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500-442 Dumps Full Questions - Exam Study Guide
Cisco Contact Center Enterprise (CCE) is a comprehensive contact center solution that enables organizations to provide their customers with high-quality customer service. The CCE solution includes various components, such as Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Intelligence Center (CUIC), and Cisco Finesse. The Cisco 500-442 exam is designed to test the knowledge and skills of candidates who are responsible for administering these components of the CCE solution.
Cisco 500-442 Exam is intended for professionals who work with Cisco Contact Center Enterprise solutions and are responsible for their implementation, management, and troubleshooting. These professionals include system engineers, network administrators, network engineers, and IT managers. 500-442 exam validates the candidate's understanding of CCE architecture, configuration, and troubleshooting.
Cisco 500-442 certification exam is essential for IT professionals who want to advance their careers in the contact center industry. Administering Cisco Contact Center Enterprise certification showcases a candidate’s expertise in implementing and managing Cisco Contact Center solutions. It is also an excellent way to demonstrate to potential employers that you have the skills and knowledge necessary to succeed in a contact center environment.
NEW QUESTION # 30
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor.
Where can this task be accomplished?
- A. Active Directory
- B. Configuration Manager
- C. Domain Manager
- D. CCE Admin page
Answer: D
NEW QUESTION # 31
How many clusters of Finesse will a single PG support?
- A. two
- B. four
- C. one
- D. three
Answer: C
NEW QUESTION # 32
In a contact center, agents must select the Reason Code when they go to the "Not Ready" state. Which configuration by an administrator in Agent Desk Settings allows this action?
- A. Wrap-up on Outgoing, set to Required
- B. Enable "Require Idle Reason"
- C. Wrap-up on Incoming, set to Required
- D. Enable "Require Logout Reason"
Answer: D
NEW QUESTION # 33
What are two types of reports Cisco Unified Intelligence Center will provide? (Choose two.)
- A. Call Routing Reports
- B. Administration Audit Report
- C. Historical Report
- D. TCP/IP disconnect reports
- E. Real-time Report
Answer: B,C
NEW QUESTION # 34
Which two steps are required to configure RONA for CCE? (Choose two.)
- A. Skill target configuration
- B. Survivability
- C. CCE Web Admin
- D. Auto-answer
- E. Scripting logic
Answer: A,E
NEW QUESTION # 35
Which two functionalities should a Contact Center typically be provided? (Choose two.)
- A. Surveys
- B. TCP/IP
- C. Skill-Based Routing
- D. IVR and Queuing
- E. Routing Protocols
Answer: C,D
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.References: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.
NEW QUESTION # 36
Which two components are needed to setup RONA? (Choose two.)
- A. Call Routing Logic
- B. Skill Target Configuration
- C. System timers
- D. Agent Permission levels
- E. Attribute settings
Answer: A,C
Explanation:
To set up Ring No Answer (RONA) in a Cisco Contact Center Enterprise (CCE) environment, the two essential components are:B.Call Routing Logic:This involves configuring the call routing scripts or routing strategies to handle scenarios where an agent does not answer within a specified time, ensuring that the call is redirected or queued appropriately.C.System timers:These are configured to define the time duration an agent's phone rings before the call is considered unanswered (RONA). Adjusting these timers ensures that calls are managed efficiently and in a timely manner when agents are unavailable.References:Cisco's technical documentation for CCE includes sections on call routing and system configuration, which detail the setup and management of RONA settings and behaviors.
NEW QUESTION # 37
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
- A. productivity
- B. customer expectations
- C. call abandon rate
- D. average queue time
- E. cost
- F. customer satisfaction
Answer: B,C
NEW QUESTION # 38
Which user role must be assigned to the ToExtVXML variable in the ICM script?
- A. Config Manager Role
- B. ICM Script Amin Role
- C. Internet ScriptEditor Role
- D. Agent Admin Role
Answer: A
Explanation:
The user role that must be assigned to the ToExtVXML variable in an ICM script is:C.Config Manager Role:The Configuration Manager Role is typically responsible for defining and managing script variables within the Cisco ICM scripting environment, including the ToExtVXML variable, which is used to pass information to external VXML applications.References:Cisco ICM scripting documentation provides guidelines on script variable management and the roles required for configuring variables like ToExtVXML, essential for integrating ICM scripts with external VXML applications.
NEW QUESTION # 39
In CCE deployments, which two configuration tasks can be performed via the Finesse Server Administration page? {Choose two.)
- A. Reason Codes
- B. Routing scripts
- C. Skill-groups
- D. Routing Layouts
- E. Workflows
Answer: B,E
NEW QUESTION # 40
Which two components must a script be associated with to run? (Choose two.)
