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| Section | Objectives |
|---|---|
| Cisco Contact Center Enterprise Architecture | - Core components overview (CUCM, CVP, UCCE) - Deployment models and system architecture |
| Troubleshooting and Monitoring | - Performance monitoring and fault isolation - Logging and diagnostics |
| System Administration | - User and agent configuration - Call routing and scripting basics |
| Configuration and Maintenance | - Upgrades and lifecycle management - System configuration management |
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NEW QUESTION # 39
Apart from CVP Call Studio, what are two other components that have a role in the VXML application's functioning? (Choose two.)
Answer: B,D
Explanation:
Apart from CVP Call Studio, which is used to design and develop VXML applications, two other components that play a crucial role in the functioning of VXML applications are:C.Media Server:This component stores and serves media files, such as audio prompts and music on hold, that are used by VXML applications during call interactions.D.Voice Browser:Often referred to as the VXML Gateway in Cisco environments, the Voice Browser interprets and executes VXML documents, facilitating interaction between callers and the IVR system.References:Detailed information on the architecture and components of VXML applications can be found in Cisco's documentation on Unified CVP and VXML Gateway.
NEW QUESTION # 40
Which two components are needed to setup RONA? (Choose two.)
Answer: A,C
Explanation:
To set up Ring No Answer (RONA) in a Cisco Contact Center Enterprise (CCE) environment, the two essential components are:B.Call Routing Logic:This involves configuring the call routing scripts or routing strategies to handle scenarios where an agent does not answer within a specified time, ensuring that the call is redirected or queued appropriately.C.System timers:These are configured to define the time duration an agent's phone rings before the call is considered unanswered (RONA). Adjusting these timers ensures that calls are managed efficiently and in a timely manner when agents are unavailable.References:Cisco's technical documentation for CCE includes sections on call routing and system configuration, which detail the setup and management of RONA settings and behaviors.
NEW QUESTION # 41
In Finesse, how are different gadgets enabled for specific team members?
Answer: A
Explanation:
Cisco Finesse uses XML-based Desktop Layout configurations to define which gadgets appear on the agent or supervisor desktop. Layouts can be customized per team, enabling different functionality for different groups of agents.
Why the Correct Answer is Right: A is correct. In Finesse, an administrator can create custom desktop layouts and assign them to specific teams through the Finesse Administration page by modifying the team's desktop layout XML. Different teams can have different gadgets-for example, a collections team may have a billing gadget while a support team has a case management gadget.
Why Each Incorrect Answer is Wrong: B is wrong because Finesse explicitly supports team-level customization of gadgets and layouts-the same layout for all users is the default, but customization per team is a core documented feature. C is wrong because agents cannot add gadgets to their own Finesse desktop- desktop customization is an administrator function requiring editing of the desktop layout XML. D is wrong because supervisors cannot directly modify gadget configurations for agents through the Finesse desktop- this requires an administrator to update the team layout.
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NEW QUESTION # 42
What are two types of reports Cisco Unified Intelligence Center will provide? (Choose two.)
Answer: A,E
Explanation:
Cisco Unified Intelligence Center (CUIC) is the reporting engine for CCE, providing visibility into contact center performance. CUIC supports two fundamental reporting modes that serve different operational and analytical needs.
Why the Correct Answer is Right: B is correct because Real-time Reports display current operational data with near-instant refresh rates-showing active calls, agent states, queue depths, and service levels as they happen, essential for supervisors. C is correct because Historical Reports analyze data over a specified past time period-hourly, daily, weekly, or monthly-providing trend analysis and performance measurement.
Both are explicitly listed as CUIC primary capabilities in Cisco documentation.
Why Each Incorrect Answer is Wrong: A is wrong because TCP/IP disconnect reports are network-level diagnostics, not contact center operational reports provided by CUIC. D is wrong because Administration Audit Reports are provided by specialized audit logging tools, not as a primary CUIC report category. E is wrong because 'Call Routing Reports' is not a distinct CUIC report category-routing data is included within real-time and historical report categories.
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NEW QUESTION # 43
What value is used for Variable REQUERY_NO ANSWER?
Answer: B
NEW QUESTION # 44
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