What are two core components of PCCE? (Choose two.)
A, B
Explanation:
CVP Call/VXML Server is one of the core components of PCCE, as it provides voice response
applications that can interact with callers, collect information, and queue calls for treatment by
agents or other destinations. B Agent PG A and B side are another core components of PCCE, as they
provide communication between CUCM and UCCE/PCCE components, such as Router, Logger, and
CVP. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design
(SRND), Release 12.5(1)], page 9;
Administering Advanced Cisco Contact Center Enterprise (CCEAA)
,
page 3
Which protocol is used by CVP to communicate to VRU PG?
B
Explanation:
The protocol used by CVP to communicate to VRU PG is GED-155, which stands for Generic External
Device Protocol version 155. GED-155 allows CVP to send and receive messages from VRU PG for call
control and data exchange. Reference = [Cisco Unified Contact Center Enterprise Solution Reference
Network Design (SRND), Release 12.5(1)], page 11
What are two XML files that will be backed up when the Disaster Recovery System performs a
cluster-level backup? (Choose two.)
A, E
Explanation:
drfSchedule.xml is one of the XML files that will be backed up when the Disaster Recovery System
performs a cluster-level backup, as it contains the information about the backup schedules. E
drfSystem.xml is another XML file that will be backed up when the Disaster Recovery System
performs a cluster-level backup, as it contains the information about the system components and
their dependencies. Reference = [Cisco Unified Contact Center Enterprise Installation and Upgrade
Guide, Release 12.5(1)], page 37
What are two mandatory ICM AW configurations to get the PCS working properly? (Choose two.)
A, D
What are two descriptions for JNDI? (Choose two.)
B, E
Explanation:
JNDI is designed to be independent of any specific directory service implementation so a variety of
directories can be accessed, such as LDAP, NDS, or DNS. E JNDI is an API that provides naming and
directory functionality to applications, such as looking up objects by name, binding objects to names,
and creating and destroying naming contexts. Reference = [Java Naming and Directory Interface
(JNDI) Overview]
What are two ways the Call Studio Application is built or executed? (Choose two.)
A, D
Explanation:
A) VXML Server and Virtual Voice Browser execute the VXML application to provide service to the
caller. This is the core function of how Call Studio applications work. VXML (VoiceXML) defines the
interaction, and the VXML Server, along with the Virtual Voice Browser, executes that code to
interact with the caller.
D) The project is built using Call Studio. Call Studio is the development environment specifically
designed to create and manage these VXML applications
ABC customer implemented Post Call Survey (PCS) for all Customer calls. However, the PCS flow did
not engage for any of the calls. The CVP logs did not show any pieces of evidence that PCS requests
had been made for the Caller. What is the first thing that should be verified as part of
troubleshooting in this scenario?
A
Which Routing Script logic helps to invoke the Post Call Survey successfully?
A
Explanation:
According to the Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0 (1), a Post
Call Survey is triggered by the hang-up event from the last agent1
. When the agent hangs up, the call
routing script launches a survey script. The value of the expanded call variable
user.microapp.isPostCallSurvey controls whether the call is transferred to the Post Call Survey
number. If user.microapp.isPostCallSurvey is set to y (the implied default), the call is transferred to
the mapped post call survey number.
If user.microapp.isPostCallSurvey is set to n, the call ends1
.
Therefore, to invoke the Post Call Survey successfully, the routing script logic should direct the call to
the Post Call Survey dialed number after the agent disconnects from the caller. The other options are
not correct, because they either do not involve an agent interaction or do not set the
user.microapp.isPostCallSurvey variable correctly.
Reference:
: Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0 (1) - Post Call Survey
When an explicit or implicit Send to VRU node is encountered, a default Label is returned to CVR This
Label, along with a unique correlation ID, is delivered to CVR The CVP delivers this string via SIP
invite to the Virtual Voice Browser (WB). At this point, which two actions does the WB take? (Choose
two.)
C, D
Explanation:
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. The CVP delivers this string via SIP
invite to the Virtual Voice Browser (VVB). At this point, the VVB will ask the ICM script for instruction,
such as which VXML application to execute. D 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. The CVP delivers this string via SIP invite to the Virtual Voice Browser (VVB). At this
point, the comprehensive VVB script will initiate an RTP session between the Ingress Gateway and an
allocated VVB, which will play prompts and collect digits from the caller. Reference = [Cisco Unified
Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11;
[Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 16
Where must a Dialed Number be mapped within CCE?
A
Explanation:
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. Reference =
Advanced Administration and Reporting
of Contact Center Enterprise (CCEAAR)
, page 2