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| Section | Weight | Objectives |
|---|---|---|
| Basic Calls and Agent settings | 20% | - Configure basic agent functionality - Deploy basic call settings - Configure basic call treatment - Build basic ICM scripts |
| Advanced Features | 10% | - Understand CCE features beyond default |
| Advanced Configuration | 20% | - Configure RONA support - Configure roles and departments - Implement VXML applications |
| Overview | 20% | - Describe access tools - Describe CCE components and architecture - Understand Contact Center basics - Explain call flow |
| Reporting | 10% | - Utilize CUIC |
| Configuration and Implementation | 20% | - Configure agent teams and supervisors - Utilize Finesse administration tool - Implement precision routing |
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NEW QUESTION # 60
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)
Answer: B,D
NEW QUESTION # 61
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment?
(Choose two.)
Answer: C,E
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 # 62
How does CUCM function in CCE?
Answer: A
Explanation:
In the Cisco Contact Center Enterprise (CCE) environment, CUCM functions as per option A. Unified Communications Manager (CUCM) queries the Intelligent Contact Management (ICM) component on how to handle Unified CCE calls and then routes the call according to the instructions provided by the Unified CCE.
This integration allows for seamless call routing and management within the contact center ecosystem.References:Cisco's documentation on CCE integration with CUCM details this interaction, explaining how CUCM collaborates with ICM to route calls within the contact center.
NEW QUESTION # 63
What are the two main features of the Cisco VVB? (Choose two.)
Answer: A,E
Explanation:
The correct answer is A and E. The Cisco VVB has the following features:
* Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies1.
* Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent1.
* Provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities1.
* Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time1.
Option B is incorrect because it is the opposite of what Cisco VVB does.Cisco VVB allows customers, not agents, to use voice commands without interacting with an agent1.
Option C is incorrect because Cisco VVB supports multiple languages for ASR and TTS, not just one1.
Option D is incorrect because it confuses the roles of customers and agents.Cisco VVB provides better customer service, not agent service, by transferring customers to the right agent, not vice versa1.
NEW QUESTION # 64
In CCE deployments, which two configuration tasks can be performed via the Finesse Server Administration page? {Choose two.)
Answer: B,E
Explanation:
the Finesse Server Administration page in CCE deployments allows for the configuration of both Routing Layouts and Skill-groups. Routing Layouts are used to define the layout of the contact center by specifying which agents are assigned to which skills, while Skill-groups are used to create collections of skills that can be assigned to agents. Reason Codes and Workflows can also be configured via the Finesse Server Administration page, but Routing Scripts cannot.
NEW QUESTION # 65
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