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| Section | Weight | Objectives |
|---|---|---|
| Overview | 20% | - Understand Contact Center basics - Explain call flow - Describe CCE components and architecture - Describe access tools |
| Configuration and Implementation | 20% | - Configure agent teams and supervisors - Implement precision routing - Utilize Finesse administration tool |
| Reporting | 10% | - Utilize CUIC |
| Advanced Features | 10% | - Understand CCE features beyond default |
| Advanced Configuration | 20% | - Configure roles and departments - Configure RONA support - Implement VXML applications |
| Basic Calls and Agent settings | 20% | - Configure basic call treatment - Build basic ICM scripts - Configure basic agent functionality - Deploy basic call settings |
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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
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor.
Where can this task be accomplished?
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 # 25
What are two tools an Agent Desktop Admin Role can access? (Choose two.)
Answer: B,D
Explanation:
In Cisco CCE, role-based access control defines which administrative tools different user roles can access.
The Agent Desktop Admin Role is specifically scoped to managing the agent desktop experience in Finesse.
Why the Correct Answer is Right: C is correct because the Agent Desktop Admin Role has access to configure Reason Codes in Finesse. Reason Codes are desktop-level configurations that define the options agents see when going to Not Ready or logging out-directly within the scope of desktop administration. D is correct because Workflows are configurable desktop automation rules that trigger actions based on call events. Managing Workflows falls within the Agent Desktop Admin Role's scope as a Finesse desktop configuration object.
Why Each Incorrect Answer is Wrong: A is wrong because Script Editor requires ICM Script Admin Role-it is a routing/scripting tool, not a desktop administration tool. B is wrong because Call Trace is a diagnostic tool requiring higher-level administrative access, not part of the Agent Desktop Admin Role's tool set. E is wrong because Config Manager Tools require the Config Manager Admin Role with significantly higher privileges than the Agent Desktop Admin Role.
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NEW QUESTION # 26
Where should the RONA setting be positioned the highest?
Answer: D
NEW QUESTION # 27
What are the two main features of theCisco VVB? (Choose two.)
Answer: B,E
Explanation:
Explanation
Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. Cisco VVB has the following features: * Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies. * Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configu
NEW QUESTION # 28
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