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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Inbound and outbound telephony settings - Voice call routing components configuration - Webex Contact Center telephony architecture options - Telephony integration configuration - Voice channel troubleshooting |
| Topic 2: Tenant Configuration and Reporting | 30% | - Reporting dashboards and visualizations - Network requirements for Webex Contact Center - User and team configuration - Call recording configuration - Agent and supervisor desktop setup |
| Topic 3: Digital Channels | 15% | - Digital channel troubleshooting - Digital contact routing configuration - Chat, email, SMS, social media channel integration |
| Topic 4: Advanced Features and AI | 25% | - Advanced workflow design - Third-party integrations and APIs - Analytics and optimization - AI-powered routing and automation |
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質問 # 13
An engineer configures a callback feature in Webex Contact Center. Customers report receiving callbacks long after the promised time window. Which metric should be analyzed first?
正解：D
解説：
Delayed callbacks are commonly related to queue congestion combined with retry interval settings. If callback requests remain queued because of insufficient agent availability or aggressive retry timing, customers may receive delayed responses. SIP registration timers and idle timeouts do not significantly affect callback scheduling workflows.
質問 # 14
An administrator is adding a custom connector to integrate a third-party application with their Webex Contact Center org using OAuth 2.0 for authentication. Which two grant types must the administrator choose to accomplish this task? (Choose two.)
正解：A、B
解説：
For an OAuth 2.0 custom connector, the supported client credentials grant options include authentication using a client secret or using a private key. These allow Webex Contact Center to obtain access tokens securely for server-to-server integration with the third-party application.
質問 # 15
Refer to the exhibit. A Webex Contact Center agent-initiated outbound email did not reach the recipient. While investigating, a Webex Contact Center engineer sees this output in Webex Connect Debug Console tool. Which two mistakes cause this issue? (Choose two.)
正解：A、E
解説：
Reason code 7554 indicates an SMTP failure for email delivery. In an outbound email asset, an incorrect SMTP port or incorrect SMTP security method can prevent Webex Connect from establishing the required SMTP connection successfully.
質問 # 16
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.)
正解：C、D
解説：
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.
質問 # 17
An enterprise requires that customer interaction recordings remain within a specific geographic region for compliance reasons. Which Webex Contact Center capability addresses this requirement?
正解：B
解説：
Regional media storage policies help organizations comply with data residency regulations by ensuring recordings and interaction data remain stored within approved geographic regions.
SRST and survivability address telephony continuity, while DSCP rewriting only impacts traffic prioritization and has no relationship to compliance storage requirements.
質問 # 18
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