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Cisco 500-442 Exam Syllabus Topics:

SectionObjectives
Cisco Contact Center Enterprise Architecture- Core components overview (CUCM, CVP, UCCE)
- Deployment models and system architecture
Troubleshooting and Monitoring- Performance monitoring and fault isolation
- Logging and diagnostics
System Administration- Call routing and scripting basics
- User and agent configuration
Configuration and Maintenance- System configuration management
- Upgrades and lifecycle management

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q55-Q60):

NEW QUESTION # 55
What are two channels or features supported by ECE? (Choose two.)

Answer: B,D


NEW QUESTION # 56
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)

Answer: B,C


NEW QUESTION # 57
Which two functionalities should a Contact Center typically be provided? (Choose two.)

Answer: A,C


NEW QUESTION # 58
What is the goal of identifying a call type?

Answer: D

Explanation:
In Cisco CCE, a Call Type is a classification object that acts as a trigger for routing scripts. Every inbound contact is matched to a Call Type based on the Dialed Number (DN) and other criteria.
Why the Correct Answer is Right: C is correct. The Call Type's primary purpose is to map an inbound contact to the appropriate ICM Routing Script. The script then performs all decision logic-choosing skill targets, queuing, and selecting agents. Cisco documentation states Call Types are used to invoke specific routing scripts.
Why Each Incorrect Answer is Wrong: A is wrong because Skill Target selection occurs inside the routing script, not at the Call Type identification stage. B is wrong because MRD (Media Routing Domain) is determined during dialed number configuration, not by the Call Type itself. D is wrong because queue assignment is a script-level decision that happens after the Call Type invokes the script-it is a downstream consequence, not the purpose of Call Type identification.
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NEW QUESTION # 59
What is the goal of identifying a call type?

Answer: D


NEW QUESTION # 60
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