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NEW QUESTION # 34
What is the purpose of historical reports in UCCE reporting?
- A. To provide real-time data on call center performance.
- B. To provide data on call center performance at a specific time in the past.
- C. To provide scheduled reports on call center performance.
- D. To provide data on call center performance over an extended period of time.
Answer: D
Explanation:
To provide data on call center performance over an extended period of time. Historical reports in UCCE reporting provide data on call center performance over an extended period of time. They allow administrators and managers to analyze call center trends, identify areas for improvement, and make necessary changes.
NEW QUESTION # 35
What is the function of Cisco Unified Intelligence Center (CUIC. in UCCE?
- A. To provide real-time statistics on call center performance
- B. To create and customize reports
- C. To route incoming calls to the most appropriate agent based on customer data
- D. To handle incoming customer interactions
Answer: B
NEW QUESTION # 36
Which two options affect the Ring No Answer behavior of the agent with the Cisco Unified Contact Center Enterprise Solution and Cisco Unified Customer Voice Portal? (Choose two.)
- A. Target Requery in an ICM script queue step
- B. CVP transfer timeout timer setting
- C. Agent Desktop Ring No Answer time setting
- D. Cisco Unified Communications Manager unattended port setting
Answer: A,C
NEW QUESTION # 37
In the Cisco Unified Contact Center Enterprise with Cisco Unified CVP, which two statements about how to increase the Cisco Unified CVP availability are true? (Choose two.)
- A. Must have voice gateway TCL scripts to handle conditions where the gateways cannot contact the Cisco Unified CVP Call Server to direct the call correctly.
- B. Must have SIP Proxy server to pass messages between the gateways and the Cisco Unified CVP servers.
- C. Add load balancers to load balance .wav file requests across multiple Cisco Unified CVP Media Servers.
- D. Dedicate duplexed VRU peripheral gateways for each Cisco Unified CVP call server.
- E. For a single data center with centralized deployment, deploy Cisco Unified CVP with N:N redundancy.
Answer: A,C
NEW QUESTION # 38
Which option best describes the issue with a call failing in Cisco Unified ICM at the Send to VRU node in a comprehensive Cisco Unified Customer Voice Portal deployment?
- A. The Cisco Unified CVP server is running on temporary licenses.
- B. The VRU label in the Cisco Unified CVP dial plan does not match the dial peer on the VXML gateway.
- C. The VXML application is not deployed to the CVP servers.
- D. The call type is not mapped to the Cisco Unified ICM script.
Answer: B
NEW QUESTION # 39
What are two descriptions for the CUIC database? (Choose two.)
- A. Data in the CUIC database is replicated every 10 seconds to sync up all participating nodes' changes.
- B. The CUIC runs its own MvSQL database storing users, roles, permissions, and report templates.
- C. The CUIC database sets up the enterprise replication among all participating nodes.
- D. A Voice Operating System (VOS) installs a MvSQL database as part of the base platform installation.
- E. Database purge schedule can be controlled or changed through the command-line interface.
Answer: B,E
Explanation:
B One of the descriptions for the CUIC database is that the CUIC runs its own MySQL database storing users, roles, permissions, and report templates, as it provides a repository for CUIC configuration and customization data. C Another description for the CUIC database is that database purge schedule can be controlled or changed through the command-line interface, as it allows the administrator to set the frequency and duration of data purging for historical and real-time tables. Reference = [Cisco Unified Intelligence Center Installation and Upgrade Guide Release 12.5(1)], page 11; [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 10
NEW QUESTION # 40
What is the role of the Cisco Unified Contact Center Enterprise Administration (CUCEA) in UCCE?
- A. To manage and control the UCCE system components
- B. To provide real-time statistics on call center performance
- C. To handle incoming customer interactions
- D. To manage UCCE configuration and administration tasks
Answer: D
NEW QUESTION # 41
Refer to the exhibit.
In a Cisco Finesse 10.0(x) deployment, an agent with single line 89XX hard phone is having trouble logging into the desktop. The error message highlighted has been found in the CTI Jgw1 log file. Which option describes the likely cause of this error?
- A. PG user does not have "Standard CTI Allow Control of Phones supporting ConnectedXfer and conf user group" role.
- B. Phone line does not have the Maximum Number of Calls and Busy Trigger setting set to 2 and 1 respectively.
- C. Phone IPv6 feature is enabled.
- D. Phone Join Across Lines feature is enabled.
- E. MAC address of the phone not associated with PG user.
Answer: D
NEW QUESTION # 42
Which device access is needed to manage agent phones for UCCE/PCCE?
