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| Section | Weight | Objectives |
|---|---|---|
| Telephony and Call Routing | 30% | - Configure Webex Contact Center telephony integration and system interfaces - Describe Webex Contact Center telephony architecture options
|
| Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Describe AI capabilities within Webex Contact Center architectures
|
| Tenant Configuration and Reporting | 30% | - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure multi-tier customer experience variables and thresholds - Analyze real-time and historical dashboards to isolate operational constraints - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure Webex Contact Center users and identity records - Describe network requirements for Webex Contact Center systems - Configure security profiles, skills-based routing rules, and scheduling patterns |
| Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
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NEW QUESTION # 46
A Webex Contact Center manager wants to synchronize Webex App presence states with the Webex Contact Center Agent Desktop to improve agent efficiency. Also, the manager wants the Agent Desktop to automatically switch to the already configured the "WebexAppCall" Webex Contact Center idle state when an agent is engaged in a non-Webex Contact Center call on the Webex App.
Which three actions must be taken to meet these requirements? (Choose three.)
Answer: C,D,E
Explanation:
Webex App state synchronization is configured under the Desktop > Webex App configuration area, where the administrator enables Webex App integration, enables state synchronization, and maps Webex availability states to Webex Contact Center idle codes. The requested behavior is specific: when an agent is on a non- contact-center Webex App call, Agent Desktop must move to the configured WebexAppCall idle state.
Cisco's documentation identifies the Webex availability state as On a Call for this situation, not Outgoing Call. Therefore, On a Call must be mapped to the WebexAppCall idle code. The idle code must already exist in Webex Contact Center; it does not need to be added to a desktop layout, because idle codes are assigned through desktop profile configuration rather than layout JSON. The option that places state synchronization under Collaboration in the desktop profile does not match the stated Control Hub path. The three required actions are enabling the Webex App integration, mapping On a Call, and enabling State Synchronization.
Reference: Cisco Help, Manage desktop profiles; Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365, state synchronization section.
NEW QUESTION # 47
An engineer is configuring outdial telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are required? (Choose two.)
Answer: A,E
Explanation:
Outdial calling in Webex Contact Center needs both a tenant or system caller-ID source and a desktop permission path that lets the agent place outbound calls. Cisco's Control Hub voice settings document the Default Outdial ANI field, which determines the default caller ID used for outdial behavior when a dial number is not otherwise mapped. Cisco's desktop profile documentation then controls whether an agent can actually use outdial from Agent Desktop. When Outdial is enabled on the desktop profile, the administrator selects the outdial entry point and, where applicable, the Outdial ANI list. Adding an agent to an outbound team is campaign-related and not a prerequisite for ordinary outdial. ANI in Flow Designer can influence call presentation in flows, but it is not the required administrative setup for agent outdial. A wrap-up reason for an outdial queue is useful for classification after a contact, not the base telephony enablement. Reference: Cisco Help, Set up voice settings for Webex Contact Center; Manage desktop profiles.
NEW QUESTION # 48
A Webex Contact Center engineer is configuring a new chat digital channel for their organization.
Chat digital channel interactions will be handled by Webex Contact Center agents. Which two actions must be taken as part of the configuration? (Choose two.)
Answer: A,D
Explanation:
A chat digital channel must be created with Chat as the channel type so Webex Contact Center can process chat interactions. The chat asset must also be assigned to the channel so the deployed web chat widget is linked to the channel that routes conversations to agents.
NEW QUESTION # 49
An administrator is adding a custom connector to integrate a third-party application with their Webex Contact Center org using OAuth 2.0 for authentication.
Which two grant types must the administrator choose to accomplish this task? (Choose two.)
Answer: A,B
Explanation:
For OAuth 2.0 custom connector authentication in Webex Contact Center, Cisco documents client credentials using either a client secret or a private key/certificate method. The custom connector configuration supports Client credentials - client secret, where the administrator enters a client ID and client secret, and Client credentials - private key, where the private key corresponds to the certificate material used by the application.
Those two choices are valid grant/authentication methods for service-to-service integration because a backend connector needs machine-to-machine authorization rather than a user authorization code flow. Client credentials - token is not a grant type; the token is the output of a successful OAuth exchange. Client credentials - certificate is too imprecise in the option set because Cisco's configuration wording identifies private key/certificate material. Server credentials - certificate is not a documented OAuth grant type for the Webex Contact Center custom connector. Reference: Cisco Help, Configure custom connector for Webex Contact Center; Webex Developer, Integrations and Authorization.
NEW QUESTION # 50
As per the policy, the business requires explicit permission from the caller before any interaction can be recorded in the contact center. To manage this, the flow includes a Menu IVR activity that presents recording consent options to the caller. The caller's choice is logged and then passed as input to the Recording Control activity element of the flow. Which two statements are true based on the functionality and rules of the Recording Control activity? (Choose two.)
Answer: A,B
Explanation:
When recording consent is explicitly set to Yes in the flow, the Recording Control activity takes priority over tenant, queue, and recording schedule settings, so the call is recorded. When the activity is removed or consent is not configured in the flow, recording follows the configured hierarchy, so a queue-level Yes setting can cause the call to be recorded even if the tenant-level setting is No.
NEW QUESTION # 51
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