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

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Total 60 questions
Question 1

Which tool can be used to verify the configuration of Basic Call settings?



Answer : D

the Call Tracer tool can be used to verify the configuration of Basic Call settings. This tool allows administrators to trace the progress of a call from the time it is placed until it is routed to the correct destination.

The tool used to verify the configuration of Basic Call settings in Cisco's contact center solutions is: D. Call Tracer: Call Tracer allows administrators to trace the call flow and verify how calls are handled based on the current configuration. It's an essential tool for diagnosing and troubleshooting call processing issues and ensuring that call settings are correctly configured. Reference: Cisco's documentation on tools and utilities for contact center solutions often includes information on Call Tracer and its use in verifying call configurations and troubleshooting call flow issues.


Question 2

What are two descriptions for the Agent Targeting Rule? (Choose two.)



Answer : A, E

the Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG) by allowing the configuration of Media groups by specifying the Agent id range and valid Routing Clients. Additionally, the Agent Targeting Rule allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients.

The Agent Targeting Rule in Cisco Contact Center Enterprise (CCE) serves two main purposes: A. Simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG): By defining rules that target specific agents or groups of agents based on their extensions or other criteria, the configuration process for call routing is streamlined, making it easier to manage and maintain. E. Allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients: This enables precise routing decisions to be made, ensuring that calls are directed to the appropriate agents based on predefined rules and criteria. Reference: Cisco CCE documentation that covers Agent Targeting Rules provides detailed explanations on how these rules function and how they simplify call routing configurations.


Question 3

What are two types of reports Cisco Unified Intelligence Center will provide? (Choose two.)



Answer : B, C

Cisco Unified Intelligence Center (CUIC) provides various types of reports to help manage and optimize contact center operations, including: B. Real-time Report: These reports provide up-to-the-minute data on contact center activity, such as current call volumes, agent status, and queue statistics, enabling immediate insights into operational performance. C. Historical Report: These reports offer in-depth analysis of past performance, including call volume trends, service level compliance, and agent performance over time, facilitating long-term planning and performance improvement. Reference: Cisco CUIC's official documentation often outlines the types of reports available, including real-time and historical reports, and their applications in contact center management.


Question 4

Which two role types have access to CUIC reporting objects maintained through a system of Roles and Permissions? (Choose two.)



Answer : A, D

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. Reference: 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.


Question 5

Users should be associated as members of a Security Group to access Configuration Manager or Script Editor. Where can this task be accomplished?



Answer : C

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. Reference: Cisco's documentation on security and user management for Contact Center solutions often includes guidelines on using Active Directory to manage access and permissions.


Question 6

Which communication protocol is being used between PG/Router and Live Data to generate report information?



Answer : C


Question 7

How are additional ICM Tools added?



Answer : C

Additional ICM tools are typically added through the Admin Server node. The Administration Tools folder on the Admin Server contains various ICM configuration and management tools, including the Script Editor, Configuration Manager, and others. By installing or configuring these tools on the Admin Server, they become available for use in managing and configuring the ICM environment. Reference: Cisco ICM/UCCE administrative documentation provides guidelines on setting up and managing the ICM environment, including the addition of tools through the Admin Server.


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Total 60 questions