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Cisco 500-442 Exam Syllabus Topics:

Section	Objectives
Cisco Contact Center Enterprise Architecture	- Core components overview (CUCM, CVP, UCCE) - Deployment models and system architecture
System Administration	- User and agent configuration - Call routing and scripting basics
Configuration and Maintenance	- System configuration management - Upgrades and lifecycle management
Troubleshooting and Monitoring	- Logging and diagnostics - Performance monitoring and fault isolation

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500-442 Actual Test - 500-442 Test Questions & 500-442 Exam Torrent

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q27-Q32):

NEW QUESTION # 27
Which tool can be used to verify the configuration of Basic Call settings?

A. Call Tracer
B. Deleted Objects tool
C. ICM Script Editor
D. Router Log Viewer

Answer: A

NEW QUESTION # 28
Which two components must be configured for CCE to begin routing the contact and start processing the call?
(Choose two.)

A. Media routing domain
B. Skill Targets
C. Call type
D. Network VRU
E. ICM script

Answer: C,E

Explanation:
For CCE to begin routing the contact and start processing the call, the following components must be configured:A.ICM script:The ICM script contains the routing logic and instructions that dictate how calls are handled and routed within the contact center environment.D.Call type:Call types are used to categorize contacts based on their characteristics or requirements, allowing the ICM script to apply the appropriate routing decisions based on the call type classification.References:Cisco's documentation on Contact Center scripting and call type configuration provides insights into setting up these components for effective call routing and processing.

NEW QUESTION # 29
Which two components are needed to setup RONA? (Choose two.)

A. Attribute settings
B. Agent Permission levels
C. Call Routing Logic
D. Skill Target Configuration
E. System timers

Answer: A,D

NEW QUESTION # 30
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)

A. customer expectations
B. cost
C. productivity
D. average queue time
E. customer satisfaction
F. call abandon rate

Answer: E,F

NEW QUESTION # 31
How can the Extension Mobility feature be described?

A. As part of the configuration, the Device profile needs to be created in CCE and associate each Device Profile with the appropriate Agent.
B. The Cisco Unified CM feature that allows Agents to temporarily access their Cisco Unified IP Phone configuration, such as line appearances, services, and speed dials, from other Unified IP Phones.
C. The Extension Mobility Cross Cluster works on phones that are located in the same Unified CM cluster.
D. As part of the configuration, both device profiles and phones need to be added to the pg user account.

Answer: B

Explanation:
Extension Mobility (EM) is a Cisco Unified Communications Manager (CUCM) feature that separates user configuration from physical phone hardware, enabling hot-desking in contact center environments.
Why the Correct Answer is Right: C precisely matches the official Cisco definition-EM allows agents to log into any IP phone and have their personal phone configuration (line appearances, services, speed dials) follow them. This is critical in hot-desking CCE environments as documented in the Cisco CUCM Administration Guide.
Why Each Incorrect Answer is Wrong: A is wrong because Device profiles for Extension Mobility are created and managed in CUCM, not in CCE. B is wrong because adding device profiles and phones to the PG user account describes a PG configuration step, not the definition of Extension Mobility. D is wrong because Extension Mobility Cross Cluster (EMCC) specifically enables EM across different CUCM clusters-this statement is the opposite of correct.
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NEW QUESTION # 32
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