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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Topic 2: Advanced Configuration | 20% | - Implement VXML applications - Configure roles and departments - Configure RONA support |
| Topic 3: Overview | 20% | - Describe CCE components and architecture - Understand Contact Center basics - Explain call flow - Describe access tools |
| Topic 4: Basic Calls and Agent Settings | 20% | - Configure basic call treatment - Deploy basic call settings - Configure basic agent functionality - Build basic ICM scripts |
| Topic 5: Configuration and Implementation | 20% | - Utilize Finesse administration tool - Configure agent teams and supervisors - Implement precision routing |
| Topic 6: Advanced Features | 10% | - Understand CCE features beyond default settings |
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NEW QUESTION # 41
Which two role types have access to CUIC reporting objects maintained through a system of Roles and Permissions? (Choose two.)
Answer: C,E
Explanation:
Within Cisco Unified Intelligence Center (CUIC), the two role types that have access to reporting objects, maintained through a system of Roles and Permissions, include:A.Report Designer:This role is responsible for creating and modifying reports within CUIC, tailoring them to meet specific informational needs.D.Report Definition Designer:This role involves defining the structure and sources of data for reports, ensuring that the reports provide relevant and accurate information.References:Cisco CUIC documentation, which covers the platform's roles and permissions model, details the responsibilities and access levels of different roles, including Report Designer and Report Definition Designer.
NEW QUESTION # 42
Which tool can be used to verify the configuration of Basic Call settings?
Answer: C
Explanation:
the Call Tracer tool can be used to verify the configuration of Basic Call settings. This tool allows administrators to trace the progress of a call from the time it is placed until it is routed to the correct destination.
The tool used to verify the configuration of Basic Call settings in Cisco's contact center solutions is:D.Call Tracer:Call Tracer allows administrators to trace the call flow and verify how calls are handled based on the current configuration. It's an essential tool for diagnosing and troubleshooting call processing issues and ensuring that call settings are correctly configured.References:Cisco's documentation on tools and utilities for contact center solutions often includes information on Call Tracer and its use in verifying call configurations and troubleshooting call flow issues.
NEW QUESTION # 43
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?
Answer: A
Explanation:
When CVP receives a new call and determines that routing decisions are needed, it sends a Route Request to the ICM Central Controller. ICM's response to this request is a core part of the call flow sequence.
Why the Correct Answer is Right: B is correct. When ICM receives a new Route Request from CVP, it responds by executing the Routing Script associated with the matched Call Type/Dialed Number. The Routing Script contains all the logic for determining how to handle the contact. This is the primary documented response mechanism in the Cisco CCE SRND.
Why Each Incorrect Answer is Wrong: A is wrong because ICM sends an Agent Label only after the Routing Script has identified an available agent and determined the call should be connected-this is a subsequent step, not the immediate response. C is wrong because Administrative Scripts handle non-call activities and are not executed in response to inbound Route Requests from CVP. D is wrong because ICM sends a VRU Label when it wants to send the call to self-service treatment-this also occurs after script execution, not as the immediate response to the Route Request itself.
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NEW QUESTION # 44
What are two tools an Agent Desktop Admin Role can access? (Choose two.)
Answer: B,C
NEW QUESTION # 45
Which VVB CLI command can set an individual media file to an expired state?
Answer: C
Explanation:
The Cisco VVB caches media files (audio prompts) to improve performance. Administrators sometimes need to force individual cached entries to be refreshed by marking them as stale/expired so the VVB fetches a fresh copy from the media server.
Why the Correct Answer is Right: D is correct. The correct Cisco VVB CLI command syntax is 'set VVB cache stale_cache_entry < cache_entry_url > ', which marks a specific cached media file as expired, forcing the VVB to fetch a fresh copy on next access. This is documented in the Cisco VVB Administration Guide.
Why Each Incorrect Answer is Wrong: A is wrong because 'stale_cache_entries' (plural) would target all cached entries, not an individual file, and is not a valid CLI command. B is wrong because it mixes 'show' (a display command) with 'set' (a configuration command)-the syntax is invalid and contradictory. C is wrong because 'Outils' is a French word meaning 'tools' and is not a valid Cisco CLI keyword in any context.
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NEW QUESTION # 46
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