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NEW QUESTION # 35
Apart from CVP Call Studio, what are two other components that have a role in the VXML application's functioning? (Choose two.)
- A. VRU PG
- B. Finesse Server
- C. Unified Communications Manager
- D. Voice Browser
- E. Media Server
Answer: C,D
NEW QUESTION # 36
How many clusters of Finesse will a single PG support?
- A. one
- B. two
- C. three
- D. four
Answer: A
NEW QUESTION # 37
When is the IVR leg established in a CCE Call Flow?
- A. when CVP establishes an HTTP link with the Media Server
- B. when CVP establishes an HTTP link with theVVB(or IOS VXML Gateway)
- C. when the Ingress Gateway delivers a SIP invite message to the CVP server
- D. when CVP establishes an HTTP link with the VXML Server
Answer: D
NEW QUESTION # 38
What are two channels or features supported by ECE? (Choose two.)
- A. Email
- B. Callback
- C. Chat
- D. TSMS
- E. Courtesy Callback
Answer: A,E
NEW QUESTION # 39
What are the two main features of the Cisco VVB? (Choose two.)
- A. supports only one language for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
- B. provides a more comprehensive and effective agent service by efficiently handling call traffic with self-service or fast transfer to the correct customer the first time
- C. provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
- D. allows an agent to retrieve the required information through voice commands without interacting with a customer
- E. allows customers to retrieve the required information through voice commands without interacting with an agent
Answer: C,E
Explanation:
Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. Cisco VVB has the following features: * Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies. * Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configuration/guide/cvvb_b_ciscovvb-administration-and-configuration-guide/cvvb_b_ciscovvb-administration-and-configuration-guide_chapter_01.pdf
NEW QUESTION # 40
Which variable remains available to all scripts in the system until reset?
- A. User variable
- B. Call variable
- C. Peripheral variable
- D. Caller Entered digits
Answer: B
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. Monitor
- B. Edit
- C. Quick Edit
- D. Browse
Answer: C
NEW QUESTION # 42
Which two steps are required to configure RONAfor CCE? (Choose two.)
- A. Survivability
- B. Scripting logic
- C. Skill target configuration
- D. CCE Web Admin
- E. Auto-answer
Answer: C,D
NEW QUESTION # 43
Which two components are needed to setup RONA? (Choose two.)
- A. Skill Target Configuration
- B. Call Routing Logic
- C. Agent Permission levels
- D. System timers
- E. Attribute settings
Answer: A,E
NEW QUESTION # 44
What is the goal of identifying a call type?
- A. to ensure the call reaches the agent in the correct queue
- B. to ensure the contact is handled by the correct CCE Routing Script
- C. to ensure the correct Skill Target is selected
- D. to ensure the call goes to the correct MRD
Answer: C
NEW QUESTION # 45
What value is used for Variable REQUERY_NO ANSWER?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
NEW QUESTION # 46
Which two components must a script be associated with to run? (Choose two.)
- A. Media Routing Domain
- B. Call Type
- C. Skill Target
- D. Dialed Number
- E. CED
Answer: A,D
NEW QUESTION # 47
What are the two main features of theCisco VVB? (Choose two.)
- A. provides multilingual support forCisco VVBserver prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
- B. provides a more comprehensive and effective agent service by efficiently handling call traffic with self-service or fast transfer to the correct customer the first time
- C. supports only one language forCisco VVBserver prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
- D. allows an agent to retrieve the required information through voice commands without interacting with a customer
- E. allows customers to retrieve the required information through voice commands without interacting with an agent
Answer: A,E
Explanation:
Explanation
Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. Cisco VVB has the following features: * Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies. * Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configu
NEW QUESTION # 48
How can the Extension Mobility feature be described?
- A. The Cisco Unified CM feature that allows Agents to temporarily access their Cisco Unified IP Phone configuration, such as line appearances, services, and speed dials, from other Unified IP Phones.
- B. The Extension Mobility Cross Cluster works on phones that are located in the same Unified CM cluster.
- C. As part of the configuration, the Device profile needs to be created in CCE and associate each Device Profile with the appropriate Agent.
- D. As part of the configuration, both device profiles and phones need to be added to the pg user account.
Answer: A
Explanation:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_5_2/ccmfeat/CUCM_BK_C3A84B33_00_cucm-feature-configuration-guide_1052/CUCM_BK_C3A84B33_00_cucm-feature-configuration-guide_chapter_011101.html
NEW QUESTION # 49
How are additional ICM Tools added?
- A. Admin Server node will add the additional tools provided in the Administration Tools folder.
- B. The Logger Server node will add the additional tools provided in the Administration Tools folder.
- C. Script Editor is available in the PG and ICM Router server.
- D. PG Server node will add the additional tools provided in the Administration Tools folder.
Answer: C
NEW QUESTION # 50
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment?
(Choose two.)
- A. configure Skill groups and Skill targets
- B. configure Agent Desk Settings
- C. configure Agent Route Groups
- D. configure Route teams and Skill targets
- E. configure the Administrators
Answer: A,C
NEW QUESTION # 51
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?
- A. Using a configured Dial Peer, the Ingress Gateway delivers a SIP invite message to the CVP server.
- B. CVP establishes an HTTP link with theVVB(or IOS VXML Gateway), establishing the IVR Leg of the call.
- C. ICM responds to the Route Request by running a Routing Script.
- D. CVP delivers a Route Request to the ICM Central Controller.
Answer: B
NEW QUESTION # 52
Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)
- A. ICM script
- B. Skill Targets
- C. Call type
- D. Media routing domain
- E. Network VRU
Answer: A,C
NEW QUESTION # 53
Which two steps are involved in configuring and evaluating business in an ICM script? (Choose two.)
- A. Configure Business Hours under Organizational Setup > Departments under CCE Admin
- B. Configure an IF node in ICM script editor
- C. Configure set variable in ICM script editor
- D. Use the expression BusinessHourStatus.<Calendar Name> . BusinessHours in the IF node.
- E. Configure Business Hours under Organizational Setup > Business hours under CCE Admin
Answer: D,E
NEW QUESTION # 54
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. Enable "Require Idle Reason"
- B. Enable "Require Logout Reason"
- C. Wrap-up on Incoming, set to Required
- D. Wrap-up on Outgoing, set to Required
Answer: B
NEW QUESTION # 55
What is the maximum number of attributes that can be assigned to an Agent?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
NEW QUESTION # 56
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The 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. The exam validates the candidate's understanding of CCE architecture, configuration, and troubleshooting.
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