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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features | 10% | - Understand CCE features beyond default |
| Advanced Configuration | 20% | - Configure RONA support - Configure roles and departments - Implement VXML applications |
| Reporting | 10% | - Utilize CUIC |
| Basic Calls and Agent settings | 20% | - Deploy basic call settings - Configure basic agent functionality - Build basic ICM scripts - Configure basic call treatment |
| Configuration and Implementation | 20% | - Utilize Finesse administration tool - Implement precision routing - Configure agent teams and supervisors |
| Overview | 20% | - Describe CCE components and architecture - Describe access tools - Explain call flow - Understand Contact Center basics |
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NEW QUESTION # 46
What are two descriptions for the Agent Targeting Rule? (Choose two.)
Answer: B,C
NEW QUESTION # 47
Which server holds the .wav files on a UCCE environment?
Answer: D
Explanation:
on a UCCE environment, the server that holds the .wav files is the Media Server.
The server that holds the.wavfiles in a UCCE environment is D. Media Server. The Media Server stores and serves audio files (such as music on hold, IVR prompts, and announcements) used in the contact center. These files are accessed by various components within the UCCE environment, such as the VXML Gateway and CVP, to provide audio content to callers.References:Cisco Unified CCE documentation, particularly sections related to media resources and VXML applications, details the role of the Media Server in storing and delivering audio content within the contact center environment.
NEW QUESTION # 48
Which microapp is used to gather information from the caller?
Answer: D
Explanation:
Cisco CVP microapps are pre-built VXML application components that handle common IVR interactions without requiring full Call Studio development. They cover standard use cases like playing audio and collecting input.
Why the Correct Answer is Right: C is correct. The Get Digits microapp prompts the caller and collects DTMF (touch-tone) input-for example, account numbers, PINs, or menu selections. It is the standard tool for gathering information from callers using keypad input in a CVP self-service IVR, as documented in the Cisco CVP Operations Guide.
Why Each Incorrect Answer is Wrong: A is wrong because 'Play Digit' is not a recognized standard CVP microapp. The standard microapps include Play Media, Get Digits, Get Speech, Menu, and ECC Variable. B is wrong because Play Media plays audio files to the caller but does not collect any input-it is output only. D is wrong because Get Speech collects voice input via ASR, not DTMF digits; while it can gather information, Get Digits is the specific answer for keypad-based information gathering.
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NEW QUESTION # 49
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor.
Where can this task be accomplished?
Answer: A
Explanation:
Associating users as members of a Security Group to access Configuration Manager or Script Editor is typically accomplished through C. Active Directory. In a Cisco Contact Center Enterprise environment, user access and permissions are often managed through integration with Active Directory, where Security Groups are configured to define the roles and access levels of different users. By adding users to the appropriate Security Group in Active Directory, administrators can control access to critical applications like Configuration Manager and Script Editor.References:Cisco's documentation on security and user management for Contact Center solutions often includes guidelines on using Active Directory to manage access and permissions.
NEW QUESTION # 50
What are two channels or features supported by ECE? (Choose two.)
Answer: A,B
Explanation:
the two channels or features supported by the Cisco Enterprise Chatbot Engine (ECE) are Chat and Email.
Enterprise Chat and Email (ECE) supports multiple channels or features, including:B.Chat:ECE provides a comprehensive chat solution that allows agents to interact with customers in real-time, offering support and assistance through web chat.E.Email:ECE also supports email interactions, enabling agents to manage and respond to customer inquiries received via email, with features such as automated responses and email queuing.References:Cisco's documentation on Enterprise Chat and Email (ECE) details the supported channels and features, including chat and email capabilities for enhanced customer interaction.
NEW QUESTION # 51
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