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| Section | Objectives |
|---|---|
| Topic 1: Configuration and Maintenance | - System configuration management - Upgrades and lifecycle management |
| Topic 2: Cisco Contact Center Enterprise Architecture | - Deployment models and system architecture - Core components overview (CUCM, CVP, UCCE) |
| Topic 3: Troubleshooting and Monitoring | - Logging and diagnostics - Performance monitoring and fault isolation |
| Topic 4: System Administration | - User and agent configuration - Call routing and scripting basics |
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NEW QUESTION # 56
What value is used for Variable REQUERY_NO ANSWER?
Answer: B
Explanation:
In Cisco CCE routing scripts, the REQUERY variable is used to identify the reason a call is being re- submitted to the routing script (a re-query). Different numeric values indicate different re-query reasons, enabling scripts to handle each scenario appropriately.
Why the Correct Answer is Right: C is correct. The value 3 is the defined constant for REQUERY_NO_ANSWER in Cisco CCE ICM scripting. This value is returned when a call was presented to an agent who did not answer, and the system is re-queuing the call for routing. Script nodes check this variable to determine how to handle the re-queued call. This is documented in the Cisco ICM Scripting and Media Routing Guide.
Why Each Incorrect Answer is Wrong: A is wrong because value 1 typically corresponds to REQUERY_BUSY-indicating the agent extension was busy when the call was delivered. B is wrong because value 2 is typically used for REQUERY_TRANSFER_FAILED-indicating a call transfer attempt failed. D is wrong because value 4 is not the standard documented value for REQUERY_NO_ANSWER-the defined values are specific constants that must be used accurately in scripting logic.
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NEW QUESTION # 57
What is the goal of identifying a call type?
Answer: C
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 # 58
Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)
Answer: A,C
Explanation:
An IVR (Interactive Voice Response) system enables automated telephony interaction between a caller and a computer system. In CCE, CVP and VVB together provide IVR capability through VXML applications that serve callers without requiring live agents.
Why the Correct Answer is Right: A is correct because self-service via database integration is a core IVR functionality-callers can check balances, make payments, or retrieve information without speaking to an agent. This is achieved by connecting IVR logic to backend databases. E is correct because menu-driven call routing (where callers press digits or speak to indicate their reason for calling) is the classic IVR function-it allows callers to self-classify their contact.
Why Each Incorrect Answer is Wrong: B is wrong because TCP/IP is network infrastructure-it enables IVR to function technically but is not itself an IVR functionality provided to callers. C is wrong because Reporting is provided by CUIC and the ADS/HDS layer-it is not an IVR functionality. D is wrong because Heartbeat mechanisms are internal system monitoring protocols between CCE components, not IVR functionalities provided to callers.
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NEW QUESTION # 59
When is the IVR leg established in a CCE Call Flow?
Answer: C
NEW QUESTION # 60
Which user role must be assigned to the ToExtVXML variable in the ICM script?
Answer: C
Explanation:
The ToExtVXML variable in ICM scripts is used to pass data to external VXML applications-it facilitates the transfer of call context data from the ICM routing script to CVP/VXML applications. Access to configure and use this variable requires appropriate permissions.
Why the Correct Answer is Right: B is correct. The ICM Script Admin Role is required to work with the ToExtVXML variable. This role grants full access to ICM scripting capabilities, including the ability to configure ECC (Expanded Call Context) variables and system variables like ToExtVXML that are used in routing scripts for external VXML communication. This is documented in the Cisco ICM Scripting permissions framework.
Why Each Incorrect Answer is Wrong: A is wrong because 'Internet ScriptEditor Role' is not a standard recognized Cisco CCE user role name-the correct role for scripting access is ICM Script Admin Role. C is wrong because Config Manager Role provides access to Configuration Manager for configuring objects like agents and dialed numbers, but not access to ICM scripting variables. D is wrong because Agent Admin Role is scoped to managing agent configurations and desktop settings-it does not grant ICM scripting permissions required to work with variables in the Script Editor.
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NEW QUESTION # 61
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