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| Certification Vendor: | Cisco |
|---|---|
| Exam Name: | Administering Cisco Contact Center Enterprise |
| Exam Number: | 500-442 |
| Exam Format: | Drag and drop, Multiple choice, Simulations |
| Exam Duration: | 90 minutes |
| Real Exam Qty: | 45-55 |
| Passing Score: | Variable (approx. 750-850 / 1000) |
| Certificate Validity Period: | 3 years |
| Related Certifications: | Cisco Certified Specialist - Collaboration Applications |
| Exam Price: | $300 USD |
| Available Languages: | English |
| Recommended Training: | Understanding Cisco Contact Center Enterprise Foundations (CCEF) Administering Cisco Contact Center Enterprise (CCEA) |
| Exam Registration: | Pearson VUE |
| Sample Questions: | Cisco 500-442 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE test centers |
| Pre Condition: | No mandatory prerequisites; recommended knowledge: basic networking, Windows Active Directory, SQL, Unified Communications Manager, voice gateways |
| Official Syllabus URL: | https://www.cisco.com/c/en/us/training-events/training-certifications/exams/current-list/administering-cisco-contact-center-enterprise-ccea.html |
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To pass the Cisco 500-442 exam, candidates must have a deep understanding of the various Cisco Contact Center solutions and how they are deployed in different environments. They must also know how to configure and troubleshoot these solutions, as well as manage and monitor the performance of the contact center. 500-442 exam consists of multiple-choice questions and simulations, which test the candidate's ability to apply their knowledge to real-world scenarios. Passing 500-442 Exam demonstrates that an individual has the skills and expertise required to manage and administer a Cisco Contact Center Enterprise environment, which can be a valuable asset for any organization that uses these solutions.
NEW QUESTION # 19
What is the maximum number of attributes that can be assigned to an Agent?
Answer: A
NEW QUESTION # 20
Which two servers can be accessed from the Web Administration tool? (Choose two.)
Answer: A,C
Explanation:
The Web Administration tool in Cisco Contact Center Enterprise environments provides access to various servers for configuration and management tasks. The two servers that can be accessed include:D.CVP (Cisco Voice Portal):This tool allows for the configuration and management of CVP servers, which are crucial for IVR and call treatment functionalities in the contact center.E.Finesse:The tool also provides access to Finesse servers, enabling the configuration of agent desktops, workflows, and other user interface elements.References:Cisco's documentation on Web Administration tools and server management provides insights into the servers accessible through this tool and the types of configurations and management tasks that can be performed.
NEW QUESTION # 21
How many teams can an Agent be a part of?
Answer: B
Explanation:
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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NEW QUESTION # 22
What is the goal of identifying a call type?
Answer: B
Explanation:
In Cisco CCE, a Call Type is a classification object that acts as a trigger for routing scripts. Every inbound contact is matched to a Call Type based on the Dialed Number (DN) and other criteria.
Why the Correct Answer is Right: C is correct. The Call Type's primary purpose is to map an inbound contact to the appropriate ICM Routing Script. The script then performs all decision logic-choosing skill targets, queuing, and selecting agents. Cisco documentation states Call Types are used to invoke specific routing scripts.
Why Each Incorrect Answer is Wrong: A is wrong because Skill Target selection occurs inside the routing script, not at the Call Type identification stage. B is wrong because MRD (Media Routing Domain) is determined during dialed number configuration, not by the Call Type itself. D is wrong because queue assignment is a script-level decision that happens after the Call Type invokes the script-it is a downstream consequence, not the purpose of Call Type identification.
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NEW QUESTION # 23
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
Answer: B,F
NEW QUESTION # 24
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