Cisco 500-444 Cisco Contact Center Enterprise Implementation and Troubleshooting Exam Practice Test

Cisco Identity Service (IdS) is a component of Cisco Unified Contact Center Enterprise (CCE) that enables single sign-on (SSO) for users to access various CCE applications, such as Finesse, Unified Intelligence Center, and ECE1. IdS acts as a service provider (SP) that delegates the authentication process to an external identity provider (IdP), such as Active Directory Federation Services (AD FS), PingFederate, or Okta2.

To configure the Cisco IdS using PCCE Web Administration Manager (S.P.O.G), a trust relationship must be established by downloading and exchanging a metadata file between the IdS and the IdP. This means that both the IdS and the IdP must have each other’s metadata file imported into their configuration, so that they can exchange information such as the entity ID, the endpoints, the certificates, and the SSO protocol3. Therefore, the correct answer is B: IdS to IdP and IdP to IdS.

The other options are incorrect because:

• A: IdS to IdP is only half of the trust relationship, as the IdP also needs to have the IdS metadata file imported.
• C: IdP to IdS is also only half of the trust relationship, as the IdS also needs to have the IdP metadata file imported.
• D: IdS to IdP and IdP to Active Directory (AD) is not a valid option, as the IdP does not need to exchange a metadata file with AD. The IdP can use AD as a user directory, but it does not need to establish a trust relationship with it for SSO purposes4.

References:

1: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Cisco Identity Service 2: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Single Sign-On 3: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Identity Provider 4: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Active Directory

Cisco Finesse primary and secondary servers accept both self-signed certificates and certificate authority certificates when HTTPS protocol is used to access the administration console or agent desktop in Cisco Finesse. A self-signed certificate is a certificate that is generated by the server itself and is not verified by a trusted third-party. A certificate authority certificate is a certificate that is issued by a trusted third-party vendor and is used to establish a secure connection between the server and the client. Cisco Finesse supports both types of certificates for HTTPS connections, but recommends using certificate authority certificates for better security and compatibility. Domain validation certificates, digital certificates, and root certificates are not valid options for this question. A domain validation certificate is a type of certificate authority certificate that only verifies the ownership of the domain name, but not the identity of the organization. A digital certificate is a general term that refers to any certificate that uses public key cryptography to authenticate the identity of the sender and the integrity of the data. A root certificate is a certificate that is used to validate other certificates in a chain of trust, but it is not directly used for HTTPS connections. References: Cisco Finesse Administration Guide, Release 12.6 (2) - Getting Started [Cisco Finesse] - Cisco1, Solved: Finesse Certificate Issue - Cisco Community2, Cisco Finesse Administration Guide Release 11.6(1)3, Cisco Finesse Administration Guide, Release 12.0 (1)4, Cisco Finesse Administration Guide, Release 12.6 (1)5

A PCCE initialization under Unified CCE PG performs the following two tasks among others:

• Creates the CUCM Peripheral Gateway (PG) with the CUCM PIM. A CUCM PG is a component that communicates with the Cisco Unified Communications Manager (CUCM) to control and monitor agent phones and route calls. A CUCM PIM is a process that runs on the CUCM PG and acts as an interface between the CUCM and the CTI Server. The PCCE initialization creates the CUCM PG with the CUCM PIM and configures the required settings, such as the JTAPI username and password, the CUCM cluster ID, and the PG ID12.
• Downloads JTAPI from the Unified Communications Manager and installs it on the Unified CCE PG. JTAPI is a Java API that enables computer telephony integration (CTI) applications to interact with the CUCM. The PCCE initialization downloads the JTAPI client from the CUCM publisher and installs it on the Unified CCE PG. This allows the CUCM PIM to use JTAPI to control and monitor agent phones and route calls13.

References:

• Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0 (1) - Initialize the Packaged CCE 2000 Agents Deployment Type1
• Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1) - Configure PCCE Local Authorization2

Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1) - Configure Cisco Unified Contact Center Enterprise PG

n Contact Center Enterprise with Cisco Unified Customer Voice Portal (CVP) and Cisco Unified Border Element (CUBE) deployment, CUBE must be configured as media pass flow-through mode. This means that CUBE will terminate and reoriginate both the signaling and media streams for each call leg. This allows CUBE to perform media manipulation, such as transcoding, transrating, DTMF interworking, and media forking. Media pass flow-through mode is required for CUBE to support advanced features for contact center, such as courtesy call back, contact center survivability, and encrypted (SRTP) trunks. Media pass flow-around mode, where CUBE only terminates and reoriginate the signaling stream and lets the media stream bypass CUBE, is not supported for contact center solutions. A voice gateway must not be dedicated for VXML browser sessions, as CUBE can coexist with VXML gateway on the same platform. Box-to-box CUBE can be used for redundancy, but it is not a mandatory configuration for contact center solutions123. References:

• Cisco Unified Border Element Configuration Guide - Cisco IOS XE 17.6 Onwards - Advanced Features for Cisco Contact Center2
• Cisco Unified Border Element (Enterprise) Fundamentals and Basic Setup4
• Cisco Unified Border Element for Contact Center Solutions5

 The URL for the VOS O/S admin page is :8443/osadmin. VOS O/S admin is a web-based tool that allows you to perform various administrative tasks on the Unified CCE servers, such as managing users, certificates, services, network settings, backups, and upgrades. VOS O/S admin requires the fully qualified domain name (FQDN) of the server and the port number 8443 to access the login page. The other options are not valid URLs for the VOS O/S admin page12. References: Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.5(1)1, Cisco Unified Contact Center Enterprise Administration Guide, Release 12.5(1)2.

