Cisco 500-444 - Cisco Contact Center Enterprise Implementation and Troubleshooting

The correct tools to download logs for CCE troubleshooting are:

Diagnostic framework portico: This is a web-based interface that allows you to access various diagnostic tools and logs for CCE components. You can use it to run diagnostic tests, collect logs, view system status, and troubleshoot issues1.

Unified System CLI: This is a command-line interface that allows you to access diagnostic tools and logs for CCE components from a single point of entry. You can use it to run diagnostic tests, collect logs, view system status, and troubleshoot issues2.

RTTEST: This is a command-line tool that allows you to monitor the real-time status of CCE components and processes. You can use it to view the state of calls, agents, peripherals, routes, and scripts3.

References:

1: Diagnostic Framework Portico 2: Unified System CLI 3: RTTEST

 The deployment team is responsible for ensuring that servers designated for use by CCE VMs meet the requirements, including but not limited to Storage System Performance and IOPS (Input/Output Operations Per Second) Requirements. The deployment team is the group of engineers who install, configure, and test the CCE solution at the customer site. They must follow the design specifications and guidelines provided by the design team, and verify that the hardware and software components are compatible and meet the performance and capacity requirements. The deployment team must also ensure that the CCE VMs are deployed on the appropriate servers and have the correct network and storage configurations1. References: Troubleshooting Cisco Contact Center Enterprise (CCET) course outline2, Virtualization for Cisco Packaged CCE Release 11.6(x)1.

The CLI command that manages the Java Keystore Certificate in Windows CCE servers is keytool. Keytool is a utility that is included in the Java Runtime Environment (JRE) and allows you to create, import, export, list, and delete certificates, keys, and keystores. A keystore is a repository of security certificates that can be used for SSL/TLS communication. The Java Keystore Certificate is the default keystore that is used by the Java applications running on the Windows CCE servers, such as the Web Setup tool, the Diagnostic Framework Portico, and the Unified Intelligence Center12. To use keytool, you need to open a command prompt window and navigate to the JRE bin directory, which is typically located at C:\Program Files\Java\jre\bin. Then, you can use the keytool command with various options and parameters to perform the desired operations on the Java Keystore Certificate34. References: Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2)1, Implement CA Signed Certificates in a CCE 12.6 Solution2, SSL Certificate Installation - Java Based Web Servers - DigiCert3, Keytool - Oracle Help Center4.

A voice gateway (VGW) is a device that connects a traditional telephony network, such as a TDM trunk, to a voice over IP (VoIP) network, such as a Cisco Unified Communications Manager (CUCM) cluster. A VGW performs signaling and media conversion between the two networks, and can also provide supplementary services, such as call routing, digit manipulation, transcoding, conferencing, and fax relay. A VGW can be a standalone device, such as a Cisco Integrated Services Router (ISR), or a software module, such as a Cisco Unified Border Element (CUBE). A CUBE is a special type of VGW that can also provide security, demarcation, and interworking functions for VoIP calls. A CUBE can be deployed between two VoIP networks, such as CUCM and a service provider SIP trunk, or between a TDM trunk and a VoIP network, in which case it acts as both a CUBE and a VGW. A CUCM is not a VGW, but a call control platform that manages VoIP endpoints, such as IP phones, and interacts with VGWs for call routing and signaling. A CUSP is a Cisco Unified SIP Proxy, which is a device that provides SIP routing and load balancing for VoIP networks. A CUSP is not a VGW, but a SIP proxy server that can work with CUCM and CUBE to optimize SIP call flows. References:

Troubleshooting Cisco Contact Center Enterprise (CCET), Module 1: Voice Gateway Overview1

Cisco Contact Center Enterprise Implementation and Troubleshooting (CCEIT), Module 2: Voice Gateway Configuration2

Cisco Unified Border Element Configuration Guide3

Cisco Unified SIP Proxy Configuration Guide4

 A push sync is triggered when an administrator performs any create, update, or delete operation on a specific configuration item. A push sync sends the configuration changes to all the nodes in the PCCE deployment. A push sync is also triggered when an administrator adds or removes a node from the deployment.

