500-442 Administering Cisco Contact Center Enterprise (CCEA)

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Cisco · 500-442

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Question 1

Multiple choice

What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose two.)

A
The voice gateway may modify the digits presented to downstream devices.
B
The voice gateway provides IVR functionality in a Contact Center deployment.
C
The PSTN is responsible for delivering the inbound call to a voice gateway.
D
The PTSN is responsible for routing the call to the agent.
E
The voice gateway is responsible for routing the call to the agent.

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Correct answersC, E

Question 2

Single choice

Which script mode is in use if the script's appearance has changed to a bright white background with black dots?

A
Monitor
B
Edit
C
Browse
D
Quick Edit

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Correct answerD

Question 3

Single choice

How are additional ICM Tools added?

A
Script Editor is available in the PG and ICM Router server.
B
PG Server node will add the additional tools provided in the Administration Tools folder.
C
Admin Server node will add the additional tools provided in the Administration Tools folder.
D
The Logger Server node will add the additional tools provided in the Administration Tools folder.

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Correct answerB

Question 4

Single choice

Where should the RONA setting be positioned the highest?

A
on CVP OPS console
B
on the phone in CUCM
C
on the desk setting on UCCE
D
on the script in UCCE

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Correct answerC

Question 5

Multiple choice

What are two purposes of Cisco Unified Intelligence Center? (Choose two.)

A
allows agents to re-skill to a different skill group or team
B
automates Text to Voice Bot Configurations
C
allows different groups of users to configure APIs based on their roles
D
obtains data from the base solution's database, known as Data Sources
E
customizes the visual presentation of the reports

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Correct answersD, E

Question 6

Multiple choice

In CCE deployments, which two configuration tasks can be performed via the Finesse Server Administration page? {Choose two.)

A
Routing Layouts
B
Workflows
C
Routing scripts
D
Skill-groups
E
Reason Codes

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Correct answersB, E

Question 7

Single choice

How many teams can an Agent be a part of?

A
1
B
2
C
3
D
unlimited

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Correct answerA

Question 8

Single choice

When is the IVR leg established in a CCE Call Flow?

A
when CVP establishes an HTTP link with the VXML Server
B
when CVP establishes an HTTP link with the Media Server
C
when CVP establishes an HTTP link with theVVB(or IOS VXML Gateway)
D
when the Ingress Gateway delivers a SIP invite message to the CVP server

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Correct answerC

Question 9

Single choice

How does Precision Queue allow callers to reach an Agent that is different from Skill groups?

A
the number of calls the agent has taken
B
the Weight of the attribute
C
the agent with the Most Attributes
D
Longest Available

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Correct answerB