 To use microapps in Cisco Unified CVP Comprehensive mode, the following core components are required12:

• CUCM: CTI Route Point and SIP Trunk. The CTI Route Point is used to trigger the ICM routing script when a call arrives at CUCM. The SIP Trunk is used to send the call to CVP for further treatment by the ICM script1.
• ICM: CVP Type 2 VRU and Network VRU labels. The CVP Type 2 VRU is a configuration option in ICM that allows the ICM script to send instructions to CVP using microapps. The Network VRU labels are used to route the call from CUCM to CVP via the SIP Trunk1.
• VXML Gateway: The VXML Gateway is used to execute the microapps that are sent by the ICM script. The VXML Gateway communicates with CVP using HTTP and plays the media files that are stored on the CVP Media Server1.

Option A is incorrect because it uses CTI Route Port instead of CTI Route Point, and it includes CUBE, which is not required for microapps. Option C is incorrect because it uses CTI Route Port instead of CTI Route Point, and it uses CVP Type 10 VRU, which is not supported for microapps. Option D is incorrect because it uses CVP Type 10 VRU, which is not supported for microapps1.

References:

• 1: Troubleshooting Cisco Contact Center Enterprise (CCET) course, Module 3: CVP Microapps3
• 2: Cisco Contact Center Enterprise Implementation and Troubleshooting (CCEIT) exam description1

According to the Cisco documentation12, single sign-on (SSO) in PCCE can be implemented in one of these three modes:

• SSO - Enable all agents and supervisors in the deployment for SSO. This mode requires the use of SAML assertions to exchange authentication and authorization details between an identity provider (IdP) and an identity service (IdS)1.
• SAML - Security Assertion Markup Language (SAML) is an XML-based standard that allows the IdP to issue SAML assertions, which are packages of security information transferred from the IdP to the service provider for user authentication1. SAML is the underlying technology that enables SSO in PCCE2.
• Hybrid - Enable agents and supervisors selectively in the deployment for SSO. Hybrid mode allows you to phase in the migration of agents from a non-SSO deployment to an SSO deployment and enable SSO for local PGs. Hybrid mode is useful if you have third-party applications that don’t support SSO, and some agents and supervisors must be SSO-disabled to sign in to those applications1.

Option A is incorrect because Non-SSO is the opposite of SSO, and it means continuing to use existing Active Directory-based and local authentication, without SSO1. Option C is incorrect because ldS is a typo for IdS, which is not a mode but a component of SSO. Option D is incorrect because ldP is a typo for IdP, which is also not a mode but a component of SSO.

References:

• 1: Single Sign-On - Cisco3
• 2: Cisco Packaged Contact Center Enterprise Features Guide Release 11.6 (1) - Single Sign-On [Cisco Packaged Contact Center Enterprise] - Cisco

• SSO - Enable all agents and supervisors in the deployment for SSO.
• Hybrid - Enable agents and supervisors selectively in the deployment for SSO. ...
• Non-SSO - Continue to use existing Active Directory-based and local authentication, without SSO.

 The deployment team is responsible for ensuring that servers designated for use by CCE VMs meet the requirements, including but not limited to Storage System Performance and IOPS (Input/Output Operations Per Second) Requirements. The deployment team is the group of engineers who install, configure, and test the CCE solution at the customer site. They must follow the design specifications and guidelines provided by the design team, and verify that the hardware and software components are compatible and meet the performance and capacity requirements. The deployment team must also ensure that the CCE VMs are deployed on the appropriate servers and have the correct network and storage configurations1. References: Troubleshooting Cisco Contact Center Enterprise (CCET) course outline2, Virtualization for Cisco Packaged CCE Release 11.6(x)1.

Certificate Authority (CA) signed certificates are less administration in environments with many servers, such as CCE, because they are issued by a trusted third-party entity that validates the identity of the certificate owner and provides a chain of trust. CA signed certificates are more secure and reliable than self-signed certificates, which are generated by the same entity whose identity they certify and are not verified by anyone else. Self-signed certificates require manual installation and configuration on each server and client that needs to communicate with them, which can be tedious and error-prone. 3rd party signed certificates are similar to CA signed certificates, but they are issued by a commercial entity that may charge a fee for their services. Security Authority (SA) is not a valid term for a certificate issuer. References: 1, 2, 3

The Active and Configured CUIC Users for the 2K deployment model are 200 and 800 respectively. This means that the CUIC server can support up to 200 concurrent users and up to 800 configured users. A concurrent user is a user who is logged in to CUIC and actively using the application. A configured user is a user who has an account in CUIC, regardless of whether they are logged in or not. The 2K deployment model is one of the UCCE deployment types that defines the maximum number of agents, supervisors, and reporting users that can be supported by the system. The 2K deployment model can support up to 2000 agents, 200 supervisors, and 200 CUIC concurrent users12. References:

• Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.5 (1) and 12.5 (2) - CLI Commands during Installation and Upgrade 2
• Cisco 500-444 Quiz 1 Topic 8 Questions 1-5 1

 Device Management Protocol (DMP) is a protocol used between ICM Central Controller and IVR/CUCM PGs. It is used to send commands, such as to bring up a voice channel, to the PGs. OCTI, SIP, and ccagent are not protocols used between ICM Central Controller and IVR/CUCM PGs.

