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Cisco 500-442 Exam Syllabus Topics:

Section	Weight	Objectives
Advanced Configuration	20%	- Implement VXML applications - Configure roles and departments - Configure RONA support
Advanced Features	10%	- Understand CCE features beyond default settings
Reporting	10%	- Utilize Cisco Unified Intelligence Center (CUIC)
Basic Calls and Agent Settings	20%	- Configure basic agent functionality - Configure basic call treatment - Deploy basic call settings - Build basic ICM scripts
Overview	20%	- Understand Contact Center basics - Describe CCE components and architecture - Explain call flow - Describe access tools
Configuration and Implementation	20%	- Utilize Finesse administration tool - Configure agent teams and supervisors - Implement precision routing

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q41-Q46):

NEW QUESTION # 41
Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)

A. heartbeat mechanism between Contact Center components
B. reporting
C. TCP/IP connections through the network
D. access a database and provide the caller with all the needed information to complete the transaction (Self Service)
E. caller defines the reason for the call from several menu options

Answer: B,E

NEW QUESTION # 42
What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to render reports? (Choose two.)

A. Cisco Customer Voice Portal Reporting Server
B. Cisco Administration Server and Historical Data Server
C. Cisco Unified Communication Manager Server
D. Cisco Virtual Voice Browser
E. Cisco Data Browser

Answer: A,B

Explanation:
The Cisco Unified Intelligence Center (CUIC) accesses various data sources to fetch data for rendering reports. The two primary data sources it uses are:B.Cisco Customer Voice Portal Reporting Server:This server provides detailed information about IVR interactions, call treatment, and self-service application usage within the Customer Voice Portal.D.Cisco Administration Server and Historical Data Server:These servers store a wide range of historical data related to contact center operations, including agent performance, call routing statistics, and system utilization metrics.References:Official Cisco CUIC documentation details the data sources that CUIC can access for reporting purposes, highlighting how data from these sources is used to compile comprehensive reports on contact center performance.

NEW QUESTION # 43
How does CUCM function in CCE?

A. In a CUCM cluster, the Subscriber keeps the master Read/Write copy of configuration DB, which is replicated to all servers in the cluster.
B. Unified CM asks CVP what to do with Unified CCE calls and routes the call according to the instructions provided by the CVP.
C. Unified CM asks ICM what to do with Unified CCE calls and routes the call according to the instructions provided by the Unified CCE.
D. A Unified CM Publisher is a logical relationship of physical (deployed as virtual Machines) servers combined for redundancy purposes.

Answer: C

NEW QUESTION # 44
What does Precision Routing use to determine if an agent is part of its pool?

A. Teams
B. Attributes
C. Expressions
D. Skills

Answer: B

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 # 45
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)

A. Deleted Objects
B. Routing Scripts
C. Agents
D. Administrative Scripts
E. Dialed Numbers

Answer: B,C

NEW QUESTION # 46
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