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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Overview | 20% | - Describe access tools - Explain call flow - Describe CCE components and architecture - Understand Contact Center basics |
| Topic 2: Advanced Features | 10% | - Understand CCE features beyond default |
| Topic 3: Basic Calls and Agent settings | 20% | - Build basic ICM scripts - Configure basic call treatment - Deploy basic call settings - Configure basic agent functionality |
| Topic 4: Configuration and Implementation | 20% | - Implement precision routing - Configure agent teams and supervisors - Utilize Finesse administration tool |
| Topic 5: Reporting | 10% | - Utilize CUIC |
| Topic 6: Advanced Configuration | 20% | - Configure roles and departments - Implement VXML applications - Configure RONA support |
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NEW QUESTION # 48
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:
A complete VXML application ecosystem requires more than the Call Studio development environment. The application must be rendered by a voice browser and served audio from a media source during runtime execution.
Why the Correct Answer is Right: C is correct because the Media Server hosts the .wav audio prompt files that the VXML application references. When the VXML application instructs audio playback, the Voice Browser fetches the file from the Media Server via HTTP. Without the Media Server, audio prompts cannot be delivered. D is correct because the Voice Browser (VVB or IOS VXML Gateway) is the runtime engine that executes the VXML application-it interprets the VXML markup, plays audio, collects DTMF or speech input, and reports results back to CVP.
Why Each Incorrect Answer is Wrong: A is wrong because the VRU PG manages the interface between CVP and ICM for routing decisions-it is not directly involved in VXML application execution. B is wrong because CUCM handles call signaling and agent phones-it does not participate in VXML application functioning. E is wrong because Finesse is the agent/supervisor desktop application and has no role in VXML application execution.
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NEW QUESTION # 49
Which VVB CLI command can set an individual media file to an expired state?
Answer: D
Explanation:
The correct Command Line Interface (CLI) command to set an individual media file to an expired state in Cisco Virtualized Voice Browser (VVB) is:D.set VVB cache stale_cache_entry <cache_entry_url>This command is used to manually mark a specific media file in the cache as stale, forcing the VVB to fetch a fresh copy of the media file the next time it is requested.References:Cisco VVB administration guides and CLI reference documents provide detailed instructions on using CLI commands, including managing cache entries.
NEW QUESTION # 50
What are two channels or features supported by ECE? (Choose two.)
Answer: B,E
NEW QUESTION # 51
What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to render reports? (Choose two.)
Answer: D,E
Explanation:
Cisco Unified Intelligence Center (CUIC) is the reporting platform for Cisco contact center solutions. It pulls data from multiple defined data sources to produce real-time and historical reports for operational visibility.
Why the Correct Answer is Right: B is correct because the CVP Reporting Server stores call treatment data from IVR interactions. CUIC connects to this server to report on self-service activities, call abandonment in IVR, and other CVP metrics. D is correct because the Administration and Data Server (ADS/HDS) contains the historical reporting database for CCE. CUIC uses this as a primary data source for historical reports, agent performance, and skill group data.
Why Each Incorrect Answer is Wrong: A is wrong because CUCM is the telephony platform, not a CUIC data source for contact center reporting. C is wrong because 'Cisco Data Browser' is not a recognized CUIC data source component in CCE architecture. E is wrong because VVB (Virtual Voice Browser) is an IVR rendering engine, not a reporting data source.
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NEW QUESTION # 52
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)
Answer: A,D
Explanation:
Supervisors in Cisco CCE have elevated capabilities compared to agents. The Finesse desktop and CCE Admin present supervisor-exclusive features that agents cannot access, enabling team management and oversight.
Why the Correct Answer is Right: A is correct because the Team gadget in Finesse is a supervisor-exclusive feature that displays all agents on the supervisor's team-their states, current calls, and performance metrics.
Regular agents do not have this gadget in their Finesse desktop layout. D is correct because Supervisors can log in to CCE Admin to access team management functions, supervisor reports, and team data. Agents have no CCE Admin access.
Why Each Incorrect Answer is Wrong: B is wrong because both agents and supervisors can answer calls from Skill Groups and Precision Queues when logged in and available-answering calls is not supervisor- exclusive. C is wrong because CUC (Cisco Unity Connection) login for voicemail is available to any user with a CUC account, not supervisor-exclusive. E is wrong because CUCM API access is a developer
/administrator function, not a Finesse role-based capability difference between agents and supervisors.
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NEW QUESTION # 53
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