500-442 Real Exam Questions & Pass 500-442 Test Guide

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Cisco 500-442 Exam Syllabus Topics:

SectionWeightObjectives
Reporting10%- Utilize CUIC
Configuration and Implementation20%- Configure agent teams and supervisors
- Utilize Finesse administration tool
- Implement precision routing
Basic Calls and Agent settings20%- Build basic ICM scripts
- Deploy basic call settings
- Configure basic call treatment
- Configure basic agent functionality
Advanced Configuration20%- Implement VXML applications
- Configure RONA support
- Configure roles and departments
Overview20%- Describe CCE components and architecture
- Describe access tools
- Understand Contact Center basics
- Explain call flow
Advanced Features10%- Understand CCE features beyond default

>> 500-442 Real Exam Questions <<

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q14-Q19):

NEW QUESTION # 14
How does CUCM function in CCE?

Answer: C


NEW QUESTION # 15
Which two components are needed to setup RONA? (Choose two.)

Answer: A,D

Explanation:
To set up Ring No Answer (RONA) in a Cisco Contact Center Enterprise (CCE) environment, the two essential components are:B.Call Routing Logic:This involves configuring the call routing scripts or routing strategies to handle scenarios where an agent does not answer within a specified time, ensuring that the call is redirected or queued appropriately.C.System timers:These are configured to define the time duration an agent's phone rings before the call is considered unanswered (RONA). Adjusting these timers ensures that calls are managed efficiently and in a timely manner when agents are unavailable.References:Cisco's technical documentation for CCE includes sections on call routing and system configuration, which detail the setup and management of RONA settings and behaviors.


NEW QUESTION # 16
Which two functionalities should a Contact Center typically be provided? (Choose two.)

Answer: B,D


NEW QUESTION # 17
Which two steps are required to configure RONA for CCE? (Choose two.)

Answer: A,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 # 18
Which VVB CLI command can set an individual media file to an expired state?

Answer: C

Explanation:
The Cisco VVB caches media files (audio prompts) to improve performance. Administrators sometimes need to force individual cached entries to be refreshed by marking them as stale/expired so the VVB fetches a fresh copy from the media server.
Why the Correct Answer is Right: D is correct. The correct Cisco VVB CLI command syntax is 'set VVB cache stale_cache_entry < cache_entry_url > ', which marks a specific cached media file as expired, forcing the VVB to fetch a fresh copy on next access. This is documented in the Cisco VVB Administration Guide.
Why Each Incorrect Answer is Wrong: A is wrong because 'stale_cache_entries' (plural) would target all cached entries, not an individual file, and is not a valid CLI command. B is wrong because it mixes 'show' (a display command) with 'set' (a configuration command)-the syntax is invalid and contradictory. C is wrong because 'Outils' is a French word meaning 'tools' and is not a valid Cisco CLI keyword in any context.
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NEW QUESTION # 19
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