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Cisco 500-442 Exam Syllabus Topics:

SectionWeightObjectives
Advanced Configuration20%- Configure roles and departments
- Configure RONA support
- Implement VXML applications
Overview20%- Describe access tools
- Understand Contact Center basics
- Describe CCE components and architecture
- Explain call flow
Advanced Features10%- Understand CCE features beyond default
Reporting10%- Utilize CUIC
Basic Calls and Agent settings20%- Configure basic call treatment
- Deploy basic call settings
- Configure basic agent functionality
- Build basic ICM scripts
Configuration and Implementation20%- Implement precision routing
- Configure agent teams and supervisors
- Utilize Finesse administration tool

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q36-Q41):

NEW QUESTION # 36
What does Precision Routing use to determine if an agent is part of its pool?

Answer: C

Explanation:
Precision Routing in Cisco Contact Center Enterprise (CCE) uses B. Attributes to determine if an agent is part of its pool. Attributes can include various criteria such as language skills, product knowledge, or any other definable characteristic relevant to call routing. This allows for more granular and flexible routing decisions compared to traditional skill-based routing.References:Cisco's technical documentation on Precision Routing provides insights into how attributes are used to match callers with the most suitable agents.


NEW QUESTION # 37
Which tool can be used to verify the configuration of Basic Call settings?

Answer: D

Explanation:
After configuring the basic call flow elements in Cisco CCE (Dialed Numbers, Call Types, Scripts, Skill Groups), administrators need a way to verify that calls are being processed correctly and that configuration is working as expected in real time.
Why the Correct Answer is Right: D is correct. The Call Tracer (Call Trace tool) is the purpose-built diagnostic tool for verifying CCE call configuration. It allows administrators to trace a call through the entire CCE system in real time-showing how the Dialed Number is matched, which Call Type is selected, which Routing Script runs, and how the call is ultimately handled. This directly verifies Basic Call settings.
Why Each Incorrect Answer is Wrong: A is wrong because the Deleted Objects tool is used to manage and purge objects marked for deletion from the CCE database-it is not a diagnostic or verification tool. B is wrong because ICM Script Editor creates and modifies routing scripts-it can display script logic but does not actively trace call processing in real time. C is wrong because the Router Log Viewer provides detailed router processing logs for deep troubleshooting-it is a log analysis tool, not a real-time call configuration verification tool.
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NEW QUESTION # 38
Which communication protocol is being used between PG/Router and Live Data to generate report information?

Answer: A


NEW QUESTION # 39
What are two types of reports Cisco Unified Intelligence Center will provide? (Choose two.)

Answer: D,E


NEW QUESTION # 40
Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)

Answer: C,D


NEW QUESTION # 41
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