Cisco 500-442 - Administering Cisco Contact Center Enterprise (CCEA)

For a script to run in a Cisco Contact Center environment, it must be associated with:D.Call Type:Call Types categorize calls based on their characteristics or how they should be handled. Associating a script with a Call Type allows the system to execute the script for calls of that category, applying the specific routing logic defined in the script.E.Dialed Number (DN):The Dialed Number is used to identify the call's intended destination or service. Associating a script with a Dialed Number allows the system to trigger the script when a call is received on that number, ensuring that calls are processed according to the routing logic defined for that DN.References:Cisco scripting and configuration documentation for Contact Center solutions detail how scripts are associated with Call Types and Dialed Numbers to control call routing and processing.

For CCE to begin routing the contact and start processing the call, the following components must be configured:A.ICM script:The ICM script contains the routing logic and instructions that dictate how calls are handled and routed within the contact center environment.D.Call type:Call types are used to categorize contacts based on their characteristics or requirements, allowing the ICM script to apply the appropriate routing decisions based on the call type classification.References:Cisco's documentation on Contact Center scripting and call type configuration provides insights into setting up these components for effective call routing and processing.

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.

In Cisco Outbound Option for Contact Center solutions, two possible Outbound Dialing Modes include:B.Preview Mode:In this mode, agents are presented with call information prior to the call being placed, giving them an opportunity to review the customer's details and prepare for the interaction.E.Predictive Mode:This mode uses statistical algorithms to predict when agents will become available and places calls in anticipation of that availability, maximizing agent efficiency and reducing idle time.References:Cisco's documentation on Outbound Option includes detailed explanations of different dialing modes, including Preview and Predictive modes, and their implementation in outbound campaigns.

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

The correct answer is C.The Extension Mobility feature can be described as follows1:

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 Phones1.

The feature enables users to log in to any phone that supports Extension Mobility and use it as their own phone1.

The feature supports both intra-cluster and cross-cluster scenarios, where users can log in to phones that are located within the same or different Unified CM clusters1.

The other options are incorrect because:

Option A is incorrect because the device profile needs to be created in Unified CM, not CCE, and associated with the user, not the agent1.

Option B is incorrect because only the device profile needs to be added to the pg user account, not the phone2.

Option D is incorrect because the Extension Mobility Cross Cluster works on phones that are located in different Unified CM clusters, not the same cluster1.

Extension Mobility is a feature of Cisco Unified Communications Manager (CM) that allows users to temporarily access their personal phone settings, such as line appearances, services, and speed dials, on different Cisco Unified IP Phones. This feature is particularly useful in environments where users change workspaces frequently or share workspaces with others.References:Cisco Unified CM's official documentation provides comprehensive details on the Extension Mobility feature, including its setup, configuration, and usage.

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.

Within Cisco Unified Intelligence Center (CUIC), the two role types that have access to reporting objects, maintained through a system of Roles and Permissions, include:A.Report Designer:This role is responsible for creating and modifying reports within CUIC, tailoring them to meet specific informational needs.D.Report Definition Designer:This role involves defining the structure and sources of data for reports, ensuring that the reports provide relevant and accurate information.References:Cisco CUIC documentation, which covers the platform's roles and permissions model, details the responsibilities and access levels of different roles, including Report Designer and Report Definition Designer.