What is the maximum number of attributes that can be assigned to an Agent?
B
Explanation:
In Cisco Contact Center Enterprise (CCE) environments, an agent can be assigned a maximum of 50
attributes. These attributes can include skills, proficiency levels, and other characteristics that help in
routing calls to the most appropriate agent based on the requirements of the incoming contact and
the agent's expertise.
Reference: This information is typically found in Cisco CCE documentation, particularly in sections
related to agent configuration and skill management.
Which two steps are involved in configuring and evaluating business in an ICM script? (Choose two.)
BE
Explanation:
in order to configure and evaluate business hours in an ICM script, you must first configure the
Business Hours under Organizational Setup > Business Hours in CCE Admin. Once the Business Hours
are configured, you then need to configure an IF node in the ICM script editor, using the expression
BusinessHourStatus.<Calendar Name>.BusinessHours. This expression will then evaluate to True or
False depending on whether the current time falls within the configured Business Hours or not.
When configuring and evaluating business hours in an ICM script, the key steps involve:
B. Configure Business Hours under Organizational Setup > Business hours in CCE Admin: This step is
crucial for defining the operational hours during which certain routing decisions or scripts should be
active.
E. Configure an IF node in ICM script editor: The IF node in the script is used to evaluate whether the
current time falls within the defined business hours. Based on this evaluation, the script can route
the call differently, enable or disable certain features, or make other adjustments to call handling.
Reference: The process of setting up business hours and incorporating them into routing scripts is
detailed in Cisco's ICM scripting and administration guides.
In CCE deployments, which two configuration tasks can be performed via the Finesse Server
Administration page? {Choose two.)
B, E
Explanation:
the Finesse Server Administration page in CCE deployments allows for the configuration of both
Routing Layouts and Skill-groups. Routing Layouts are used to define the layout of the contact center
by specifying which agents are assigned to which skills, while Skill-groups are used to create
collections of skills that can be assigned to agents. Reason Codes and Workflows can also be
configured via the Finesse Server Administration page, but Routing Scripts cannot.
What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose
two.)
A, C
Explanation:
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.
How many clusters of Finesse will a single PG support?
A
Explanation:
A single Peripheral Gateway (PG) in a Cisco Contact Center Enterprise environment supports one
cluster of Finesse. This design ensures that each PG is dedicated to a specific Finesse cluster,
facilitating optimal performance and reliability in agent desktop operations.
Reference: Cisco's technical documentation on Contact Center architecture and Finesse integration
provides details on the supported configurations and the relationship between PGs and Finesse
clusters.
Which script mode is in use if the script's appearance has changed to a bright white background with
black dots?
B
Which two functionalities should a Contact Center typically be provided? (Choose two.)
AC
Explanation:
A Contact Center typically needs to provide the following functionalities:
A. Skill-Based Routing: This functionality allows the Contact Center to route calls to the most
appropriate agent based on their skills, ensuring that customers are matched with agents who can
best address their needs.
C. IVR and Queuing: Interactive Voice Response (IVR) systems and queuing mechanisms are crucial
for managing incoming calls, providing self-service options, and efficiently managing caller wait
times until an appropriate agent is available.
Reference: Cisco's documentation on Contact Center solutions, including Unified Contact Center
Enterprise (UCCE), often highlights the importance of Skill-Based Routing and IVR/Queuing
functionalities in providing effective customer service.
Where should the RONA setting be positioned the highest?
A
What are two default CCB VXML applications that could be modified? (Choose two.)
AE
Explanation:
In the context of Cisco Customer Voice Portal (CVP), two default Call Studio VXML applications that
could be modified are:
A. CallbackEntry: This application handles the initial interaction with callers when they choose to use
a callback feature, collecting necessary information and initiating the callback process.
E. CallbackQueue: This application manages the queuing logic for callbacks, ensuring that callback
requests are processed in an orderly manner and according to predefined rules and priorities.
Reference: Cisco CVP and Call Studio documentation provide insights into the default VXML
applications, including CallbackEntry and CallbackQueue, and how they can be customized or
modified to meet specific Contact Center requirements.
What is the function of the CVP Subdialog Return element in a VXML application?
A
Explanation:
The function of the CVP Subdialog Return element in a VXML application is to populate variables sent
back to Cisco Contact Center Enterprise (CCE) from the VXML application. This element is used at the
end of a subdialog invocation to return control to the main IVR application, along with any data
collected or processed during the subdialog. This mechanism allows for dynamic exchange of
information between different parts of an IVR application and the broader Contact Center solution,
enabling complex call flows and data-driven decision-making.
Reference: Documentation on Cisco's VXML Server and CVP provides detailed information on how
Subdialog Return elements are used within VXML applications to interface with CCE and other
components of the Contact Center infrastructure.