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| Section | Objectives |
|---|---|
| Topic 1: SIP and PSTN Connectivity | - SIP trunking design and troubleshooting
|
| Topic 2: Hybrid Collaboration Services | - Hybrid services integration
|
| Topic 3: Edge and Expressway Deployment | - Cisco Expressway configuration
|
| Topic 4: Security and Troubleshooting | - Secure collaboration deployment
|
| Topic 5: Cloud Collaboration Architecture | - Cisco Webex cloud services overview
|
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55. Frage
An administrator configures Webex Experience Management surveys after customer calls.
Customers report that surveys are not triggered when agents transfer calls internally between queues. What is the MOST likely reason for this behavior?
Antwort: A
Begründung:
In Webex Contact Center, some internal transfer scenarios can end or modify the original interaction context associated with the workflow. Because post-call surveys rely on that context, transfers between queues may prevent the trigger from executing. This is especially common when workflows are not configured to preserve session continuity across transfers.
56. Frage
Which API scope is required for a REST PUT request to /organization/{orgid}/v2/contact-service- queue/{id}?
Antwort: D
Begründung:
A REST PUT request modifies an organization-level Contact Service Queue resource, so it requires the organization administration write scope. This scope grants permission to update configuration objects for the organization.
57. Frage
A system administrator is updating the Agent Desktop layout to include a custom widget designed to execute background logic that triggers a custom CRM screen pop upon the arrival of an SMS.
Under which area object must the widget be configured?
Antwort: A
Begründung:
A widget that executes background logic without presenting a visible user-interface panel belongs in the Headless area of the Agent Desktop layout. Cisco's custom desktop layout framework separates visible layout regions, such as panels or persistent areas, from headless widgets that run logic in the background. The requirement says the custom widget should trigger a CRM screen pop when an SMS arrives. That is event- driven background behavior; the agent does not need to see a standalone widget tab or panel for the code to work. A Panel object would be appropriate for visible content placed in the desktop interface. Navigation is used for navigation entries or visible application areas. Persistent is for UI that remains visible across desktop contexts. Headless is deliberately designed for invisible logic, event listeners, and background integrations that react to contact events, making it the correct object for this SMS-triggered CRM screen-pop logic.
Reference: Cisco Help, Create custom desktop layout; Webex Contact Center Desktop developer documentation.
58. Frage
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.)
Antwort: B,D
Begründung:
Screen recording with call audio in Webex Contact Center is a quality-management capability, not a generic flow or Webex Connect capability. Cisco positions Webex Workforce Optimization as the suite for quality management, workforce management, and related supervisor quality workflows. Screen recording requires the WFO quality management components and the proper Quality Management entitlement or license. Custom connectors to conversation intelligence platforms may export or analyze conversation data, but they do not create the native supervisor screen-recording capability. Webex Connect is the CPaaS/digital-channel automation platform and is not used to capture agent desktop screens with call audio. Calabrio ONE is historically associated with workforce optimization, but the Cisco answer pattern for current Webex Contact Center setup is Webex WFO plus the Quality Management license. That combination gives supervisors the recording and evaluation layer needed to review agent application usage and process compliance. Reference:
Cisco Help, Webex Contact Center Setup and Administration Guide; Webex Contact Center Data Sheet.
59. Frage
Quantum Innovations wants to automate the handling of these customer queries:
- product warranty details
- current promotions
- delivery timelines
- nearest store based on a postal code
The solution must provide accurate responses quickly and consistently. Which solution meets the customer requirements?
Antwort: A
Begründung:
An autonomous AI agent can understand customer intent, retrieve or generate accurate responses from connected business knowledge and systems, and handle varied self-service queries consistently without requiring a rigid predefined script.
60. Frage
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