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Cisco 500-442 Exam Syllabus Topics:

SectionWeightObjectives
Basic Calls and Agent Settings20%- Deploy basic call settings
- Build basic ICM scripts
- Configure basic call treatment
- Configure basic agent functionality
Advanced Configuration20%- Configure roles and departments
- Implement VXML applications
- Configure RONA support
Configuration and Implementation20%- Implement precision routing
- Utilize Finesse administration tool
- Configure agent teams and supervisors
Reporting10%- Utilize Cisco Unified Intelligence Center (CUIC)
Advanced Features10%- Understand CCE features beyond default settings
Overview20%- Explain call flow
- Describe access tools
- Describe CCE components and architecture
- Understand Contact Center basics

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q12-Q17):

NEW QUESTION # 12
Which tool can be used to verify the configuration of Basic Call settings?

Answer: B


NEW QUESTION # 13
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?

Answer: D

Explanation:
The Cisco ICM Script Editor has multiple operating modes that control how administrators can interact with scripts. Each mode has a distinct visual appearance to prevent accidental modifications to production scripts.
Why the Correct Answer is Right: B is correct. In the ICM Script Editor, Edit mode is visually identified by a bright white background with black dots (a dotted grid pattern). This mode allows full modification of the script-adding, removing, and repositioning nodes. The visual indicator helps distinguish it from read-only modes.
Why Each Incorrect Answer is Wrong: A is wrong because Monitor mode displays the script with call activity highlighted in real time, showing active call paths with a different visual treatment-not a plain white dotted background. C is wrong because Browse mode is a read-only view used to inspect scripts without making changes and has a different visual presentation, typically a grey or neutral background. D is wrong because Quick Edit mode allows minor edits without entering full Edit mode but does not produce the bright white
/black dot appearance.
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NEW QUESTION # 14
Which two functionalities should a Contact Center typically be provided? (Choose two.)

Answer: D,E


NEW QUESTION # 15
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment?
(Choose two.)

Answer: B,E

Explanation:
To enable basic agent functionality in a Cisco Contact Center Enterprise (CCE) deployment, key configurations within the Intelligent Contact Management (ICM) component are necessary:A.Configure Skill Groups and Skill Targets:Skill groups are collections of agents with similar skills. Skill targets are specific routing points associated with skill groups. Configuring these elements is essential for directing calls to the most suitable agents based on their skills.B.Configure Agent Desk Settings:These settings define the operational parameters for agents, such as wrap-up time, maximum call handling time, and other agent-specific settings. These configurations are crucial for managing agent efficiency and ensuring quality customer service.References:Cisco CCE and ICM configuration guides provide detailed instructions on setting up these components to ensure efficient agent functionality and optimal call routing within the contact center.


NEW QUESTION # 16
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

Explanation:
Cisco CCE uses Windows Active Directory for user authentication and security group membership to control access to administrative tools like Configuration Manager and Script Editor.
Why the Correct Answer is Right: C is correct. Security group membership for CCE tool access is managed directly in Active Directory (AD). The CCE installer creates specific AD security groups (e.g., UCCEConfig, UCCEScript) during installation. Administrators add user accounts to these AD security groups to grant access to Configuration Manager, Script Editor, and other CCE tools. This is documented in the Cisco CCE Installation Guide.
Why Each Incorrect Answer is Wrong: A is wrong because CCE Admin page manages CCE operational objects (agents, teams, skill groups) but does not control Windows Active Directory security group membership for tool access. B is wrong because Domain Manager is not a standard CCE component-it is not the interface used to manage AD security group membership. D is wrong because Configuration Manager itself requires the user to already have appropriate AD group membership before they can access it-it cannot be used to grant access to itself.
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NEW QUESTION # 17
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