Which mode must be used for Always On Availability Group clustering?
C
Explanation:
Windows Authentication allows users to connect to SQL Server using their Windows credentials. It
uses Kerberos security protocol for authentication and it's considered more secure than SQL Server
Authentication.
Always On Availability Groups (AGs) is a feature of Microsoft SQL Server that provides high
availability and disaster recovery for a group of user databases. Windows Authentication is required
for all the SQL Server instances that participate in an availability group.
It's important to note that, the specific configuration options and settings may vary depending on the
version of SQL Server and the specific requirements of the organization. It's recommended to consult
the Microsoft documentation and your SQL Server support team for further assistance.
Reference:
Microsoft: Always On Availability Groups (SQL Server)
Microsoft: Configure the Server Authentication Mode
Microsoft: Connect to the Primary Replica of an Always On Availability Group (SQL Server)
How do chat entry points behave?
B
Explanation:
A chat entry point is a page or link that customers can use to access the chat service. Help links on
websites can be configured to point to the same entry point, so customers will see the same
interface regardless of which link they use to access the service. This makes it easier for customers to
find the help they need, as all the help links will point them to the same entry point.
Which two items in UCCE need to be installed and available for use before installing Enterprise Chat
and Email? (Choose two.)
CE
Explanation:
ICM router, logger, and admin workstation are components of Cisco Unified Contact Center
Enterprise (UCCE) that must be installed and available before Enterprise Chat and Email can be
installed. CTI server is also a required component of UCCE and must be installed and available before
Enterprise Chat and Email can be installed.
Reference:
[1]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/expre
ss_10_6/user/guide/uccx_b_user-guide-cisco-unified-contact-center-express-106/uccx_b_user-guide-cisco-unified-contact-center-express-106_chapter_01110.html
[2]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/
contact_center/crs/express_10_6/installation/guide/uccx_b_installation-
Enterprise Chat and Email (ECE) is a Cisco product that allows customers to communicate with a
business through various channels such as chat, email, social media, and other digital channels.
Before installing Enterprise Chat and Email, two items in UCCE need to be installed and available for
use:
2. ICM router, logger, admin workstation: ICM (Intelligent Contact Manager) is a Cisco product that
routes and manages customer interactions across multiple channels such as voice, email, chat, and
social media. ICM router, logger, and admin workstation are the components of ICM that are
required for Enterprise Chat and Email to function properly.
3. CTI server: CTI (Computer Telephony Integration) server is a component of UCCE that integrates
telephony and computer systems to provide advanced call control and call management
functionality. The CTI server is responsible for integrating the Enterprise Chat and Email with the
phone system.
Which feature is unable to be deleted or made inactive?
B
Explanation:
Unified CCE is a component of Cisco Unified Contact Center Enterprise (UCCE) and cannot be deleted
or made inactive. Unified CCE is responsible for handling customer requests, routing calls, and
providing customer service. It is an essential part of UCCE and must be installed and available before
Enterprise Chat and Email can be used.
Reference:
[1]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/expre
ss_10_6/user/guide/uccx_b_user-guide-cisco-unified-contact-center-express-106/uccx_b_user-guide-cisco-unified-contact-center-express-106_chapter_01110.html
[2]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/
contact_center/crs/express_10_6/installation/guide/uccx_b_installation-
Unified CCE (Unified Contact Center Enterprise) is a Cisco product that provides a comprehensive,
multichannel customer contact solution. It includes a set of software and hardware components that
work together to provide advanced call routing, contact management, and reporting capabilities.
Unified CCE is the core platform on which other Cisco products like Enterprise Chat and Email,
Exception Queue and Supervisory Queues are built upon. It is the foundation of the contact center
infrastructure and it's unable to be deleted or made inactive as it provides the foundation for other
Cisco products.
It's important to note that the specific requirements for the contact center infrastructure may vary
depending on the version of CCE and the specific requirements of the organization. It's
recommended to consult the Cisco documentation and your Cisco support team for further
assistance.
Reference:
Cisco: Cisco Unified Contact Center Enterprise
Cisco: Cisco Unified Contact Center Enterprise Architecture
Cisco: Cisco Unified Contact Center Enterprise Product Overview
What are the workflow types in ECE?
D
Explanation:
Enterprise Chat and Email (ECE) supports four types of workflows: Alarm, Outbound, Inbound, and
Exception. Alarm workflows are used to alert agents when they receive a customer message.
