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| Section | Objectives |
|---|---|
| Topic 1: Cisco Contact Center Enterprise Architecture | - Core components overview (CUCM, CVP, UCCE) - Deployment models and system architecture |
| Topic 2: Troubleshooting and Monitoring | - Logging and diagnostics - Performance monitoring and fault isolation |
| Topic 3: Configuration and Maintenance | - Upgrades and lifecycle management - System configuration management |
| Topic 4: System Administration | - User and agent configuration - Call routing and scripting basics |
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NEW QUESTION # 26
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?
Answer: A
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 # 27
How many teams can an Agent be a part of?
Answer: C
Explanation:
In Cisco Contact Center environments, an agent can theoretically be part of an unlimited number of teams.
This flexibility allows for complex organizational structures and routing strategies where agents might need to be associated with multiple teams based on their skills, responsibilities, or other operational requirements.References:Cisco UCCE or UCCX documentation that discusses agent and team configurations often outlines the capabilities and limitations related to team memberships for agents.
NEW QUESTION # 28
When is the IVR leg established in a CCE Call Flow?
Answer: C
Explanation:
In a Cisco CCE call flow, the call has two primary legs-the PSTN/SIP leg (call signaling) and the IVR leg (self-service treatment). These are established as separate connections at different stages of the call flow.
Why the Correct Answer is Right: C is correct. The IVR leg is established when CVP sends an HTTP request to the VVB (or IOS VXML Gateway) to deliver a VXML application for caller interaction. The VVB connects to the caller's audio path, and this HTTP connection constitutes the IVR leg. This is documented precisely in the Cisco CVP Solution Reference Network Design (SRND).
Why Each Incorrect Answer is Wrong: A is wrong because the VXML Server is hosted on CVP-CVP connects to itself internally; this does not define the IVR leg. B is wrong because CVP connects to the Media Server for audio prompts, but this HTTP link is for media retrieval, not IVR leg establishment. D is wrong because the SIP INVITE from the Ingress Gateway to CVP establishes the SIP call leg, not the IVR leg.
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NEW QUESTION # 29
What are the two main features of the Cisco VVB? (Choose two.)
Answer: A,B
Explanation:
Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. Cisco VVB has the following features: * Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies. * Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configuration/guide/cvvb_b_ciscovvb-administration-and-configuration-guide/cvvb_b_ciscovvb-administration-and-configuration-guide_chapter_01.pdf
NEW QUESTION # 30
What does Precision Routing use to determine if an agent is part of its pool?
Answer: D
Explanation:
Cisco Precision Routing (PR) provides dynamic, multi-dimensional routing based on agent characteristics.
Unlike traditional Skill Group routing, PR uses a different mechanism to define which agents qualify to handle specific contact types.
Why the Correct Answer is Right: B is correct. Precision Routing uses Attributes-named characteristics assigned to agents with associated proficiency values (weights). A Precision Queue defines criteria using these attributes to determine which agents are in its eligible pool. Agents are dynamically evaluated against attribute criteria at routing time, as documented in the Cisco CCE Features Guide.
Why Each Incorrect Answer is Wrong: A is wrong because 'Skills' belong to the traditional Skill Group routing paradigm-Precision Routing specifically replaces Skills with Attributes, and using the term 'Skills' in a Precision Routing context is incorrect. C is wrong because Expressions are used in Precision Queue steps to define matching criteria, but they reference Attributes-Attributes are what define agent pool membership. D is wrong because Teams are organizational groupings for supervisory purposes; Precision Queues do not use Team membership to determine agent pool eligibility.
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NEW QUESTION # 31
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