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Cisco 500-442 Exam Syllabus Topics:

Section	Weight	Objectives
Advanced Features	10%	- Understand CCE features beyond default settings
Overview	20%	- Understand Contact Center basics - Describe access tools - Explain call flow - Describe CCE components and architecture
Basic Calls and Agent Settings	20%	- Configure basic call treatment - Build basic ICM scripts - Configure basic agent functionality - Deploy basic call settings
Configuration and Implementation	20%	- Configure agent teams and supervisors - Implement precision routing - Utilize Finesse administration tool
Advanced Configuration	20%	- Configure RONA support - Configure roles and departments - Implement VXML applications
Reporting	10%	- Utilize Cisco Unified Intelligence Center (CUIC)

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q28-Q33):

NEW QUESTION # 28
Which tool can be used to verify the configuration of Basic Call settings?

A. Deleted Objects tool
B. Call Tracer
C. ICM Script Editor
D. Router Log Viewer

Answer: B

NEW QUESTION # 29
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)

A. productivity
B. customer satisfaction
C. customer expectations
D. average queue time
E. call abandon rate
F. cost

Answer: C,E

NEW QUESTION # 30
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)

A. the file format is wav
B. G729
C. the file format is mp3
D. G711 mu-law or a-law
E. the max file size is 40 MB

Answer: C,E

NEW QUESTION # 31
What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to render reports? (Choose two.)

A. Cisco Data Browser
B. Cisco Unified Communication Manager Server
C. Cisco Customer Voice Portal Reporting Server
D. Cisco Virtual Voice Browser
E. Cisco Administration Server and Historical Data Server

Answer: C,E

Explanation:
The Cisco Unified Intelligence Center (CUIC) accesses various data sources to fetch data for rendering reports. The two primary data sources it uses are:B.Cisco Customer Voice Portal Reporting Server:This server provides detailed information about IVR interactions, call treatment, and self-service application usage within the Customer Voice Portal.D.Cisco Administration Server and Historical Data Server:These servers store a wide range of historical data related to contact center operations, including agent performance, call routing statistics, and system utilization metrics.References:Official Cisco CUIC documentation details the data sources that CUIC can access for reporting purposes, highlighting how data from these sources is used to compile comprehensive reports on contact center performance.

NEW QUESTION # 32
Which VVB CLI command can set an individual media file to an expired state?

A. show set VVB cache stale_cache_entry <cache_entry_url>
B. set VVB cache stale_cache_entry <cache_entry_url>
C. set VVB cache stale_cache_entries
D. Outils VVB cache stale_cache_entry <cache_entry_url>

Answer: B

Explanation:
The correct Command Line Interface (CLI) command to set an individual media file to an expired state in Cisco Virtualized Voice Browser (VVB) is:D.set VVB cache stale_cache_entry <cache_entry_url>This command is used to manually mark a specific media file in the cache as stale, forcing the VVB to fetch a fresh copy of the media file the next time it is requested.References:Cisco VVB administration guides and CLI reference documents provide detailed instructions on using CLI commands, including managing cache entries.

NEW QUESTION # 33
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