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Cisco 500-442 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Configuration and Implementation20%- Configure agent teams and supervisors
- Implement precision routing
- Utilize Finesse administration tool
Topic 2: Advanced Configuration20%- Configure RONA support
- Configure roles and departments
- Implement VXML applications
Topic 3: Basic Calls and Agent Settings20%- Configure basic call treatment
- Configure basic agent functionality
- Deploy basic call settings
- Build basic ICM scripts
Topic 4: Reporting10%- Utilize Cisco Unified Intelligence Center (CUIC)
Topic 5: Advanced Features10%- Understand CCE features beyond default settings
Topic 6: Overview20%- Describe CCE components and architecture
- Understand Contact Center basics
- Explain call flow
- Describe access tools

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q18-Q23):

NEW QUESTION # 18
What are two tools an Agent Desktop Admin Role can access? (Choose two.)

Answer: D,E


NEW QUESTION # 19
What are two parts of a Single Sign-on message flow? {Choose two.)

Answer: A,E


NEW QUESTION # 20
Which microapp is used to gather information from the caller?

Answer: A

Explanation:
The Get Speech microapp is used to gather information from the caller in Cisco Virtual Voice Browser (VVB). The Get Speech microapp allows customers to interact with the VVB system using natural language speech inputs, such as providing an account number, name, or address. This microapp uses Automatic Speech Recognition (ASR) technology to transcribe the caller's speech and provide the transcribed information to the next step in the call flow for further processing or routing.
It is worth noting that Get Digits microapp is used to gather DTMF digits from the caller.


NEW QUESTION # 21
Which user role must be assigned to the ToExtVXML variable in the ICM script?

Answer: C

Explanation:
The ToExtVXML variable in ICM scripts is used to pass data to external VXML applications-it facilitates the transfer of call context data from the ICM routing script to CVP/VXML applications. Access to configure and use this variable requires appropriate permissions.
Why the Correct Answer is Right: B is correct. The ICM Script Admin Role is required to work with the ToExtVXML variable. This role grants full access to ICM scripting capabilities, including the ability to configure ECC (Expanded Call Context) variables and system variables like ToExtVXML that are used in routing scripts for external VXML communication. This is documented in the Cisco ICM Scripting permissions framework.
Why Each Incorrect Answer is Wrong: A is wrong because 'Internet ScriptEditor Role' is not a standard recognized Cisco CCE user role name-the correct role for scripting access is ICM Script Admin Role. C is wrong because Config Manager Role provides access to Configuration Manager for configuring objects like agents and dialed numbers, but not access to ICM scripting variables. D is wrong because Agent Admin Role is scoped to managing agent configurations and desktop settings-it does not grant ICM scripting permissions required to work with variables in the Script Editor.
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NEW QUESTION # 22
Which .bat file displays the status of the VXML server and the applications running?

Answer: D


NEW QUESTION # 23
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