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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Topic 2: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 3: Advanced Configuration | 20% | - Implement VXML applications - Configure RONA support - Configure roles and departments |
| Topic 4: Configuration and Implementation | 20% | - Utilize Finesse administration tool - Configure agent teams and supervisors - Implement precision routing |
| Topic 5: Basic Calls and Agent Settings | 20% | - Build basic ICM scripts - Configure basic agent functionality - Configure basic call treatment - Deploy basic call settings |
| Topic 6: Overview | 20% | - Explain call flow - Describe access tools - Describe CCE components and architecture - Understand Contact Center basics |
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NEW QUESTION # 28
What are two tools an Agent Desktop Admin Role can access? (Choose two.)
Answer: C,D
Explanation:
In Cisco CCE, role-based access control defines which administrative tools different user roles can access.
The Agent Desktop Admin Role is specifically scoped to managing the agent desktop experience in Finesse.
Why the Correct Answer is Right: C is correct because the Agent Desktop Admin Role has access to configure Reason Codes in Finesse. Reason Codes are desktop-level configurations that define the options agents see when going to Not Ready or logging out-directly within the scope of desktop administration. D is correct because Workflows are configurable desktop automation rules that trigger actions based on call events. Managing Workflows falls within the Agent Desktop Admin Role's scope as a Finesse desktop configuration object.
Why Each Incorrect Answer is Wrong: A is wrong because Script Editor requires ICM Script Admin Role-it is a routing/scripting tool, not a desktop administration tool. B is wrong because Call Trace is a diagnostic tool requiring higher-level administrative access, not part of the Agent Desktop Admin Role's tool set. E is wrong because Config Manager Tools require the Config Manager Admin Role with significantly higher privileges than the Agent Desktop Admin Role.
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NEW QUESTION # 29
What are two possible Outbound Dialing Modes?
Answer: A,C
Explanation:
Cisco CCE Outbound Option provides automated outbound calling capabilities. Different dialing modes offer varying levels of automation and agent involvement in the outbound call process.
Why the Correct Answer is Right: B is correct because Preview Mode is a standard outbound dialing mode where the agent receives the customer record and can review it before the system places the outbound call.
The agent has control to accept, skip, or reject the record. E is correct because Predictive Mode is an automated dialing mode where the outbound dialer predicts agent availability and automatically places calls ahead of agents becoming free, maximizing agent talk time. Both are documented in Cisco Outbound Option guides.
Why Each Incorrect Answer is Wrong: A is wrong because 'Direct Predictive Mode' is not a named outbound dialing mode in Cisco documentation-standard modes are Preview, Progressive, Predictive, and Direct Preview. C is wrong because 'Progression Mode' is not a standard Cisco outbound dialing mode name-the correct term is 'Progressive Mode.' D is wrong because 'Accept Mode' is not a recognized Cisco Outbound Option dialing mode designation.
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NEW QUESTION # 30
How can the Extension Mobility feature be described?
Answer: A
Explanation:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_5_2/ccmfeat/CUCM_BK_C3A84B33_0 The correct answer is C.The Extension Mobility feature can be described as follows1:
* The Cisco Unified CM feature that allows Agents to temporarily access their Cisco Unified IP Phone configuration, such as line appearances, services, and speed dials, from other Unified IP Phones1.
* The feature enables users to log in to any phone that supports Extension Mobility and use it as their own phone1.
* The feature supports both intra-cluster and cross-cluster scenarios, where users can log in to phones that are located within the same or different Unified CM clusters1.
The other options are incorrect because:
* Option A is incorrect because the device profile needs to be created in Unified CM, not CCE, and associated with the user, not the agent1.
* Option B is incorrect because only the device profile needs to be added to the pg user account, not the phone2.
* Option D is incorrect because the Extension Mobility Cross Cluster works on phones that are located in different Unified CM clusters, not the same cluster1.
Extension Mobility is a feature of Cisco Unified Communications Manager (CM) that allows users to temporarily access their personal phone settings, such as line appearances, services, and speed dials, on different Cisco Unified IP Phones. This feature is particularly useful in environments where users change workspaces frequently or share workspaces with others.References:Cisco Unified CM's official documentation provides comprehensive details on the Extension Mobility feature, including its setup, configuration, and usage.
NEW QUESTION # 31
What are two channels or features supported by ECE? (Choose two.)
Answer: A,D
Explanation:
the two channels or features supported by the Cisco Enterprise Chatbot Engine (ECE) are Chat and Email.
Enterprise Chat and Email (ECE) supports multiple channels or features, including:B.Chat:ECE provides a comprehensive chat solution that allows agents to interact with customers in real-time, offering support and assistance through web chat.E.Email:ECE also supports email interactions, enabling agents to manage and respond to customer inquiries received via email, with features such as automated responses and email queuing.References:Cisco's documentation on Enterprise Chat and Email (ECE) details the supported channels and features, including chat and email capabilities for enhanced customer interaction.
NEW QUESTION # 32
What is the maximum number of attributes that can be assigned to an Agent?
Answer: C
Explanation:
In Cisco CCE Precision Routing, Attributes are characteristics assigned to agents (e.g., language, product knowledge, skill level) that Precision Queues use to route calls to the best-matched agent. System limits govern how many attributes one agent can carry.
Why the Correct Answer is Right: B is correct. Cisco's official documentation for CCE Precision Routing specifies a maximum of 50 attributes per agent. This hard limit is imposed by the system's data model and is documented in the Cisco Unified Contact Center Enterprise Features Guide.
Why Each Incorrect Answer is Wrong: A is wrong because 40 is below the actual limit and does not correspond to any documented system boundary for agent attributes. C is wrong because 200 exceeds the per- agent limit; while CCE may support up to 200 attributes system-wide, the per-agent assignment limit is 50. D is wrong because 500 is far above the documented limit and would be architecturally impractical given the attribute matching logic used by Precision Queues during routing decisions.
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NEW QUESTION # 33
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