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| Section | Objectives |
|---|---|
| Troubleshooting and Monitoring | - Logging and diagnostics - Performance monitoring and fault isolation |
| System Administration | - Call routing and scripting basics - User and agent configuration |
| Cisco Contact Center Enterprise Architecture | - Core components overview (CUCM, CVP, UCCE) - Deployment models and system architecture |
| Configuration and Maintenance | - System configuration management - Upgrades and lifecycle management |
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NEW QUESTION # 24
Which two functionalities should a Contact Center typically be provided? (Choose two.)
Answer: B,E
NEW QUESTION # 25
What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to render reports? (Choose two.)
Answer: D,E
Explanation:
Cisco Unified Intelligence Center (CUIC) is the reporting platform for Cisco contact center solutions. It pulls data from multiple defined data sources to produce real-time and historical reports for operational visibility.
Why the Correct Answer is Right: B is correct because the CVP Reporting Server stores call treatment data from IVR interactions. CUIC connects to this server to report on self-service activities, call abandonment in IVR, and other CVP metrics. D is correct because the Administration and Data Server (ADS/HDS) contains the historical reporting database for CCE. CUIC uses this as a primary data source for historical reports, agent performance, and skill group data.
Why Each Incorrect Answer is Wrong: A is wrong because CUCM is the telephony platform, not a CUIC data source for contact center reporting. C is wrong because 'Cisco Data Browser' is not a recognized CUIC data source component in CCE architecture. E is wrong because VVB (Virtual Voice Browser) is an IVR rendering engine, not a reporting data source.
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NEW QUESTION # 26
How does Precision Queue allow callers to reach an Agent that is different from Skill groups?
Answer: A
NEW QUESTION # 27
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor. Where can this task be accomplished?
Answer: C
Explanation:
Cisco CCE uses Windows Active Directory for user authentication and security group membership to control access to administrative tools like Configuration Manager and Script Editor.
Why the Correct Answer is Right: C is correct. Security group membership for CCE tool access is managed directly in Active Directory (AD). The CCE installer creates specific AD security groups (e.g., UCCEConfig, UCCEScript) during installation. Administrators add user accounts to these AD security groups to grant access to Configuration Manager, Script Editor, and other CCE tools. This is documented in the Cisco CCE Installation Guide.
Why Each Incorrect Answer is Wrong: A is wrong because CCE Admin page manages CCE operational objects (agents, teams, skill groups) but does not control Windows Active Directory security group membership for tool access. B is wrong because Domain Manager is not a standard CCE component-it is not the interface used to manage AD security group membership. D is wrong because Configuration Manager itself requires the user to already have appropriate AD group membership before they can access it-it cannot be used to grant access to itself.
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NEW QUESTION # 28
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)
Answer: A,B
Explanation:
The Cisco Customer Voice Portal (CVP) Server supports the following specifications for encoding and formatting audio files:B.G711 mu-law or a-law:G.711 is an audio codec that uses mu-law (µ-law) or a-law for companding. It's widely used in telephony and is supported by Cisco CVP for audio encoding to ensure compatibility and high-quality audio.E.The file format is wav:The WAV file format is a common audio file format that provides high-quality, uncompressed audio. Cisco CVP supports WAV files for prompts, music on hold, and other audio resources used in voice applications.References:Cisco CVP documentation, including design guides and developer resources, often lists supported audio specifications, including codec and file format requirements for optimal system performance and compatibility.
NEW QUESTION # 29
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