Cisco 500-442 Administering Cisco Contact Center Enterprise (CCEA) Exam Practice Test

The PTSN is responsible for routing the call to the agent. According to [5], the two primary roles of the PSTN and voice gateway in the Unified CCE solution are delivering the inbound call to the voice gateway and routing the call to the agent. The voice gateway may modify the digits presented to downstream devices, but it does not provide IVR functionality in a Contact Center deployment, nor is it responsible for routing the call to the agent.

Within Cisco Unified Intelligence Center (CUIC), the two role types that have access to reporting objects, maintained through a system of Roles and Permissions, include:A.Report Designer:This role is responsible for creating and modifying reports within CUIC, tailoring them to meet specific informational needs.D.Report Definition Designer:This role involves defining the structure and sources of data for reports, ensuring that the reports provide relevant and accurate information.References:Cisco CUIC documentation, which covers the platform's roles and permissions model, details the responsibilities and access levels of different roles, including Report Designer and Report Definition Designer.

the Stalus.bat file will display the status of the VXML server and the applications running. 

The .bat file that displays the status of the VXML server and the applications running on it is:B.Status.bat:This batch file, when executed, provides a snapshot of the current status of the VXML server, including any VXML applications that are deployed and running. It's a useful tool for administrators to quickly check the health and status of their VXML applications.References:Documentation for Cisco's Voice Browser or VXML Server typically includesinformation on utility scripts like Status.bat that help in managing and monitoring VXML applications.

Precision Routing in Cisco Contact Center Enterprise (CCE) uses B. Attributes to determine if an agent is part of its pool. Attributes can include various criteria such as language skills, product knowledge, or any other definable characteristic relevant to call routing. This allows for more granular and flexible routing decisions compared to traditional skill-based routing.References:Cisco's technical documentation on Precision Routing provides insights into how attributes are used to match callers with the most suitable agents.

Different gadgets are enabled for specific team members in Finesse by having an administrator configure the team with a custom layout. This approach allows for the customization of the Finesse desktop interface to meet the specific needs of different teams or roles within the contact center, enhancing productivity and user experience.References:Cisco Finesse Administration documentation outlines how to customize the Finesse desktop for teams, including the configuration of gadgets and layouts.

the Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG) by allowing the configuration of Media groups by specifying the Agent id range and valid Routing Clients. Additionally, the Agent Targeting Rule allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients.

The Agent Targeting Rule in Cisco Contact Center Enterprise (CCE) serves two main purposes:A.Simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG):By defining rules that target specific agents or groups of agents based on their extensions or other criteria, the configuration process for call routing is streamlined, making it easier to manage and maintain.E.Allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients:This enables precise routing decisions to be made, ensuring that calls are directed to the appropriate agents based on predefined rules and criteria.References:Cisco CCE documentation that covers Agent Targeting Rules provides detailed explanations on how these rules function and how they simplify call routing configurations.

To set up Ring No Answer (RONA) in a Cisco Contact Center Enterprise (CCE) environment, the two essential components are:B.Call Routing Logic:This involves configuring the call routing scripts or routing strategies to handle scenarios where an agent does not answer within a specified time, ensuring that the call is redirected or queued appropriately.C.System timers:These are configured to define the time duration an agent's phone rings before the call is considered unanswered (RONA). Adjusting these timers ensures that calls are managed efficiently and in a timely manner when agents are unavailable.References:Cisco's technical documentation for CCE includes sections on call routing and system configuration, which detail the setup and management of RONA settings and behaviors.

An Interactive Voice Response (IVR) system in a Contact Center environment provides several key functionalities, including:A.Access a database and provide the caller with all the needed information to complete the transaction (Self Service):This allows callers to retrieve information, perform transactions, or resolve issues without needing to speak with an agent, enhancing efficiency and caller satisfaction.E.Caller defines the reason for the call from several menu options:By interacting with IVR menu options, callers can specify the nature of their call, which helps in routing the call to the most appropriate resource or service within the contact center.References:Documentation on Cisco's IVR solutions, such as Cisco Unified Customer Voice Portal, often outlines these and other functionalities provided by IVR systems in contact center environments.

Associating users as members of a Security Group to access Configuration Manager or Script Editor is typically accomplished through C. Active Directory. In a Cisco Contact Center Enterprise environment, user access and permissions are often managed through integration with Active Directory, where Security Groups are configured to define the roles and access levels of differentusers. By adding users to the appropriate Security Group in Active Directory, administrators can control access to critical applications like Configuration Manager and Script Editor.References:Cisco's documentation on security and user management for Contact Center solutions often includes guidelines on using Active Directory to manage access and permissions.

The correct answer is A and E. The Cisco VVB has the following features:

• Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies1.
• Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent1.
• Provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities1.
• Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time1.

Option B is incorrect because it is the opposite of what Cisco VVB does.Cisco VVB allows customers, not agents, to use voice commands without interacting with an agent1.

Option C is incorrect because Cisco VVB supports multiple languages for ASR and TTS, not just one1.

Option D is incorrect because it confuses the roles of customers and agents.Cisco VVB provides better customer service, not agent service, by transferring customers to the right agent, not vice versa1.

Additional ICM tools are typically added through the Admin Server node. The Administration Tools folder on the Admin Server contains various ICM configuration and management tools, including the Script Editor, Configuration Manager, and others. By installing or configuring these tools on the Admin Server, they become available for use in managing and configuring the ICM environment.References:Cisco ICM/UCCE administrative documentation provides guidelines on setting up and managing the ICM environment, including the addition of tools through the Admin Server.

Precision Queues in Cisco Contact Center solutions allow callers to reach agents based on attributes and proficiency ratings rather than just the skill group membership. The key differentiator is:B.The Weight of the attribute:Precision Queues evaluate the attributes assigned to agents, such as language proficiency or product knowledge, along with their weights. Callers are then matched to agents based on these weighted attributes, allowing for more granified routing decisions compared to traditional skill group-based routing.References:Cisco documentation on Contact Center routing and agent configuration explains the functionality of Precision Queues, including how attributes and their weights are used to match callers with the most suitable agents.

For CCE to begin routing the contact and start processing the call, the following components must be configured:A.ICM script:The ICM script contains the routing logic and instructions that dictate how calls are handled and routed within the contact center environment.D.Call type:Call types are used to categorize contacts based on their characteristics or requirements, allowing the ICM script to apply the appropriate routing decisions based on the call type classification.References:Cisco's documentation on Contact Center scripting and call type configuration provides insights into setting up these components for effective call routing and processing.

The Web Administration tool in Cisco Contact Center Enterprise environments provides access to various servers for configuration and management tasks. The two servers that can be accessed include:D.CVP (Cisco Voice Portal):This tool allows for the configuration and management of CVP servers, which are crucial for IVR and call treatment functionalities in the contact center.E.Finesse:The tool also provides access to Finesse servers, enabling the configuration of agent desktops, workflows, and other user interface elements.References:Cisco's documentation on Web Administration tools and server management provides insights into the servers accessible through this tool and the types of configurations and management tasks that can be performed.