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| Section | Weight | Objectives |
|---|---|---|
| Basic Calls and Agent Settings | 20% | - Deploy basic call settings - Build basic ICM scripts - Configure basic call treatment - Configure basic agent functionality |
| Advanced Configuration | 20% | - Configure RONA support - Implement VXML applications - Configure roles and departments |
| Configuration and Implementation | 20% | - Utilize Finesse administration tool - Implement precision routing - Configure agent teams and supervisors |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Overview | 20% | - Describe access tools - Describe CCE components and architecture - Explain call flow - Understand Contact Center basics |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
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NEW QUESTION # 45
Where should the RONA setting be positioned the highest?
Answer: A
Explanation:
RONA (Redirection on No Answer) is a mechanism that redirects a call when an agent fails to answer within a configured time. Multiple components in CCE have timeout settings that interact with RONA, and they must be layered correctly.
Why the Correct Answer is Right: A is correct. The CVP OPS Console RONA timer must be set highest to serve as the ultimate safety net. If the CVP timeout fires before all other components have had a chance to handle the RONA event, the call may be dropped rather than properly re-routed. Cisco best practice documentation specifies that CVP's timer should be the largest, with CUCM phone timer intermediate, and the CCE desk setting lowest, forming a cascading failsafe.
Why Each Incorrect Answer is Wrong: B is wrong because the CUCM phone timer should be set at an intermediate value-high enough to allow CCE desk settings to trigger RONA first, but lower than CVP's timer. C is wrong because the Agent Desk Settings timer should be the lowest, firing first to initiate the RONA re-route cleanly within the scripting logic. D is wrong because script-level timers are part of the routing logic but are not the entity that needs the highest RONA timeout in the hierarchy.
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NEW QUESTION # 46
What are two descriptions for the Agent Targeting Rule? (Choose two.)
Answer: A,B
Explanation:
Agent Targeting Rules (ATR) in Cisco CCE simplify the configuration required to route calls directly to agents by defining ranges of agent extensions rather than requiring individual label configurations for each agent.
Why the Correct Answer is Right: A is correct because ATR simplifies Call Routing configuration specifically for Agent PGs (not VRU PGs). By defining extension ranges, administrators avoid creating individual labels for each agent in the routing client configuration. E is correct because the core function of an ATR is to specify an Agent Extension Range (e.g., 5000-5999) and valid Routing Clients. The ICM automatically handles label routing for any agent in that range.
Why Each Incorrect Answer is Wrong: B is wrong because Mobile Agent configuration is a separate feature- ATR is not specifically for Mobile Agent configuration. C is wrong because ATR uses Agent Extension ranges, not 'Agent ID ranges,' and it does not configure Media Groups-those are separate configuration objects. D is wrong because ATR is used for Agent PGs, not VRU PGs. VRU PGs handle IVR interaction, not agent call delivery.
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NEW QUESTION # 47
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?
Answer: B
Explanation:
The Cisco ICM Script Editor has multiple operating modes that control how administrators can interact with scripts. Each mode has a distinct visual appearance to prevent accidental modifications to production scripts.
Why the Correct Answer is Right: B is correct. In the ICM Script Editor, Edit mode is visually identified by a bright white background with black dots (a dotted grid pattern). This mode allows full modification of the script-adding, removing, and repositioning nodes. The visual indicator helps distinguish it from read-only modes.
Why Each Incorrect Answer is Wrong: A is wrong because Monitor mode displays the script with call activity highlighted in real time, showing active call paths with a different visual treatment-not a plain white dotted background. C is wrong because Browse mode is a read-only view used to inspect scripts without making changes and has a different visual presentation, typically a grey or neutral background. D is wrong because Quick Edit mode allows minor edits without entering full Edit mode but does not produce the bright white
/black dot appearance.
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NEW QUESTION # 48
What are two default CCB VXML applications that could be modified? (Choose two.)
Answer: D,E
Explanation:
Cisco Courtesy Callback (CCB) is a feature that allows callers to hang up and receive a callback when an agent becomes available, eliminating hold time. It uses VXML applications for its IVR interaction flows.
Why the Correct Answer is Right: A is correct because CallbackEntry is a default CCB VXML application delivered with Cisco CVP. It handles the initial interaction where the caller chooses to receive a callback- administrators can modify it to customize prompts and logic. E is correct because CallbackQueue is another default CCB VXML application that manages the queueing experience-playing hold music and managing the callback position. Both are modifiable to meet business requirements.
Why Each Incorrect Answer is Wrong: B is wrong because cvp_ccb-vxml.tcl is a Tcl script file used in IOS gateway configurations for CCB, not a VXML application modifiable in Call Studio. C is wrong because
'Callback Engine' is a conceptual component description, not a named VXML application file. D is wrong because 'BillingQueue' is not a default CCB VXML application-it does not exist in the standard Cisco Courtesy Callback application set.
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NEW QUESTION # 49
What are two possible Outbound Dialing Modes? (Choose two.]
Answer: B,E
Explanation:
In Cisco Outbound Option for Contact Center solutions, two possible Outbound Dialing Modes include:B.Preview Mode:In this mode, agents are presented with call information prior to the call being placed, giving them an opportunity to review the customer's details and prepare for the interaction.E.Predictive Mode:This mode uses statistical algorithms to predict when agents will become available and places calls in anticipation of that availability, maximizing agent efficiency and reducing idle time.References:Cisco's documentation on Outbound Option includes detailed explanations of different dialing modes, including Preview and Predictive modes, and their implementation in outbound campaigns.
NEW QUESTION # 50
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