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Cisco 500-442 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Reporting10%- Utilize CUIC
Topic 2: Overview20%- Understand Contact Center basics
- Describe access tools
- Explain call flow
- Describe CCE components and architecture
Topic 3: Configuration and Implementation20%- Implement precision routing
- Utilize Finesse administration tool
- Configure agent teams and supervisors
Topic 4: Advanced Features10%- Understand CCE features beyond default
Topic 5: Basic Calls and Agent settings20%- Configure basic agent functionality
- Configure basic call treatment
- Deploy basic call settings
- Build basic ICM scripts
Topic 6: Advanced Configuration20%- Implement VXML applications
- Configure roles and departments
- Configure RONA support

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q49-Q54):

NEW QUESTION # 49
Which two steps are required to configure a Supervisor? (Choose two.)

Answer: A,E

Explanation:
C: make sure the Supervisor has an Active Directory Account: The Supervisor must have an Active Directory (AD) account in order to be able to log in to the Cisco Finesse web interface and manage the contact center operations.
D: ensure that "Is Supervisor" is checked: The Supervisor role must be assigned to the AD account. This can be done by navigating to the Cisco Unified Contact Center Enterprise Administration page and searching for the Supervisor's account. Once located, the "Is Supervisor" checkbox must be checked to give the account the necessary permissions to manage the contact center.


NEW QUESTION # 50
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?

Answer: A

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 # 51
How does Precision Queue allow callers to reach an Agent that is different from Skill groups?

Answer: B


NEW QUESTION # 52
Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)

Answer: A,E


NEW QUESTION # 53
Which communication protocol is being used between PG/Router and Live Data to generate report information?

Answer: B


NEW QUESTION # 54
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