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| Section | Weight | Objectives |
|---|---|---|
| Configuration and Implementation | 20% | - Configure agent teams and supervisors - Implement precision routing - Utilize Finesse administration tool |
| Basic Calls and Agent Settings | 20% | - Build basic ICM scripts - Deploy basic call settings - Configure basic call treatment - Configure basic agent functionality |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Advanced Configuration | 20% | - Implement VXML applications - Configure roles and departments - Configure RONA support |
| Overview | 20% | - Describe CCE components and architecture - Understand Contact Center basics - Explain call flow - Describe access tools |
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NEW QUESTION # 10
What are two default CCB VXML applications that could be modified? (Choose two.)
Answer: C,E
Explanation:
In the context of Cisco Customer Voice Portal (CVP), two default Call Studio VXML applications that could be modified are:A.CallbackEntry:This application handles the initial interaction with callers when they choose to use a callback feature, collecting necessary information and initiating the callback process.E.CallbackQueue:This application manages the queuing logic for callbacks, ensuring that callback requests are processed in an orderly manner and according to predefined rules and priorities.References:Cisco CVP and Call Studio documentation provide insights into the default VXML applications, including CallbackEntry and CallbackQueue, and how they can be customized or modified to meet specific Contact Center requirements.
NEW QUESTION # 11
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?
Answer: C
NEW QUESTION # 12
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)
Answer: A,D
NEW QUESTION # 13
What is the goal of identifying a call type?
Answer: C
Explanation:
Skill targets are used to route calls to the appropriate Agent, and the call type is used to determine which skill target should be used for the call. By correctly identifying the call type, the CCE system can ensure that the call is routed to the correct skill target and that the call is handled by the right agent.
References: [1] May 24, 2022 ... Extension mobility functionality extends to most Cisco Unified IP Phones [1]. ... Create an Extension Mobility Device Profile for Users. [2] How can the Extension Mobility feature be described? A [1][2]. As part of the configuration, the Device profile needs to be created in CCE and associate each... [3] Sep 12 [2], 2022 ... As part of the configuration in Unified Communications Manager Administration [3][4], you create a device profile for each agent that will use... [4] Cisco IOS-XE does not have built-in voice browser capability [3][4]. ... or the corresponding Extension Mobility device profile is not associated with a Unified... [5] As part of the configuration in Unified Communications Manager Administration [1][3], you create a device profile for each agent that will use Extension Mobility,... [
1. Feature Configuration Guide for Cisco Unified Communications ...
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/12_5_1SU1/cucm_b_feature-configuration-
NEW QUESTION # 14
Which two functionalities should a Contact Center typically be provided? (Choose two.)
Answer: C,E
Explanation:
A Contact Center exists to handle customer contacts efficiently by routing them to appropriately skilled agents while managing wait times through queuing and self-service. Core functionalities define what makes a system a contact center.
Why the Correct Answer is Right: A is correct because Skill-Based Routing is a defining functionality of modern contact centers-it ensures callers are matched with agents who have the appropriate knowledge, language, or certification to handle their need, improving first-call resolution. C is correct because IVR and Queuing are foundational components-IVR handles self-service and call classification, while queuing manages wait times and prioritizes contacts. Both are listed as core contact center capabilities in Cisco CCE documentation.
Why Each Incorrect Answer is Wrong: B is wrong because Surveys are an optional enhancement, not a core contact center requirement. D is wrong because TCP/IP is network infrastructure used by all IP-based systems, not a contact center functionality. E is wrong because Routing Protocols (OSPF, BGP) are network layer concerns entirely outside the scope of contact center functional requirements.
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NEW QUESTION # 15
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