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| Section | Objectives |
|---|---|
| Topic 1: Hybrid Collaboration Services | - Hybrid services integration
|
| Topic 2: Cloud Collaboration Architecture | - Cisco Webex cloud services overview
|
| Topic 3: SIP and PSTN Connectivity | - SIP trunking design and troubleshooting
|
| Topic 4: Edge and Expressway Deployment | - Cisco Expressway configuration
|
| Topic 5: Security and Troubleshooting | - Secure collaboration deployment
|
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NEW QUESTION # 11
An enterprise requires that customer interaction recordings remain within a specific geographic region for compliance reasons. Which Webex Contact Center capability addresses this requirement?
Answer: B
Explanation:
Regional media storage policies help organizations comply with data residency regulations by ensuring recordings and interaction data remain stored within approved geographic regions.
SRST and survivability address telephony continuity, while DSCP rewriting only impacts traffic prioritization and has no relationship to compliance storage requirements.
NEW QUESTION # 12
A major corporation wants to migrate to Webex Contact Center but requires that the current PSTN carrier and enterprise PBX based agents be retained in its on-premises environment.
Which action must the engineer take to meet this requirement?
Answer: C
Explanation:
Using an on-premises session border controller as a Local Gateway allows the corporation to keep its existing PSTN carrier and enterprise PBX-based agents while routing calls between the on-premises telephony environment, Webex Calling, and Webex Contact Center.
NEW QUESTION # 13
Refer to the exhibit. Agent X has a Skill Profile assigned and the Skill Profile has skills assigned according to their proficiency. In which two places can you define call routing criteria for routing calls to this agent? (Choose two.)
Answer: B,D
Explanation:
Skill-based routing criteria can be defined by assigning skill requirements to the queue and by specifying skill requirements in the flow when routing the contact. These criteria are matched against the agent's assigned Skill Profile and proficiency values to determine whether the agent is eligible to receive the call.
NEW QUESTION # 14
Refer to the exhibit.
Agent X has a Skill Profile assigned and the Skill Profile has skills assigned according to their proficiency.
In which two places can you define call routing criteria for routing calls to this agent? (Choose two.)
Answer: B,D
Explanation:
Cisco documents two places where skill requirements can be applied for skill-based routing in Webex Contact Center: on the queue and in the flow. Assigning skills to a queue creates fixed skill criteria for contacts that enter that queue. Assigning skills in a flow lets the flow set or adjust the skill requirements dynamically each time the Queue Contact activity is used. The screenshot shows Agent X with a skill profile and skill proficiencies; those are agent-side attributes. Routing criteria must be defined on the contact-routing side so the platform knows which agent skill profile qualifies for the contact. Desktop profiles, channels, and generic capacity-based teams do not define the skill criteria used to match this agent. Capacity-based teams are typically used for destinations that are not individual Webex Contact Center agents. Therefore, the two valid configuration locations are the queue skill settings and the flow-based skill assignment. Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Create queues and configure routing patterns.
NEW QUESTION # 15
A user requires these capabilities:
- Participate in telephone campaigns.
- Speak to an agent without the customer hearing.
What is the least privileged role that provides the required capabilities?
Answer: D
Explanation:
The Supervisor role is the least privileged role that supports monitoring and coaching capabilities such as speaking to an agent without the customer hearing, while also allowing participation in telephone campaign-related contact center activities.
NEW QUESTION # 16
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