Outbound workflows are used to initiate conversations with customers. Inbound workflows are used
to handle incoming customer messages. Exception workflows are used to handle customer messages
that require additional attention.
Reference:
[1]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris
e_chat/enterprise_chat_user_guide/cec_b_enterprise-chat-user-guide-cec/cec_b_enterprise-chat-user-guide-cec_chapter_01.html
[2]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/con
tact_center/enterprise_chat/enterprise_chat_user_guide/cec_b_enterprise-
Which two changes should be made in the calendar when changes in daylight savings occur? (Choose
two.)
CD
Explanation:
When changes in daylight savings occur, the timezone must be changed at both the user group level
and the system partition level in order to adjust the start and end times of shifts. This can be done by
logging into the Cisco Unified Contact Center Enterprise (UCCE) Administration Portal and navigating
to the User Group Management and System Partition Management menus
[1]
, respectively.
Reference:
[1]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/expre
ss_10_6/user/guide/uccx_b_user-guide-cisco-unified-contact-center-express-106/uccx_b_user-guide-cisco-unified-contact-center-express-106_chapter_01210.html
[2]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/
contact_center/crs/express_10_6
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/srnd/collab12/collab12/contactc.ht
ml
1. Cisco Collaboration System 12.x Solution Reference Network ...
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/srnd/collab12/collab12/contactc.ht
ml
2. Change the timezone at the user group level: The timezone for all the agents under the user group
level should be changed to match the new time after daylight savings. This will ensure that the
agents are working according to the new time zone and that their activity is recorded correctly in the
system.
3. Change the timezone at the system partition level: The timezone at the system partition level
should be changed to match the new time after daylight savings. This will ensure that the system is
configured according to the new time zone and that all the activity is recorded in the correct time.
Which server on WXM communicates with ECE, and what TCP port is used for the HTTPS connections
with cloud connect services?
B
Explanation:
The Web server on the WXM (Web Experience Manager) platform is responsible for communicating
with Enterprise Chat and Email (ECE) and uses TCP port 8443 for HTTPS connections with cloud
connect services. This port is the relevant port for ECE communication and must be open on the
firewall for ECE to function correctly.
Reference:
[1]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris
e_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide-cec_chapter_01.html
[2]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/con
tact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-
cec/cec_b_enterprise-chat-admin-guide
In WXM (Webex Experience Management), the web server communicates with ECE (Enterprise Chat
and Email) and the HTTPS connections with cloud connect services are made using TCP port 8443.
The Web server is responsible for handling the incoming web traffic, such as customer chat and email
requests, and forwarding them to the appropriate ECE workflow.
TCP port 8443 is a commonly used port for HTTPS connections and is the default port for HTTPS
traffic. This port is used for secure communication between the WXM web server and ECE, and other
cloud connect services.
Which two integration tasks are needed to get CUIC to communicate with ECE? (Choose two.)
EF
Explanation:
1. Create a SQL User with db_user rights to the eGReportsDB on the ECE Reporting server: CUIC
needs to access the ECE Reporting server's eGReportsDB to retrieve data and perform reporting. A
SQL user with db_user rights to the eGReportsDB is needed to allow CUIC to access and read the
data.
2. Mixed mode authentication must be enabled on the CUIC publisher: CUIC and ECE use different
authentication methods, in order for CUIC to communicate with ECE, mixed mode authentication
must be enabled on the CUIC publisher. This allows CUIC to use both Windows and SQL Server
authentication to connect to ECE.
Which User objects in Enterprise Chat and Email are mapped in UCCE?
D
Explanation:
In Enterprise Chat and Email (ECE), the Agent, Supervisor, and Administrator user objects are
mapped in Cisco Unified Contact Center Enterprise (UCCE). This allows UCCE to access the data and
information associated with ECE users and use it for reporting and analytics.
Reference:
[1]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris
e_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide-cec_chapter_01.html
[2]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/con
tact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-
cec/cec_b_enterprise-chat-admin-guide.html
What are three steps in a chat process flow? (Choose three.)
ACD
Explanation:
These are three steps in a chat process flow. A: The agent selects chat in the gadget to initiate a chat
session. C: Once the chat session is established, the application server will display the chat to the
agent and send a notification to the agent that a new chat has arrived. D: The customer initiates the
chat by clicking on the chat button or link and hitting the Chat Entry Point (EP) on the website.