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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - AI-powered routing and automation - Analytics and optimization - Third-party integrations and APIs - Advanced workflow design |
| Tenant Configuration and Reporting | 30% | - User and team configuration - Network requirements for Webex Contact Center - Call recording configuration - Reporting dashboards and visualizations - Agent and supervisor desktop setup |
| Telephony and Call Routing | 30% | - Telephony integration configuration - Voice channel troubleshooting - Inbound and outbound telephony settings - Webex Contact Center telephony architecture options - Voice call routing components configuration |
| Digital Channels | 15% | - Digital channel troubleshooting - Digital contact routing configuration - Chat, email, SMS, social media channel integration |
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NEW QUESTION # 72
A company wants to provide business continuity if WAN connectivity to Webex Calling is interrupted. Which Cisco solution supports local call survivability?
Answer: D
Explanation:
A Survivable Gateway enables local call processing functionality during WAN or cloud outages.
Phones can continue placing internal and limited PSTN calls even if connectivity to Webex Calling services fails. Edge Audio and Emergency Responder address different collaboration requirements unrelated to local survivability.
NEW QUESTION # 73
What are two characteristics of the Microsoft Dynamics 365 Connector integration for Cisco Webex Contact Center? (Choose two.)
Answer: A,E
Explanation:
The Microsoft Dynamics 365 connector provides CRM integration from the Webex Contact Center agent experience and includes configuration that allows agent workflows and screen-pop behavior to be customized around Dynamics records. Cisco's Dynamics integration guide describes installing the CRM connector, configuring the channel provider, and customizing screen-pop and workflow behavior using parameters and variables. OAuth certificate-based authentication is also part of secure connector authorization patterns used in Cisco integration workflows where an application uses certificate/private-key material instead of a simple shared secret. Agent state syncing between platforms is not the defining connector characteristic in this option set; there are synchronization features involving Webex App or CRM presence, but the connector question is focused on Dynamics connector capabilities. TLS encryption is expected for HTTPS communications but is too generic to be a distinctive answer. Read-only/read-write is not the pair Cisco emphasizes for this connector question. Reference: Cisco Help, Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365; Configure custom connector for Webex Contact Center.
NEW QUESTION # 74
An administrator is designing a flow in Webex Connect that includes a Scheduled Callback activity node.
Which two values must be provided to configure the Scheduled Callback node successfully? (Choose two.)
Answer: B,D
Explanation:
A Scheduled Callback activity must know when the callback should occur and the timezone in which that schedule should be interpreted. Cisco's callback scheduling API and Webex Connect scheduling behavior use normalized date/time inputs so a callback is created at the expected customer time. The date format in the answer set is YYYY-MM-DD, which is the standard year-month-day format used by modern APIs and scheduling fields. The timezone is required because the same date and time can represent different UTC instants depending on the caller's or business's region. Customer name and phone ANI may be useful data in a broader callback workflow, but they are not the two key values asked here for configuring the Scheduled Callback node successfully. The YYYY-DD-MM format is not the accepted ordering and would create ambiguous or invalid schedules. The correct pair is therefore schedule date in YYYY-MM-DD format and schedule timezone. Reference: Webex Developer, Callback Schedule API; Webex Connect Help, Event Scheduler and scheduled flow activities.
NEW QUESTION # 75
A supervisor within your organization must be able to record agent desktop screens with call audio to enhance application usage and process compliance during customer interactions in Webex Contact Center.
Which two functionalities must the administrator configure to ensure that the feature is properly set up and working correctly? (Choose two.)
Answer: B,C
Explanation:
Screen recording with call audio in Webex Contact Center is a quality-management capability, not a generic flow or Webex Connect capability. Cisco positions Webex Workforce Optimization as the suite for quality management, workforce management, and related supervisor quality workflows. Screen recording requires the WFO quality management components and the proper Quality Management entitlement or license. Custom connectors to conversation intelligence platforms may export or analyze conversation data, but they do not create the native supervisor screen-recording capability. Webex Connect is the CPaaS/digital-channel automation platform and is not used to capture agent desktop screens with call audio. Calabrio ONE is historically associated with workforce optimization, but the Cisco answer pattern for current Webex Contact Center setup is Webex WFO plus the Quality Management license. That combination gives supervisors the recording and evaluation layer needed to review agent application usage and process compliance. Reference:
Cisco Help, Webex Contact Center Setup and Administration Guide; Webex Contact Center Data Sheet.
NEW QUESTION # 76
A Webex Contact Center Administrator trying to troubleshoot a flow design. The flow will play a message to the caller and will proceed to execute a Webex AI agent for further call processing. While troubleshooting the flow, the administrator notices that only Webex CCAI Config is present in the Virtual Agent field. The administrator verified that Webex AI agents are licensed for the organization and are ready for use within the flow.
Which action must the administrator take to resolve the issue?
Answer: B
Explanation:
Webex AI Agents are exposed in newer Flow Designer behavior through the Virtual Agent V2 node. If the administrator only sees Webex CCAI Config in the Virtual Agent field, they are looking at the older virtual agent configuration path rather than the node that supports Webex AI Agents. Cisco's Webex AI Agent documentation distinguishes AI Agent Studio assets and the flow nodes used to connect callers to AI agents.
Reloading Flow Designer would not change the node capability if the wrong activity is selected. Typing the AI agent name manually into a field is not a supported way to bind an unavailable agent object. Creating a generic connector in Control Hub is also not the fix when the organization already has Webex AI agents licensed and ready. The correct operational step is to use the Virtual Agent V2 node, which is designed for the newer Webex AI Agent integration. Reference: Cisco Help, Webex AI Agent Studio Administration guide; Configure Virtual Agent-Voice in Webex Contact Center.
NEW QUESTION # 77
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