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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
| Topic 2: Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Implement webhooks and developer APIs to support external database queries
|
| Topic 3: Telephony and Call Routing | 30% | - Troubleshoot voice channels configuration mismatches
- Configure inbound and outdial telephony options for Webex Contact Center agents |
| Topic 4: Tenant Configuration and Reporting | 30% | - Analyze real-time and historical dashboards to isolate operational constraints - Configure multi-tier customer experience variables and thresholds - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure Webex Contact Center users and identity records - Configure security profiles, skills-based routing rules, and scheduling patterns - Describe network requirements for Webex Contact Center systems |
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NEW QUESTION # 14
Refer to the exhibit. A Webex Contact Center agent has no Multimedia Profile assigned to it, yet the agent can accept voice and digital channels. Which configuration object's Multimedia profile is inherited by the agent?
Answer: B
Explanation:
When a Multimedia Profile is not assigned directly to the agent, the agent inherits the Multimedia Profile from the assigned Desktop Profile. This controls the channels and concurrent interaction capacity available to the agent.
NEW QUESTION # 15
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,D
Explanation:
Webex Connect provides two relevant troubleshooting tools for failed transactions: Debug Console and Export Logs. Cisco's Webex Connect Debug Console documentation states that it displays transaction details and historical logs for API, flow, and rule executions, including status, timestamps, service name, transaction source, and errors. That makes it the interactive tool for investigating a specific failure path. Export Logs is the bulk-download mechanism for inbound and outbound transaction logs across channels and can cover the last seven days or more depending on log availability and tenant configuration. Reports are useful for aggregated channel performance and trends, but not for pulling all failed transactions from a specific service with enough technical detail. Watchtower is not the primary transaction log export mechanism in the option set. Templates are reusable message or channel assets, not troubleshooting tools. For a seven-day failure investigation, Debug Console plus Export Logs is the correct pair. Reference: Webex Connect Help, Debug Console; Webex Connect Help, Export Logs.
NEW QUESTION # 16
A Webex Contact Center environment uses only Webex Calling registered endpoints for agent connection and requires that unanswered customer calls are requeued to be handled by the next available agent. Any direct unanswered call to the agent must roll to their designated voicemail.
Which configuration meets this requirement?
Answer: A
Explanation:
The RONA timer must expire before the agent endpoint forwards the call to voicemail. This allows unanswered contact center calls to be requeued and offered to the next available agent, while ordinary direct calls can still follow the agent's voicemail ring behavior.
NEW QUESTION # 17
What are the two types of Local Gateway trunking models with Webex Calling? (Choose two.)
Answer: A,E
Explanation:
Cisco documents two Local Gateway trunking models for Webex Calling: registration-based trunks and certificate-based trunks. A registration-based trunk has the local gateway maintain SIP registration toward Webex Calling, and the signaling relationship is established through that registration. Cisco's trunk and dial plan documentation describes this model as an implicit connection based on the gateway's registration. A certificate-based trunk uses mutual TLS and certificate trust to authenticate signaling without SIP registration in the same way. These are the formal trunking choices used when integrating on-premises voice infrastructure with Webex Calling and, by extension, supporting Webex Contact Center telephony designs that use Local Gateway. DNS-based trunks are not a Cisco trunking model name in this context. PSTN trunks and enterprise trunks are generic or design descriptions, not the two Local Gateway models. For 300-830, the key is recognizing the official Webex Calling trunk model terminology. Reference: Cisco Help, Configure Local Gateway on Cisco IOS XE for Webex Calling; Configure trunks, route groups, and dial plans for Webex Calling.
NEW QUESTION # 18
A customer wants supervisors to silently monitor agents without participants hearing monitoring tones. Which feature should be implemented?
Answer: A
Explanation:
Silent monitoring allows supervisors to listen to agent calls without either party hearing audible tones or announcements. Whisper coaching differs because supervisors can privately speak to agents during calls. Barge-in actively joins the conversation, making the supervisor audible to all participants.
NEW QUESTION # 19
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