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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Features and AI | 25% | - Advanced workflow design - Analytics and optimization - Third-party integrations and APIs - AI-powered routing and automation |
| Topic 2: Telephony and Call Routing | 30% | - Telephony integration configuration - Inbound and outbound telephony settings - Webex Contact Center telephony architecture options - Voice channel troubleshooting - Voice call routing components configuration |
| Topic 3: Digital Channels | 15% | - Digital contact routing configuration - Digital channel troubleshooting - Chat, email, SMS, social media channel integration |
| Topic 4: Tenant Configuration and Reporting | 30% | - Network requirements for Webex Contact Center - Call recording configuration - User and team configuration - Agent and supervisor desktop setup - Reporting dashboards and visualizations |
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NEW QUESTION # 14
An engineer is configuring a new local gateway SIP trunk for their Webex Contact Center PSTN services. The SIP trunk requires that registration be refreshed every 2 minutes. Which command meets this requirement?
Answer: D
Explanation:
A registration refresh every 2 minutes is achieved by setting the registration expiry to 240 seconds with a refresh ratio of 50 percent. The Local Gateway refreshes registration halfway through the expiry interval, which results in a refresh every 120 seconds.
NEW QUESTION # 15
A Webex Contact Center agent can receive Chat and Voice channel interactions, however the agent is not able to receive WhatsApp or SMS interactions.
What is missing from the agent configuration to enable the agent to receive those interactions?
Answer: D
Explanation:
WhatsApp and SMS are premium digital channels in the Webex Contact Center licensing model. Cisco's Webex Contact Center data sheet distinguishes Standard Agent and Premium Agent capabilities. Standard Agent includes core contact center functions and agent-assisted chat and email, while Premium Agent adds broader digital communication channels such as SMS, social channels, multichannel analytics, and supervisor monitoring capabilities. The scenario says the agent can receive Chat and Voice, so the agent is already provisioned for basic voice and chat handling. The missing capabilities are specifically WhatsApp and SMS, which are part of the higher digital-channel entitlement. An enhanced license is not the relevant license category in the Cisco Webex Contact Center agent-type model. The desktop layout can affect UI presentation, but it would not by itself entitle the agent to receive those channel types. The missing configuration is therefore the Premium license. Reference: Cisco Webex Contact Center Data Sheet; Cisco Help, Set up digital channels in Webex Contact Center.
NEW QUESTION # 16
An engineer is configuring inbound telephony for a new Cisco Webex Contact Center deployment. Which two configurations are needed to ensure that calls are routed to agents?
(Choose two.)
Answer: D,E
Explanation:
Inbound calls must be associated with a DNIS so the call can enter the correct flow, and the flow must route the contact to a queue that has teams assigned. The assigned teams provide the agent pool that can receive and handle the queued calls.
NEW QUESTION # 17
What are the two types of Local Gateway trunking models with Webex Calling? (Choose two.)
Answer: A,E
Explanation:
Cisco documents two Local Gateway trunking models for Webex Calling: registration-based trunks and certificate-based trunks. A registration-based trunk has the local gateway maintain SIP registration toward Webex Calling, and the signaling relationship is established through that registration. Cisco's trunk and dial plan documentation describes this model as an implicit connection based on the gateway's registration. A certificate-based trunk uses mutual TLS and certificate trust to authenticate signaling without SIP registration in the same way. These are the formal trunking choices used when integrating on-premises voice infrastructure with Webex Calling and, by extension, supporting Webex Contact Center telephony designs that use Local Gateway. DNS-based trunks are not a Cisco trunking model name in this context. PSTN trunks and enterprise trunks are generic or design descriptions, not the two Local Gateway models. For 300-830, the key is recognizing the official Webex Calling trunk model terminology. Reference: Cisco Help, Configure Local Gateway on Cisco IOS XE for Webex Calling; Configure trunks, route groups, and dial plans for Webex Calling.
NEW QUESTION # 18
An engineer must generate a report that details the number of times an agent went on a break.
Which Cisco Webex Contact Center Analyzer repository must be queried?
Answer: D
Explanation:
The Agent Activity Record repository tracks agent state changes and activity events, including when an agent selects a break or idle reason. Querying this repository provides the count of break occurrences for the agent.
NEW QUESTION # 19
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