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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Configuration | 20% | - Configure RONA support - Implement VXML applications - Configure roles and departments |
| Topic 2: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Topic 3: Overview | 20% | - Describe access tools - Describe CCE components and architecture - Explain call flow - Understand Contact Center basics |
| Topic 4: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 5: Basic Calls and Agent Settings | 20% | - Build basic ICM scripts - Deploy basic call settings - Configure basic call treatment - Configure basic agent functionality |
| Topic 6: Configuration and Implementation | 20% | - Implement precision routing - Utilize Finesse administration tool - Configure agent teams and supervisors |
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NEW QUESTION # 36
Where should the RONA setting be positioned the highest?
Answer: C
Explanation:
RONA (Redirection on No Answer) is a mechanism that redirects a call when an agent fails to answer within a configured time. Multiple components in CCE have timeout settings that interact with RONA, and they must be layered correctly.
Why the Correct Answer is Right: A is correct. The CVP OPS Console RONA timer must be set highest to serve as the ultimate safety net. If the CVP timeout fires before all other components have had a chance to handle the RONA event, the call may be dropped rather than properly re-routed. Cisco best practice documentation specifies that CVP's timer should be the largest, with CUCM phone timer intermediate, and the CCE desk setting lowest, forming a cascading failsafe.
Why Each Incorrect Answer is Wrong: B is wrong because the CUCM phone timer should be set at an intermediate value-high enough to allow CCE desk settings to trigger RONA first, but lower than CVP's timer. C is wrong because the Agent Desk Settings timer should be the lowest, firing first to initiate the RONA re-route cleanly within the scripting logic. D is wrong because script-level timers are part of the routing logic but are not the entity that needs the highest RONA timeout in the hierarchy.
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NEW QUESTION # 37
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment? (Choose two.)
Answer: A,D
Explanation:
In Cisco CCE, ICM (Intelligent Contact Management) is the routing brain. Before agents can receive calls, several configuration objects must be established to define agent competencies and behavior.
Why the Correct Answer is Right: A is correct because Skill Groups define the competencies an agent possesses (billing, technical support), and Skill Targets link agents to those groups-without this, the ICM routing script has no agent pool to select from. B is correct because Agent Desk Settings define how an agent interacts with the desktop, including wrap-up timers, reason codes, and auto-answer behavior-these must be configured and assigned for proper functionality.
Why Each Incorrect Answer is Wrong: C is wrong because Route Teams are a CCE construct but not a prerequisite for basic agent functionality. D is wrong because Agent Route Groups relate to routing logic groupings but are not among the primary prerequisites for basic agent operation. E is wrong because while administrators need accounts, configuring administrators is not an ICM task enabling agent functionality.
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NEW QUESTION # 38
How does Precision Queue allow callers to reach an Agent that is different from Skill groups?
Answer: D
Explanation:
Precision Queues in Cisco Contact Center solutions allow callers to reach agents based on attributes and proficiency ratings rather than just the skill group membership. The key differentiator is:B.The Weight of the attribute:Precision Queues evaluate the attributes assigned to agents, such as language proficiency or product knowledge, along with their weights. Callers are thenmatched to agents based on these weighted attributes, allowing for more granified routing decisions compared to traditional skill group-based routing.References:Cisco documentation on Contact Center routing and agent configuration explains the functionality of Precision Queues, including how attributes and their weights are used to match callers with the most suitable agents.
NEW QUESTION # 39
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?
Answer: A
Explanation:
In script editing environments like Cisco's Script Editor for Unified Contact Center Enterprise (UCCE), the Monitor mode is indicated by a visual change in the script's appearance, specifically to a bright white background with black dots. This mode allows users to view real-time data and how the script is performing without making any changes to the script itself. It's a diagnostic view that helps in monitoring the script's execution in a live environment.References:Cisco Script Editor documentation provides details on the different script modes, including Monitor mode, and how they are visually represented within the editor.
NEW QUESTION # 40
Which two components must a script be associated with to run? (Choose two.)
Answer: B,E
NEW QUESTION # 41
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