Cisco 500-445 CCECE Exam Questions Instant Access

Question 1

Which partition level settings are needed to configure email?

ADefault SMTP server settings, Alarm service delay, Auto response number

BMaximum activities to pull at a time, Alarm service delay, Auto response number, Auto response time

CDefault SMTP server settings, Auto response time, Personalized activity assignment

DAlarm service delay, Auto response time, Auto response number

Answer : A

Default SMTP server settings, Alarm service delay, and Auto response number. The Default SMTP server settings are used to configure the server that will be used to send and receive emails. The Alarm service delay controls the amount of time before an alert is triggered when a customer does not respond to a ticket. The Auto response number is used to set the maximum number of times an auto-response will be sent for each ticket.

Question 2

What are two specifications for reporting templates? (Choose two.)

AThe availability of templates is controlled by licenses.

BA user can only create ten reports per template.

COnly one report can be created per template.

DAny number of reports can be created from a template.

ETemplates can be deleted.

Answer : D, E

A reporting template can be used to create multiple reports with the same configurations, thus allowing users to create multiple reports with the same configurations. Additionally, templates can be deleted as per the requirement, if it is not needed anymore. But it's important to note that once a template is deleted, all reports created from that template will be deleted as well.

Question 3

Which items must be configured before agents can reply to emails from customers?

AInbound workflows, Outbound workflows, Email aliases, Users, Queues

BInbound workflows, Outbound workflows, Users, Email aliases

CInbound workflows, Outbound workflows, Queues, DN

DEmail aliases, Inbound workflows, Users, Queues

Answer : B

Before agents can reply to emails from customers, the following items must be configured: Inbound workflows, Outbound workflows, Users, and Email aliases. Inbound workflows and Outbound workflows are used to configure the routing of emails, while Users and Email aliases are used to configure the agents and their email addresses. Queues are used to store emails that are waiting to be assigned to an agent.

Question 4

When does the workflow assignment service publish a message to the application server?

Awhen the agent logs out

Bwhen a new email is assigned to a user

Cwhen a new task is created

Dwhen the agent login in

Answer : B

Question 5

Which feature is unable to be deleted or made inactive?

AEnterprise Chat and Email

BUnified CCE

CException Queue

DSupervisory Queues

Answer : B

Unified CCE is a component of Cisco Unified Contact Center Enterprise (UCCE) and cannot be deleted or made inactive. Unified CCE is responsible for handling customer requests, routing calls, and providing customer service. It is an essential part of UCCE and must be installed and available before Enterprise Chat and Email can be used.

Unified CCE (Unified Contact Center Enterprise) is a Cisco product that provides a comprehensive, multichannel customer contact solution. It includes a set of software and hardware components that work together to provide advanced call routing, contact management, and reporting capabilities.

Unified CCE is the core platform on which other Cisco products like Enterprise Chat and Email, Exception Queue and Supervisory Queues are built upon. It is the foundation of the contact center infrastructure and it's unable to be deleted or made inactive as it provides the foundation for other Cisco products.

It's important to note that the specific requirements for the contact center infrastructure may vary depending on the version of CCE and the specific requirements of the organization. It's recommended to consult the Cisco documentation and your Cisco support team for further assistance.

Cisco: Cisco Unified Contact Center Enterprise

Cisco: Cisco Unified Contact Center Enterprise Architecture

Cisco: Cisco Unified Contact Center Enterprise Product Overview

Question 6

Which group must an email match to be transferred to any queue?

AApplication path

BBusiness hour

CMedia class

DApplication instance

Answer : C

Emails are transferred to queues based on the Media Class that they match. A Media Class is a set of conditions that are used to match and route interactions to specific queues. Reference:

Cisco UCCE Administrator Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-administration-guide_chapter_01000.html#topic_CACD2A1C2A43

Cisco UCCE System Administration Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-system-administration-guide_chapter_01100.html

Question 7

What is the messaging server component for 400 agent deployments?

Acollocated with other components and with services server

Balways installed on a dedicated VM

Ccollocated only with services server

Dcollocated with other components

Answer : A

Collocated with other components and with services server, means that the messaging server component will be installed on the same machine as other components and with services server, which is suitable for 400 agent deployments. This allows for better resource utilization and cost efficiency. This configuration is also known as a 'co-resident' deployment. Reference: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility_matrix/11_5/cec_b_crs-ece-11-5-compatibility-matrix.html

Cisco Implementing Cisco Contact Center Enterprise Chat and Email 500-445 CCECE Exam Questions