Cisco 600-455 Online Practice Questions and Exam Preparation

Cisco 600-455 Online Questions & Answers

• Question 71:

  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.
  A. Courtesy Callback reduces the time callers have to wait in a queue.
  D. Courtesy Callback does not change the time a customer must wait to be connected to an agent.
  G. Courtesy Callback is supported only with Cisco Voice Gateway.

• Question 72:

  Which four items are factors of bandwidth requirements for the visible network connection between the Cisco Unified Contact Center Enterprise Agent Peripheral Gateway and the call router? (Choose four.)

  A. busy hour call attempts
  B. number of skill groups per agent
  C. number of agents
  D. number of call types
  E. percent of traffic with Courtesy Callback
  F. number of call and ECC variables
  G. number of concurrent real-time reports
  H. percent of traffic requires Agent Greeting
  I. percent of traffic requires Whisper Announcements
  A. busy hour call attempts
  B. number of skill groups per agent
  C. number of agents
  F. number of call and ECC variables

• Question 73:

  In the Cisco Unified Contact Center Enterprise solution with clustering over the WAN, which statement about the Cisco Unified Communications Manager peripheral gateway duplex pair is true?

  A. Each side of the peripheral gateway pair (side A and side B) must be configured to point to a local and a remote CTI Manager across the WAN from the PG location.
  B. The peripheral gateway private network may be shared with any other private connections--peripheral gateways or call routers/loggers.
  C. The peripheral gateway may use the highly available WAN connection between the sites (visible network) for all traffic--visible and private.
  D. The peripheral gateways must be co-located at one side or the other of the Cisco Unified Communications Manager cluster.
  B. The peripheral gateway private network may be shared with any other private connections--peripheral gateways or call routers/loggers.

• Question 74:

  With Cisco Unified Contact Center Enterprise, what is the maximum number of skill groups in a Cisco Finesse Queue gadget?

  A. 100
  B. 15
  C. 50
  D. 20
  C. 50

• Question 75:

  In the Cisco Unified Contact Center Enterprise Outbound Option with SIP Dialer, in which order does the Campaign Manager process perform record queries to send them to Dialer for dialing?

  A. pending contacts, callbacks, retries
  B. callbacks, retries, pending contacts
  C. retries, callbacks, pending contacts
  D. pending contacts, pending callbacks, pending retries
  B. callbacks, retries, pending contacts

• Question 76:

  Which two statements about the Cisco Unified Contact Center Enterprise clustering over the WAN deployment model are true? (Choose two.)

  A. With Cisco Unified Computing System C-Series Servers, you must deploy dual SAN on each data center.
  B. The visible network that supports the communication between Cisco Unified Communications Manager subscriber nodes must be highly available and designed with no single point of failure.
  C. Agents at remote locations must be registered to only one data center for their Cisco Unified IP Phone connections if they are using Cisco Finesse.
  D. Cisco Unified Contact Center Enterprise IVR Peripheral Gateway cannot be split between the data center locations to maintain a local JTAPI connection for call control.
  E. Cisco Unified Communications Manager Peripheral Gateways that are split between the two data centers can share the same private network connection as the central controller (router and logger) components.
  B. The visible network that supports the communication between Cisco Unified Communications Manager subscriber nodes must be highly available and designed with no single point of failure.
  E. Cisco Unified Communications Manager Peripheral Gateways that are split between the two data centers can share the same private network connection as the central controller (router and logger) components.

• Question 77:

  Which three statements about the Cisco Unified Customer Voice Portal Post Call Survey are true? (Choose three.)

  A. For reporting purposes, the Post Call Survey call has the same CallGUID and call context as the original inbound call.
  B. For reporting purposes, the Post Call Survey call has the ICM Router Key and call context from the original inbound call.
  C. The call context for the Post Call Survey includes all contexts up to the point where the call is transferred to the agent. Context that the agent creates after the transfer is not included in the Post Call Survey context.
  D. This feature lets you configure a call flow that, after the caller disconnects from the agent, optionally sends the call to a dialed number configured for a Post Call Survey.
  E. If you want to use the Post Call Survey feature through Unified CVP, you must configure it on the reporting server. Also, you can configure the Unified ICM script to toggle the use of Post Call Survey off and on.
  F. If you want to use the Post Call Survey feature through Unified CVP, you must configure it on the call server. Also, you can configure the Unified ICM script to toggle the use of Post Call Survey off and on.
  A. For reporting purposes, the Post Call Survey call has the same CallGUID and call context as the original inbound call.
  C. The call context for the Post Call Survey includes all contexts up to the point where the call is transferred to the agent. Context that the agent creates after the transfer is not included in the Post Call Survey context.
  F. If you want to use the Post Call Survey feature through Unified CVP, you must configure it on the call server. Also, you can configure the Unified ICM script to toggle the use of Post Call Survey off and on.

• Question 78:

  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
  A. team performance gadget to view agent status
  B. queue statistics gadget to view queue (skill group) statistics for the supervisor's queues
  D. barge-in and intercept

• Question 79:

  Which option describes the impact of using a Requalify Call node in a routing script for the Cisco Unified Contact Center Enterprise (UCCE) system?

  A. The call type is changed and continues the current script execution.
  B. The call is reset to the new call type, like a new call with all counters reset to zero.
  C. There is no impact, and the call type is used only for the initial script selection process.
  D. The call is reclassified and the system executes a new routing associated with that call type.
  D. The call is reclassified and the system executes a new routing associated with that call type.

• Question 80:

  Refer to the exhibit.

  

  In Cisco Finesse 10.0(x), when agents login into the desktop as a Mobile Agent, which number is used in the highlighted Extension field?

  A. the local CTI port dialed number
  B. the remote CTI port dialed number
  C. agent PSTN number (accessible from CUCM/GW)
  D. agent ID
  E. agent reservation script dialed number
  A. the local CTI port dialed number