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| Certification Vendor: | Cisco |
|---|---|
| Exam Name: | Administering Cisco Contact Center Enterprise |
| Exam Number: | 500-442 |
| Passing Score: | Variable (approx. 750-850 / 1000) |
| Exam Format: | Simulations, Multiple choice, Drag and drop |
| Real Exam Qty: | 45-55 |
| Certificate Validity Period: | 3 years |
| Exam Price: | $300 USD |
| Available Languages: | English |
| Related Certifications: | Cisco Certified Specialist - Collaboration Applications |
| Exam Duration: | 90 minutes |
| 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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Cisco 500-442 certification exam comprises 65-75 questions and has a duration of 90 minutes. 500-442 exam is available in English and Japanese language versions. 500-442 exam questions are scenario-based and test the candidate’s ability to solve real-world problems. 500-442 Exam also tests the candidate’s knowledge of best practices for designing and implementing Cisco Contact Center Enterprise solutions.
NEW QUESTION # 29
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?
Answer: B
Explanation:
In script editing environments like Cisco's Script Editor for Unified Contact Center Enterprise (UCCE), the Monitor mode is indicated by a visual change in the script's appearance, specifically to a bright white background with black dots. This mode allows users to view real-time data and how the script is performing without making any changes to the script itself. It's a diagnostic view that helps in monitoring the script's execution in a live environment.References:Cisco Script Editor documentation provides details on the different script modes, including Monitor mode, and how they are visually represented within the editor.
NEW QUESTION # 30
Which two components must a script be associated with to run? (Choose two.)
Answer: A,C
NEW QUESTION # 31
What are two parts of a Single Sign-on message flow? {Choose two.)
Answer: A,E
Explanation:
the Single Sign-on message flow consists of two parts: first, the Identity Service (IdS) detects whether the user has a valid access token, and if not, the Identity Provider (IdP) provides a login page for authenticating the user. Once the user is authenticated, the browser issues a PUT of the Finesse desktop with an access token.
In a Single Sign-on (SSO) message flow for Cisco's contact center solutions, two key parts include:B.IdS (Identity Service) detects the user has a valid access token:When a user attempts to access a service, the Identity Service checks if the user's access token is valid, indicating they are already authenticated.D.IdP (Identity Provider) provides a login page for authenticating the user:If the user does not have a valid access token, the Identity Provider will present a login page where the user can authenticate themselves.References:Cisco's documentation on SSO implementation in contact center environments details the SSO message flow, including the roles of Identity Services and Identity Providers in authenticating users.
NEW QUESTION # 32
Which two steps are required to configure RONA for CCE? (Choose two.)
Answer: D,E
Explanation:
RONA (Redirection on No Answer) automatically re-routes a call when an agent fails to answer within a timeout period and moves the agent to a Not Ready state. It requires both routing intelligence and proper target configuration to function.
Why the Correct Answer is Right: D is correct because Scripting logic is required for RONA in CCE. The ICM routing script must contain logic to handle the re-route event-defining where the call goes when an agent fails to answer (back to queue, different skill group, or fallback treatment). E is correct because Skill Target configuration is required because RONA needs valid agents and skill groups defined so the script can re-route the call to an alternative agent or group.
Why Each Incorrect Answer is Wrong: A is wrong because Survivability is a gateway feature for call preservation when WAN connectivity fails-it is unrelated to RONA configuration. B is wrong because Auto- answer is the opposite of RONA-it forces agents to answer automatically and would prevent RONA from ever triggering. C is wrong because while CCE Web Admin is used for general configuration, it is not a specific required step for RONA-RONA is primarily configured through scripting and skill target settings.
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NEW QUESTION # 33
Which two steps are required to configure RONAfor CCE? (Choose two.)
Answer: B,E
NEW QUESTION # 34
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