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Cisco 500-442 Exam Syllabus Topics:

Section	Weight	Objectives
Basic Calls and Agent settings	20%	- Deploy basic call settings - Build basic ICM scripts - Configure basic agent functionality - Configure basic call treatment
Overview	20%	- Explain call flow - Describe CCE components and architecture - Describe access tools - Understand Contact Center basics
Advanced Configuration	20%	- Configure roles and departments - Implement VXML applications - Configure RONA support
Advanced Features	10%	- Understand CCE features beyond default
Reporting	10%	- Utilize CUIC
Configuration and Implementation	20%	- Utilize Finesse administration tool - Implement precision routing - Configure agent teams and supervisors

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q58-Q63):

NEW QUESTION # 58
Apart from CVP Call Studio, what are two other components that have a role in the VXML application's functioning? (Choose two.)

A. Unified Communications Manager
B. Finesse Server
C. Media Server
D. VRU PG
E. Voice Browser

Answer: C,E

Explanation:
Apart from CVP Call Studio, which is used to design and develop VXML applications, two other components that play a crucial role in the functioning of VXML applications are:C.Media Server:This component stores and serves media files, such as audio prompts and music on hold, that are used by VXML applications during call interactions.D.Voice Browser:Often referred to as the VXML Gateway in Cisco environments, the Voice Browser interprets and executes VXML documents, facilitating interaction between callers and the IVR system.References:Detailed information on the architecture and components of VXML applications can be found in Cisco's documentation on Unified CVP and VXML Gateway.

NEW QUESTION # 59
How many Workflows are supported by Finesse?

A. up to 20 Workflows with 5 per Team
B. up to 200 Workflows with 20 per Team
C. up to 100 Workflows with 5 per Team
D. up to 100 Workflows with 20 per Team

Answer: A

NEW QUESTION # 60
How many teams can an Agent be a part of?

A. unlimited
B. 0
C. 1
D. 2

Answer: B

NEW QUESTION # 61
What are the two main features of the Cisco VVB? (Choose two.)

A. provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
B. allows customers to retrieve the required information through voice commands without interacting with an agent
C. allows an agent to retrieve the required information through voice commands without interacting with a customer
D. provides a more comprehensive and effective agent service by efficiently handling call traffic with self-service or fast transfer to the correct customer the first time
E. supports only one language for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities

Answer: A,B

Explanation:
Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. 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 technologies. * 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 agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configuration/guide/cvvb_b_ciscovvb-administration-and-configuration-guide/cvvb_b_ciscovvb-administration-and-configuration-guide_chapter_01.pdf

NEW QUESTION # 62
Which two steps are required to configure RONAfor CCE? (Choose two.)

A. Auto-answer
B. Survivability
C. Skill target configuration
D. CCE Web Admin
E. Scripting logic

Answer: C,D

NEW QUESTION # 63
......

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