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| Section | Weight | Objectives |
|---|---|---|
| Basic Calls and Agent Settings | 20% | - Configure basic call treatment - Configure basic agent functionality - Build basic ICM scripts - Deploy basic call settings |
| Configuration and Implementation | 20% | - Implement precision routing - Configure agent teams and supervisors - Utilize Finesse administration tool |
| Advanced Configuration | 20% | - Configure roles and departments - Implement VXML applications - Configure RONA support |
| Overview | 20% | - Describe access tools - Describe CCE components and architecture - Explain call flow - Understand Contact Center basics |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
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問題 #23
Which VVB CLI command can set an individual media file to an expired state?
答案：B
問題 #24
How are additional ICM Tools added?
答案：D
解題說明：
Additional ICM tools are typically added through the Admin Server node. The Administration Tools folder on the Admin Server contains various ICM configuration and management tools, including the Script Editor, Configuration Manager, and others. By installing or configuring these tools on the Admin Server, they become available for use in managing and configuring the ICM environment.References:Cisco ICM/UCCE administrative documentation provides guidelines on setting up and managing the ICM environment, including the addition of tools through the Admin Server.
問題 #25
What are two default CCB VXML applications that could be modified? (Choose two.)
答案：B,D
解題說明：
Cisco Courtesy Callback (CCB) is a feature that allows callers to hang up and receive a callback when an agent becomes available, eliminating hold time. It uses VXML applications for its IVR interaction flows.
Why the Correct Answer is Right: A is correct because CallbackEntry is a default CCB VXML application delivered with Cisco CVP. It handles the initial interaction where the caller chooses to receive a callback- administrators can modify it to customize prompts and logic. E is correct because CallbackQueue is another default CCB VXML application that manages the queueing experience-playing hold music and managing the callback position. Both are modifiable to meet business requirements.
Why Each Incorrect Answer is Wrong: B is wrong because cvp_ccb-vxml.tcl is a Tcl script file used in IOS gateway configurations for CCB, not a VXML application modifiable in Call Studio. C is wrong because
'Callback Engine' is a conceptual component description, not a named VXML application file. D is wrong because 'BillingQueue' is not a default CCB VXML application-it does not exist in the standard Cisco Courtesy Callback application set.
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問題 #26
How are additional ICM Tools added?
答案：D
問題 #27
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?
答案：C
解題說明：
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.
問題 #28
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