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| Section | Objectives |
|---|---|
| System Administration | - User and agent configuration - Call routing and scripting basics |
| Configuration and Maintenance | - Upgrades and lifecycle management - System configuration management |
| Cisco Contact Center Enterprise Architecture | - Deployment models and system architecture - Core components overview (CUCM, CVP, UCCE) |
| Troubleshooting and Monitoring | - Performance monitoring and fault isolation - Logging and diagnostics |
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NEW QUESTION # 19
What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to render reports? (Choose two.)
Answer: A,B
Explanation:
Cisco Unified Intelligence Center (CUIC) is the reporting platform for Cisco contact center solutions. It pulls data from multiple defined data sources to produce real-time and historical reports for operational visibility.
Why the Correct Answer is Right: B is correct because the CVP Reporting Server stores call treatment data from IVR interactions. CUIC connects to this server to report on self-service activities, call abandonment in IVR, and other CVP metrics. D is correct because the Administration and Data Server (ADS/HDS) contains the historical reporting database for CCE. CUIC uses this as a primary data source for historical reports, agent performance, and skill group data.
Why Each Incorrect Answer is Wrong: A is wrong because CUCM is the telephony platform, not a CUIC data source for contact center reporting. C is wrong because 'Cisco Data Browser' is not a recognized CUIC data source component in CCE architecture. E is wrong because VVB (Virtual Voice Browser) is an IVR rendering engine, not a reporting data source.
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NEW QUESTION # 20
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?
Answer: A
Explanation:
Understanding the precise sequence of events in a CCE call flow is fundamental to troubleshooting and design. The call flow begins at the PSTN/Ingress Gateway and proceeds through multiple components in a defined order.
Why the Correct Answer is Right: D is correct. The very next step after the call arrives and is held on the Ingress Gateway is that the Gateway uses a configured Dial Peer to deliver a SIP INVITE message to the CVP server. The Dial Peer matches the dialed number and routes the SIP signaling to CVP. This is step 2 in the documented Cisco CCE Call Flow in the SRND.
Why Each Incorrect Answer is Wrong: A is wrong because ICM running a Routing Script happens much later-after CVP has received the SIP INVITE, sent a Route Request to ICM, and ICM has begun processing.
B is wrong because CVP delivers a Route Request to ICM after receiving the SIP INVITE-this is step 3 or 4 in the sequence, not immediately after the gateway holds the call. C is wrong because CVP establishing the HTTP link with VVB occurs after ICM has responded with a VRU label-this is step 5 or later in the flow.
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NEW QUESTION # 21
How can the Extension Mobility feature be described?
Answer: B
Explanation:
Extension Mobility (EM) is a Cisco Unified Communications Manager (CUCM) feature that separates user configuration from physical phone hardware, enabling hot-desking in contact center environments.
Why the Correct Answer is Right: C precisely matches the official Cisco definition-EM allows agents to log into any IP phone and have their personal phone configuration (line appearances, services, speed dials) follow them. This is critical in hot-desking CCE environments as documented in the Cisco CUCM Administration Guide.
Why Each Incorrect Answer is Wrong: A is wrong because Device profiles for Extension Mobility are created and managed in CUCM, not in CCE. B is wrong because adding device profiles and phones to the PG user account describes a PG configuration step, not the definition of Extension Mobility. D is wrong because Extension Mobility Cross Cluster (EMCC) specifically enables EM across different CUCM clusters-this statement is the opposite of correct.
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NEW QUESTION # 22
Which two steps are required to configure RONA for CCE? (Choose two.)
Answer: D,E
Explanation:
RONA (Redirection on No Answer) automatically re-routes a call when an agent fails to answer within a timeout period and moves the agent to a Not Ready state. It requires both routing intelligence and proper target configuration to function.
Why the Correct Answer is Right: D is correct because Scripting logic is required for RONA in CCE. The ICM routing script must contain logic to handle the re-route event-defining where the call goes when an agent fails to answer (back to queue, different skill group, or fallback treatment). E is correct because Skill Target configuration is required because RONA needs valid agents and skill groups defined so the script can re-route the call to an alternative agent or group.
Why Each Incorrect Answer is Wrong: A is wrong because Survivability is a gateway feature for call preservation when WAN connectivity fails-it is unrelated to RONA configuration. B is wrong because Auto- answer is the opposite of RONA-it forces agents to answer automatically and would prevent RONA from ever triggering. C is wrong because while CCE Web Admin is used for general configuration, it is not a specific required step for RONA-RONA is primarily configured through scripting and skill target settings.
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NEW QUESTION # 23
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
Answer: C,F
NEW QUESTION # 24
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