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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configuration and Implementation | 20% | - Implement precision routing - Configure agent teams and supervisors - Utilize Finesse administration tool |
| Topic 2: Basic Calls and Agent settings | 20% | - Configure basic agent functionality - Configure basic call treatment - Deploy basic call settings - Build basic ICM scripts |
| Topic 3: Advanced Configuration | 20% | - Implement VXML applications - Configure roles and departments - Configure RONA support |
| Topic 4: Advanced Features | 10% | - Understand CCE features beyond default |
| Topic 5: Overview | 20% | - Understand Contact Center basics - Describe CCE components and architecture - Explain call flow - Describe access tools |
| Topic 6: Reporting | 10% | - Utilize CUIC |
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NEW QUESTION # 61
What is the suggested mechanism to offer coaching to agents by supervisors?
Answer: B
Explanation:
the suggested mechanism to offer coaching to agents by supervisors is Whisper coaching. This is a feature of the Cisco Unified Contact Center Express system that allows a supervisor to provide real-time guidance and coaching to an agent while they are on a call.
The suggested mechanism to offer coaching to agents by supervisors in a Cisco Contact Center environment is D: Whisper coaching. Whisper coaching allows supervisors to speak directly to agents during a call without the customer hearing, providing real-time guidance, feedback, or support. This feature is invaluable for training purposes and for assisting agents in handling complex customer interactions.References:Cisco Finesse and Contact Center solution documentation often describe features like whisper coaching, detailing how they can be used to enhance agent performance and improve customer service quality.
NEW QUESTION # 62
Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)
Answer: A,B
Explanation:
An IVR (Interactive Voice Response) system enables automated telephony interaction between a caller and a computer system. In CCE, CVP and VVB together provide IVR capability through VXML applications that serve callers without requiring live agents.
Why the Correct Answer is Right: A is correct because self-service via database integration is a core IVR functionality-callers can check balances, make payments, or retrieve information without speaking to an agent. This is achieved by connecting IVR logic to backend databases. E is correct because menu-driven call routing (where callers press digits or speak to indicate their reason for calling) is the classic IVR function-it allows callers to self-classify their contact.
Why Each Incorrect Answer is Wrong: B is wrong because TCP/IP is network infrastructure-it enables IVR to function technically but is not itself an IVR functionality provided to callers. C is wrong because Reporting is provided by CUIC and the ADS/HDS layer-it is not an IVR functionality. D is wrong because Heartbeat mechanisms are internal system monitoring protocols between CCE components, not IVR functionalities provided to callers.
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NEW QUESTION # 63
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)
Answer: B,E
Explanation:
Cisco CVP plays audio media files to callers during IVR interactions. These files must conform to specific technical specifications to be supported by CVP and properly rendered by the VVB or VXML gateway.
Why the Correct Answer is Right: B is correct because CVP supports G.711 mu-law (North America/Japan) and G.711 a-law (Europe/international) encoding for audio files. These are the two standard PCM codec variants used in telephony audio, documented in the Cisco CVP Administration Guide. E is correct because the required audio file format for CVP media files is WAV (.wav). The file must be in a specific WAV format (8kHz, 8-bit, mono) to be properly played by the IVR system.
Why Each Incorrect Answer is Wrong: A is wrong because MP3 format is not supported by Cisco CVP for media files-MP3 uses lossy compression incompatible with CVP's media rendering requirements. C is wrong because while G.729 is a valid VoIP codec for call compression, CVP media files must be in G.711 format. D is wrong because the maximum media file size of 40 MB is not a documented official CVP constraint.
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NEW QUESTION # 64
How many Workflows are supported by Finesse?
Answer: D
Explanation:
Cisco Finesse Workflows automate desktop actions triggered by call events (e.g., popping a browser URL when a call arrives). Understanding the system limits is important for large deployments with many teams requiring diverse automation rules.
Why the Correct Answer is Right: C is correct. The documented Cisco Finesse limit is up to 100 Workflows total in the system, with a maximum of 20 Workflows assignable per Team. This limit is explicitly documented in the Cisco Finesse Administration Guide and Feature and Functional Specifications document.
Why Each Incorrect Answer is Wrong: A is wrong because both 20 total workflows and 5 per team are below the actual documented limits-too restrictive for real-world enterprise deployments. B is wrong because while
100 total is correct, the per-team limit is 20, not 5. Five per team would severely restrict automation capabilities in larger deployments. D is wrong because 200 total workflows exceeds the documented maximum-the system limit is 100, not 200, regardless of the per-team allocation.
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NEW QUESTION # 65
Which two servers can be accessed from the Web Administration tool? (Choose two.)
Answer: B,E
NEW QUESTION # 66
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