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| Section | Objectives |
|---|---|
| Topic 1: System Administration | - Call routing and scripting basics - User and agent configuration |
| Topic 2: Configuration and Maintenance | - Upgrades and lifecycle management - System configuration management |
| Topic 3: Cisco Contact Center Enterprise Architecture | - Deployment models and system architecture - Core components overview (CUCM, CVP, UCCE) |
| Topic 4: Troubleshooting and Monitoring | - Performance monitoring and fault isolation - Logging and diagnostics |
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46. Frage
What are two parts of a Single Sign-on message flow? {Choose two.)
Antwort: A,D
Begründung:
the Single Sign-on message flow consists of two parts: first, the Identity Service (IdS) detects whether the user has a valid access token, and if not, the Identity Provider (IdP) provides a login page for authenticating the user. Once the user is authenticated, the browser issues a PUT of the Finesse desktop with an access token.
In a Single Sign-on (SSO) message flow for Cisco's contact center solutions, two key parts include:B.IdS (Identity Service) detects the user has a valid access token:When a user attempts to access a service, the Identity Service checks if the user's access token is valid, indicating they are already authenticated.D.IdP (Identity Provider) provides a login page for authenticating the user:If the user does not have a valid access token, the Identity Provider will present a login page where the user can authenticate themselves.References:Cisco's documentation on SSO implementation in contact center environments details the SSO message flow, including the roles of Identity Services and Identity Providers in authenticating users.
47. Frage
Which two components are needed to setup RONA? (Choose two.)
Antwort: C,E
Begründung:
RONA (Redirection on No Answer) requires both the intelligence to know when to redirect (timing) and the logic to determine where to redirect the call (routing). Both elements must be configured for RONA to function properly.
Why the Correct Answer is Right: B is correct because Call Routing Logic (ICM scripting) is essential for RONA. The script must contain conditional logic to detect the RONA re-query event and determine the new routing destination. C is correct because System Timers define when RONA is triggered. If the phone is not answered within the timer threshold, RONA fires. Timers must be configured at multiple layers (desk settings, CUCM, CVP) to function correctly.
Why Each Incorrect Answer is Wrong: A is wrong because Agent Permission Levels are about what agents can do in the system-they have no bearing on the RONA mechanism. D is wrong because while Skill Targets are part of the broader routing configuration, they are not specifically a RONA setup component- RONA works with existing routing targets already configured. E is wrong because Attribute Settings relate to Precision Routing configuration, not to RONA setup specifically.
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48. Frage
How many teams can an Agent be a part of?
Antwort: C
Begründung:
Teams in Cisco CCE group agents under a supervisor for management, reporting, and Finesse workflow assignment purposes. The team assignment is a fundamental organizational unit that affects desktop configuration and supervisor visibility.
Why the Correct Answer is Right: A is correct. In Cisco CCE, an agent can belong to only one team at a time.
This is a hard system constraint documented in the Cisco CCE Configuration Guide. The one-team-per-agent rule ensures clear supervisor responsibility and proper team-based reporting. Team assignment determines which Finesse desktop layout and workflows an agent receives.
Why Each Incorrect Answer is Wrong: B is wrong because agents cannot be assigned to two teams simultaneously in CCE. While supervisors can manage multiple teams, agents are limited to one. C is wrong because three teams per agent is not supported-this would create conflicts in supervisor hierarchy and desktop layout assignment. D is wrong because unlimited team membership is not supported. The single-team constraint is by design to maintain clean organizational hierarchy, accurate team-level reports, and unambiguous Finesse configuration delivery.
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49. Frage
What value is used for Variable REQUERY_NO ANSWER?
Antwort: D
50. Frage
Which two components are needed to setup RONA? (Choose two.)
Antwort: C,E
Begründung:
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.
51. Frage
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