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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configuration and Implementation | 20% | - Implement precision routing - Utilize Finesse administration tool - Configure agent teams and supervisors |
| Topic 2: Overview | 20% | - Describe access tools - Describe CCE components and architecture - Understand Contact Center basics - Explain call flow |
| Topic 3: Advanced Features | 10% | - Understand CCE features beyond default |
| Topic 4: Advanced Configuration | 20% | - Implement VXML applications - Configure roles and departments - Configure RONA support |
| Topic 5: Basic Calls and Agent settings | 20% | - Deploy basic call settings - Configure basic call treatment - Configure basic agent functionality - Build basic ICM scripts |
| Topic 6: Reporting | 10% | - Utilize CUIC |
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NEW QUESTION # 45
Where should the RONA setting be positioned the highest?
Answer: B
Explanation:
RONA (Redirection on No Answer) is a mechanism that redirects a call when an agent fails to answer within a configured time. Multiple components in CCE have timeout settings that interact with RONA, and they must be layered correctly.
Why the Correct Answer is Right: A is correct. The CVP OPS Console RONA timer must be set highest to serve as the ultimate safety net. If the CVP timeout fires before all other components have had a chance to handle the RONA event, the call may be dropped rather than properly re-routed. Cisco best practice documentation specifies that CVP's timer should be the largest, with CUCM phone timer intermediate, and the CCE desk setting lowest, forming a cascading failsafe.
Why Each Incorrect Answer is Wrong: B is wrong because the CUCM phone timer should be set at an intermediate value-high enough to allow CCE desk settings to trigger RONA first, but lower than CVP's timer. C is wrong because the Agent Desk Settings timer should be the lowest, firing first to initiate the RONA re-route cleanly within the scripting logic. D is wrong because script-level timers are part of the routing logic but are not the entity that needs the highest RONA timeout in the hierarchy.
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NEW QUESTION # 46
How does CUCM function in CCE?
Answer: D
NEW QUESTION # 47
What are two parts of a Single Sign-on message flow? {Choose two.)
Answer: A,E
Explanation:
the Single Sign-on message flow consists of two parts: first, the Identity Service (IdS) detects whether the user has a valid access token, and if not, the Identity Provider (IdP) provides a login page for authenticating the user. Once the user is authenticated, the browser issues a PUT of the Finesse desktop with an access token.
In a Single Sign-on (SSO) message flow for Cisco's contact center solutions, two key parts include:B.IdS (Identity Service) detects the user has a valid access token:When a user attempts to access a service, the Identity Service checks if the user's access token is valid, indicating they are already authenticated.D.IdP (Identity Provider) provides a login page for authenticating the user:If the user does not have a valid access token, the Identity Provider will present a login page where the user can authenticate themselves.References:Cisco's documentation on SSO implementation in contact center environments details the SSO message flow, including the roles of Identity Services and Identity Providers in authenticating users.
NEW QUESTION # 48
In a contact center, agents must select the Reason Code when they go to the "Not Ready" state. Which configuration by an administrator in Agent Desk Settings allows this action?
Answer: C
Explanation:
Enabling "Require Idle Reason" in Agent Desk Settings allows this action. When this setting is enabled, agents must select a Reason Code when they change their state to "Not Ready." This helps in tracking the specific reasons why agents are not available to take calls, providing valuable insights for workforce management and operational efficiency.References:Cisco Unified Contact Center Enterprise documentation, particularly sections related to Agent Desk Settings and Reason Codes, provides guidelines on configuring these settings to require agents to specify reasons for their "Not Ready" status.
NEW QUESTION # 49
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)
Answer: A,C
Explanation:
The Cisco CCE Web Administration (CCE Admin) tool is a browser-based interface for managing agents, teams, skill groups, and other operational objects in a CCE deployment.
Why the Correct Answer is Right: B is correct because Agents are fully configurable from the CCE Web Admin tool-administrators can create, edit, and manage agent profiles including attributes, skill groups, and desk settings. C is correct because Routing Scripts can be viewed and associated with call types via CCE Admin, and the Script Editor is accessible through this interface.
Why Each Incorrect Answer is Wrong: A is wrong because Dialed Numbers are configured through the Configuration Manager, not the Web Admin tool directly. D is wrong because Administrative Scripts are managed via the Script Editor, a separate tool. E is wrong because Deleted Objects is a utility in Configuration Manager used for purging objects, not accessible through Web Admin.
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NEW QUESTION # 50
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