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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Tenant Configuration and Reporting | 30% | - Configure security profiles, skills-based routing rules, and scheduling patterns - Describe network requirements for Webex Contact Center systems - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure Webex Contact Center users and identity records - Configure multi-tier customer experience variables and thresholds - Describe Webex Contact Center reporting analytics and data visibility tracking - Analyze real-time and historical dashboards to isolate operational constraints |
| Topic 2: Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Describe AI capabilities within Webex Contact Center architectures
|
| Topic 3: Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
| Topic 4: Telephony and Call Routing | 30% | - Configure inbound and outdial telephony options for Webex Contact Center agents - Configure infrastructure components to route voice calls within Webex Contact Center flows
- Troubleshoot voice channels configuration mismatches
|
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NEW QUESTION # 74
A major corporation wants to migrate to Webex Contact Center but requires that the current PSTN carrier and enterprise PBX based agents be retained in its on-premises environment.
Which action must the engineer take to meet this requirement?
Answer: C
Explanation:
A Local Gateway design is the correct migration pattern when the enterprise wants to retain an existing PSTN carrier and on-premises PBX-based agent environment. Cisco positions Local Gateway as the component that integrates the existing on-premises deployment with Webex Calling, allowing organizations to migrate at their own pace while continuing to use existing PSTN and call-control investments. In this design, an on-premises SBC, commonly Cisco Unified Border Element or another supported border element, routes calls between the enterprise environment and Webex Calling/Webex Contact Center. Porting DIDs to Cisco Calling Plan would replace the PSTN arrangement rather than retain it. Asking the PSTN carrier to forward all contact center numbers to Webex Calling may work for a simple design, but it does not retain PBX-based routing and agent connectivity in the same controlled way. The requirement is implementable, and Local Gateway is the documented method. Reference: Cisco Help, Get started with Local Gateway; Webex Contact Center Data Sheet.
NEW QUESTION # 75
A deployment engineer must ensure that Webex Calling traffic receives priority treatment across the enterprise WAN. Which QoS approach is recommended?
Answer: D
Explanation:
Cisco recommends marking voice media traffic with DSCP EF (Expedited Forwarding) to prioritize latency-sensitive audio traffic across the network. This improves call quality during congestion. Best-effort forwarding provides no prioritization, while NAT and RED do not specifically guarantee low-latency treatment for voice applications.
NEW QUESTION # 76
An engineer is configuring an email channel for their organization. A virtual agent will route conversations in the channel to a live agent. The organization already contains several channels.
Which two actions must the engineer take as part of the configuration? (Choose two.)
Answer: B,E
Explanation:
For an email digital channel that routes to live agents, the engineer must create the channel asset and create the Webex Contact Center entry point. Cisco's digital channel setup process starts with channel assets in Webex Connect, because assets define the external channel identity and connection, such as an email mailbox or service provider configuration. The Contact Center side then requires entry points so interactions can enter the routing and queueing path. Templates can accelerate flow design, but they are not mandatory configuration objects in every email channel deployment. Onboarding the company is a broader tenant or Webex Connect setup activity and is not the specific action required once the organization already contains several channels. Authorizing nodes is a prerequisite for digital-channel setup, but this question asks what actions are part of configuring the email channel itself. The two required channel configuration actions are creating channel assets and creating entry points. Reference: Cisco Help, Set up digital channels in Webex Contact Center; Webex Connect Help, Email - WXCC.
NEW QUESTION # 77
Quantum Innovations wants to automate the handling of these customer queries: product warranty details current promotions delivery timelines nearest store based on a postal code The solution must provide accurate responses quickly and consistently .
Which solution meets the customer requirements?
Answer: D
Explanation:
The customer wants fast, accurate, consistent responses across multiple knowledge-driven topics: warranty details, promotions, delivery timelines, and nearest-store lookup by postal code. A traditional IVR menu can route callers through static options, but it does not answer varied natural-language questions well. A live agent can answer them, but that does not meet the automation and consistency requirement. A scripted AI agent follows defined paths and is useful when the conversation is highly controlled, but it is less suitable when the customer may ask different factual questions that need retrieval from knowledge or business systems. Cisco Webex AI Agent Studio distinguishes autonomous AI agents for more flexible customer interactions based on configured knowledge, tools, and fulfillment behavior. An autonomous AI agent can interpret the request, use the appropriate knowledge or lookup path, and respond consistently without waiting for a human. That makes it the best fit for this use case. Reference: Cisco Help, Webex AI Agent Studio Administration guide; Use AI agents for customer interactions.
NEW QUESTION # 78
Customer XYZ has deployed Bring your own PSTN option to route calls to his Webex Contact Center environment. Callers calling in are reporting getting a reorder tone followed by a call drop.
Which action helps to identify the cause of the issue?
Answer: B
Explanation:
With Bring Your Own PSTN, inbound call delivery depends on the customer's SBC and SIP trunk connectivity. A reorder tone followed by call drop commonly indicates a trunk, routing, or SIP signaling failure, so checking the SIP trunk status on the customer SBC is the correct first action to identify the cause.
NEW QUESTION # 79
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