Cisco 500-443 Advanced Administration and Reporting of Contact Center Enterprise (CCEAAR) Exam Practice Test

A Account Type is one of the usages for Call Studio Database lookup, as it allows the application to retrieve information about the caller’s account from a database and provide different treatments based on the account type. D Claim Number is another usage for Call Studio Database lookup, as it allows the application to validate the claim number entered by the caller against a database and provide confirmation or error messages accordingly. References = [Cisco Unified Call Studio User Guide Release 12.5(1)], page 47

The private network in UCCE/PCCE provides a dedicated communication channel between the duplexed components, such as Logger, Router, and PG, and keeps each side of the duplex pair in sync. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 20

When an explicit or implicit Send to VRU node is encountered, a default Label is returned to CVP. This Label, along with a unique correlation ID, is delivered to CVP. What CVP does next is it delivers this string via SIP invite to the Virtual Voice Browser (VVB), which will execute a VXML application on behalf of CVP. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11

B Agent PG/CTIServer is one of the components that help notify the CCE Router about the new status of an agent when it turns Ready, as it sends a Peripheral Monitor Message (PMM) with agent state information to the Router. E Finesse is another component that help notify the CCE Router about the new status of an agent when it turns Ready, as it sends an HTTP request with agent state information to the CTIServer. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 10; [Cisco Finesse Administration Guide Release 12.5(1)], page 11

A One of the ways Finesse gadgets are deployed is that supporting gadgets must be accessible by both the Agent PC and the Finesse Server, as this ensures that the gadget can be loaded and rendered properly on both sides. D Another way Finesse gadgets are deployed is that Finesse Administration changes require a new login or Reset Layout in order to access changes, as this refreshes the Finesse desktop and applies the new gadget configuration. References = [Cisco Finesse Developer Guide Release 12.5(1)], page 10; [Cisco Finesse Administration Guide Release 12.5(1)], page 13

B One of the files used to deploy Finesse custom gadgets is CSS, as it defines the style and layout of the gadget. D Another file used to deploy Finesse custom gadgets is JavaScript, as it defines the functionality and logic of the gadget. References = [Cisco Finesse Developer Guide Release 12.5(1)], page 9

According to the web search results, Finesse gadgets are OpenSocial gadgets that consist of the following components12:

• XML to define metadata
• HTML for markup
• JavaScript for interactivity
• CSS for presentation and style

Therefore, to deploy Finesse custom gadgets, the files that are used are CSS and JavaScript, which are responsible for the appearance and functionality of the gadgets. The other options are not correct, because they are not components of OpenSocial gadgets. Python, JSON, and C++ are different programming languages that are not used to create Finesse custom gadgets.

 A One of the CUIC stock reports that are able to be downloaded from Cisco.com is CCE AF Historical, as it provides historical data for agent finesse login/logout activities. D Another CUIC stock report that is able to be downloaded from Cisco.com is CCE AR Historical, as it provides historical data for agent reservation activities. References = [Cisco Unified Contact Center Enterprise Reporting User Guide Release 12.5(1)], page 9; Cisco.com

A switch leg on CVP refers to an ingress SIP call leg from Ingress gateway to CVP, as this is where CVP receives and controls incoming calls from PSTN or other networks. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11

The number of roles that are available to be assigned to a CUIC user is seven. They are: Administrator, Report Designer, Report Definition Designer, Value List Collection Designer, Dashboard Designer, User Group Manager, and User. References = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 9

B One of the mandatory configurations for Mobile Agent to function is that LCP DN as a Route pattern should be created with the destination as CUCM in PCCE SPOG, as this allows CUCM to route calls from CVP to LCP DN. E Another mandatory configuration for Mobile Agent to function is that both LCP and RCP ports need to be associated with JTAPI, as this allows CCE to monitor and control the mobile agent ports on CUCM. References = [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 27; [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 95

A CUCM Admin access is needed to manage agent phones for UCCE/PCCE, as it allows the administrator to configure device pools, partitions, calling search spaces, and other settings for the agent phones. References = Administering Advanced Cisco Contact Center Enterprise (CCEAA), page 4

A Dialed Number must be mapped within CCE to a Call Type, which in turn points to a scheduled Routing Script. This allows CCE to route calls based on the dialed number and apply different treatments and reports for different call types. References = Advanced Administration and Reporting of Contact Center Enterprise (CCEAAR), page 2

B One of the descriptions about web page accesses for a CUIC user or administrator is that the day-to-day admin tasks regarding users, security, and reports will be done on the reporting page, as it provides a user interface for managing report definitions, dashboards, value lists, collections, andpermissions. C Another description about web page accesses for a CUIC user or administrator is that the Web URLs or pages are available for access are “Admin” page, “System” page, and a Reporting page, as they provide different functions and features for CUIC administration and operation. References = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 8; [Cisco Unified Intelligence Center Installation and Upgrade Guide Release 12.5(1)], page 11

The protocol used by UCCE/PCCE to communicate with CUCM is JTAPI, which stands for Java Telephony Application Programming Interface. JTAPI allows UCCE/PCCE to monitor and control agent phones and CTI ports on CUCM. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 10

A One of the conditions in which PCS legs get invoked is if Router Re-query is misconfigured and the Ring-No-Answer timeout expires, the caller is still transferred to the Post Call Survey DN. This can occur if a Queue node is used and Enable target re-query is checked, as this causes CVP to send a new routing request to CCE when no agent answers the call. B Another condition in which PCS legs get invoked is if The Post Call Survey DN is called if the Unified CVP has received at least one CONNECT message from CCE (either from the VRU leg or the Agent’s leg). Use the END node in the CCE routing script if the Post Call Survey is not required for the calls disconnected from the IVR, as this prevents CVP from transferring the call to the Post Call Survey DN when the call is terminated by the caller or the IVR. References = [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 25

B The RTP is connected to the Ingress Gateway at different stages of the call, but only when the call is connected to an agent phone. This is because CVP uses a comprehensive call flow model that transfers the call from the VVB to the agent phone and establishes an RTP session between the Ingress Gateway and the agent phone. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11