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Professionals who pass the Cisco 500-442 exam and obtain the Cisco Certified Specialist - Contact Center Enterprise Administration certification are equipped with the knowledge and skills required to administer and manage Cisco CCE solutions effectively. They are recognized as experts in their field and are in high demand by organizations that use the Cisco CCE solution to deliver exceptional customer experiences.
The Cisco 500-442 exam covers a wide range of topics related to contact center administration, including call routing, agent management, reporting and analytics, and system maintenance. Candidates must have a strong understanding of the features and capabilities of the Cisco CCE solution and be able to implement best practices for contact center administration. The exam consists of 60-70 questions and lasts for 90 minutes. Passing the exam is a requirement for obtaining the Cisco Certified Specialist - Contact Center Enterprise Administration certification.
Cisco 500-442 Exam Syllabus Topics:
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NEW QUESTION # 20
What are two default CCB VXML applications that could be modified? (Choose two.)
- A. CallbackQueue
- B. cvp_ccb-vxml.tcl
- C. BillingQueue
- D. Callback Engine
- E. CallbackEntry
Answer: B,E
NEW QUESTION # 21
What does Precision Routing use to determine if an agent is part of its pool?
- A. Teams
- B. Attributes
- C. Expressions
- D. Skills
Answer: A
NEW QUESTION # 22
Which two steps are required to configure a Supervisor? (Choose two.)
- A. assign the Supervisor to a Skill Group and Precision Queue
- B. assign the Supervisor to only one Team
- C. ensure that "Is Supervisor" is checked
- D. make sure the Supervisor has an Active Directory Account
- E. assign the Supervisor to a Precision Queue
Answer: B,C
NEW QUESTION # 23
Which two steps are involved in configuring and evaluating business in an ICM script? (Choose two.)
- A. Configure an IF node in ICM script editor
- B. Configure Business Hours under Organizational Setup > Business hours under CCE Admin
- C. Use the expression BusinessHourStatus.<Calendar Name> . BusinessHours in the IF node.
- D. Configure Business Hours under Organizational Setup > Departments under CCE Admin
- E. Configure set variable in ICM script editor
Answer: B,C
NEW QUESTION # 24
When is the IVR leg established in a CCE Call Flow?
- A. when the Ingress Gateway delivers a SIP invite message to the CVP server
- B. when CVP establishes an HTTP link with the VVB (or IOS VXML Gateway)
- C. when CVP establishes an HTTP link with the VXML Server
- D. when CVP establishes an HTTP link with the Media Server
Answer: C
NEW QUESTION # 25
How can the Extension Mobility feature be described?
- A. As part of the configuration, the Device profile needs to be created in CCE and associate each Device Profile with the appropriate Agent.
- B. As part of the configuration, both device profiles and phones need to be added to the pg user account.
- C. The Cisco Unified CM feature that allows Agents to temporarily access their Cisco Unified IP Phone configuration, such as line appearances, services, and speed dials, from other Unified IP Phones.
- D. The Extension Mobility Cross Cluster works on phones that are located in the same Unified CM cluster.
Answer: C
Explanation:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_5_2/ccmfeat/CUCM_BK_C3A84B33_00_cucm-feature-configuration-guide_1052/CUCM_BK_C3A84B33_00_cucm-feature-configuration-guide_chapter_011101.html
NEW QUESTION # 26
What are two types of reports Cisco Unified Intelligence Center will provide? (Choose two.)
- A. TCP/IP disconnect reports
- B. Real-time Report
- C. Historical Report
- D. Call Routing Reports
- E. Administration Audit Report
Answer: C,E
NEW QUESTION # 27
What are two purposes of Cisco Unified Intelligence Center? (Choose two.)
- A. allows agents to re-skill to a different skill group or team
- B. automates Text to Voice Bot Configurations
- C. allows different groups of users to configure APIs based on their roles
- D. obtains data from the base solution's database, known as Data Sources
- E. customizes the visual presentation of the reports
Answer: C,D
NEW QUESTION # 28
Apart from CVP Call Studio, what are two other components that have a role in the VXML application's functioning? (Choose two.)
- A. Unified Communications Manager
- B. Voice Browser
- C. VRU PG
- D. Media Server
- E. Finesse Server
Answer: A,B
NEW QUESTION # 29
Which two types of scripts can be created with the Script Editor? (Choose two.)
- A. Call Flow and Call Control Scripts
- B. Routing Scripts
- C. Call Studio Scripts
- D. Administrative Scripts
- E. Tenant Scripts
Answer: C,D
NEW QUESTION # 30
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
- A. customer satisfaction
- B. call abandon rate
- C. cost
- D. productivity
- E. customer expectations
- F. average queue time
Answer: B,E
NEW QUESTION # 31
What are two descriptions for the Agent Targeting Rule? (Choose two.)
- A. The Agent Targeting Rule allows configuration of Media groups by specifying the Agent id range and valid Routing Clients.
- B. Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG).
- C. Agent Targeting Rule configuration simplifies the Mobile Agent configuration for the CCE Agent Peripheral Gateways (PG).
- D. Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE VRU Peripheral Gateways (PG).
- E. The Agent Targeting Rule allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients.
Answer: A,D
NEW QUESTION # 32
Which server holds the .wav files on a UCCE environment?
- A. ICM Router
- B. Media Server
- C. CVP reporting server
- D. VXMLGW
Answer: B
NEW QUESTION # 33
What are two channels or features supported by ECE? (Choose two.)
- A. TSMS
- B. Courtesy Callback
- C. Chat
- D. Email
- E. Callback
Answer: B,D
NEW QUESTION # 34
Which variable remains available to all scripts in the system until reset?
- A. User variable
- B. Call variable
- C. Caller Entered digits
- D. Peripheral variable
Answer: B
NEW QUESTION # 35
Which two steps are required to configure RONAfor CCE? (Choose two.)
- A. Survivability
- B. Scripting logic
- C. Auto-answer
- D. CCE Web Admin
- E. Skill target configuration
Answer: D,E
NEW QUESTION # 36
What are two tools an Agent Desktop Admin Role can access? (Choose two.)
- A. Call Trace
- B. Script Editor
- C. Config Manager Tools
- D. Workflow
- E. Reason Code
Answer: A,E
NEW QUESTION # 37
Which communication protocol is being used between PG/Router and Live Data to generate report information?
- A. TIP
- B. UDP
- C. HTTP
- D. TCP
Answer: D
NEW QUESTION # 38
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