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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Digital channel troubleshooting - Digital contact routing configuration - Chat, email, SMS, social media channel integration |
| Telephony and Call Routing | 30% | - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings - Voice call routing components configuration - Telephony integration configuration - Voice channel troubleshooting |
| Advanced Features and AI | 25% | - AI-powered routing and automation - Third-party integrations and APIs - Analytics and optimization - Advanced workflow design |
| Tenant Configuration and Reporting | 30% | - Network requirements for Webex Contact Center - Reporting dashboards and visualizations - Agent and supervisor desktop setup - User and team configuration - Call recording configuration |
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NEW QUESTION # 49
The Webex app can be accessed from the Agent Desktop to allow agents to communicate with fellow agents, supervisors, or SMEs. Which two parameter-value combinations are required in the Desktop Layout for the Webex app to be displayed? (Choose two.)
Answer: A,B
Explanation:
The Webex app must be enabled in the desktopChatApp configuration, and the Webex app component must be included in the Desktop Layout header configuration so the icon is displayed in Agent Desktop.
NEW QUESTION # 50
Refer to the exhibit. A Webex Contact Center agent has no Multimedia Profile assigned to it, yet the agent can accept voice and digital channels. Which configuration object's Multimedia profile is inherited by the agent?
Answer: B
Explanation:
When a Multimedia Profile is not assigned directly to the agent, the agent inherits the Multimedia Profile from the assigned Desktop Profile. This controls the channels and concurrent interaction capacity available to the agent.
NEW QUESTION # 51
The Webex app can be accessed from the Agent Desktop to allow agents to communicate with fellow agents, supervisors, or SMEs.
Which two parameter-value combinations are required in the Desktop Layout for the Webex app to be displayed? (Choose two.)
Answer: A,B
Explanation:
The Webex App inside Agent Desktop is controlled through the desktop layout JSON, not merely by installing the Webex App separately. Cisco documentation for supervisor and desktop features points administrators to the webexConfigured setting in the Webex Contact Center desktop layout. The layout also uses the AgentX Webex component identifier to render the embedded Webex application area. That is why the two required parameter combinations are the desktopChatApp object with webexConfigured set to true and the component value agentx-webex. The value webex-app is not the documented component name for this layout object. A generic webexAppEnabled Boolean or webexApp enabled object may look plausible, but it is not the required JSON pattern in the Cisco desktop layout schema. The result is practical: if either the correct component or the webexConfigured flag is absent, the embedded Webex App will not display in Agent Desktop for agent-to-agent, supervisor, or SME collaboration. Reference: Cisco Help, Create custom desktop layout; Supervise your agents and teams.
NEW QUESTION # 52
What are two characteristics of the Microsoft Dynamics 365 Connector integration for Cisco Webex Contact Center? (Choose two.)
Answer: A,E
Explanation:
The Microsoft Dynamics 365 connector provides CRM integration from the Webex Contact Center agent experience and includes configuration that allows agent workflows and screen-pop behavior to be customized around Dynamics records. Cisco's Dynamics integration guide describes installing the CRM connector, configuring the channel provider, and customizing screen-pop and workflow behavior using parameters and variables. OAuth certificate-based authentication is also part of secure connector authorization patterns used in Cisco integration workflows where an application uses certificate/private-key material instead of a simple shared secret. Agent state syncing between platforms is not the defining connector characteristic in this option set; there are synchronization features involving Webex App or CRM presence, but the connector question is focused on Dynamics connector capabilities. TLS encryption is expected for HTTPS communications but is too generic to be a distinctive answer. Read-only/read-write is not the pair Cisco emphasizes for this connector question. Reference: Cisco Help, Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365; Configure custom connector for Webex Contact Center.
NEW QUESTION # 53
A company wants to integrate its on-premises contact center with Webex Contact Center while minimizing PSTN costs. The engineer must ensure that agents can make and receive calls through the existing SIP trunk infrastructure. Which deployment option best meets this requirement?
Answer: A
Explanation:
A Local Gateway allows Webex Contact Center and Webex Calling to integrate with existing enterprise SIP trunk infrastructure. This design minimizes PSTN migration costs and preserves current telephony investments. Cloud Connected PSTN requires provider migration, while WebRTC does not directly integrate enterprise trunks. Dedicated Instance alone does not solve PSTN connectivity requirements.
NEW QUESTION # 54
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