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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Features | 10% | - Understand CCE features beyond default |
| Topic 2: Overview | 20% | - Describe access tools - Describe CCE components and architecture - Explain call flow - Understand Contact Center basics |
| Topic 3: Basic Calls and Agent settings | 20% | - Deploy basic call settings - Configure basic agent functionality - Build basic ICM scripts - Configure basic call treatment |
| Topic 4: Reporting | 10% | - Utilize CUIC |
| Topic 5: Configuration and Implementation | 20% | - Configure agent teams and supervisors - Utilize Finesse administration tool - Implement precision routing |
| Topic 6: Advanced Configuration | 20% | - Configure RONA support - Configure roles and departments - Implement VXML applications |
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NEW QUESTION # 21
Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)
Answer: B,D
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 # 22
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)
Answer: B,C
NEW QUESTION # 23
What value is used for Variable REQUERY_NO ANSWER?
Answer: A
NEW QUESTION # 24
Which two functionalities should a Contact Center typically be provided? (Choose two.)
Answer: D,E
Explanation:
A Contact Center typically needs to provide the following functionalities:A.Skill-Based Routing:This functionality allows the Contact Center to route calls to the most appropriate agent based on their skills, ensuring that customers are matched with agents who can best address their needs.C.IVR and Queuing:Interactive Voice Response (IVR) systems and queuing mechanisms are crucial for managing incoming calls, providing self-service options, and efficiently managing caller wait times until an appropriate agent is available.References:Cisco's documentation on Contact Center solutions, including Unified Contact Center Enterprise (UCCE), often highlights the importance of Skill-Based Routing and IVR/Queuing functionalities in providing effective customer service.
NEW QUESTION # 25
Deploying a VXML application is a two-step process. The first step is deploying the projects to a local archive (.zip file using the Deploy option in Call Studio). The second part of the project deployment uses SPOG to transfer the .zip file to the VXML Server(s). Which option in SPOG will be utilized to transfer these zip files to VXML Server(s)?
Answer: D
Explanation:
Cisco CVP Call Studio applications are developed locally, packaged as ZIP files, and then deployed to VXML Servers in production. The Single Pane of Glass (SPOG) in CVP Operations Console provides a centralized deployment interface for managing VXML applications.
Why the Correct Answer is Right: B is correct. The IVR Settings option under the Call Settings card in CVP SPOG (Operations Console) is used to manage and transfer VXML application ZIP files to the VXML Server (s). This is the designated deployment path for Call Studio applications, documented in the Cisco CVP Operations Guide.
Why Each Incorrect Answer is Wrong: A is wrong because Route Settings in SPOG deals with call routing configuration (dialed numbers, routing tables), not VXML application deployment. C is wrong because Device Configuration under Infrastructure Settings manages the configuration of devices like gateways and VVBs, not application deployment. D is wrong because Miscellaneous under Call Settings contains ancillary settings but is not the deployment mechanism for VXML application ZIP files.
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NEW QUESTION # 26
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