- A. Skill Target
- B. CED
- C. Call Type
- D. Dialed Number
- E. Media Routing Domain
Answer: D,E
NEW QUESTION # 41
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?
- A. Edit
- B. Monitor
- C. Quick Edit
- D. Browse
Answer: C
NEW QUESTION # 42
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?
- A. Edit
- B. Quick Edit
- C. Monitor
- D. Browse
Answer: A
NEW QUESTION # 43
What is the suggested mechanism to offer coaching to agents by supervisors?
- A. Whisper coaching
- B. Desktop chat
- C. Email
- D. TeamMessage
Answer: A
Explanation:
the suggested mechanism to offer coaching to agents by supervisors is Whisper coaching. This is a feature of the Cisco Unified Contact Center Express system that allows a supervisor to provide real-time guidance and coaching to an agent while they are on a call.
The suggested mechanism to offer coaching to agents by supervisors in a Cisco Contact Center environment is D: Whisper coaching. Whisper coaching allows supervisors to speak directly to agents during a call without the customer hearing, providing real-time guidance, feedback, or support. This feature is invaluable for training purposes and for assisting agents in handling complex customer interactions.References:Cisco Finesse and Contact Center solution documentation often describe features like whisper coaching, detailing how they can be used to enhance agent performance and improve customer service quality.
NEW QUESTION # 44
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?
- A. Edit
- B. Quick Edit
- C. Browse
- D. Monitor
Answer: D
Explanation:
In script editing environments like Cisco's Script Editor for Unified Contact Center Enterprise (UCCE), the Monitor mode is indicated by a visual change in the script's appearance, specifically to a bright white background with black dots. This mode allows users to view real-time data and how the script is performing without making any changes to the script itself. It's a diagnostic view that helps in monitoring the script's execution in a live environment.References:Cisco Script Editor documentation provides details on the different script modes, including Monitor mode, and how they are visually represented within the editor.
NEW QUESTION # 45
What does Precision Routing use to determine if an agent is part of its pool?
- A. Expressions
- B. Skills
- C. Teams
- D. Attributes
Answer: C
NEW QUESTION # 46
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)
- A. Routing Scripts
- B. Agents
- C. Administrative Scripts
- D. Deleted Objects
- E. Dialed Numbers
Answer: B,E
Explanation:
In Cisco Contact Center Enterprise (CCE), the Web Administration tool provides a user-friendly interface for configuring various aspects of the contact center. The two configuration objects that can be managed using this tool are:A.Dialed Numbers:The Web Administration tool allows administrators to configure dialed numbers, which are essential for call routing and management within the contact center.B.Agents:The tool also enables the configuration of agent profiles, including their skills, availability, and other relevant settings critical for efficient call distribution and management.References:Cisco's official documentation on the Web Administration tool for CCE outlines the capabilities and configuration options available, including managing dialed numbers and agent settings.
NEW QUESTION # 47
What are two descriptions for the Agent Targeting Rule? (Choose two.)
- A. Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE VRU Peripheral Gateways (PG).
- B. The Agent Targeting Rule allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients.
- C. The Agent Targeting Rule allows configuration of Media groups by specifying the Agent id range and valid Routing Clients.
- D. Agent Targeting Rule configuration simplifies the Mobile Agent configuration for the CCE Agent Peripheral Gateways (PG).
- E. Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG).
Answer: B,E
NEW QUESTION # 48
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor.
Where can this task be accomplished?
- A. CCE Admin page
- B. Active Directory
- C. Configuration Manager
- D. Domain Manager
Answer: B
Explanation:
Associating users as members of a Security Group to access Configuration Manager or Script Editor is typically accomplished through C. Active Directory. In a Cisco Contact Center Enterprise environment, user access and permissions are often managed through integration with Active Directory, where Security Groups are configured to define the roles and access levels of different users. By adding users to the appropriate Security Group in Active Directory, administrators can control access to critical applications like Configuration Manager and Script Editor.References:Cisco's documentation on security and user management for Contact Center solutions often includes guidelines on using Active Directory to manage access and permissions.
NEW QUESTION # 49
What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose two.)
- A. The voice gateway may modify the digits presented to downstream devices.
- B. The voice gateway is responsible for routing the call to the agent.
- C. The PSTN is responsible for delivering the inbound call to a voice gateway.
- D. The voice gateway provides IVR functionality in a Contact Center deployment.
- E. The PTSN is responsible for routing the call to the agent.
Answer: 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.
NEW QUESTION # 50
What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to render reports? (Choose two.)
- A. Cisco Data Browser
- B. Cisco Unified Communication Manager Server
- C. Cisco Virtual Voice Browser
- D. Cisco Administration Serverand Historical Data Server
- E. Cisco Customer Voice PortalReporting Server
Answer: B,E
NEW QUESTION # 51
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