Cisco 500-442 Administering Cisco Contact Center Enterprise CCEA Exam Practice Test

Answer : B

Answer : C, E

With the Script Editor in Cisco's contact center solutions, two types of scripts that can be created are: C. Routing Scripts: These scripts define the logic for how calls are routed within the contact center, including decisions based on time of day, caller input, agent availability, and other factors. E. Administrative Scripts: These scripts are used for system-wide functions that are not directly related to call routing, such as setting system parameters, defining exception handling routines, or managing holiday schedules. Reference: Cisco's documentation on Script Editor and scripting in contact center solutions provides comprehensive guides on creating and managing Routing and Administrative scripts, outlining their purposes and functionalities.

Answer : C

In Cisco Finesse, the supported number of Workflows is: C. up to 100 Workflows with 20 per Team: This allows for a significant degree of customization and automation within the Finesse environment, enabling different teams to have tailored workflows that match their specific operational needs and enhance productivity. Reference: Cisco Finesse documentation provides detailed information on the capabilities and limitations of workflows within the Finesse environment, including the maximum number of workflows supported and the allocation per team.

Answer : C, D

the Agent Desktop Admin Role can access the Script Editor tool and the Config Manager Tools. The Script Editor tool allows agents to customize their scripts, while the Config Manager Tools allow administrators to manage their configuration settings across multiple devices.

An Agent Desktop Admin Role in Cisco's contact center solutions can access the following two tools: C. Reason Code: This tool allows the desktop admin to configure and manage the reason codes that agents can use to indicate their status (e.g., not ready, wrap-up). It's crucial for tracking and managing agent availability and productivity. D. Workflow: This tool enables the desktop admin to define and manage workflows on the agent desktop, which can automate tasks, present specific call-related information, or trigger alerts based on predefined conditions. Reference: Cisco Finesse documentation, which covers agent desktop customization and administration, provides details on the tools and capabilities available to desktop administrators, including reason codes and workflows.

Answer : B, D

the two PCCE deployment models that support the Avaya ACD Integration are DPCCE 12K and DPCCE 4K. DPCCE 12K is a distributed PCCE deployment model that supports up to 12,000 agents, while DPCCE 4K is a distributed PCCE deployment model that supports up to 4,000 agents.

The two PCCE (Packaged Contact Center Enterprise) deployment models that support the Avaya Automatic Call Distributor (ACD) Integration are: B. DPCCE 12K: This model, designed for larger deployments, supports integration with various third-party ACDs, including Avaya, allowing for a seamless connection and call routing between systems. D. DPCCE 4K: Similar to the 12K model but designed for smaller scale deployments, this model also supports integration with Avaya ACDs, providing flexibility in connecting Cisco's contact center solutions with Avaya's call distribution systems. Reference: Cisco's documentation on PCCE deployment models and third-party ACD integration provides insights into the capabilities and compatibilities of different deployment options, including those that support Avaya ACD integration.

Answer : D, E

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. Reference: 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.

Answer : A

The function of the CVP Subdialog Return element in a VXML application is to populate variables sent back to Cisco Contact Center Enterprise (CCE) from the VXML application. This element is used at the end of a subdialog invocation to return control to the main IVR application, along with any data collected or processed during the subdialog. This mechanism allows for dynamic exchange of information between different parts of an IVR application and the broader Contact Center solution, enabling complex call flows and data-driven decision-making. Reference: Documentation on Cisco's VXML Server and CVP provides detailed information on how Subdialog Return elements are used within VXML applications to interface with CCE and other components of the Contact Center infrastructure.