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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configuration and Implementation | 20% | - Configure agent teams and supervisors - Utilize Finesse administration tool - Implement precision routing |
| Topic 2: Overview | 20% | - Describe CCE components and architecture - Describe access tools - Understand Contact Center basics - Explain call flow |
| Topic 3: Basic Calls and Agent Settings | 20% | - Build basic ICM scripts - Configure basic agent functionality - Configure basic call treatment - Deploy basic call settings |
| Topic 4: Advanced Configuration | 20% | - Configure roles and departments - Implement VXML applications - Configure RONA support |
| Topic 5: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 6: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
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NEW QUESTION # 21
What are two default CCB VXML applications that could be modified? (Choose two.)
Answer: C,D
Explanation:
Cisco Courtesy Callback (CCB) is a feature that allows callers to hang up and receive a callback when an agent becomes available, eliminating hold time. It uses VXML applications for its IVR interaction flows.
Why the Correct Answer is Right: A is correct because CallbackEntry is a default CCB VXML application delivered with Cisco CVP. It handles the initial interaction where the caller chooses to receive a callback- administrators can modify it to customize prompts and logic. E is correct because CallbackQueue is another default CCB VXML application that manages the queueing experience-playing hold music and managing the callback position. Both are modifiable to meet business requirements.
Why Each Incorrect Answer is Wrong: B is wrong because cvp_ccb-vxml.tcl is a Tcl script file used in IOS gateway configurations for CCB, not a VXML application modifiable in Call Studio. C is wrong because
'Callback Engine' is a conceptual component description, not a named VXML application file. D is wrong because 'BillingQueue' is not a default CCB VXML application-it does not exist in the standard Cisco Courtesy Callback application set.
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NEW QUESTION # 22
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment? (Choose two.)
Answer: C,E
Explanation:
In Cisco CCE, ICM (Intelligent Contact Management) is the routing brain. Before agents can receive calls, several configuration objects must be established to define agent competencies and behavior.
Why the Correct Answer is Right: A is correct because Skill Groups define the competencies an agent possesses (billing, technical support), and Skill Targets link agents to those groups-without this, the ICM routing script has no agent pool to select from. B is correct because Agent Desk Settings define how an agent interacts with the desktop, including wrap-up timers, reason codes, and auto-answer behavior-these must be configured and assigned for proper functionality.
Why Each Incorrect Answer is Wrong: C is wrong because Route Teams are a CCE construct but not a prerequisite for basic agent functionality. D is wrong because Agent Route Groups relate to routing logic groupings but are not among the primary prerequisites for basic agent operation. E is wrong because while administrators need accounts, configuring administrators is not an ICM task enabling agent functionality.
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NEW QUESTION # 23
Where should the RONA setting be positioned the highest?
Answer: C
NEW QUESTION # 24
What are the two main features of the Cisco VVB? (Choose two.)
Answer: B,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 # 25
Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)
Answer: B,C
NEW QUESTION # 26
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