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| Section | Weight | Objectives |
|---|---|---|
| Overview | 20% | - Describe CCE components and architecture - Understand Contact Center basics - Explain call flow - Describe access tools |
| Advanced Features | 10% | - Understand CCE features beyond default |
| Advanced Configuration | 20% | - Configure RONA support - Implement VXML applications - Configure roles and departments |
| Basic Calls and Agent settings | 20% | - Configure basic agent functionality - Build basic ICM scripts - Configure basic call treatment - Deploy basic call settings |
| Reporting | 10% | - Utilize CUIC |
| Configuration and Implementation | 20% | - Implement precision routing - Utilize Finesse administration tool - Configure agent teams and supervisors |
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NEW QUESTION # 41
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment? (Choose two.)
Answer: B,E
Explanation:
In Cisco CCE, ICM (Intelligent Contact Management) is the routing brain. Before agents can receive calls, several configuration objects must be established to define agent competencies and behavior.
Why the Correct Answer is Right: A is correct because Skill Groups define the competencies an agent possesses (billing, technical support), and Skill Targets link agents to those groups-without this, the ICM routing script has no agent pool to select from. B is correct because Agent Desk Settings define how an agent interacts with the desktop, including wrap-up timers, reason codes, and auto-answer behavior-these must be configured and assigned for proper functionality.
Why Each Incorrect Answer is Wrong: C is wrong because Route Teams are a CCE construct but not a prerequisite for basic agent functionality. D is wrong because Agent Route Groups relate to routing logic groupings but are not among the primary prerequisites for basic agent operation. E is wrong because while administrators need accounts, configuring administrators is not an ICM task enabling agent functionality.
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NEW QUESTION # 42
Which server holds the .wav files on a UCCE environment?
Answer: D
Explanation:
In Cisco UCCE, audio prompts (.wav files) that are played to callers during IVR interactions need to be stored on a dedicated server accessible by the VVB or VXML Gateway when rendering VXML applications.
Why the Correct Answer is Right: D is correct. The Media Server is dedicated to hosting audio prompt files (.
wav format) in a UCCE deployment. The VVB or IOS VXML Gateway fetches these files via HTTP during call treatment. The Media Server is typically a standard web server (IIS or Apache) configured to serve audio files to the IVR components, as documented in the Cisco CVP SRND.
Why Each Incorrect Answer is Wrong: A is wrong because the VXML Gateway (VXMLGW) renders VXML applications and handles TTS/ASR requests but does not store .wav files-it retrieves them from the Media Server. B is wrong because the CVP Reporting Server stores call reporting data and logs-it does not host audio media files. C is wrong because the ICM Router processes routing logic and maintains call state-it has no role in audio file storage or delivery.
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NEW QUESTION # 43
Which two steps are required to configure RONAfor CCE? (Choose two.)
Answer: A,D
NEW QUESTION # 44
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)
Answer: B,C
NEW QUESTION # 45
What are two PCCE deployment models that support the Avaya ACD Integration? (Choose two.)
Answer: A,C
NEW QUESTION # 46
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