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| Section | Weight | Objectives |
|---|---|---|
| Configuration and Implementation | 20% | - Implement precision routing - Utilize Finesse administration tool - Configure agent teams and supervisors |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Basic Calls and Agent Settings | 20% | - Build basic ICM scripts - Configure basic agent functionality - Deploy basic call settings - Configure basic call treatment |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Advanced Configuration | 20% | - Implement VXML applications - Configure RONA support - Configure roles and departments |
| Overview | 20% | - Describe access tools - Understand Contact Center basics - Explain call flow - Describe CCE components and architecture |
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NEW QUESTION # 37
What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to render reports? (Choose two.)
Answer: A,C
Explanation:
The Cisco Unified Intelligence Center (CUIC) accesses various data sources to fetch data for rendering reports. The two primary data sources it uses are:B.Cisco Customer Voice Portal Reporting Server:This server provides detailed information about IVR interactions, call treatment, and self-service application usage within the Customer Voice Portal.D.Cisco Administration Server and Historical Data Server:These servers store a wide range of historical data related to contact center operations, including agent performance, call routing statistics, and system utilization metrics.References:Official Cisco CUIC documentation details the data sources that CUIC can access for reporting purposes, highlighting how data from these sources is used to compile comprehensive reports on contact center performance.
NEW QUESTION # 38
Which microapp is used to gather information from the caller?
Answer: C
NEW QUESTION # 39
What is the function of the CVP Subdialog Return element in a VXML application?
Answer: C
Explanation:
The function of the CVP Subdialog Return element in a VXML application is to populate variables sent back to Cisco Contact Center Enterprise (CCE) from the VXML application. This element is used at the end of a subdialog invocation to return control to the main IVR application, along with any data collected or processed during the subdialog. This mechanism allows for dynamic exchange of information between different parts of an IVR application and the broader Contact Center solution, enabling complex call flows and data-driven decision-making.References:Documentation on Cisco's VXML Server and CVP provides detailed information on how Subdialog Return elements are used within VXML applications to interface with CCE and other components of the Contact Center infrastructure.
NEW QUESTION # 40
Where should the RONA setting be positioned the highest?
Answer: B
Explanation:
RONA (Redirection on No Answer) is a mechanism that redirects a call when an agent fails to answer within a configured time. Multiple components in CCE have timeout settings that interact with RONA, and they must be layered correctly.
Why the Correct Answer is Right: A is correct. The CVP OPS Console RONA timer must be set highest to serve as the ultimate safety net. If the CVP timeout fires before all other components have had a chance to handle the RONA event, the call may be dropped rather than properly re-routed. Cisco best practice documentation specifies that CVP's timer should be the largest, with CUCM phone timer intermediate, and the CCE desk setting lowest, forming a cascading failsafe.
Why Each Incorrect Answer is Wrong: B is wrong because the CUCM phone timer should be set at an intermediate value-high enough to allow CCE desk settings to trigger RONA first, but lower than CVP's timer. C is wrong because the Agent Desk Settings timer should be the lowest, firing first to initiate the RONA re-route cleanly within the scripting logic. D is wrong because script-level timers are part of the routing logic but are not the entity that needs the highest RONA timeout in the hierarchy.
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NEW QUESTION # 41
What is the goal of identifying a call type?
Answer: D
Explanation:
Skill targets are used to route calls to the appropriate Agent, and the call type is used to determine which skill target should be used for the call. By correctly identifying the call type, the CCE system can ensure that the call is routed to the correct skill target and that the call is handled by the right agent.
References: [1] May 24, 2022 ... Extension mobility functionality extends to most Cisco Unified IP Phones [1]. ... Create an Extension Mobility Device Profile for Users. [2] How can the Extension Mobility feature be described? A [1][2]. As part of the configuration, the Device profile needs to be created in CCE and associate each... [3] Sep 12 [2], 2022 ... As part of the configuration in Unified Communications Manager Administration [3][4], you create a device profile for each agent that will use... [4] Cisco IOS-XE does not have built-in voice browser capability [3][4]. ... or the corresponding Extension Mobility device profile is not associated with a Unified... [5] As part of the configuration in Unified Communications Manager Administration [1][3], you create a device profile for each agent that will use Extension Mobility,... [
1. Feature Configuration Guide for Cisco Unified Communications ...
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/12_5_1SU1/cucm_b_feature-configuration-
NEW QUESTION # 42
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