References:

Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-9

Implementing Cisco Contact Center Enterprise (CCEI), page 2-10

Answer: D

The PCCE wizard uses the Service Account login for logins to access the appropriate server and enable interfaces, databases, and protocols. The Service Account login is an existing Active Directory user in the same domain as the Packaged CCE servers. This account is added to the Service group during the initialization of the Packaged CCE deployment type. The Service Account login has the required permissions to access the SQL Server, the Organizational Units, and the Security Groups for the Packaged CCE components.

References:

Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.6 (1) - Initialize the Packaged CCE 2000 Agents Deployment Type1

Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1) - Configure PCCE Local Authorization2

According to the Cisco documentation12, single sign-on (SSO) in PCCE can be implemented in one of these three modes:

SSO - Enable all agents and supervisors in the deployment for SSO. This mode requires the use of SAML assertions to exchange authentication and authorization details between an identity provider (IdP) and an identity service (IdS)1.

SAML - Security Assertion Markup Language (SAML) is an XML-based standard that allows the IdP to issue SAML assertions, which are packages of security information transferred from the IdP to the service provider for user authentication1. SAML is the underlying technology that enables SSO in PCCE2.

Hybrid - Enable agents and supervisors selectively in the deployment for SSO. Hybrid mode allows you to phase in the migration of agents from a non-SSO deployment to an SSO deployment and enable SSO for local PGs. Hybrid mode is useful if you have third-party applications that don’t support SSO, and some agents and supervisors must be SSO-disabled to sign in to those applications1.

Option A is incorrect because Non-SSO is the opposite of SSO, and it means continuing to use existing Active Directory-based and local authentication, without SSO1. Option C is incorrect because ldS is a typo for IdS, which is not a mode but a component of SSO. Option D is incorrect because ldP is a typo for IdP, which is also not a mode but a component of SSO.

References:

1: Single Sign-On - Cisco3

2: Cisco Packaged Contact Center Enterprise Features Guide Release 11.6 (1) - Single Sign-On [Cisco Packaged Contact Center Enterprise] - Cisco

SSO - Enable all agents and supervisors in the deployment for SSO.

Hybrid - Enable agents and supervisors selectively in the deployment for SSO. ...

Non-SSO - Continue to use existing Active Directory-based and local authentication, without SSO.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_12_6_1/maintenance/guide/pcce_b_features-guide-1261/pcce_b_features-guide-1261_chapter_01110.html

The Active and Configured CUIC Users for the 2K deployment model are 200 and 800 respectively. This means that the CUIC server can support up to 200 concurrent users and up to 800 configured users. A concurrent user is a user who is logged in to CUIC and actively using the application. A configured user is a user who has an account in CUIC, regardless of whether they are logged in or not. The 2K deployment model is one of the UCCE deployment types that defines the maximum number of agents, supervisors, and reporting users that can be supported by the system. The 2K deployment model can support up to 2000 agents, 200 supervisors, and 200 CUIC concurrent users12. References:

Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.5 (1) and 12.5 (2) - CLI Commands during Installation and Upgrade 2

Cisco 500-444 Quiz 1 Topic 8 Questions 1-5 1

Cisco Identity Service (IdS) is a component of Cisco Unified Contact Center Enterprise (CCE) that enables single sign-on (SSO) for users to access various CCE applications, such as Finesse, Unified Intelligence Center, and ECE1. IdS acts as a service provider (SP) that delegates the authentication process to an external identity provider (IdP), such as Active Directory Federation Services (AD FS), PingFederate, or Okta2.

To configure the Cisco IdS using PCCE Web Administration Manager (S.P.O.G), a trust relationship must be established by downloading and exchanging a metadata file between the IdS and the IdP. This means that both the IdS and the IdP must have each other’s metadata file imported into their configuration, so that they can exchange information such as the entity ID, the endpoints, the certificates, and the SSO protocol3. Therefore, the correct answer is B: IdS to IdP and IdP to IdS.

The other options are incorrect because:

A: IdS to IdP is only half of the trust relationship, as the IdP also needs to have the IdS metadata file imported.

C: IdP to IdS is also only half of the trust relationship, as the IdS also needs to have the IdP metadata file imported.

D: IdS to IdP and IdP to Active Directory (AD) is not a valid option, as the IdP does not need to exchange a metadata file with AD. The IdP can use AD as a user directory, but it does not need to establish a trust relationship with it for SSO purposes4.

References:

1: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Cisco Identity Service 2: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Single Sign-On 3: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Identity Provider 4: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Active Directory