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| Section | Weight | Objectives |
|---|---|---|
| Configuration and Implementation | 20% | - Implement precision routing - Configure agent teams and supervisors - Utilize Finesse administration tool |
| Basic Calls and Agent settings | 20% | - Deploy basic call settings - Build basic ICM scripts - Configure basic call treatment - Configure basic agent functionality |
| Advanced Configuration | 20% | - Configure roles and departments - Implement VXML applications - Configure RONA support |
| Overview | 20% | - Explain call flow - Understand Contact Center basics - Describe CCE components and architecture - Describe access tools |
| Advanced Features | 10% | - Understand CCE features beyond default |
| Reporting | 10% | - Utilize CUIC |
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NEW QUESTION # 53
Which two components must a script be associated with to run? (Choose two.)
Answer: C,D
Explanation:
For a script to run in a Cisco Contact Center environment, it must be associated with:D.Call Type:Call Types categorize calls based on their characteristics or how they should be handled. Associating a script with a Call Type allows the system to execute the script for calls of that category, applying the specific routing logic defined in the script.E.Dialed Number (DN):The Dialed Number is used to identify the call's intended destination or service. Associating a script with a Dialed Number allows the system to trigger the script when a call is received on that number, ensuring that calls are processed according to the routing logic defined for that DN.References:Cisco scripting and configuration documentation for Contact Center solutions detail how scripts are associated with Call Types and Dialed Numbers to control call routing and processing.
NEW QUESTION # 54
Which tool can be used to verify the configuration of Basic Call settings?
Answer: D
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 # 55
Which two steps are required to configure a Supervisor? (Choose two.)
Answer: A,D
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 # 56
What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose two.)
Answer: A,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 # 57
How does Precision Queue allow callers to reach an Agent that is different from Skill groups?
Answer: C
NEW QUESTION # 58
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