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| Certification Vendor: | Cisco |
|---|---|
| Exam Name: | Administering Cisco Contact Center Enterprise |
| Exam Number: | 500-442 |
| Certificate Validity Period: | 3 years |
| Related Certifications: | CCNP Collaboration Cisco Contact Center Enterprise (CCE) |
| Available Languages: | English |
| Exam Format: | Multiple choice, Simulation / scenario-based questions |
| Recommended Training: | CCNP Collaboration learning resources Cisco Contact Center Enterprise training |
| Exam Registration: | Pearson VUE Cisco Exams Cisco Certification & Training Portal |
| Sample Questions: | Cisco 500-442 Sample Questions |
| Exam Way: | Online proctored or authorized testing center (depending on Cisco exam delivery availability) |
| Pre Condition: | Recommended: CCNA-level knowledge or equivalent Cisco collaboration fundamentals. This exam may be retired or replaced by newer Cisco certification tracks. |
| Official Syllabus URL: | https://www.cisco.com/site/us/en/learn/training-certifications.html |
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Cisco 500-442 Exam is a challenging yet rewarding certification exam for IT professionals who work with Cisco CCE solutions. By passing the exam, you can demonstrate your expertise in administering CCE solutions and enhance your career prospects. With the right training and preparation, you can ace the exam and earn the Cisco 500-442 certification.
NEW QUESTION # 34
What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose two.)
Answer: D,E
Explanation:
The PTSN is responsible for routing the call to the agent. According to [5], the two primary roles of the PSTN and voice gateway in the Unified CCE solution are delivering the inbound call to the voice gateway and routing the call to the agent. The voice gateway may modify the digits presented to downstream devices, but it does not provide IVR functionality in a Contact Center deployment, nor is it responsible for routing the call to the agent.
NEW QUESTION # 35
How does Precision Queue allow callers to reach an Agent that is different from Skill groups?
Answer: D
Explanation:
Precision Queues in Cisco Contact Center solutions allow callers to reach agents based on attributes and proficiency ratings rather than just the skill group membership. The key differentiator is:B.The Weight of the attribute:Precision Queues evaluate the attributes assigned to agents, such as language proficiency or product knowledge, along with their weights. Callers are thenmatched to agents based on these weighted attributes, allowing for more granified routing decisions compared to traditional skill group-based routing.References:Cisco documentation on Contact Center routing and agent configuration explains the functionality of Precision Queues, including how attributes and their weights are used to match callers with the most suitable agents.
NEW QUESTION # 36
Which two steps are required to configure RONAfor CCE? (Choose two.)
Answer: A,E
NEW QUESTION # 37
Which two components are needed to setup RONA? (Choose two.)
Answer: B,D
Explanation:
To set up Ring No Answer (RONA) in a Cisco Contact Center Enterprise (CCE) environment, the two essential components are:B.Call Routing Logic:This involves configuring the call routing scripts or routing strategies to handle scenarios where an agent does not answer within a specified time, ensuring that the call is redirected or queued appropriately.C.System timers:These are configured to define the time duration an agent's phone rings before the call is considered unanswered (RONA). Adjusting these timers ensures that calls are managed efficiently and in a timely manner when agents are unavailable.References:Cisco's technical documentation for CCE includes sections on call routing and system configuration, which detail the setup and management of RONA settings and behaviors.
NEW QUESTION # 38
Which two steps are required to configure a Supervisor? (Choose two.)
Answer: B,C
Explanation:
C: make sure the Supervisor has an Active Directory Account: The Supervisor must have an Active Directory (AD) account in order to be able to log in to the Cisco Finesse web interface and manage the contact center operations.
D: ensure that "Is Supervisor" is checked: The Supervisor role must be assigned to the AD account. This can be done by navigating to the Cisco Unified Contact Center Enterprise Administration page and searching for the Supervisor's account. Once located, the "Is Supervisor" checkbox must be checked to give the account the necessary permissions to manage the contact center.
NEW QUESTION # 39
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