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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configuration and Implementation | 20% | - Utilize Finesse administration tool - Implement precision routing - Configure agent teams and supervisors |
| Topic 2: Reporting | 10% | - Utilize CUIC |
| Topic 3: Basic Calls and Agent settings | 20% | - Configure basic agent functionality - Configure basic call treatment - Deploy basic call settings - Build basic ICM scripts |
| Topic 4: Advanced Configuration | 20% | - Configure roles and departments - Configure RONA support - Implement VXML applications |
| Topic 5: Overview | 20% | - Describe access tools - Understand Contact Center basics - Describe CCE components and architecture - Explain call flow |
| Topic 6: Advanced Features | 10% | - Understand CCE features beyond default |
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NEW QUESTION # 32
Which two role types have access to CUIC reporting objects maintained through a system of Roles and Permissions? (Choose two.)
Answer: B,D
NEW QUESTION # 33
Which .bat file displays the status of the VXML server and the applications running?
Answer: A
Explanation:
Cisco CVP VXML Server management includes several batch (.bat) utility scripts that administrators use to manage applications and check system status. These scripts are part of the standard CVP server management toolkit.
Why the Correct Answer is Right: B is correct. Status.bat (shown as 'Stalus.bat' in the question-likely a typo in the source document) is the batch file used to check the status of the VXML Server and display information about the applications currently deployed and running on it. This utility is part of the standard CVP VXML Server management tools documented in the Cisco CVP Administration Guide.
Why Each Incorrect Answer is Wrong: A is wrong because ResumeApp.bat is used to resume a VXML application that has been suspended-it is an application control script, not a status display script. C is wrong because Update.bat is used to update deployed applications on the VXML Server, not to display status information. D is wrong because Deploy.bat is used to deploy new VXML applications to the server-it is a deployment tool, not a status reporting utility.
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NEW QUESTION # 34
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?
Answer: D
Explanation:
When CVP receives a new call and determines that routing decisions are needed, it sends a Route Request to the ICM Central Controller. ICM's response to this request is a core part of the call flow sequence.
Why the Correct Answer is Right: B is correct. When ICM receives a new Route Request from CVP, it responds by executing the Routing Script associated with the matched Call Type/Dialed Number. The Routing Script contains all the logic for determining how to handle the contact. This is the primary documented response mechanism in the Cisco CCE SRND.
Why Each Incorrect Answer is Wrong: A is wrong because ICM sends an Agent Label only after the Routing Script has identified an available agent and determined the call should be connected-this is a subsequent step, not the immediate response. C is wrong because Administrative Scripts handle non-call activities and are not executed in response to inbound Route Requests from CVP. D is wrong because ICM sends a VRU Label when it wants to send the call to self-service treatment-this also occurs after script execution, not as the immediate response to the Route Request itself.
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NEW QUESTION # 35
What are the two main features of theCisco VVB? (Choose two.)
Answer: C,E
Explanation:
Explanation
Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. Cisco VVB has the following features: * Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies. * Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configu
NEW QUESTION # 36
What are two purposes of Cisco Unified Intelligence Center? (Choose two.)
Answer: A,E
Explanation:
Cisco Unified Intelligence Center (CUIC) is the web-based reporting platform for Cisco contact center solutions, providing both real-time and historical reporting with customizable dashboards and data visualizations.
Why the Correct Answer is Right: D is correct because CUIC connects to defined Data Sources (such as the ADS/HDS database and CVP Reporting Server) to retrieve operational data. This data source connectivity is a core CUIC architectural component. E is correct because CUIC allows administrators and report designers to customize how reports are visually presented-adjusting columns, filters, thresholds, chart types, and dashboard layouts.
Why Each Incorrect Answer is Wrong: A is wrong because re-skilling agents (changing skill group assignments) is performed in CCE Admin or Configuration Manager, not in CUIC. CUIC is a reporting tool, not a configuration tool. B is wrong because Text-to-Voice Bot configuration is performed through CVP Call Studio or cloud AI platforms, not CUIC. C is wrong because while CUIC has role-based access, configuring APIs based on roles is not a described CUIC purpose.
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NEW QUESTION # 37
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