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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Topic 2: Configuration and Implementation | 20% | - Utilize Finesse administration tool - Configure agent teams and supervisors - Implement precision routing |
| Topic 3: Basic Calls and Agent Settings | 20% | - Configure basic call treatment - Configure basic agent functionality - Build basic ICM scripts - Deploy basic call settings |
| Topic 4: Overview | 20% | - Explain call flow - Describe access tools - Describe CCE components and architecture - Understand Contact Center basics |
| Topic 5: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 6: Advanced Configuration | 20% | - Configure RONA support - Implement VXML applications - Configure roles and departments |
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NEW QUESTION # 49
Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)
Answer: B,C
Explanation:
Before Cisco CCE can route any contact, the system needs to know what to do with it (the script) and how to classify it (the call type). These two elements form the minimum viable routing configuration required to begin processing.
Why the Correct Answer is Right: A is correct because an ICM Routing Script must exist and be active for CCE to process the call-without a script, there is no routing logic to execute. D is correct because a Call Type must be configured and associated with the ICM script. The Call Type classifies the inbound contact via Dialed Number matching and triggers the appropriate routing script.
Why Each Incorrect Answer is Wrong: B is wrong because Skill Targets are configured within scripts as routing targets, but the system can begin processing a call even before skill targets are reached in the script logic. C is wrong because Network VRU is required for IVR treatment, but a basic call can be routed to an agent without VRU involvement-it is not a minimum requirement. E is wrong because Media Routing Domains are typically pre-configured by default and do not need to be explicitly configured as a prerequisite to begin routing.
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NEW QUESTION # 50
Which .bat file displays the status of the VXML server and the applications running?
Answer: D
NEW QUESTION # 51
Which two role types have access to CUIC reporting objects maintained through a system of Roles and Permissions? (Choose two.)
Answer: D,E
NEW QUESTION # 52
In a contact center, agents must select the Reason Code when they go to the "Not Ready" state. Which configuration by an administrator in Agent Desk Settings allows this action?
Answer: D
Explanation:
Agent Desk Settings in Cisco CCE control the behavioral rules for agents on their desktop, including whether they must provide reasons when changing state. The 'Not Ready' state is also known as the 'Idle' state in CCE terminology.
Why the Correct Answer is Right: C is correct. The 'Require Idle Reason' setting, when enabled in Agent Desk Settings, forces agents to select a Reason Code before entering the Not Ready (Idle) state. This provides supervisors with visibility into why agents are unavailable. This is explicitly documented in the Cisco CCE Features Guide under Agent Desk Settings.
Why Each Incorrect Answer is Wrong: A is wrong because 'Wrap-up on Incoming, set to Required' forces agents to enter a wrap-up code after completing an inbound call-it controls post-call wrap-up, not the Not Ready state. B is wrong because 'Require Logout Reason' forces agents to provide a reason when logging out of Finesse entirely, not when going to Not Ready/Idle state. D is wrong because 'Wrap-up on Outgoing, set to Required' applies to outbound call wrap-up, not the Not Ready state transition.
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NEW QUESTION # 53
Which two components must a script be associated with to run? (Choose two.)
Answer: A,C
NEW QUESTION # 54
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