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| Section | Weight | Objectives |
|---|---|---|
| Tenant Configuration and Reporting | 30% | - Configure multi-tier customer experience variables and thresholds - Analyze real-time and historical dashboards to isolate operational constraints - Configure Webex Contact Center users and identity records - Describe Webex Contact Center reporting analytics and data visibility tracking - Describe network requirements for Webex Contact Center systems - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure desktop layouts and custom desktop profiles for agents and supervisors |
| Telephony and Call Routing | 30% | - Describe Webex Contact Center telephony architecture options
- Configure inbound and outdial telephony options for Webex Contact Center agents - Troubleshoot voice channels configuration mismatches
|
| Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Advanced Features and AI | 25% | - Implement webhooks and developer APIs to support external database queries
- Describe AI capabilities within Webex Contact Center architectures
|
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NEW QUESTION # 53
Refer to the exhibit. A Webex Contact Center agent has no Multimedia Profile assigned to it, yet the agent can accept voice and digital channels. Which configuration object's Multimedia profile is inherited by the agent?
Answer: B
Explanation:
When a Multimedia Profile is not assigned directly to the agent, the agent inherits the Multimedia Profile from the assigned Desktop Profile. This controls the channels and concurrent interaction capacity available to the agent.
NEW QUESTION # 54
An engineer is configuring a new local gateway SIP trunk for their Webex Contact Center PSTN services.
The SIP trunk requires that
registration be refreshed every 2 minutes.
Which command meets this requirement?
Answer: D
Explanation:
The registration refresh interval is derived from the expires value multiplied by the refresh ratio. In Cisco IOS XE Local Gateway configuration for Webex Calling, the registrar command commonly uses an expires value and a refresh-ratio. With expires 240 and refresh-ratio 50, the gateway refreshes registration at 50 percent of
240 seconds, which is 120 seconds, or exactly two minutes. Option B uses refresh-time, which is not the documented parameter used in the provided command style. Option C would refresh at 60 seconds because 50 percent of 120 is 60. Option D would refresh at 150 seconds because 50 percent of 300 is 150. The correct answer is therefore the command that sets expires to 240 with refresh-ratio 50 over TLS using the sips scheme. This aligns with Cisco's registration-based Local Gateway model, where the SBC must keep SIP registration active toward Webex Calling. Reference: Cisco Help, Configure Local Gateway on Cisco IOS XE for Webex Calling; Configure trunks, route groups, and dial plans for Webex Calling.
NEW QUESTION # 55
A company wants to provide business continuity if WAN connectivity to Webex Calling is interrupted. Which Cisco solution supports local call survivability?
Answer: D
Explanation:
A Survivable Gateway enables local call processing functionality during WAN or cloud outages.
Phones can continue placing internal and limited PSTN calls even if connectivity to Webex Calling services fails. Edge Audio and Emergency Responder address different collaboration requirements unrelated to local survivability.
NEW QUESTION # 56
An engineer is configuring inbound telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are needed to ensure that calls are routed to agents? (Choose two.)
Answer: C,E
Explanation:
Inbound Webex Contact Center voice routing needs an entry path and an agent distribution target. The DNIS or support number must be associated with the entry point and flow so that an incoming PSTN call reaches the proper Flow Designer logic. Inside that flow, the contact must be queued to a queue that has eligible teams or agents. Cisco's queue documentation describes queues as holding areas where contacts wait until they are distributed, and it explains that non-skill queues use team assignments or agent assignments while skill queues use skill matching. The wording in the option set refers to DNIS entries in Flow Designer; operationally, DNIS is tied to the entry point/channel and flow selection, and the flow then uses a Queue Contact activity.
Script Editor is a legacy/on-premises contact center construct, not the modern Webex Contact Center Flow Designer model. A softphone registration alone does not route calls, and a skills-only queue is not mandatory unless the design requires skills. Reference: Cisco Help, Set up voice channels for Webex Contact Center; Understand Routing and Queueing in Webex Contact Center.
NEW QUESTION # 57
The agents in your team accept voice, email, and chat interactions, but a few agents cannot focus on multiple interactions. Which multimedia profile type must be configured for agents to focus only on one contact?
Answer: B
Explanation:
The Exclusive multimedia profile allows an agent to handle only one interaction at a time across supported channels. This ensures agents who accept voice, email, and chat can focus on a single contact without receiving additional concurrent interactions.
NEW QUESTION # 58
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