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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. A Webex Contact Center manager wants to synchronize Webex App presence states with the Webex Contact Center Agent Desktop to improve agent efficiency. Also, the manager wants the Agent Desktop to automatically switch to the already configured the "WebexAppCall" Webex Contact Center idle state when an agent is engaged in a non-Webex Contact Center call on the Webex App. Which three actions must be taken to meet these requirements? (Choose three.)

A) Map the "On a Call" Webex Availability State to the "WebexAppCall" Webex Contact Center Idle code under Desktop > Webex App configuration.
B) Enable "State Synchronization" under Collaboration > Webex App in the Desktop Profile that will be used by agents.
C) Enable "State Synchronization" under Desktop > Webex App configuration.
D) Add the "WebexAppCall" Webex Contact Center Idle code to a desktop layout and assign it to the team that agents are part of.
E) Map the "Outgoing Call" Webex Availability State to the "WebexAppCall" Webex Contact Center Idle code under Desktop > Webex App configuration.
F) Enable "Webex App Integration" under Desktop > Webex App configuration.

2. An engineer configures a callback feature in Webex Contact Center. Customers report receiving callbacks long after the promised time window. Which metric should be analyzed first?

A) Callback retry interval and queue backlog
B) Agent idle timeout
C) Queue wait threshold
D) SIP registration expiration timer

3. An engineer configures a callback feature in Webex Contact Center. Customers report receiving callbacks long after the promised time window. Which metric should be analyzed first?

A) Callback retry interval and queue backlog
B) Agent idle timeout
C) Queue wait threshold
D) SIP registration expiration timer

4. A deployment engineer must ensure that Webex Calling traffic receives priority treatment across the enterprise WAN. Which QoS approach is recommended?

A) NAT prioritization
B) Best-effort forwarding
C) DSCP EF for voice media
D) Random Early Detection only

5. Customer XYZ has deployed Bring your own PSTN option to route calls to his Webex Contact Center environment. Callers calling in are reporting getting a reorder tone followed by a call drop.
Which action helps to identify the cause of the issue?

A) Verify that the Webex Contact Center channels are associated.
B) Check the SIP trunk status on the customer's Session Border Controller.
C) Review the Webex Contact Center Analyzer that checks the call logs.
D) Review the Webex Contact Center Queues configuration.

Solutions: