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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Digital channel troubleshooting - Chat, email, SMS, social media channel integration - Digital contact routing configuration |
| Tenant Configuration and Reporting | 30% | - Network requirements for Webex Contact Center - User and team configuration - Agent and supervisor desktop setup - Call recording configuration - Reporting dashboards and visualizations |
| Advanced Features and AI | 25% | - Third-party integrations and APIs - AI-powered routing and automation - Advanced workflow design - Analytics and optimization |
| Telephony and Call Routing | 30% | - Telephony integration configuration - Voice channel troubleshooting - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings - Voice call routing components configuration |
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NEW QUESTION # 23
A Webex Contact Center Administrator is trying to configure team-based call distribution. The requirement is to handle Sales Queue calls before Accounting Queue calls.
- All Sales calls in the queue must be routed to agents before
Accounting calls.
- If an older Accounting call is in the queue and a Sales call is
received by the system, the Sales call must get priority.
- When no Sales call is in the queue, Accounting calls can be routed to agents.
How can this be achieved within team configuration?
Answer: C
Explanation:
Queue ranking controls the priority of queues within team-based call distribution. By ranking the Sales Queue higher than the Accounting Queue, Sales calls are routed first even when Accounting calls have been waiting longer, while Accounting calls are routed only when no higher-ranked Sales calls are waiting.
NEW QUESTION # 24
What are the two types of Local Gateway trunking models with Webex Calling? (Choose two.)
Answer: D,E
Explanation:
Cisco documents two Local Gateway trunking models for Webex Calling: registration-based trunks and certificate-based trunks. A registration-based trunk has the local gateway maintain SIP registration toward Webex Calling, and the signaling relationship is established through that registration. Cisco's trunk and dial plan documentation describes this model as an implicit connection based on the gateway's registration. A certificate-based trunk uses mutual TLS and certificate trust to authenticate signaling without SIP registration in the same way. These are the formal trunking choices used when integrating on-premises voice infrastructure with Webex Calling and, by extension, supporting Webex Contact Center telephony designs that use Local Gateway. DNS-based trunks are not a Cisco trunking model name in this context. PSTN trunks and enterprise trunks are generic or design descriptions, not the two Local Gateway models. For 300-830, the key is recognizing the official Webex Calling trunk model terminology. Reference: Cisco Help, Configure Local Gateway on Cisco IOS XE for Webex Calling; Configure trunks, route groups, and dial plans for Webex Calling.
NEW QUESTION # 25
A supervisor within your organization must be able to record agent desktop screens with call audio to enhance application usage and process compliance during customer interactions in Webex Contact Center. Which two functionalities must the administrator configure to ensure that the feature is properly set up and working correctly? (Choose two.)
Answer: A,C
Explanation:
Screen recording with call audio in Webex Contact Center is configured through Webex Workforce Optimization, and agents must have the appropriate Quality Management licensing enabled so their desktop activity and associated interaction audio can be captured for evaluation and compliance.
NEW QUESTION # 26
A Webex Contact Center agent can receive Chat and Voice channel interactions, however the agent is not able to receive Whatsapp or SMS interactions. What is missing from the agent configuration to enable the agent to receive those interactions?
Answer: B
Explanation:
WhatsApp and SMS interactions require the agent to have the premium license for digital channel handling. Without the premium license, the agent can handle supported channels such as voice and chat but cannot receive WhatsApp or SMS interactions.
NEW QUESTION # 27
An administrator must set up a way to authenticate users via SMS using a randomly generated passcode. Which two nodes in Webex Connect are needed to implement this authentication?
(Choose two.)
Answer: A,D
Explanation:
The Generate OTP node creates the random one-time passcode used for authentication. The SMS node sends that passcode to the user's mobile number so the user can verify their identity.
NEW QUESTION # 28
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