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500-442 Real Exam Questions

Administering Cisco Contact Center Enterprise (CCEA)

60 questions available · Page 1 of 6

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Question 1 Multiple choice

Which two steps are involved in configuring and evaluating business in an ICM script? (Choose two.)

  1. A

    Configure set variable in ICM script editor

  2. B

    Configure Business Hours under Organizational Setup > Business hours under CCE Admin

  3. C

    Use the expression BusinessHourStatus.<Calendar Name> . BusinessHours in the IF node.

  4. D

    Configure Business Hours under Organizational Setup > Departments under CCE Admin

  5. E

    Configure an IF node in ICM script editor

Show answer and explanation

Correct answers: B, C

Question 2 Single choice

In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?

  1. A

    ICM responds to the Route Request by running a Routing Script.

  2. B

    CVP delivers a Route Request to the ICM Central Controller.

  3. C

    CVP establishes an HTTP link with theVVB(or IOS VXML Gateway), establishing the IVR Leg of the call.

  4. D

    Using a configured Dial Peer, the Ingress Gateway delivers a SIP invite message to the CVP server.

Show answer and explanation

Correct answer: D

Question 3 Multiple choice

Which two servers can be accessed from the Web Administration tool? (Choose two.)

  1. A

    Rogger

  2. B

    PG

  3. C

    DCCMP

  4. D

    CVP

  5. E

    Finesse

Show answer and explanation

Correct answers: D, E

Question 4 Single choice

What does Precision Routing use to determine if an agent is part of its pool?

  1. A

    Skills

  2. B

    Attributes

  3. C

    Expressions

  4. D

    Teams

Show answer and explanation

Correct answer: B

Question 5 Single choice

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

  1. A

    Monitor

  2. B

    Edit

  3. C

    Browse

  4. D

    Quick Edit

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Correct answer: D

Question 6 Multiple choice

Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)

  1. A

    ICM script

  2. B

    Skill Targets

  3. C

    Network VRU

  4. D

    Call type

  5. E

    Media routing domain

Show answer and explanation

Correct answers: B, E

Question 7 Multiple choice

Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)

  1. A

    access a database and provide the caller with all the needed information to complete the transaction (Self Service)

  2. B

    TCP/IP connections through the network

  3. C

    reporting

  4. D

    heartbeat mechanism between Contact Center components

  5. E

    caller defines the reason for the call from several menu options

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Correct answers: A, E

Question 8 Single choice

What is the suggested mechanism to offer coaching to agents by supervisors?

  1. A

    TeamMessage

  2. B

    Desktop chat

  3. C

    Email

  4. D

    Whisper coaching

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Correct answer: D

Question 9 Single choice

Which server holds the .
wav files on a UCCE environment?

  1. A

    VXMLGW

  2. B

    CVP reporting server

  3. C

    ICM Router

  4. D

    Media Server

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Correct answer: D

Question 10 Multiple choice

What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to render reports? (Choose two.)

  1. A

    Cisco Unified Communication Manager Server

  2. B

    Cisco Customer Voice Portal Reporting Server

  3. C

    Cisco Data Browser

  4. D

    Cisco Administration Serverand Historical Data Server

  5. E

    Cisco Virtual Voice Browser

Show answer and explanation

Correct answers: B, D