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| Section | Weight | Objectives |
|---|---|---|
| Telephony and Call Routing | 30% | - Telephony integration configuration - Inbound and outbound telephony settings - Voice channel troubleshooting - Voice call routing components configuration - Webex Contact Center telephony architecture options |
| Tenant Configuration and Reporting | 30% | - Agent and supervisor desktop setup - Network requirements for Webex Contact Center - Call recording configuration - Reporting dashboards and visualizations - User and team configuration |
| Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital channel troubleshooting - Digital contact routing configuration |
| Advanced Features and AI | 25% | - Analytics and optimization - Advanced workflow design - Third-party integrations and APIs - AI-powered routing and automation |
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NEW QUESTION # 67
A major corporation wants to migrate to Webex Contact Center but requires that the current PSTN carrier and enterprise PBX based agents be retained in its on-premises environment.
Which action must the engineer take to meet this requirement?
Answer: A
Explanation:
A Local Gateway design is the correct migration pattern when the enterprise wants to retain an existing PSTN carrier and on-premises PBX-based agent environment. Cisco positions Local Gateway as the component that integrates the existing on-premises deployment with Webex Calling, allowing organizations to migrate at their own pace while continuing to use existing PSTN and call-control investments. In this design, an on-premises SBC, commonly Cisco Unified Border Element or another supported border element, routes calls between the enterprise environment and Webex Calling/Webex Contact Center. Porting DIDs to Cisco Calling Plan would replace the PSTN arrangement rather than retain it. Asking the PSTN carrier to forward all contact center numbers to Webex Calling may work for a simple design, but it does not retain PBX-based routing and agent connectivity in the same controlled way. The requirement is implementable, and Local Gateway is the documented method. Reference: Cisco Help, Get started with Local Gateway; Webex Contact Center Data Sheet.
NEW QUESTION # 68
An administrator notices that agents receive chat requests even though their status is set to Away vailable for voice only.?Which configuration is MOST likely causing the issue?
Answer: B
Explanation:
Multimedia profiles define which communication channels agents can handle, including voice, chat, email, and social messaging. If chat requests are still delivered, the multimedia profile likely permits chat interactions despite the agent's intended voice-only availability. Team settings do not override multimedia channel permissions directly.
NEW QUESTION # 69
A system administrator is updating the Agent Desktop layout to include a custom widget designed to execute background logic that triggers a custom CRM screen pop upon the arrival of an SMS.
Under which area object must the widget be configured?
Answer: B
Explanation:
A headless widget is used when the widget must run background logic without being displayed as a visible Agent Desktop panel. This is the correct area for triggering custom behavior such as a CRM screen pop when an SMS interaction arrives.
NEW QUESTION # 70
What are two characteristics of the Microsoft Dynamics 365 Connector integration for Cisco Webex Contact Center? (Choose two.)
Answer: D,E
Explanation:
The Microsoft Dynamics 365 connector supports certificate-based OAuth authentication for secure integration with Dynamics 365. It also supports CRM-integrated agent workflows, such as screen pops, case handling, and activity logging from the Webex Contact Center integration.
NEW QUESTION # 71
A Webex Contact Center engineer is configuring a new Webex Contact Center tenant and wants to implement digital channels. Which two actions must be taken before setting up digital channels? (Choose two.)
Answer: A,C
Explanation:
Before configuring digital channels, the administrator must authorize the required Webex Contact Center integrations in Webex Connect. Webex CC Engage enables digital channel engagement services, and Webex CC Task enables digital interactions to be created and routed as contact center tasks.
NEW QUESTION # 72
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