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| Certification Vendor: | Cisco |
|---|---|
| Exam Name: | Administering Cisco Contact Center Enterprise |
| Exam Number: | 500-442 |
| Passing Score: | Variable (approx. 750-850 / 1000) |
| Certificate Validity Period: | 3 years |
| Real Exam Qty: | 45-55 |
| Available Languages: | English |
| Exam Format: | Drag and drop, Simulations, Multiple choice |
| Exam Price: | $300 USD |
| Related Certifications: | Cisco Certified Specialist - Collaboration Applications |
| Exam Duration: | 90 minutes |
| Recommended Training: | Understanding Cisco Contact Center Enterprise Foundations (CCEF) Administering Cisco Contact Center Enterprise (CCEA) |
| Exam Registration: | Pearson VUE |
| Sample Questions: | Cisco 500-442 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE test centers |
| Pre Condition: | No mandatory prerequisites; recommended knowledge: basic networking, Windows Active Directory, SQL, Unified Communications Manager, voice gateways |
| Official Syllabus URL: | https://www.cisco.com/c/en/us/training-events/training-certifications/exams/current-list/administering-cisco-contact-center-enterprise-ccea.html |
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Cisco is a globally recognized technology company that offers top-of-the-line networking and communication solutions. If you are seeking a career in the technical field and specifically in contact center enterprise administration, then the Cisco 500-442 (Administering Cisco Contact Center Enterprise) certification exam is ideal for you.
Cisco 500-442 Certification Exam consists of 60-70 questions that must be completed within 90 minutes. 500-442 exam is computer-based and can be taken at any Pearson VUE testing center. The passing score for the exam is 70%, and the exam fee is $300.
NEW QUESTION # 33
What value is used for Variable REQUERY_NO ANSWER?
Answer: C
Explanation:
In Cisco CCE routing scripts, the REQUERY variable is used to identify the reason a call is being re- submitted to the routing script (a re-query). Different numeric values indicate different re-query reasons, enabling scripts to handle each scenario appropriately.
Why the Correct Answer is Right: C is correct. The value 3 is the defined constant for REQUERY_NO_ANSWER in Cisco CCE ICM scripting. This value is returned when a call was presented to an agent who did not answer, and the system is re-queuing the call for routing. Script nodes check this variable to determine how to handle the re-queued call. This is documented in the Cisco ICM Scripting and Media Routing Guide.
Why Each Incorrect Answer is Wrong: A is wrong because value 1 typically corresponds to REQUERY_BUSY-indicating the agent extension was busy when the call was delivered. B is wrong because value 2 is typically used for REQUERY_TRANSFER_FAILED-indicating a call transfer attempt failed. D is wrong because value 4 is not the standard documented value for REQUERY_NO_ANSWER-the defined values are specific constants that must be used accurately in scripting logic.
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NEW QUESTION # 34
Which microapp is used to gather information from the caller?
Answer: A
Explanation:
The Get Speech microapp is used to gather information from the caller in Cisco Virtual Voice Browser (VVB). The Get Speech microapp allows customers to interact with the VVB system using natural language speech inputs, such as providing an account number, name, or address. This microapp uses Automatic Speech Recognition (ASR) technology to transcribe the caller's speech and provide the transcribed information to the next step in the call flow for further processing or routing.
It is worth noting that Get Digits microapp is used to gather DTMF digits from the caller.
NEW QUESTION # 35
How many teams can an Agent be a part of?
Answer: A
Explanation:
In Cisco Contact Center environments, an agent can theoretically be part of an unlimited number of teams.
This flexibility allows for complex organizational structures and routing strategies where agents might need to be associated with multiple teams based on their skills, responsibilities, or other operational requirements.References:Cisco UCCE or UCCX documentation that discusses agent and team configurations often outlines the capabilities and limitations related to team memberships for agents.
NEW QUESTION # 36
What are two tools an Agent Desktop Admin Role can access? (Choose two.)
Answer: B,E
Explanation:
the Agent Desktop Admin Role can access the Script Editor tool and the Config Manager Tools. The Script Editor tool allows agents to customize their scripts, while the Config Manager Tools allow administrators to manage their configuration settings across multiple devices.
An Agent Desktop Admin Role in Cisco's contact center solutions can access the following two tools:C.Reason Code:This tool allows the desktop admin to configure and manage the reason codes that agents can use to indicate their status (e.g., not ready, wrap-up). It's crucial for tracking and managing agent availability and productivity.D.Workflow:This tool enables the desktop admin to define and manage workflows on the agent desktop, which can automate tasks, present specific call-related information, or trigger alerts based on predefined conditions.References:Cisco Finesse documentation, which covers agent desktop customization and administration, provides details on the tools and capabilities available to desktop administrators, including reason codes and workflows.
NEW QUESTION # 37
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
NEW QUESTION # 38
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