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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Features | 10% | - Understand CCE features beyond default |
| Topic 2: Configuration and Implementation | 20% | - Implement precision routing - Configure agent teams and supervisors - Utilize Finesse administration tool |
| Topic 3: Advanced Configuration | 20% | - Configure RONA support - Configure roles and departments - Implement VXML applications |
| Topic 4: Basic Calls and Agent settings | 20% | - Deploy basic call settings - Configure basic agent functionality - Build basic ICM scripts - Configure basic call treatment |
| Topic 5: Reporting | 10% | - Utilize CUIC |
| Topic 6: Overview | 20% | - Describe CCE components and architecture - Describe access tools - Explain call flow - Understand Contact Center basics |
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質問 # 41
What is the goal of identifying a call type?
正解：D
解説：
In Cisco CCE, a Call Type is a classification object that acts as a trigger for routing scripts. Every inbound contact is matched to a Call Type based on the Dialed Number (DN) and other criteria.
Why the Correct Answer is Right: C is correct. The Call Type's primary purpose is to map an inbound contact to the appropriate ICM Routing Script. The script then performs all decision logic-choosing skill targets, queuing, and selecting agents. Cisco documentation states Call Types are used to invoke specific routing scripts.
Why Each Incorrect Answer is Wrong: A is wrong because Skill Target selection occurs inside the routing script, not at the Call Type identification stage. B is wrong because MRD (Media Routing Domain) is determined during dialed number configuration, not by the Call Type itself. D is wrong because queue assignment is a script-level decision that happens after the Call Type invokes the script-it is a downstream consequence, not the purpose of Call Type identification.
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質問 # 42
What is the function of the CVP Subdialog Return element in a VXML application?
正解：D
解説：
The function of the CVP Subdialog Return element in a VXML application is to populate variables sent back to Cisco Contact Center Enterprise (CCE) from the VXML application. This element is used at the end of a subdialog invocation to return control to the main IVR application, along with any data collected or processed during the subdialog. This mechanism allows for dynamic exchange of information between different parts of an IVR application and the broader Contact Center solution, enabling complex call flows and data-driven decision-making.References:Documentation on Cisco's VXML Server and CVP provides detailed information on how Subdialog Return elements are used within VXML applications to interface with CCE and other components of the Contact Center infrastructure.
質問 # 43
What are two possible Outbound Dialing Modes? (Choose two.]
正解：B、D
解説：
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.
質問 # 44
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)
正解：C、E
解説：
The Cisco Customer Voice Portal (CVP) Server supports the following specifications for encoding and formatting audio files:B.G711 mu-law or a-law:G.711 is an audio codec that uses mu-law (µ-law) or a-law for companding. It's widely used in telephony and is supported by Cisco CVP for audio encoding to ensure compatibility and high-quality audio.E.The file format is wav:The WAV file format is a common audio file format that provides high-quality, uncompressed audio. Cisco CVP supports WAV files for prompts, music on hold, and other audio resources used in voice applications.References:Cisco CVP documentation, including design guides and developer resources, often lists supported audio specifications, including codec and file format requirements for optimal system performance and compatibility.
質問 # 45
Which two types of scripts can be created with the Script Editor? (Choose two.)
正解：A、E
解説：
The Cisco ICM Script Editor is the primary tool for creating automation logic in CCE. It supports different script types that serve distinct purposes within the CCE ecosystem, from handling inbound contacts to system maintenance.
Why the Correct Answer is Right: C is correct because Routing Scripts are the primary script type created in ICM Script Editor-these scripts contain the decision logic for routing inbound contacts, queuing callers, and selecting agents. E is correct because Administrative Scripts are the second major type-triggered by system events or schedules rather than inbound contacts, used for housekeeping, variable resets, and system maintenance automation.
Why Each Incorrect Answer is Wrong: A is wrong because 'Call Flow and Call Control Scripts' is not a recognized script type in ICM Script Editor. Call flows are built using Routing Scripts. B is wrong because Call Studio Scripts are created in Cisco CVP Call Studio (a separate application for designing VXML applications), not in the ICM Script Editor. D is wrong because 'Tenant Scripts' is not a standard ICM Script Editor script type in typical CCE deployments-this terminology is more associated with multi-tenant cloud architectures.
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質問 # 46
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成功することが大変難しいと思っていますか。IT認定試験に合格するのは難しいと思いますか。今Ciscoの500-442認定試験のためにため息をつくのでしょうか。実際にはそれは全く不要です。IT認定試験はあなたの思い通りに神秘的なものではありません。我々は適当なツールを使用して成功することができます。適切なツールを選択する限り、成功することは正に朝飯前のことです。どんなツールが最高なのかを知りたいですか。いま教えてあげます。CertJukenの500-442問題集が最高のツールです。この問題集には試験の優秀な過去問が集められ、しかも最新のシラバスに従って出題される可能性がある新しい問題も追加しました。これはあなたが一回で試験に合格することを保証できる問題集です。
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