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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Overview | 20% | - Explain call flow - Understand Contact Center basics - Describe access tools - Describe CCE components and architecture |
| Topic 2: Advanced Features | 10% | - Understand CCE features beyond default |
| Topic 3: Advanced Configuration | 20% | - Configure roles and departments - Implement VXML applications - Configure RONA support |
| Topic 4: Configuration and Implementation | 20% | - Utilize Finesse administration tool - Implement precision routing - Configure agent teams and supervisors |
| Topic 5: Basic Calls and Agent settings | 20% | - Configure basic call treatment - Build basic ICM scripts - Configure basic agent functionality - Deploy basic call settings |
| Topic 6: Reporting | 10% | - Utilize CUIC |
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NEW QUESTION # 43
Which two steps are required to configure a Supervisor? (Choose two.)
Answer: A,D
Explanation:
Supervisors in Cisco CCE have elevated capabilities compared to agents-they can monitor calls, barge in, view team reports, and send team messages. Proper configuration is required to grant these privileges within both the directory and CCE itself.
Why the Correct Answer is Right: C is correct because CCE uses Active Directory for user authentication. A Supervisor must have an AD account associated with the appropriate CCE security groups to access supervisor tools and CCE Admin. D is correct because in the Agent/Supervisor configuration in CCE Admin, the 'Is Supervisor' checkbox must be enabled. This flag grants supervisor-level permissions in Finesse and CCE, enabling team monitoring, barge-in, and the supervisor team gadget.
Why Each Incorrect Answer is Wrong: A is wrong because while supervisors are typically associated with teams, being assigned to 'only one' team is not a configuration requirement for setting up supervisor access. B is wrong because supervisors do not need to be directly assigned to Skill Groups or Precision Queues as a configuration requirement-this is relevant to agents. E is wrong because assigning to a Precision Queue is not a required step specifically for supervisor configuration.
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NEW QUESTION # 44
Which two components must be configured for CCE to begin routing the contact and start processing the call?
(Choose two.)
Answer: A,E
Explanation:
For CCE to begin routing the contact and start processing the call, the following components must be configured:A.ICM script:The ICM script contains the routing logic and instructions that dictate how calls are handled and routed within the contact center environment.D.Call type:Call types are used to categorize contacts based on their characteristics or requirements, allowing the ICM script to apply the appropriate routing decisions based on the call type classification.References:Cisco's documentation on Contact Center scripting and call type configuration provides insights into setting up these components for effective call routing and processing.
NEW QUESTION # 45
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)
Answer: A,E
Explanation:
The Cisco Customer Voice Portal (CVP) Server supports the following specifications for encoding and formatting audio files:B.G711 mu-law or a-law:G.711 is an audio codec that uses mu-law (ยต-law) or a-law for companding. It's widely used in telephony and is supported by Cisco CVP for audio encoding to ensure compatibility and high-quality audio.E.The file format is wav:The WAV file format is a common audio file format that provides high-quality, uncompressed audio. Cisco CVP supports WAV files for prompts, music on hold, and other audio resources used in voice applications.References:Cisco CVP documentation, including design guides and developer resources, often lists supported audio specifications, including codec and file format requirements for optimal system performance and compatibility.
NEW QUESTION # 46
What value is used for Variable REQUERY_NO ANSWER?
Answer: B
NEW QUESTION # 47
In CCE deployments, which two configuration tasks can be performed via the Finesse Server Administration page? {Choose two.)
Answer: D,E
Explanation:
the Finesse Server Administration page in CCE deployments allows for the configuration of both Routing Layouts and Skill-groups. Routing Layouts are used to define the layout of the contact center by specifying which agents are assigned to which skills, while Skill-groups are used to create collections of skills that can be assigned to agents. Reason Codes and Workflows can also be configured via the Finesse Server Administration page, but Routing Scripts cannot.
NEW QUESTION # 48
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