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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Features and AI | 25% | - Analytics and optimization - Third-party integrations and APIs - Advanced workflow design - AI-powered routing and automation |
| Topic 2: Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
| Topic 3: Telephony and Call Routing | 30% | - Inbound and outbound telephony settings - Voice call routing components configuration - Telephony integration configuration - Webex Contact Center telephony architecture options - Voice channel troubleshooting |
| Topic 4: Tenant Configuration and Reporting | 30% | - User and team configuration - Reporting dashboards and visualizations - Call recording configuration - Agent and supervisor desktop setup - Network requirements for Webex Contact Center |
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NEW QUESTION # 36
A company wants to provide business continuity if WAN connectivity to Webex Calling is interrupted. Which Cisco solution supports local call survivability?
Answer: C
Explanation:
A Survivable Gateway enables local call processing functionality during WAN or cloud outages.
Phones can continue placing internal and limited PSTN calls even if connectivity to Webex Calling services fails. Edge Audio and Emergency Responder address different collaboration requirements unrelated to local survivability.
NEW QUESTION # 37
What are the two current default rate limits for a given client ID when Webex Contact Center APIs are protected with rate limiting? (Choose two.)
Answer: B,D
NEW QUESTION # 38
Refer to the exhibit.
A flow designer created a simple flow to play a message and disconnect the caller. Callers report that they cannot hear any message and the call drops .
Why is the designer having this issue?
Answer: D
Explanation:
In Flow Designer, a Play Message activity must have a valid prompt source. Cisco documents that Flow Designer can play prerecorded audio files or text-to-speech prompts and that TTS content must be configured correctly for Cisco Cloud Text-to-Speech. The exhibit indicates a simple flow that should play a message and then disconnect. If callers hear nothing and the call immediately drops, the most direct cause is that the message node has no valid TTS message configured or the TTS value is invalid. A codec mismatch would typically affect media negotiation more broadly, not only the absence of configured prompt text. A missing audio file would apply if the node used an audio file, but the answer choice points to TTS configuration.
Cisco Cloud Text-to-Speech being unavailable would be a service-side outage, which is less consistent with a designer-created flow issue. The local misconfiguration is the invalid or missing TTS message. Reference:
Cisco Help, Build and manage flows with Flow Designer; Text-to-Speech in Webex Contact Center.
NEW QUESTION # 39
What are two characteristics of the Microsoft Dynamics 365 Connector integration for Cisco Webex Contact Center? (Choose two.)
Answer: B,C
Explanation:
The Microsoft Dynamics 365 connector provides CRM integration from the Webex Contact Center agent experience and includes configuration that allows agent workflows and screen-pop behavior to be customized around Dynamics records. Cisco's Dynamics integration guide describes installing the CRM connector, configuring the channel provider, and customizing screen-pop and workflow behavior using parameters and variables. OAuth certificate-based authentication is also part of secure connector authorization patterns used in Cisco integration workflows where an application uses certificate/private-key material instead of a simple shared secret. Agent state syncing between platforms is not the defining connector characteristic in this option set; there are synchronization features involving Webex App or CRM presence, but the connector question is focused on Dynamics connector capabilities. TLS encryption is expected for HTTPS communications but is too generic to be a distinctive answer. Read-only/read-write is not the pair Cisco emphasizes for this connector question. Reference: Cisco Help, Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365; Configure custom connector for Webex Contact Center.
NEW QUESTION # 40
A user has the agent role and needs a desktop experience that meets these requirements: stops receiving inbound engagements without affecting KPIs can transfer calls to frequent destinations can categorize the call intent .
Drag and drop the actions that must be performed from the left onto the right to configure WxCC to accomplish this goal. Actions can be placed in any order. Not all options are used.
Answer:
Explanation:
Explanation:
Create idle codes and add them to the desktop profile.
Create an address book and add it to the desktop profile.
Create wrap-up codes and add them to the desktop profile.
The requested desktop experience maps to three desktop-profile objects. First, to stop receiving inbound engagements without hurting KPIs, agents need an idle code configured in the desktop profile. Idle codes allow agents to move out of available status for recognized reasons rather than appearing as missed or mishandled contacts. Second, to transfer calls to frequent destinations, the administrator creates an address book and assigns it to the desktop profile so those destinations are available in Agent Desktop consult and transfer workflows. Third, to categorize the call intent, wrap-up codes must be created and added to the desktop profile so agents can classify the interaction after handling. A multimedia profile set to Exclusive would restrict simultaneous contacts, but it does not address transfer destinations, KPI-safe unavailable states, or call intent classification. Screen pop settings are related to CRM display behavior, not this stated goal.
Reference: Cisco Help, Manage desktop profiles; Webex Contact Center Setup and Administration Guide.
NEW QUESTION # 41
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