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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Overview | 20% | - Explain call flow - Describe CCE components and architecture - Understand Contact Center basics - Describe access tools |
| Topic 2: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 3: Configuration and Implementation | 20% | - Utilize Finesse administration tool - Implement precision routing - Configure agent teams and supervisors |
| Topic 4: Basic Calls and Agent Settings | 20% | - Configure basic agent functionality - Configure basic call treatment - Deploy basic call settings - Build basic ICM scripts |
| Topic 5: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Topic 6: Advanced Configuration | 20% | - Implement VXML applications - Configure RONA support - Configure roles and departments |
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NEW QUESTION # 32
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?
Answer: D
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 # 33
Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)
Answer: A,C
NEW QUESTION # 34
In a contact center, agents must select the Reason Code when they go to the "Not Ready" state. Which configuration by an administrator in Agent Desk Settings allows this action?
Answer: D
Explanation:
Enabling "Require Idle Reason" in Agent Desk Settings allows this action. When this setting is enabled, agents must select a Reason Code when they change their state to "Not Ready." This helps in tracking the specific reasons why agents are not available to take calls, providing valuable insights for workforce management and operational efficiency.References:Cisco Unified Contact Center Enterprise documentation, particularly sections related to Agent Desk Settings and Reason Codes, provides guidelines on configuring these settings to require agents to specify reasons for their "Not Ready" status.
NEW QUESTION # 35
Which two components must be configured for CCE to begin routing the contact and start processing the call?
(Choose two.)
Answer: A,C
Explanation:
For CCE to begin routing the contact and start processing the call, the following components must be configured:A.ICM script:The ICM script contains the routing logic and instructions that dictate how calls are handled and routed within the contact center environment.D.Call type:Call types are used to categorize contacts based on their characteristics or requirements, allowing the ICM script to apply the appropriate routing decisions based on the call type classification.References:Cisco's documentation on Contact Center scripting and call type configuration provides insights into setting up these components for effective call routing and processing.
NEW QUESTION # 36
WhichVVBCLI command can set an individual media file to an expired state?
Answer: B
NEW QUESTION # 37
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