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Cisco 500-442 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Overview	20%	- Explain call flow - Understand Contact Center basics - Describe access tools - Describe CCE components and architecture
Topic 2: Reporting	10%	- Utilize CUIC
Topic 3: Advanced Configuration	20%	- Configure RONA support - Configure roles and departments - Implement VXML applications
Topic 4: Basic Calls and Agent settings	20%	- Build basic ICM scripts - Configure basic agent functionality - Deploy basic call settings - Configure basic call treatment
Topic 5: Configuration and Implementation	20%	- Implement precision routing - Configure agent teams and supervisors - Utilize Finesse administration tool
Topic 6: Advanced Features	10%	- Understand CCE features beyond default

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q32-Q37):

NEW QUESTION # 32
What are two channels or features supported by ECE? (Choose two.)

A. Courtesy Callback
B. TSMS
C. Chat
D. Email
E. Callback

Answer: A,D

NEW QUESTION # 33
How does CUCM function in CCE?

A. A Unified CM Publisher is a logical relationship of physical (deployed as virtual Machines) servers combined for redundancy purposes.
B. In a CUCM cluster, the Subscriber keeps the master Read/Write copy of configuration DB, which is replicated to all servers in the cluster.
C. Unified CM asks ICM what to do with Unified CCE calls and routes the call according to the instructions provided by the Unified CCE.
D. Unified CM asks CVP what to do with Unified CCE calls and routes the call according to the instructions provided by the CVP.

Answer: C

NEW QUESTION # 34
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor.
Where can this task be accomplished?

A. Active Directory
B. CCE Admin page
C. Domain Manager
D. Configuration Manager

Answer: A

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 # 35
What is the suggested mechanism to offer coaching to agents by supervisors?

A. Email
B. Desktop chat
C. TeamMessage
D. Whisper coaching

Answer: B

NEW QUESTION # 36
What value is used for Variable REQUERY_NO ANSWER?

A. 0
B. 1
C. 2
D. 3

Answer: B

NEW QUESTION # 37
......

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