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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Tenant Configuration and Reporting | 30% | - Configure Webex Contact Center users and identity records - Describe network requirements for Webex Contact Center systems - Configure desktop layouts and custom desktop profiles for agents and supervisors - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure multi-tier customer experience variables and thresholds - Configure security profiles, skills-based routing rules, and scheduling patterns - Analyze real-time and historical dashboards to isolate operational constraints |
| Telephony and Call Routing | 30% | - Configure inbound and outdial telephony options for Webex Contact Center agents - Configure Webex Contact Center telephony integration and system interfaces - Configure infrastructure components to route voice calls within Webex Contact Center flows
|
| Advanced Features and AI | 25% | - Describe AI capabilities within Webex Contact Center architectures
|
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42. Frage
Refer to the exhibit. A flow designer created a simple flow to play a message and disconnect the caller. Callers report that they cannot hear any message and the call drops. Why is the designer having this issue?
Antwort: B
Begründung:
The Play Message activity is present, but the Text-to-Speech Message field is empty or invalid.
Because there is no valid prompt content to play, callers hear no message and the flow proceeds to disconnect the call.
43. Frage
Drag and Drop Question
An engineer is designing a Cisco Webex Contact Center call queue. Drag and drop the configuration actions from the left that are needed to meet the call queue requirements to the right. Not all options are used.
Antwort:
Begründung:
44. Frage
An engineer deploys Webex Contact Center international dialing restrictions. Agents must call only approved countries. Which configuration is MOST appropriate?
Antwort: B
Begründung:
Outbound dial permissions and dial plan policies control which destinations agents may call.
Administrators can restrict international dialing patterns and enforce approved ANI presentation.
Desktop layouts and queue thresholds do not provide telephony authorization control for outbound dialing behavior.
45. Frage
An engineer is configuring an email channel for their organization. A virtual agent will route conversations in the channel to a live agent. The organization already contains several channels.
Which two actions must the engineer take as part of the configuration? (Choose two.)
Antwort: D,E
Begründung:
For an email digital channel that routes to live agents, the engineer must create the channel asset and create the Webex Contact Center entry point. Cisco's digital channel setup process starts with channel assets in Webex Connect, because assets define the external channel identity and connection, such as an email mailbox or service provider configuration. The Contact Center side then requires entry points so interactions can enter the routing and queueing path. Templates can accelerate flow design, but they are not mandatory configuration objects in every email channel deployment. Onboarding the company is a broader tenant or Webex Connect setup activity and is not the specific action required once the organization already contains several channels. Authorizing nodes is a prerequisite for digital-channel setup, but this question asks what actions are part of configuring the email channel itself. The two required channel configuration actions are creating channel assets and creating entry points. Reference: Cisco Help, Set up digital channels in Webex Contact Center; Webex Connect Help, Email - WXCC.
46. Frage
A Webex administrator is adding a new phone number allocated by their Cloud Connected PSTN provider to be configured as Webex Contact Center Entry Point to route inbound calls into the Contact Center IVR. Which two numbers must be used to configure the phone number? (Choose two.)
Antwort: B,D
Begründung:
Webex Contact Center phone numbers for entry points can be configured using a valid national phone number format or E.164 format. The number with parentheses is a valid national format, and the number with the country code prefix is a valid E.164-style format for routing inbound calls into the Contact Center IVR.
47. Frage
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