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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Configuration | 20% | - Configure RONA support - Configure roles and departments - Implement VXML applications |
| Topic 2: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Topic 3: Overview | 20% | - Explain call flow - Describe access tools - Describe CCE components and architecture - Understand Contact Center basics |
| Topic 4: Basic Calls and Agent Settings | 20% | - Configure basic agent functionality - Configure basic call treatment - Build basic ICM scripts - Deploy basic call settings |
| Topic 5: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 6: Configuration and Implementation | 20% | - Implement precision routing - Utilize Finesse administration tool - Configure agent teams and supervisors |
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NEW QUESTION # 13
What are the two main features of the Cisco VVB? (Choose two.)
Answer: C,E
Explanation:
The correct answer is A and E. The Cisco VVB has the following features:
* Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies1.
* Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent1.
* Provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities1.
* Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time1.
Option B is incorrect because it is the opposite of what Cisco VVB does.Cisco VVB allows customers, not agents, to use voice commands without interacting with an agent1.
Option C is incorrect because Cisco VVB supports multiple languages for ASR and TTS, not just one1.
Option D is incorrect because it confuses the roles of customers and agents.Cisco VVB provides better customer service, not agent service, by transferring customers to the right agent, not vice versa1.
NEW QUESTION # 14
How does CUCM function in CCE?
Answer: A
NEW QUESTION # 15
What are the two main features of the Cisco VVB? (Choose two.)
Answer: C,E
Explanation:
Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. Cisco VVB has the following features: * Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies. * Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configuration/guide/cvvb_b_ciscovvb-administration-and-configuration-guide/cvvb_b_ciscovvb-administration-and-configuration-guide_chapter_01.pdf
NEW QUESTION # 16
What are two purposes of Cisco Unified Intelligence Center? (Choose two.)
Answer: A,D
Explanation:
Cisco Unified Intelligence Center (CUIC) is the web-based reporting platform for Cisco contact center solutions, providing both real-time and historical reporting with customizable dashboards and data visualizations.
Why the Correct Answer is Right: D is correct because CUIC connects to defined Data Sources (such as the ADS/HDS database and CVP Reporting Server) to retrieve operational data. This data source connectivity is a core CUIC architectural component. E is correct because CUIC allows administrators and report designers to customize how reports are visually presented-adjusting columns, filters, thresholds, chart types, and dashboard layouts.
Why Each Incorrect Answer is Wrong: A is wrong because re-skilling agents (changing skill group assignments) is performed in CCE Admin or Configuration Manager, not in CUIC. CUIC is a reporting tool, not a configuration tool. B is wrong because Text-to-Voice Bot configuration is performed through CVP Call Studio or cloud AI platforms, not CUIC. C is wrong because while CUIC has role-based access, configuring APIs based on roles is not a described CUIC purpose.
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NEW QUESTION # 17
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor. Where can this task be accomplished?
Answer: B
Explanation:
Cisco CCE uses Windows Active Directory for user authentication and security group membership to control access to administrative tools like Configuration Manager and Script Editor.
Why the Correct Answer is Right: C is correct. Security group membership for CCE tool access is managed directly in Active Directory (AD). The CCE installer creates specific AD security groups (e.g., UCCEConfig, UCCEScript) during installation. Administrators add user accounts to these AD security groups to grant access to Configuration Manager, Script Editor, and other CCE tools. This is documented in the Cisco CCE Installation Guide.
Why Each Incorrect Answer is Wrong: A is wrong because CCE Admin page manages CCE operational objects (agents, teams, skill groups) but does not control Windows Active Directory security group membership for tool access. B is wrong because Domain Manager is not a standard CCE component-it is not the interface used to manage AD security group membership. D is wrong because Configuration Manager itself requires the user to already have appropriate AD group membership before they can access it-it cannot be used to grant access to itself.
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NEW QUESTION # 18
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