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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Configuration | 20% | - Configure RONA support - Configure roles and departments - Implement VXML applications |
| Topic 2: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Topic 3: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 4: Basic Calls and Agent Settings | 20% | - Configure basic agent functionality - Configure basic call treatment - Deploy basic call settings - Build basic ICM scripts |
| Topic 5: Overview | 20% | - Describe CCE components and architecture - Understand Contact Center basics - Describe access tools - Explain call flow |
| Topic 6: Configuration and Implementation | 20% | - Utilize Finesse administration tool - Implement precision routing - Configure agent teams and supervisors |
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NEW QUESTION # 20
Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)
Answer: A,E
NEW QUESTION # 21
What are two purposes of Cisco Unified Intelligence Center? (Choose two.)
Answer: B,D
Explanation:
Cisco Unified Intelligence Center (CUIC) is the web-based reporting platform for Cisco contact center solutions, providing both real-time and historical reporting with customizable dashboards and data visualizations.
Why the Correct Answer is Right: D is correct because CUIC connects to defined Data Sources (such as the ADS/HDS database and CVP Reporting Server) to retrieve operational data. This data source connectivity is a core CUIC architectural component. E is correct because CUIC allows administrators and report designers to customize how reports are visually presented-adjusting columns, filters, thresholds, chart types, and dashboard layouts.
Why Each Incorrect Answer is Wrong: A is wrong because re-skilling agents (changing skill group assignments) is performed in CCE Admin or Configuration Manager, not in CUIC. CUIC is a reporting tool, not a configuration tool. B is wrong because Text-to-Voice Bot configuration is performed through CVP Call Studio or cloud AI platforms, not CUIC. C is wrong because while CUIC has role-based access, configuring APIs based on roles is not a described CUIC purpose.
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NEW QUESTION # 22
How does Precision Queue allow callers to reach an Agent that is different from Skill groups?
Answer: B
Explanation:
Precision Queues (PQ) route calls based on agent attributes and expressions rather than static skill group membership. This allows for far more nuanced routing decisions compared to traditional skill-based routing.
Why the Correct Answer is Right: B is correct. In Precision Queues, the Weight assigned to an attribute determines routing priority among agents who meet the routing criteria. Agents with a higher attribute weight value are preferred over agents with a lower weight, allowing the system to differentiate between agents who all match the required attributes. This weighting mechanism is the key differentiator from Skill Group routing.
Why Each Incorrect Answer is Wrong: A is wrong because the number of calls taken is a historical metric and is not a Precision Queue routing selection criterion. C is wrong because simply having more attributes than another agent is not a routing selector in Precision Queues-the system uses attribute presence and weight. D is wrong because Longest Available is a selection mechanism within the agents who qualify via attribute match, not the differentiating factor that makes PQ unique from Skill Groups.
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NEW QUESTION # 23
Which .bat file displays the status of the VXML server and the applications running?
Answer: A
Explanation:
the Stalus.bat file will display the status of the VXML server and the applications running.
The .bat file that displays the status of the VXML server and the applications running on it is:B.Status.bat:This batch file, when executed, provides a snapshot of the current status of the VXML server, including any VXML applications that are deployed and running. It's a useful tool for administrators to quickly check the health and status of their VXML applications.References:Documentation for Cisco's Voice Browser or VXML Server typically includesinformation on utility scripts like Status.bat that help in managing and monitoring VXML applications.
NEW QUESTION # 24
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?
Answer: B
Explanation:
Understanding the precise sequence of events in a CCE call flow is fundamental to troubleshooting and design. The call flow begins at the PSTN/Ingress Gateway and proceeds through multiple components in a defined order.
Why the Correct Answer is Right: D is correct. The very next step after the call arrives and is held on the Ingress Gateway is that the Gateway uses a configured Dial Peer to deliver a SIP INVITE message to the CVP server. The Dial Peer matches the dialed number and routes the SIP signaling to CVP. This is step 2 in the documented Cisco CCE Call Flow in the SRND.
Why Each Incorrect Answer is Wrong: A is wrong because ICM running a Routing Script happens much later-after CVP has received the SIP INVITE, sent a Route Request to ICM, and ICM has begun processing.
B is wrong because CVP delivers a Route Request to ICM after receiving the SIP INVITE-this is step 3 or 4 in the sequence, not immediately after the gateway holds the call. C is wrong because CVP establishing the HTTP link with VVB occurs after ICM has responded with a VRU label-this is step 5 or later in the flow.
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NEW QUESTION # 25
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