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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Basic Calls and Agent Settings | 20% | - Configure basic call treatment - Build basic ICM scripts - Configure basic agent functionality - Deploy basic call settings |
| Topic 2: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 3: Advanced Configuration | 20% | - Configure roles and departments - Implement VXML applications - Configure RONA support |
| Topic 4: Overview | 20% | - Describe CCE components and architecture - Describe access tools - Explain call flow - Understand Contact Center basics |
| Topic 5: Configuration and Implementation | 20% | - Utilize Finesse administration tool - Implement precision routing - Configure agent teams and supervisors |
| Topic 6: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
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NEW QUESTION # 11
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor. Where can this task be accomplished?
Answer: A
NEW QUESTION # 12
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)
Answer: A,B
Explanation:
Cisco CVP plays audio media files to callers during IVR interactions. These files must conform to specific technical specifications to be supported by CVP and properly rendered by the VVB or VXML gateway.
Why the Correct Answer is Right: B is correct because CVP supports G.711 mu-law (North America/Japan) and G.711 a-law (Europe/international) encoding for audio files. These are the two standard PCM codec variants used in telephony audio, documented in the Cisco CVP Administration Guide. E is correct because the required audio file format for CVP media files is WAV (.wav). The file must be in a specific WAV format (8kHz, 8-bit, mono) to be properly played by the IVR system.
Why Each Incorrect Answer is Wrong: A is wrong because MP3 format is not supported by Cisco CVP for media files-MP3 uses lossy compression incompatible with CVP's media rendering requirements. C is wrong because while G.729 is a valid VoIP codec for call compression, CVP media files must be in G.711 format. D is wrong because the maximum media file size of 40 MB is not a documented official CVP constraint.
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NEW QUESTION # 13
Which variable remains available to all scripts in the system until reset?
Answer: A
Explanation:
In the context of Cisco Contact Center scripting, the User variable is designed to remain available and retain its value across all scripts in the system until it is explicitly reset. User variables are typically used to store information that needs to be accessible throughout the entire call lifecycle and across different scripts, making them ideal for tracking call context, caller information, or other persistent data.References:Cisco's scripting documentation for Contact Center solutions explains the different types of variables, including the User variable, and their scopes and lifecycles within the contact center scripting environment.
NEW QUESTION # 14
Which communication protocol is being used between PG/Router and Live Data to generate report information?
Answer: A
Explanation:
Cisco Live Data is a real-time reporting subsystem that streams agent and call data to CUIC and Finesse. It requires a specific high-speed protocol to handle the stream of real-time events from the CCE routing components.
Why the Correct Answer is Right: C is correct. TIP (Transmission Interface Protocol) is the Cisco proprietary protocol used for real-time communication between the PG/Router and Live Data components. TIP carries event-driven messaging about agent states, call events, and routing decisions in real time, enabling the Live Data subsystem to generate up-to-the-second reports.
Why Each Incorrect Answer is Wrong: A is wrong because TCP is a generic transport protocol-while TIP may run over TCP/IP at the transport layer, the application-layer protocol between PG/Router and Live Data is specifically TIP. B is wrong because HTTP is a web protocol used for browser-based interfaces and some REST APIs, but not for the PG/Router-to-Live-Data communication path. D is wrong because UDP is a connectionless protocol unsuitable for reliable real-time event delivery-CCE's critical state data requires reliable ordered delivery.
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NEW QUESTION # 15
In CCE deployments, which two configuration tasks can be performed via the Finesse Server Administration page? {Choose two.)
Answer: A,D
Explanation:
The Cisco Finesse Administration page is a web interface for configuring the agent and supervisor desktop experience. It manages Finesse-specific objects rather than CCE routing objects.
Why the Correct Answer is Right: B is correct because Workflows in Finesse define automated actions triggered by events (e.g., a screen pop when a call arrives). Workflows are created and managed directly from the Finesse Administration page and assigned to teams. E is correct because Reason Codes (Not Ready reasons, Logout reasons) are configured in the Finesse Administration page. These codes appear in agent desktop dropdown menus when agents change states.
Why Each Incorrect Answer is Wrong: A is wrong because 'Routing Layouts' is not a Finesse concept- desktop layout configurations are managed differently and are not called routing layouts. C is wrong because Routing Scripts are created and managed in the ICM Script Editor, not the Finesse Administration page. D is wrong because Skill Groups are configured in CCE Configuration Manager or CCE Admin, not in Finesse Administration.
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NEW QUESTION # 16
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