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Cisco 500-442 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Advanced Configuration20%- Configure RONA support
- Configure roles and departments
- Implement VXML applications
Topic 2: Overview20%- Understand Contact Center basics
- Explain call flow
- Describe access tools
- Describe CCE components and architecture
Topic 3: Basic Calls and Agent settings20%- Configure basic call treatment
- Build basic ICM scripts
- Deploy basic call settings
- Configure basic agent functionality
Topic 4: Reporting10%- Utilize CUIC
Topic 5: Advanced Features10%- Understand CCE features beyond default
Topic 6: Configuration and Implementation20%- Configure agent teams and supervisors
- Utilize Finesse administration tool
- Implement precision routing

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q15-Q20):

NEW QUESTION # 15
Which two components are needed to setup RONA? (Choose two.)

Answer: A,D


NEW QUESTION # 16
Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)

Answer: B,D

Explanation:
An Interactive Voice Response (IVR) system in a Contact Center environment provides several key functionalities, including:A.Access a database and provide the caller with all the needed information to complete the transaction (Self Service):This allows callers to retrieve information, perform transactions, or resolve issues without needing to speak with an agent, enhancing efficiency and caller satisfaction.E.Caller defines the reason for the call from several menu options:By interacting with IVR menu options, callers can specify the nature of their call, which helps in routing the call to the most appropriate resource or service within the contact center.References:Documentation on Cisco's IVR solutions, such as Cisco Unified Customer VoicePortal, often outlines these and other functionalities provided by IVR systems in contact center environments.


NEW QUESTION # 17
Apart from CVP Call Studio, what are two other components that have a role in the VXML application's functioning? (Choose two.)

Answer: B,C

Explanation:
Apart from CVP Call Studio, which is used to design and develop VXML applications, two other components that play a crucial role in the functioning of VXML applications are:C.Media Server:This component stores and serves media files, such as audio prompts and music on hold, that are used by VXML applications during call interactions.D.Voice Browser:Often referred to as the VXML Gateway in Cisco environments, the Voice Browser interprets and executes VXML documents, facilitating interaction between callers and the IVR system.References:Detailed information on the architecture and components of VXML applications can be found in Cisco's documentation on Unified CVP and VXML Gateway.


NEW QUESTION # 18
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 # 19
What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to render reports? (Choose two.)

Answer: A,B


NEW QUESTION # 20
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