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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Advanced Configuration | 20% | - Implement VXML applications - Configure roles and departments - Configure RONA support |
| Configuration and Implementation | 20% | - Utilize Finesse administration tool - Implement precision routing - Configure agent teams and supervisors |
| Overview | 20% | - Describe access tools - Describe CCE components and architecture - Explain call flow - Understand Contact Center basics |
| Basic Calls and Agent Settings | 20% | - Configure basic call treatment - Deploy basic call settings - Configure basic agent functionality - Build basic ICM scripts |
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NEW QUESTION # 23
Which tool can be used to verify the configuration of Basic Call settings?
Answer: D
NEW QUESTION # 24
Which .bat file displays the status of the VXML server and the applications running?
Answer: C
Explanation:
Cisco CVP VXML Server management includes several batch (.bat) utility scripts that administrators use to manage applications and check system status. These scripts are part of the standard CVP server management toolkit.
Why the Correct Answer is Right: B is correct. Status.bat (shown as 'Stalus.bat' in the question-likely a typo in the source document) is the batch file used to check the status of the VXML Server and display information about the applications currently deployed and running on it. This utility is part of the standard CVP VXML Server management tools documented in the Cisco CVP Administration Guide.
Why Each Incorrect Answer is Wrong: A is wrong because ResumeApp.bat is used to resume a VXML application that has been suspended-it is an application control script, not a status display script. C is wrong because Update.bat is used to update deployed applications on the VXML Server, not to display status information. D is wrong because Deploy.bat is used to deploy new VXML applications to the server-it is a deployment tool, not a status reporting utility.
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NEW QUESTION # 25
What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose two.)
Answer: D,E
Explanation:
The PSTN (Public Switched Telephone Network) and voice gateways are the entry points for calls into a Cisco contact center. Understanding their roles is foundational to CCE architecture and call flow design.
Why the Correct Answer is Right: A is correct because voice gateways can perform digit manipulation through dial peer configurations-modifying DNIS, ANI, or trunk group digits before passing call information to CVP/ICM. This is a documented gateway capability in Cisco IOS. C is correct because the PSTN is responsible for transporting the inbound call from the originating caller's phone to the contact center's ingress voice gateway-this is its fundamental architectural role.
Why Each Incorrect Answer is Wrong: B is wrong because IVR functionality is provided by CVP and VVB, not the voice gateway itself. D is wrong because routing calls to agents is the responsibility of ICM (the routing engine), not the PSTN. E is wrong because the voice gateway delivers calls to CVP; ICM handles the actual routing decision to agents.
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NEW QUESTION # 26
What are two types of reports Cisco Unified Intelligence Center will provide? (Choose two.)
Answer: A,E
NEW QUESTION # 27
What are two channels or features supported by ECE? (Choose two.)
Answer: C,E
Explanation:
Cisco Enterprise Chat and Email (ECE) is the multichannel contact center solution that extends CCE beyond voice to handle digital customer interactions, routing them through the same CCE infrastructure as voice calls.
Why the Correct Answer is Right: B is correct because Chat is a primary channel supported by ECE. ECE enables web chat interactions where customers connect with agents through a chat widget on a website. Chat conversations are routed through CCE and handled by agents in the Finesse desktop. E is correct because Email is the other primary channel supported by ECE. ECE provides email management capabilities- inbound emails are queued, routed to appropriate agents, and tracked within the CCE environment with full reporting.
Why Each Incorrect Answer is Wrong: A is wrong because 'TSMS' is not a standard channel supported by Cisco ECE and is not a recognized digital channel designation in Cisco CCE documentation. C is wrong because Courtesy Callback is a CVP feature (not an ECE channel) that allows voice callers to request a callback instead of holding. D is wrong because while 'Callback' as a generic concept exists, it is not an ECE channel-ECE specifically handles Chat, Email, and related web-based digital interactions.
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NEW QUESTION # 28
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