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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Configure Webex Contact Center telephony integration and system interfaces - Describe Webex Contact Center telephony architecture options
- Configure infrastructure components to route voice calls within Webex Contact Center flows
|
| Topic 2: Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Implement webhooks and developer APIs to support external database queries
|
| Topic 3: Tenant Configuration and Reporting | 30% | - Analyze real-time and historical dashboards to isolate operational constraints - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure Webex Contact Center users and identity records - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure multi-tier customer experience variables and thresholds - Describe network requirements for Webex Contact Center systems - Describe Webex Contact Center reporting analytics and data visibility tracking |
| Topic 4: Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
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NEW QUESTION # 21
During troubleshooting, an engineer observes high packet loss affecting Webex meetings. Which symptom is MOST likely experienced by users?
Answer: D
Explanation:
Packet loss directly impacts real-time media streams, causing symptoms such as choppy audio, robotic voice quality, frozen video, or one-way audio. Collaboration applications are highly sensitive to packet loss because RTP traffic depends on continuous packet delivery with minimal retransmission opportunities.
NEW QUESTION # 22
An administrator must set up a way to authenticate users via SMS using a randomly generated passcode.
Which two nodes in Webex Connect are needed to implement this authentication? (Choose two.)
Answer: B,E
Explanation:
SMS-based one-time passcode authentication requires generating the passcode and sending it to the user over SMS. Webex Connect includes a Generate OTP node for creating the random passcode and an SMS node for delivering the generated value to the customer's mobile number. Those two nodes form the minimum authentication workflow. A Profile node can retrieve or update customer profile information but does not generate or deliver the passcode. A Data Parser node can parse structured responses, which is useful after API calls, but it is not required to create and transmit an OTP. An Evaluate node can compare the customer's submitted passcode to the stored/generated value later in the flow, but the question asks which two nodes are needed to implement authentication via SMS using a randomly generated passcode. The foundational nodes are Generate OTP and SMS. Reference: Webex Connect Help, Generate OTP node; SMS Node; Webex Connect flow builder documentation.
NEW QUESTION # 23
Which action must an administrator take in a Webex Contact Center voice flow to ensure that, after a customer selects option 2 for Spanish in the initial language menu, all AI Agent responses are delivered in Spanish using a consistent, professional executive-sounding Spanish voice, regardless of the caller's location or dialect?
Answer: B
Explanation:
Language and voice are separate configuration values in a Webex Contact Center voice flow using AI Agent responses. The Global_Language variable controls the response language, while Global_VoiceName selects the voice used by text-to-speech or AI-agent speech output. Setting only Global_Language to es-ES would change the language but would not guarantee the company-approved Spanish voice. Setting only a friendly voice name without the language would not guarantee Spanish recognition and generation behavior. The string en-ES is invalid for Spanish in this context because en identifies English, while es-ES identifies Spanish for Spain. The requirement asks for consistent professional executive-sounding Spanish regardless of caller location or dialect, so both values must be explicitly set after the menu selection: Global_Language to es-ES and Global_VoiceName to the approved Spanish voice system name. This gives the flow deterministic language and voice behavior. Reference: Cisco Help, Webex AI Agent Studio Administration guide; Use AI agents for customer interactions.
NEW QUESTION # 24
A customer complains that Webex meetings consume excessive bandwidth during large conferences with video enabled. Which feature helps optimize bandwidth utilization?
Answer: B
Explanation:
Call Admission Control (CAC) combined with adaptive video resolution helps optimize bandwidth usage by dynamically adjusting video quality according to network conditions and limiting oversubscription. SIP normalization and H.323 gatekeepers do not directly address modern Webex video bandwidth optimization strategies.
NEW QUESTION # 25
An engineer must generate a report that details the number of times an agent took or placed a call. Which Cisco Webex Contact Center Analyzer repository must be queried?
Answer: D
Explanation:
The Customer Activity Record repository contains contact-level activity details for call handling events, including calls taken or placed by an agent. Querying this repository provides the interaction activity needed to count the agent's handled and outbound call events.
NEW QUESTION # 26
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