces agents to answer automatically and would prevent RONA from ever triggering. C is wrong because while CCE Web Admin is used for general configuration, it is not a specific required step for RONA-RONA is primarily configured through scripting and skill target settings.
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NEW QUESTION # 45
How does CUCM function in CCE?
Answer: D
Explanation:
In the Cisco Contact Center Enterprise (CCE) environment, CUCM functions as per option A. Unified Communications Manager (CUCM) queries the Intelligent Contact Management (ICM) component on how to handle Unified CCE calls and then routes the call according to the instructions provided by the Unified CCE.
This integration allows for seamless call routing and management within the contact center ecosystem.References:Cisco's documentation on CCE integration with CUCM details this interaction, explaining how CUCM collaborates with ICM to route calls within the contact center.
NEW QUESTION # 46
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