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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Overview | 20% | - Describe CCE components and architecture - Understand Contact Center basics - Describe access tools - Explain call flow |
| Topic 2: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 3: Configuration and Implementation | 20% | - Configure agent teams and supervisors - Utilize Finesse administration tool - Implement precision routing |
| Topic 4: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Topic 5: Basic Calls and Agent Settings | 20% | - Deploy basic call settings - Configure basic call treatment - Build basic ICM scripts - Configure basic agent functionality |
| Topic 6: Advanced Configuration | 20% | - Configure roles and departments - Configure RONA support - Implement VXML applications |
>> Exam 500-442 Cram Questions <<
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NEW QUESTION # 19
Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)
Answer: A,E
Explanation:
An IVR (Interactive Voice Response) system enables automated telephony interaction between a caller and a computer system. In CCE, CVP and VVB together provide IVR capability through VXML applications that serve callers without requiring live agents.
Why the Correct Answer is Right: A is correct because self-service via database integration is a core IVR functionality-callers can check balances, make payments, or retrieve information without speaking to an agent. This is achieved by connecting IVR logic to backend databases. E is correct because menu-driven call routing (where callers press digits or speak to indicate their reason for calling) is the classic IVR function-it allows callers to self-classify their contact.
Why Each Incorrect Answer is Wrong: B is wrong because TCP/IP is network infrastructure-it enables IVR to function technically but is not itself an IVR functionality provided to callers. C is wrong because Reporting is provided by CUIC and the ADS/HDS layer-it is not an IVR functionality. D is wrong because Heartbeat mechanisms are internal system monitoring protocols between CCE components, not IVR functionalities provided to callers.
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NEW QUESTION # 20
Which microapp is used to gather information from the caller?
Answer: A
Explanation:
The Get Speech microapp is used to gather information from the caller in Cisco Virtual Voice Browser (VVB). The Get Speech microapp allows customers to interact with the VVB system using natural language speech inputs, such as providing an account number, name, or address. This microapp uses Automatic Speech Recognition (ASR) technology to transcribe the caller's speech and provide the transcribed information to the next step in the call flow for further processing or routing.
It is worth noting that Get Digits microapp is used to gather DTMF digits from the caller.
NEW QUESTION # 21
Which two steps are involved in configuring and evaluating business in an ICM script? (Choose two.)
Answer: B,C
Explanation:
Business Hours in Cisco CCE allow routing scripts to make time-aware decisions-directing calls differently during open hours, after hours, or holidays. Two configuration layers are required: defining the schedule and using it in a script.
Why the Correct Answer is Right: B is correct because Business Hours calendars are configured within the CCE Admin interface under Organizational Setup > Business Hours. This is where an administrator defines the operating schedule, holidays, and exception days. E is correct because after defining Business Hours in CCE Admin, the ICM Script Editor uses an IF node to evaluate the current time against the Business Hours calendar to determine routing logic.
Why Each Incorrect Answer is Wrong: A is wrong because a Set Variable node is used to assign values to variables, not part of the Business Hours evaluation workflow. C is wrong because the expression syntax shown contains inconsistencies, and this step alone without B is incomplete. D is wrong because Business Hours are configured under Organizational Setup > Business Hours, not under Departments.
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NEW QUESTION # 22
Which two components must a script be associated with to run? (Choose two.)
Answer: B,D
Explanation:
For a script to run in a Cisco Contact Center environment, it must be associated with:D.Call Type:Call Types categorize calls based on their characteristics or how they should be handled. Associating a script with a Call Type allows the system to execute the script for calls of that category, applying the specific routing logic defined in the script.E.Dialed Number (DN):The Dialed Number is used to identify the call's intended destination or service. Associating a script with a Dialed Number allows the system to trigger the script when a call is received on that number, ensuring that calls are processed according to the routing logic defined for that DN.References:Cisco scripting and configuration documentation for Contact Center solutions detail how scripts are associated with Call Types and Dialed Numbers to control call routing and processing.
NEW QUESTION # 23
Which communication protocol is being used between PG/Router and Live Data to generate report information?
Answer: C
Explanation:
The communication protocol used between PG/Router and Live Data for generating report information is TCP (Transmission Control Protocol). TCP is a reliable, connection-oriented protocol, ensuring the accurate and ordered delivery of report data between these components. This is crucial for the real-time and historical reporting features in Cisco Contact Center environments, where data integrity and consistency are paramount.References:Cisco's technical documentation on Live Data and its integration with the ICM infrastructure often details the communication protocols and architecture used for reporting functions.
NEW QUESTION # 24
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