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| Section | Weight | Objectives |
|---|---|---|
| Telephony and Call Routing | 30% | - Voice call routing components configuration - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings - Telephony integration configuration - Voice channel troubleshooting |
| Tenant Configuration and Reporting | 30% | - Agent and supervisor desktop setup - Reporting dashboards and visualizations - Call recording configuration - Network requirements for Webex Contact Center - User and team configuration |
| Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital channel troubleshooting - Digital contact routing configuration |
| Advanced Features and AI | 25% | - Advanced workflow design - Analytics and optimization - AI-powered routing and automation - Third-party integrations and APIs |
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問題 #19
A company wants to integrate its on-premises contact center with Webex Contact Center while minimizing PSTN costs. The engineer must ensure that agents can make and receive calls through the existing SIP trunk infrastructure. Which deployment option best meets this requirement?
答案：B
解題說明：
A Local Gateway allows Webex Contact Center and Webex Calling to integrate with existing enterprise SIP trunk infrastructure. This design minimizes PSTN migration costs and preserves current telephony investments. Cloud Connected PSTN requires provider migration, while WebRTC does not directly integrate enterprise trunks. Dedicated Instance alone does not solve PSTN connectivity requirements.
問題 #20
A system administrator is updating the Agent Desktop layout to include a custom widget designed to execute background logic that triggers a custom CRM screen pop upon the arrival of an SMS.
Under which area object must the widget be configured?
答案：D
解題說明：
A headless widget is used when the widget must run background logic without being displayed as a visible Agent Desktop panel. This is the correct area for triggering custom behavior such as a CRM screen pop when an SMS interaction arrives.
問題 #21
A supervisor within your organization must be able to record agent desktop screens with call audio to enhance application usage and process compliance during customer interactions in Webex Contact Center.
Which two functionalities must the administrator configure to ensure that the feature is properly set up and working correctly? (Choose two.)
答案：B,E
解題說明：
Screen recording with call audio in Webex Contact Center is a quality-management capability, not a generic flow or Webex Connect capability. Cisco positions Webex Workforce Optimization as the suite for quality management, workforce management, and related supervisor quality workflows. Screen recording requires the WFO quality management components and the proper Quality Management entitlement or license. Custom connectors to conversation intelligence platforms may export or analyze conversation data, but they do not create the native supervisor screen-recording capability. Webex Connect is the CPaaS/digital-channel automation platform and is not used to capture agent desktop screens with call audio. Calabrio ONE is historically associated with workforce optimization, but the Cisco answer pattern for current Webex Contact Center setup is Webex WFO plus the Quality Management license. That combination gives supervisors the recording and evaluation layer needed to review agent application usage and process compliance. Reference:
Cisco Help, Webex Contact Center Setup and Administration Guide; Webex Contact Center Data Sheet.
問題 #22
A Webex Contact Center engineer is configuring a new chat digital channel for their organization.
Chat digital channel interactions will be handled by Webex Contact Center agents. Which two actions must be taken as part of the configuration? (Choose two.)
答案：A,C
解題說明：
A chat digital channel must be created with Chat as the channel type so Webex Contact Center can process chat interactions. The chat asset must also be assigned to the channel so the deployed web chat widget is linked to the channel that routes conversations to agents.
問題 #23
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?
答案：B
解題說明：
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.
問題 #24
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