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| Section | Weight | Objectives |
|---|---|---|
| Overview | 20% | - Describe access tools - Understand Contact Center basics - Explain call flow - Describe CCE components and architecture |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Configuration and Implementation | 20% | - Utilize Finesse administration tool - Configure agent teams and supervisors - Implement precision routing |
| Advanced Configuration | 20% | - Configure RONA support - Configure roles and departments - Implement VXML applications |
| Basic Calls and Agent Settings | 20% | - Configure basic call treatment - Configure basic agent functionality - Deploy basic call settings - Build basic ICM scripts |
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NEW QUESTION # 29
What is the goal of identifying a call type?
Answer: C
Explanation:
In Cisco CCE, a Call Type is a classification object that acts as a trigger for routing scripts. Every inbound contact is matched to a Call Type based on the Dialed Number (DN) and other criteria.
Why the Correct Answer is Right: C is correct. The Call Type's primary purpose is to map an inbound contact to the appropriate ICM Routing Script. The script then performs all decision logic-choosing skill targets, queuing, and selecting agents. Cisco documentation states Call Types are used to invoke specific routing scripts.
Why Each Incorrect Answer is Wrong: A is wrong because Skill Target selection occurs inside the routing script, not at the Call Type identification stage. B is wrong because MRD (Media Routing Domain) is determined during dialed number configuration, not by the Call Type itself. D is wrong because queue assignment is a script-level decision that happens after the Call Type invokes the script-it is a downstream consequence, not the purpose of Call Type identification.
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NEW QUESTION # 30
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)
Answer: A,E
NEW QUESTION # 31
Which two components are needed to setup RONA? (Choose two.)
Answer: C,D
NEW QUESTION # 32
Where should the RONA setting be positioned the highest?
Answer: A
Explanation:
The Ring No Answer (RONA) setting should be positioned the highest at the desk setting level on Unified Contact Center Enterprise (UCCE). The desk setting configures agent behavior and characteristics, including how long a call rings at an agent's desk before it is consideredunanswered (RONA). Setting RONA at the desk level ensures consistent handling of unanswered calls across agents who share the same desk settings, allowing the Contact Center to manage call distribution and agent availability effectively.References:Cisco UCCE documentation that covers agent desk settings and call routing configurations will typically discuss the importance and configuration of RONA settings.
NEW QUESTION # 33
Which two steps are required to configure RONA for CCE? (Choose two.)
Answer: B,C
Explanation:
RONA (Redirection on No Answer) automatically re-routes a call when an agent fails to answer within a timeout period and moves the agent to a Not Ready state. It requires both routing intelligence and proper target configuration to function.
Why the Correct Answer is Right: D is correct because Scripting logic is required for RONA in CCE. The ICM routing script must contain logic to handle the re-route event-defining where the call goes when an agent fails to answer (back to queue, different skill group, or fallback treatment). E is correct because Skill Target configuration is required because RONA needs valid agents and skill groups defined so the script can re-route the call to an alternative agent or group.
Why Each Incorrect Answer is Wrong: A is wrong because Survivability is a gateway feature for call preservation when WAN connectivity fails-it is unrelated to RONA configuration. B is wrong because Auto- answer is the opposite of RONA-it forces agents to answer automatically and would prevent RONA from ever triggering. C is wrong because while CCE Web Admin is used for general configuration, it is not a specific required step for RONA-RONA is primarily configured through scripting and skill target settings.
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NEW QUESTION # 34
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