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| Section | Weight | Objectives |
|---|---|---|
| Advanced Configuration | 20% | - Configure roles and departments - Implement VXML applications - Configure RONA support |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Basic Calls and Agent Settings | 20% | - Configure basic agent functionality - Build basic ICM scripts - Configure basic call treatment - Deploy basic call settings |
| Configuration and Implementation | 20% | - Implement precision routing - Utilize Finesse administration tool - Configure agent teams and supervisors |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Overview | 20% | - Explain call flow - Describe access tools - Describe CCE components and architecture - Understand Contact Center basics |
The Administering Cisco Contact Center Enterprise (500-442) certification has become a basic requirement to advance rapidly in the information technology sector. Since Cisco 500-442 actual dumps are vital to prepare quickly for the examination. Therefore, you will need them if you desire to ace the Administering Cisco Contact Center Enterprise (500-442) exam in a short time.
NEW QUESTION # 32
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment? (Choose two.)
Answer: C,E
Explanation:
In Cisco CCE, ICM (Intelligent Contact Management) is the routing brain. Before agents can receive calls, several configuration objects must be established to define agent competencies and behavior.
Why the Correct Answer is Right: A is correct because Skill Groups define the competencies an agent possesses (billing, technical support), and Skill Targets link agents to those groups-without this, the ICM routing script has no agent pool to select from. B is correct because Agent Desk Settings define how an agent interacts with the desktop, including wrap-up timers, reason codes, and auto-answer behavior-these must be configured and assigned for proper functionality.
Why Each Incorrect Answer is Wrong: C is wrong because Route Teams are a CCE construct but not a prerequisite for basic agent functionality. D is wrong because Agent Route Groups relate to routing logic groupings but are not among the primary prerequisites for basic agent operation. E is wrong because while administrators need accounts, configuring administrators is not an ICM task enabling agent functionality.
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NEW QUESTION # 33
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)
Answer: B,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 # 34
Which two components must a script be associated with to run? (Choose two.)
Answer: D,E
Explanation:
For a script to run in a Cisco Contact Center environment, it must be associated with:D.Call Type:Call Types categorize calls based on their characteristics or how they should be handled. Associating a script with a Call Type allows the system to execute the script for calls of that category, applying the specific routing logic defined in the script.E.Dialed Number (DN):The Dialed Number is used to identify the call's intended destination or service. Associating a script with a Dialed Number allows the system to trigger the script when a call is received on that number, ensuring that calls are processed according to the routing logic defined for that DN.References:Cisco scripting and configuration documentation for Contact Center solutions detail how scripts are associated with Call Types and Dialed Numbers to control call routing and processing.
NEW QUESTION # 35
What is the goal of identifying a call type?
Answer: D
NEW QUESTION # 36
When is the IVR leg established in a CCE Call Flow?
Answer: C
NEW QUESTION # 37
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