- A. Config Manager tool
- B. Finesse Admin
- C. CCE Web Admin tool
- D. CUCM Admin
Answer: D
Explanation:
A CUCM Admin access is needed to manage agent phones for UCCE/PCCE, as it allows the administrator to configure device pools, partitions, calling search spaces, and other settings for the agent phones. Reference = Administering Advanced Cisco Contact Center Enterprise (CCEAA), page 4
NEW QUESTION # 43
Which of the following tools can be used to troubleshoot common UCCE issues related to CTI connectivity? (Select all that apply)
- A. Cisco Unified Communications Manager (CUCM)
- B. Cisco Unified Contact Center Enterprise Administration (CUCEA)
- C. Cisco Unified Intelligence Center (CUIC)
- D. Cisco RTMT (Real-Time Monitoring Tool)
Answer: A
Explanation:
Cisco Unified Communications Manager (CUCM). The Cisco Unified Communications Manager (CUCM) can be used to troubleshoot UCCE issues related to CTI (Computer Telephony Integration) connectivity.
It provides tools to monitor CTI traffic and analyze signaling activity.
NEW QUESTION # 44
What are the different types of reports available in UCCE?
- A. Agent, supervisor, and administrator reports
- B. Technical, operational, and administrative reports
- C. Historical, scheduled, and real-time reports
- D. Financial, sales, and marketing reports
Answer: C
NEW QUESTION # 45
Which two statements about Precision Queues are true? (Choose two.)
- A. At least one step must be configured for a Precision Queue.
- B. Precision Queues can be configured for usage in agent-based inbound campaigns.
- C. A Consider If statement may be configured in any step.
- D. A Wait Time may be configured in any step except for the last step.
- E. Either ICM Skill Groups or Precision Queues must be utilized within an ICM instance - not both.
Answer: A,D
NEW QUESTION # 46
Which three objects are created by the Domain Manager tool in the Cisco Unified ICM? (Choose three.)
- A. ICM instance
- B. ICM Organizational Unit
- C. ICM Security policy
- D. ICM agent users
- E. ICM facility
- F. ICM User Group policy
Answer: A,B,E
NEW QUESTION # 47
Which of the following are components of the Cisco Packaged Contact Center Enterprise (PCCE)? (Select all that apply)
- A. Cisco Unified Communications Manager (CUCM)
- B. Cisco Unified Intelligence Center (CUIC)
- C. Cisco Unified Customer Voice Portal (CVP)
- D. Cisco Unified Contact Center Enterprise (UCCE)
Answer: A,C,D
NEW QUESTION # 48
Which two call transfers are supported in PCCE Deployments? (Choose two.)
- A. SIP Refer
- B. SRTP Refer
- C. CCE Managed Transfer
- D. Release VXML Trunk Transfer
- E. CUCM Destination Transfer
Answer: A,C
Explanation:
C CCE Managed Transfer is supported in PCCE Deployments, as it allows the agent to transfer a call to another agent or skill group within the same PCCE system using the Finesse desktop. E SIP Refer is supported in PCCE Deployments, as it allows the agent to transfer a call to an external destination using the SIP Refer method. Reference = [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 43; [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 101
NEW QUESTION # 49
What are two mandatory ICM AW configurations to get the PCS working properly? (Choose two.)
- A. Set "user.microapp.isPostCallSurvey'' to n before either the label node or the Queue to Skillgroup/PQ node in the initial incoming DN routing script logic.
- B. Configure the Survey DN, CT and associate with the Survey routing script.
- C. Create a new call type for Post Call Survey, map survey dialed number pattern to the incoming dialed number, and associate the incoming dialed number patterns to the survey call type.
- D. Set \iser.microapp.isPostCallSurvev' to y after either the label node or the Queue to Skillgroup/PQ node in the initial incoming DN routing script logic.
- E. Create a new call type for Post Call Survey, map incoming dialed number to a survey dialed number pattern, and associates the survey dialed number patterns to the survey call type.
Answer: B,D
Explanation:
Configuring the Survey DN, CT and associate with the Survey routing script is one of the mandatory ICM AW configurations to get the PCS working properly, as it defines the destination and the treatment for the post call survey. B Setting user.microapp.isPostCallSurvey to y after either the label node or the Queue to Skillgroup/PQ node in the initial incoming DN routing script logic is another mandatory ICM AW configuration to get the PCS working properly, as it indicates that the call is eligible for post call survey. Reference = [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 25
NEW QUESTION # 50
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