500-442 guide torrent, certification guide for 500-442 - Administering Cisco Contact Center Enterprise

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Cisco 500-442 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Overview	20%	- Explain call flow - Describe CCE components and architecture - Describe access tools - Understand Contact Center basics
Topic 2: Reporting	10%	- Utilize CUIC
Topic 3: Advanced Features	10%	- Understand CCE features beyond default
Topic 4: Basic Calls and Agent settings	20%	- Configure basic call treatment - Deploy basic call settings - Configure basic agent functionality - Build basic ICM scripts
Topic 5: Advanced Configuration	20%	- Implement VXML applications - Configure roles and departments - Configure RONA support
Topic 6: Configuration and Implementation	20%	- Implement precision routing - Configure agent teams and supervisors - Utilize Finesse administration tool

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q18-Q23):

NEW QUESTION # 18
Which two servers can be accessed from the Web Administration tool? (Choose two.)

A. Rogger
B. Finesse
C. PG
D. DCCMP
E. CVP

Answer: C,E

NEW QUESTION # 19
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?

A. Browse
B. Edit
C. Monitor
D. Quick Edit

Answer: D

NEW QUESTION # 20
Which two servers can be accessed from the Web Administration tool? (Choose two.)

A. Rogger
B. PG
C. Finesse
D. DCCMP
E. CVP

Answer: C,E

Explanation:
The Web Administration tool in Cisco Contact Center Enterprise environments provides access to various servers for configuration and management tasks. The two servers that can be accessed include:D.CVP (Cisco Voice Portal):This tool allows for the configuration and management of CVP servers, which are crucial for IVR and call treatment functionalities in the contact center.E.Finesse:The tool also provides access to Finesse servers, enabling the configuration of agent desktops, workflows, and other user interface elements.References:Cisco's documentation on Web Administration tools and server management provides insights into the servers accessible through this tool and the types of configurations and management tasks that can be performed.

NEW QUESTION # 21
What are the two main features of the Cisco VVB? (Choose two.)

A. provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
B. supports only one language for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
C. provides a more comprehensive and effective agent service by efficiently handling call traffic with self- service or fast transfer to the correct customer the first time
D. allows an agent to retrieve the required information through voice commands without interacting with a customer
E. allows customers to retrieve the required information through voice commands without interacting with an agent

Answer: A,E

Explanation:
The Cisco Virtualized Voice Browser (VVB) is a software-based IVR platform that delivers self-service capabilities, rendering VXML applications and interfacing with ASR/TTS engines so callers can interact through speech.
Why the Correct Answer is Right: A is correct because VVB supports multilingual ASR/TTS, enabling prompts and recognition in multiple languages, which is a core design feature documented in the Cisco VVB Administration Guide. E is correct because the primary purpose of VVB is to empower customers to self- serve via voice-retrieving account info, routing themselves, or completing transactions without live agents.
Why Each Incorrect Answer is Wrong: B is wrong because agents do not retrieve information via VVB voice commands-VVB is customer-facing. C is wrong because VVB explicitly supports multiple languages, not just one. D is wrong because efficient call traffic routing describes the ICM/CVP layer, not VVB's core feature set.
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NEW QUESTION # 22
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment?
(Choose two.)

A. configure Agent Route Groups
B. configure Skill groups and Skill targets
C. configure Route teams and Skill targets
D. configure Agent Desk Settings
E. configure the Administrators

Answer: B,D

Explanation:
To enable basic agent functionality in a Cisco Contact Center Enterprise (CCE) deployment, key configurations within the Intelligent Contact Management (ICM) component are necessary:A.Configure Skill Groups and Skill Targets:Skill groups are collections of agents with similar skills. Skill targets are specific routing points associated with skill groups. Configuring these elements is essential for directing calls to the most suitable agents based on their skills.B.Configure Agent Desk Settings:These settings define the operational parameters for agents, such as wrap-up time, maximum call handling time, and other agent-specific settings. These configurations are crucial for managing agent efficiency and ensuring quality customer service.References:Cisco CCE and ICM configuration guides provide detailed instructions on setting up these components to ensure efficient agent functionality and optimal call routing within the contact center.

NEW QUESTION # 23
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