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| Section | Objectives |
|---|---|
| Topic 1: Cloud Collaboration Architecture | - Cisco Webex cloud services overview
|
| Topic 2: SIP and PSTN Connectivity | - SIP trunking design and troubleshooting
|
| Topic 3: Hybrid Collaboration Services | - Hybrid services integration
|
| Topic 4: Edge and Expressway Deployment | - Cisco Expressway configuration
|
| Topic 5: Security and Troubleshooting | - Secure collaboration deployment
|
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NEW QUESTION # 21
A user requires these capabilities:
- Participate in telephone campaigns.
- Speak to an agent without the customer hearing.
What is the least privileged role that provides the required capabilities?
Answer: C
Explanation:
The Supervisor role is the least privileged role that supports monitoring and coaching capabilities such as speaking to an agent without the customer hearing, while also allowing participation in telephone campaign-related contact center activities.
NEW QUESTION # 22
A supervisor in a contact center must manage recording-related activities to ensure their team's compliance and maintain quality standards. Which three recording management capabilities can the supervisor perform in Webex Contact Center to effectively handle various recording management tasks that support operational efficiency? (Choose three.)
Answer: A,B,D
Explanation:
Supervisors can manage recordings by searching for specific customer-agent interactions, filtering recordings based on defined criteria, and tagging recordings with descriptive keywords to support review, compliance tracking, and quality management workflows.
NEW QUESTION # 23
An engineer is designing a Cisco Webex Contact Center call queue.
Drag and drop the configuration actions from the left that are needed to meet the call queue requirements to the right. Not all options are used.
Answer:
Explanation:
Explanation:
See mapping below
After 180 seconds, agents from other sites must be able to take the call: Create agent-based teams; Add a Call Distribution Group that uses the remaining agents' team after the specified delay.
Only agents with a language ranking of > = 5 can take the call: Create a skill profile and set Type to Proficiency in the Skill Definition settings; Define skill requirements for the Queue activity where the caller's spoken language is > = 5.
The completed mapping follows Cisco's two different routing constructs. For the 180-second requirement, the call first targets the local or primary agents and then expands after a delay. Cisco documents Call Distribution Groups as the method used by non-skill queues to define levels of teams that become eligible after configured intervals. That is why an agent-based team plus a delayed call distribution group is the right match; a capacity- based team is used for unmanaged destinations and does not represent normal agent routing. The language- ranking requirement is different. It must be handled through skills and proficiency. Cisco documents skill definitions, skill profiles, and queue skill requirements as the pieces used to limit routing to agents with matching skill values. Therefore the skill definition must use Proficiency and the Queue activity must define the language requirement of at least 5. A Best Available Agent queue alone is insufficient unless the skill requirement is actually applied. Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Create queues and configure routing patterns.
NEW QUESTION # 24
What are two characteristics of the Microsoft Dynamics 365 Connector integration for Cisco Webex Contact Center? (Choose two.)
Answer: A,D
Explanation:
The Microsoft Dynamics 365 connector provides CRM integration from the Webex Contact Center agent experience and includes configuration that allows agent workflows and screen-pop behavior to be customized around Dynamics records. Cisco's Dynamics integration guide describes installing the CRM connector, configuring the channel provider, and customizing screen-pop and workflow behavior using parameters and variables. OAuth certificate-based authentication is also part of secure connector authorization patterns used in Cisco integration workflows where an application uses certificate/private-key material instead of a simple shared secret. Agent state syncing between platforms is not the defining connector characteristic in this option set; there are synchronization features involving Webex App or CRM presence, but the connector question is focused on Dynamics connector capabilities. TLS encryption is expected for HTTPS communications but is too generic to be a distinctive answer. Read-only/read-write is not the pair Cisco emphasizes for this connector question. Reference: Cisco Help, Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365; Configure custom connector for Webex Contact Center.
NEW QUESTION # 25
A Webex Contact Center engineer is investigating an issue with outgoing email failures from a specific service in Webex Connect. The engineer wants to see all the failed transactions for last 7 days. Which two tools in Webex Connect provide the information needed to resolve the issue?
(Choose two.)
Answer: A,E
Explanation:
Export Logs provides historical transaction-level data for the selected time range, including failed email transactions from the last 7 days. Debug Console helps inspect detailed execution information for the service, allowing the engineer to identify the failure reason and troubleshoot the outgoing email issue.
NEW QUESTION # 26
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