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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Overview | 20% | - Describe access tools - Understand Contact Center basics - Describe CCE components and architecture - Explain call flow |
| Configuration and Implementation | 20% | - Configure agent teams and supervisors - Implement precision routing - Utilize Finesse administration tool |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Basic Calls and Agent Settings | 20% | - Configure basic agent functionality - Configure basic call treatment - Build basic ICM scripts - Deploy basic call settings |
| Advanced Configuration | 20% | - Configure RONA support - Implement VXML applications - Configure roles and departments |
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NEW QUESTION # 32
Where should the RONA setting be positioned the highest?
Answer: C
Explanation:
RONA (Redirection on No Answer) is a mechanism that redirects a call when an agent fails to answer within a configured time. Multiple components in CCE have timeout settings that interact with RONA, and they must be layered correctly.
Why the Correct Answer is Right: A is correct. The CVP OPS Console RONA timer must be set highest to serve as the ultimate safety net. If the CVP timeout fires before all other components have had a chance to handle the RONA event, the call may be dropped rather than properly re-routed. Cisco best practice documentation specifies that CVP's timer should be the largest, with CUCM phone timer intermediate, and the CCE desk setting lowest, forming a cascading failsafe.
Why Each Incorrect Answer is Wrong: B is wrong because the CUCM phone timer should be set at an intermediate value-high enough to allow CCE desk settings to trigger RONA first, but lower than CVP's timer. C is wrong because the Agent Desk Settings timer should be the lowest, firing first to initiate the RONA re-route cleanly within the scripting logic. D is wrong because script-level timers are part of the routing logic but are not the entity that needs the highest RONA timeout in the hierarchy.
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NEW QUESTION # 33
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?
Answer: A
NEW QUESTION # 34
Which two steps are required to configure RONAfor CCE? (Choose two.)
Answer: C,D
NEW QUESTION # 35
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor.
Where can this task be accomplished?
Answer: D
Explanation:
Associating users as members of a Security Group to access Configuration Manager or Script Editor is typically accomplished through C. Active Directory. In a Cisco Contact Center Enterprise environment, user access and permissions are often managed through integration with Active Directory, where Security Groups are configured to define the roles and access levels of different users. By adding users to the appropriate Security Group in Active Directory, administrators can control access to critical applications like Configuration Manager and Script Editor.References:Cisco's documentation on security and user management for Contact Center solutions often includes guidelines on using Active Directory to manage access and permissions.
NEW QUESTION # 36
Which two steps are required to configure RONA for CCE? (Choose two.)
Answer: B,C
Explanation:
To configure Ring No Answer (RONA) for Cisco Contact Center Enterprise (CCE), the required steps include:C.CCE Web Admin:The CCE Web Administration tool is used to configure various system settings, including RONA. Administrators can set RONA timers and behaviors for different agent teams or queues through this interface.D.Scripting logic:RONA behavior can also be influenced by scripting logic within the CCE scripting tools (such as the Script Editor). Scripts can include conditions and actions that define how calls are redirected or treated when an agent does not answer within a specified time.References:Cisco CCE documentation, including administration and scripting guides, provides detailed instructions on configuring RONA settings and incorporating RONA logic into call routing scripts.
NEW QUESTION # 37
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