References: 500-444-demo, page 4.

Answer: D

The PCCE wizard uses the Service Account login for logins to access the appropriate server and enable interfaces, databases, and protocols. The Service Account login is an existing Active Directory user in the same domain as the Packaged CCE servers. This account is added to the Service group during the initialization of the Packaged CCE deployment type. The Service Account login has the required permissions to access the SQL Server, the Organizational Units, and the Security Groups for the Packaged CCE components.

References:

• Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.6 (1) - Initialize the Packaged CCE 2000 Agents Deployment Type1
• Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1) - Configure PCCE Local Authorization2

 Active Directory (AD) is a directory service that provides centralized authentication, authorization, and management of users, computers, and resources in a network. AD is based on a hierarchical structure of domains, trees, and forests, where each domain represents a logical administrative unit with its own security policies and replication scope. AD also supports site topology, which defines the physical structure of the network based on locations and network links. Some of the considerations for AD are:

• Read-Only Domain Controllers (RODC) are supported. An RODC is a domain controller that hosts a read-only copy of the AD database and does not accept any changes from clients. RODCs are useful for improving security and performance in remote or branch offices that have unreliable or slow network connections to the main office. RODCs can also cache credentials for specific users and groups, and provide local authentication services without exposing the entire AD database12.
• Supports multi-domain, single AD Forest topology. A forest is a collection of one or more AD domains that share a common schema, configuration, and global catalog. A forest can have multiple domains that are organized in a tree structure, where each domain has a trust relationship with its parent domain. A multi-domain, single forest topology allows for administrative autonomy, scalability, and flexibility in managing different domains within the same organization. For example, a company can have separate domains for different regions, departments, or business units, and still share common resources and services across the forest34.

References:

• What is a Read-Only Domain Controller?
• Read-Only Domain Controller (RODC) Best Practices
• Designing the Site Topology
• Active Directory Domain Services Overview

 The keytool command that lists certificates in the cacerts file is B: keytool -list -keystore cacerts. This command will display the aliases and fingerprints of all the certificates in the cacerts file, which is the default truststore for Java applications1. The cacerts file contains the root and intermediate certificates of various certificate authorities (CAs) that are trusted by Java2.

The other options are incorrect because:

• A: keytool -list -showinfo is not a valid keytool command, as the -showinfo option does not exist. The closest option is -v or -verbose, which will display more details about each certificate, such as the owner, issuer, serial number, validity period, signature algorithm, and extensions1.
• C: keytool -list cacerts is not a complete keytool command, as it is missing the -keystore option, which is required to specify the name or path of the keystore file to be listed. Without the -keystore option, the keytool command will assume the default keystore file, which is usually named .keystore in the user’s home directory1.
• D: keytool -list -alias is also not a complete keytool command, as it is missing the value of the -alias option, which is used to specify the alias of a particular entry in the keystore file to be listed. Without the value of the -alias option, the keytool command will display an error message, such as "keytool error: java.lang.Exception: Alias does not exist"1.

References:

1: keytool - Key and Certificate Management Tool 2: How to check a Certificate is in default cacerts 3: java - How to view and edit cacerts file? - Stack Overflow 4: HOW TO: Import or list certificates from Java cacerts file using … 5: Keytool: List Certificate - Java Certs - ShellHacks

The PCCE production deployment model on an ESXi server requires two validations: ensuring that the correct servers are on the correct sides and verifying that the correct RAM and CPU are being deployed. These validations are necessary to ensure that the PCCE components are configured properly and have sufficient resources to run smoothly. The other options are not relevant for the PCCE production deployment model on an ESXi server. Linux verification for containers is not applicable because PCCE does not use containers. The hypervisor provides enough power is not a validation step, but a prerequisite for the ESXi server. The lab is deployed properly is not a validation for the production deployment model, but for the lab deployment model. References: Virtualization for Cisco Packaged CCE Release 11.6(x)1, Deployment Type Info API2.

To build VXML applications, you need to use the Call Studio development platform. Call Studio is an Eclipse-based graphical tool that allows you to create, edit, debug, and test voice applications that run on the VXML Server. Call Studio provides a drag-and-drop interface to design the call flow logic, define the prompts and grammars, and configure the application settings. Call Studio also supports custom elements, Java code, and web services integration to extend the functionality of the voice applications12. References: Cisco Unified Customer Voice Portal Getting Started Guide, Release 12.5(1)1, Cisco Unified Customer Voice Portal Developer Guide, Release 12.5(1)2.