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| Section | Objectives |
|---|---|
| Topic 1: Configuration and Maintenance | - Upgrades and lifecycle management - System configuration management |
| Topic 2: System Administration | - User and agent configuration - Call routing and scripting basics |
| Topic 3: Cisco Contact Center Enterprise Architecture | - Deployment models and system architecture - Core components overview (CUCM, CVP, UCCE) |
| Topic 4: Troubleshooting and Monitoring | - Performance monitoring and fault isolation - Logging and diagnostics |
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NEW QUESTION # 57
What are two channels or features supported by ECE? (Choose two.)
Answer: D,E
Explanation:
Cisco Enterprise Chat and Email (ECE) is the multichannel contact center solution that extends CCE beyond voice to handle digital customer interactions, routing them through the same CCE infrastructure as voice calls.
Why the Correct Answer is Right: B is correct because Chat is a primary channel supported by ECE. ECE enables web chat interactions where customers connect with agents through a chat widget on a website. Chat conversations are routed through CCE and handled by agents in the Finesse desktop. E is correct because Email is the other primary channel supported by ECE. ECE provides email management capabilities- inbound emails are queued, routed to appropriate agents, and tracked within the CCE environment with full reporting.
Why Each Incorrect Answer is Wrong: A is wrong because 'TSMS' is not a standard channel supported by Cisco ECE and is not a recognized digital channel designation in Cisco CCE documentation. C is wrong because Courtesy Callback is a CVP feature (not an ECE channel) that allows voice callers to request a callback instead of holding. D is wrong because while 'Callback' as a generic concept exists, it is not an ECE channel-ECE specifically handles Chat, Email, and related web-based digital interactions.
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NEW QUESTION # 58
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor.
Where can this task be accomplished?
Answer: C
NEW QUESTION # 59
What are two purposes of Cisco Unified Intelligence Center? (Choose two.)
Answer: B,D
NEW QUESTION # 60
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?
Answer: B
Explanation:
In a Cisco Contact Center Enterprise (CCE) Call Flow, after a call arrives and is held on a port on the Ingress Gateway, the next step is typically D. Using a configured Dial Peer, the Ingress Gateway delivers a SIP invite message to the CVP server. This step initiates the call's entry into the Cisco Voice Portal (CVP) for further processing, which may include IVR interactions, queueing, or routing to an agent based on the defined call routing logic.References:Cisco CCE solution documentation provides detailed call flow diagrams and explanations, illustrating how calls progress through the system from the Ingress Gateway to CVP and beyond.
NEW QUESTION # 61
In CCE deployments, which two configuration tasks can be performed via the Finesse Server Administration page? {Choose two.)
Answer: B,C
NEW QUESTION # 62
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