Cisco Cisco Unified Contact Center Enterprise Specialist 500-440 Questions & Answers

• Question 41:

  Refer to the exhibit.

  

  Which includes three inbound call flows with their respective average handle times. The deployment includes Cisco Unified Contact Center Enterprise, Cisco Unified Customer Voice Portal, Cisco Unified Communication Manager, and Cisco Unified Border Element. The customer needs to record all agent conversations with callers. What is the minimum average handle time needed to determine how many recording ports are required?

  A. 290.0 seconds

  B. 259.5 seconds

  C. 146.9 seconds

  D. 117.5 seconds

  Correct Answer: C

• Question 42:

  In Cisco Finesse, which two workflow action types can be configured via the administration page? (Choose two.)

  A. Agent Notification

  B. Browser Pop

  C. Timer Action

  D. HTTP Request

  E. Run Macro

  Correct Answer: BD

• Question 43:

  Which Cisco Unified Customer Voice Portal Call Studio scripts are allowed to be modified for the Courtesy Callback feature?

  A. BillingQueue, Callback Engine, CallbackEntry, CallbackQueue, CallbackWait

  B. Billing, Callback Engine, CallbackEntry, CallbackQueue, CallbackWait

  C. BillingQueue, Callback Engine, CallbackEntry, CallbackBilling, CallbackWait

  D. BillingQueue, CallbackEntry, CallbackWait

  E. BillingQueue, Callback Engine, CallbackEntry

  F. Billing, CallbackEntry, CallbackWait

  Correct Answer: D

• Question 44:

  Refer to the exhibit.

  

  In a Cisco Finesse 10.0(x) deployment, in Supervisor Gadget under the Queue Statistics pane, which option describes what the Other column represents?

  A. number of agents assigned to the queue who are on inbound calls

  B. number of calls handled by the agents associated with that queue

  C. number of agents assigned to the queue who are on outbound calls

  D. number of agents assigned to the queue who are on internal consult calls

  E. number of agents assigned to the other queues

  Correct Answer: D

• Question 45:

  In Cisco Finesse 10.0(x), a supervisor has the capability to Monitor, Intercept, and Barge an agent call. Under which condition can a supervisor successfully intercept the call?

  A. after a supervisor has started monitoring a call

  B. after a supervisor has barged into a call

  C. after a supervisor has selected a talking agent for monitoring

  D. after a supervisor has conferenced into a call

  E. after a supervisor has transferred the call

  Correct Answer: B

• Question 46:

  Which four functional limitations are Whisper Announcements subject to? (Choose four.)

  A. Announcements do not play for outbound calls made by an agent.

  B. For a Whisper Announcement to work with agent-to-agent calls, use the SendToVRU or TranslationRouteToVRU node after you send the call to the agent.

  C. Announcements do not play when the router selects the agent through a label node.

  D. CVP Transfers do not support Whisper Announcements.

  E. Whisper Announcements do not support Silent Monitoring.

  F. Only one announcement can play for each call.

  G. While an announcement plays, you cannot put the call on hold, transfer, or conference; release the call; or request supervisor assistance.

  H. Whisper Announcements are not supported in a Mobile Agent deployment.

  Correct Answer: ACFG

• Question 47:

  The Cisco Finesse in a Cisco Unified Contact Center Enterprise deployment includes the Tomcat service. Which three applications does the Tomcat service contain? (Choose three.)

  A. Finesse desktop application

  B. Finesse REST API

  C. Finesse VXML applications

  D. Finesse HTTP server

  E. Finesse administration application

  F. Finesse CTI Object application

  Correct Answer: ABE

• Question 48:

  The Cisco Finesse supervisor features extend the agent desktop with additional gadgets. Which three additional features are provided? (Choose three.)

  A. team performance gadget to view agent status

  B. queue statistics gadget to view queue (skill group) statistics for the supervisor's queues

  C. Cisco Unified Communications Manager Remote Silent Monitoring

  D. barge-in and intercept

  E. gadget to park calls

  F. transcoder gadget for recording

  Correct Answer: ABD

• Question 49:

  Which two statements about Cisco Unified Customer Voice Portal Whisper Announcements are true? (Choose two.)

  A. In Whisper Announcements, wave files must match Cisco Unified CVP encoding and format requirements (G.711, CCITT A-Law 8 kHz, 8 bit, mono).

  B. The maximum play time for a Whisper Announcement is subject to a timeout (default 45 sec).

  C. A maximum of two Whisper Announcements can play for each call.

  D. In Whisper Announcements, wave (.wav) is the only supported file type.

  E. While a Whisper Announcement is playing, the agent can put the call on hold.

  Correct Answer: AD

• Question 50:

  Which three statements about Courtesy Callback are true? (Choose three.)

  A. Courtesy Callback reduces the time callers have to wait in a queue.

  B. Courtesy Callback enables Cisco Unified Communication Manager to offer callers (who meet your criteria) the option to receive a courtesy callback by the system instead of waiting in the queue.

  C. The caller who has been queued by Cisco Unified Communication Manager can hang up and subsequently be called back when an agent is close to becoming available (preemptive callback).

  D. Courtesy Callback does not change the time a customer must wait to be connected to an agent.

  E. If the caller decides to be called back by the system, they leave their name and the time they want to be callback.

  F. You can schedule a callback for a specific time.

  G. Courtesy Callback is supported only with Cisco Voice Gateway.

  H. Courtesy Callback is not allowed with Agent Request API.

  Correct Answer: ADG