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| Section | Weight | Objectives |
|---|---|---|
| Basic Calls and Agent settings | 20% | - Build basic ICM scripts - Configure basic call treatment - Deploy basic call settings - Configure basic agent functionality |
| Overview | 20% | - Explain call flow - Understand Contact Center basics - Describe CCE components and architecture - Describe access tools |
| Advanced Configuration | 20% | - Implement VXML applications - Configure RONA support - Configure roles and departments |
| Configuration and Implementation | 20% | - Implement precision routing - Utilize Finesse administration tool - Configure agent teams and supervisors |
| Advanced Features | 10% | - Understand CCE features beyond default |
| Reporting | 10% | - Utilize CUIC |
>> Cisco 500-442 Valid Cram Materials <<
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NEW QUESTION # 10
Which two types of scripts can be created with the Script Editor? (Choose two.)
Answer: B,E
Explanation:
With the Script Editor in Cisco's contact center solutions, two types of scripts that can be created are:C.Routing Scripts:These scripts define the logic for how calls are routed within the contact center, including decisions based on time of day, caller input, agent availability, and other factors.E.Administrative Scripts:These scripts are used for system-wide functions that are not directly related to call routing, such as setting system parameters, defining exception handling routines, or managing holiday schedules.References:Cisco's documentation on Script Editor and scripting in contact center solutions provides comprehensive guides on creating and managing Routing and Administrative scripts, outlining their purposes and functionalities.
NEW QUESTION # 11
What are two tools an Agent Desktop Admin Role can access? (Choose two.)
Answer: B,D
Explanation:
In Cisco CCE, role-based access control defines which administrative tools different user roles can access.
The Agent Desktop Admin Role is specifically scoped to managing the agent desktop experience in Finesse.
Why the Correct Answer is Right: C is correct because the Agent Desktop Admin Role has access to configure Reason Codes in Finesse. Reason Codes are desktop-level configurations that define the options agents see when going to Not Ready or logging out-directly within the scope of desktop administration. D is correct because Workflows are configurable desktop automation rules that trigger actions based on call events. Managing Workflows falls within the Agent Desktop Admin Role's scope as a Finesse desktop configuration object.
Why Each Incorrect Answer is Wrong: A is wrong because Script Editor requires ICM Script Admin Role-it is a routing/scripting tool, not a desktop administration tool. B is wrong because Call Trace is a diagnostic tool requiring higher-level administrative access, not part of the Agent Desktop Admin Role's tool set. E is wrong because Config Manager Tools require the Config Manager Admin Role with significantly higher privileges than the Agent Desktop Admin Role.
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NEW QUESTION # 12
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: C
Explanation:
Enabling "Require Idle Reason" in Agent Desk Settings allows this action. When this setting is enabled, agents must select a Reason Code when they change their state to "Not Ready." This helps in tracking the specific reasons why agents are not available to take calls, providing valuable insights for workforce management and operational efficiency.References:Cisco Unified Contact Center Enterprise documentation, particularly sections related to Agent Desk Settings and Reason Codes, provides guidelines on configuring these settings to require agents to specify reasons for their "Not Ready" status.
NEW QUESTION # 13
Which server holds the .wav files on a UCCE environment?
Answer: A
Explanation:
In Cisco UCCE, audio prompts (.wav files) that are played to callers during IVR interactions need to be stored on a dedicated server accessible by the VVB or VXML Gateway when rendering VXML applications.
Why the Correct Answer is Right: D is correct. The Media Server is dedicated to hosting audio prompt files (.
wav format) in a UCCE deployment. The VVB or IOS VXML Gateway fetches these files via HTTP during call treatment. The Media Server is typically a standard web server (IIS or Apache) configured to serve audio files to the IVR components, as documented in the Cisco CVP SRND.
Why Each Incorrect Answer is Wrong: A is wrong because the VXML Gateway (VXMLGW) renders VXML applications and handles TTS/ASR requests but does not store .wav files-it retrieves them from the Media Server. B is wrong because the CVP Reporting Server stores call reporting data and logs-it does not host audio media files. C is wrong because the ICM Router processes routing logic and maintains call state-it has no role in audio file storage or delivery.
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NEW QUESTION # 14
Which two components are needed to setup RONA? (Choose two.)
Answer: B,E
Explanation:
To set up Ring No Answer (RONA) in a Cisco Contact Center Enterprise (CCE) environment, the two essential components are:B.Call Routing Logic:This involves configuring the call routing scripts or routing strategies to handle scenarios where an agent does not answer within a specified time, ensuring that the call is redirected or queued appropriately.C.System timers:These are configured to define the time duration an agent's phone rings before the call is considered unanswered (RONA). Adjusting these timers ensures that calls are managed efficiently and in a timely manner when agents are unavailable.References:Cisco's technical documentation for CCE includes sections on call routing and system configuration, which detail the setup and management of RONA settings and behaviors.
NEW QUESTION # 15
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