Cisco 500-445 CCECE Exam Questions Instant Access

Question 1

Which three configuration requirements are necessary to implement Agent Single Sign-on in the ECE/CCE environment? (Choose three.)

ACCE scripting for chat and email needs to be configured before configuring ECE SSO.

BSS0 for CCE is enabled by default, so no configuration is needed in CCE before agent SSO for ECE works.

CSS0 is enabled by default; no configuration is necessary.

DThe SSL certificate must be imported to ECE application servers for Unified CCE installations or the ECE server for Packaged CCE installations.

EECE should be integrated with PCCE and the SPOG.

F$S0 for CCE needs to be configured before agent SSO for ECE will work.

Answer : D, E, F

In order to implement Agent Single Sign-on in the ECE/CCE environment, the SSL certificate must be imported to ECE application servers for Unified CCE installations or the ECE server for Packaged CCE installations. Additionally, ECE should be integrated with PCCE and the SPOG, and SS0 for CCE needs to be configured before agent SSO for ECE will work.

Question 2

Which product allows wait messages to be displayed with dynamic text to customers while chat and call requests are processed?

ADynamic Expanded Call Context Variable

BCall variable on email/chat gadget

CDynamic Expected Wait Time Variable

DDynamic Run Application Script Request

Answer : C

Dynamic Expected Wait Time Variable is a product that allows wait messages to be displayed with dynamic text to customers while chat and call requests are processed. It allows for the display of expected wait times, wait position, and wait time updates based on the current call volume. This helps to provide customers with a better experience by keeping them informed of their wait times and wait position.

Question 3

Which two items in UCCE need to be installed and available for use before installing Enterprise Chat and Email? (Choose two.)

Acustomer voice portal

Bsocial miner

CICM router, logger, admin workstation

Dcall manager

ECTI server

Answer : C, E

ICM router, logger, and admin workstation are components of Cisco Unified Contact Center Enterprise (UCCE) that must be installed and available before Enterprise Chat and Email can be installed. CTI server is also a required component of UCCE and must be installed and available before Enterprise Chat and Email can be installed.

Enterprise Chat and Email (ECE) is a Cisco product that allows customers to communicate with a business through various channels such as chat, email, social media, and other digital channels.

Before installing Enterprise Chat and Email, two items in UCCE need to be installed and available for use:

2. ICM router, logger, admin workstation: ICM (Intelligent Contact Manager) is a Cisco product that routes and manages customer interactions across multiple channels such as voice, email, chat, and social media. ICM router, logger, and admin workstation are the components of ICM that are required for Enterprise Chat and Email to function properly.

3. CTI server: CTI (Computer Telephony Integration) server is a component of UCCE that integrates telephony and computer systems to provide advanced call control and call management functionality. The CTI server is responsible for integrating the Enterprise Chat and Email with the phone system.

Question 4

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 5

What must be registered to receive chat messages while registering the application for chat API integration?

AWebhooks callback URL

BIntegrator

CConversation ID

DBearer token

Answer : A

To receive chat messages while registering the application for chat API integration, you must register the webhooks callback URL. The webhooks callback URL is used to receive chat messages from the chat API and can be used to trigger an action or response when a chat message is received. The other options are not required for chat API integration.

Question 6

Which two changes should be made in the calendar when changes in daylight savings occur? (Choose two.)

AAdjust the start time and end time for all shifts.

BDelete the existing shift label before creating a new one for daylight saving time.

CChange the timezone at the user group level.

DChange the timezone at the system partition level.

EChange the timezone at the department level.

Answer : C, D

When changes in daylight savings occur, the timezone must be changed at both the user group level and the system partition level in order to adjust the start and end times of shifts. This can be done by logging into the Cisco Unified Contact Center Enterprise (UCCE) Administration Portal and navigating to the User Group Management and System Partition Management menus[1], respectively.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/srnd/collab12/collab12/contactc.html

1.Cisco Collaboration System 12.x Solution Reference Network ...

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/srnd/collab12/collab12/contactc.html

2. Change the timezone at the user group level: The timezone for all the agents under the user group level should be changed to match the new time after daylight savings. This will ensure that the agents are working according to the new time zone and that their activity is recorded correctly in the system.

3. Change the timezone at the system partition level: The timezone at the system partition level should be changed to match the new time after daylight savings. This will ensure that the system is configured according to the new time zone and that all the activity is recorded in the correct time.

Question 7

What are three reasons aliases cannot be deleted? (Choose three.)

AIt ts used in an inbound workflow.

BIt is configured as the default alias.

Clt is associated with the users.

DIt is associated with a retriever instance.

Eit is associated with a queue.

Fit is associated with the mail server.

Answer : A, C, E

Aliases cannot be deleted because they are used in an inbound workflow, associated with the users, or associated with a queue. They may also be configured as the default alias or associated with a retriever instance or mail server, but these are not reasons why they cannot be deleted.

3. If an alias is used in an inbound workflow, it cannot be deleted until it is removed from the workflow. C. If an alias is associated with a user, it cannot be deleted until it is unassigned from the user. E. If an alias is associated with a queue, it cannot be deleted until it is removed from the queue.

You can refer to the following URLs for more details: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise-chat-and-email/11_5_1/administrator/guide/Cisco_Enterprise_Chat_and_Email_Administrator_Guide_11_5_1/b_Enterprise_Chat_and_Email_Administrator_Guide_11_5_1_chapter_0103.html

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