Cisco Cisco Unified Contact Center Enterprise Specialist 500-443 Questions & Answers

• Question 11:

  Which protocol is used by UCCE/PCCE to communicate with CUCM?

  A. H323

  B. TAPI

  C. JTAPI

  D. SIP

  Correct Answer: C

• Question 12:

  What are two core components of PCCE? (Choose two.)

  A. CVP Call/VXML Server

  B. Agent PG A and B side

  C. Cisco ECE Services Server

  D. CVP Reporting Server

  E. Cisco ECE Web server

  Correct Answer: AB

• Question 13:

  Which protocol is used by CVP to communicate to VRU PG?

  A. GED-125

  B. GED-155

  C. GED-12.5

  D. GED-256

  Correct Answer: B

• Question 14:

  What are two XML files that will be backed up when the Disaster Recovery System performs a cluster-level backup? (Choose two.)

  A. drfSchedule.xml

  B. drfDevice.xml

  C. drfDeviceProfle.xml

  D. drfPlatform.xml

  E. drfSystem.xml

  Correct Answer: AE

• Question 15:

  What are two mandatory ICM AW configurations to get the PCS working properly? (Choose two.)

  A. Configure the Survey DN, CT and associate with the Survey routing script.

  B. Set “user.microapp.isPostCallSurvey” to y after either the label node or the Queue to Skillgroup/PQ node in the initial incoming DN routing script logic.

  C. Set “user.microapp.isPostCallSurvey” to n before either the label node or the Queue to Skillgroup/PQ node in the initial incoming DN routing script logic.

  D. Create a new call type for Post Call Survey, map incoming dialed number to a survey dialed number pattern, and associates the survey dialed number patterns to the survey call type.

  E. Create a new call type for Post Call Survey, map survey dialed number pattern to the incoming dialed number, and associate the incoming dialed number patterns to the survey call type.

  Correct Answer: AB

• Question 16:

  What are two descriptions for JNDI? (Choose two.)

  A. a method for querying and updating data in a database

  B. designed to be independent of any specific directory service implementation so a variety of directories can be accessed

  C. a script that provides call routing

  D. an API that defines how a client may access a database

  E. an API that provides naming and directory functionality to applications

  Correct Answer: BE

• Question 17:

  What are two ways the Call Studio Application is built or executed? (Choose two.)

  A. VXML Server and Virtual Voice Browser execute the VXML application to provide service to the caller.

  B. Upload the Call Studio project to the Virtual Voice Browser (WB) server, where it resides as an application.

  C. The project is built using WB.

  D. The project is built using Call Studio.

  E. VXML Application can be called up via a CCE Routing Script using the Send to VRU Script node.

  Correct Answer: AE

• Question 18:

  ABC customer implemented Post Call Survey (PCS) for all Customer calls. However, the PCS flow did not engage for any of the calls. The CVP logs did not show any pieces of evidence that PCS requests had been made for the Caller. What is the first thing that should be verified as part of troubleshooting in this scenario?

  A. Validate user.microapp.isPostCallSurvey variable being set to y in the Main Routing Script.

  B. Check if the caller DN settings on SPOG has PCS enabled.

  C. Check if the Survey DN has a valid Call type and is associated with the routing script to play desired prompts.

  D. Check if the caller DN settings on SPOG has valid PCS DN patterns configured.

  Correct Answer: C

• Question 19:

  Which Routing Script logic helps to invoke the Post Call Survey successfully?

  A. If the script completes after going to an Agent, the call is directed to the Post Call Survey dialed number.

  B. To offer the PCS for all incoming DNs, there is no need to explicitly set the variable in the Main script. It is set to n by default.

  C. If the script completes without going to an Agent, the call is directed to the Post Call Survey dialed number.

  D. To offer the PCS for specific incoming DN's, the variable needs to be set in the Main script explicitly as n.

  Correct Answer: C

• Question 20:

  When an explicit or implicit Send to VRU node is encountered, a default Label is returned to CVR This Label, along with a unique correlation ID, is delivered to CVR The CVP delivers this string via SIP invite to the Virtual Voice Browser (WB). At this point, which two actions does the WB take? (Choose two.)

  A. The WB will check if a media server is set up or not.

  B. The WB will drop the call.

  C. The WB will ask the ICM script for instruction.

  D. The comprehensive WB script will initiate an RTP session between the Ingress Gateway and an allocated WB

  E. It invokes a comprehensive application in the Virtual Voice Browser.

  Correct Answer: CD