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[Q29-Q49] 2023 Verified 500-442 dumps Q&As on your CCEA Exam Questions Certain Success!

2023 Verified 500-442 dumps Q&As on your CCEA Exam Questions Certain Success!

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The Call Routing Design section of the test assesses the candidate’s ability to configure call flow with UCCE components using ICM call routing scripts/tools. This skill is crucial in maintaining an excellent experience for the customer and the IT team who have to ensure optimal functionality at all times.

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. 500-442 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.

NO.29 When is the IVR leg established in a CCE Call Flow?

when CVP establishes an HTTP link with the VXML Server

when CVP establishes an HTTP link with the Media Server

when CVP establishes an HTTP link with the VVB (or IOS VXML Gateway)

when the Ingress Gateway delivers a SIP invite message to the CVP server

NO.30 Which two components are needed to setup RONA? (Choose two.)

Agent Permission levels

Call Routing Logic

System timers

Skill Target Configuration

Attribute settings

NO.31 How does CUCM function in CCE?

Unified CM asks ICM what to do with Unified CCE calls and routes the call according to the instructions provided by the Unified CCE.

A Unified CM Publisher is a logical relationship of physical (deployed as virtual Machines) servers combined for redundancy purposes.

Unified CM asks CVP what to do with Unified CCE calls and routes the call according to the instructions provided by the CVP.

In a CUCM cluster, the Subscriber keeps the master Read/Write copy of configuration DB, which is replicated to all servers in the cluster.

NO.32 Which microapp is used to gather information from the caller?

Play Digit microapp

Play Media microapp

Get Digits microapp

Get Speech microapp

NO.33 In a contact center, agents must select the Reason Code when they go to the “Not Ready” state. Which configuration by an administrator in Agent Desk Settings allows this action?

Wrap-up on Incoming, set to Required

Enable “Require Logout Reason”

Enable “Require Idle Reason”

Wrap-up on Outgoing, set to Required

NO.34 How can the Extension Mobility feature be described?

As part of the configuration, the Device profile needs to be created in CCE and associate each Device Profile with the appropriate Agent.

As part of the configuration, both device profiles and phones need to be added to the pg user account.

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.

The Extension Mobility Cross Cluster works on phones that are located in the same Unified CM cluster.

Explanation
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_5_2/ccmfeat/CUCM_BK_C3A84B33_0

NO.35 Deploying a VXML application is a two-step process. The first step is deploying the projects to a local archive (.zip file using the Deploy option in Call Studio). The second part of the project deployment uses SPOG to transfer the .zip file to the VXML Server(s). Which option in SPOG will be utilized to transfer these zip files to VXML Server(s)?

Route Settings under Call Settings card

IVR Settings under Call Settings card

Device Configuration under Infrastructure Settings card

Miscellaneous under Call Settings card

NO.36 In a CCE Call Flow, how does ICM respond to a CVP new Route Request?

ICM sends an Agent Label, which prompts a command to CVP.

ICM responds to the Route Request by running a Routing Script.

ICM responds to the Route Request by running an Administrative Script.

ICM sends a VRU Label, which prompts a command to CVP

NO.37 In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?

ICM responds to the Route Request by running a Routing Script.

CVP delivers a Route Request to the ICM Central Controller.

CVP establishes an HTTP link with theVVB(or IOS VXML Gateway), establishing the IVR Leg of the call.

Using a configured Dial Peer, the Ingress Gateway delivers a SIP invite message to the CVP server.

NO.38 Which two components must be configured for CCE to begin routing the contact and start processing the call?
(Choose two.)

ICM script

Skill Targets

Network VRU

Call type

Media routing domain

NO.39 When is the IVR leg established in a CCE Call Flow?

when CVP establishes an HTTP link with the VXML Server

when CVP establishes an HTTP link with the Media Server

when CVP establishes an HTTP link with theVVB(or IOS VXML Gateway)

when the Ingress Gateway delivers a SIP invite message to the CVP server

NO.40 What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose two.)

The voice gateway may modify the digits presented to downstream devices.

The voice gateway provides IVR functionality in a Contact Center deployment.

The PSTN is responsible for delivering the inbound call to a voice gateway.

The PTSN is responsible for routing the call to the agent.

The voice gateway is responsible for routing the call to the agent.

NO.41 Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)

cost

productivity

customer expectations

customer satisfaction

call abandon rate

average queue time

NO.42 What is the goal of identifying a call type?

to ensure the correct Skill Target is selected

to ensure the call goes to the correct MRD

to ensure the contact is handled by the correct CCE Routing Script

to ensure the call reaches the agent in the correct queue

NO.43 Where should the RONA setting be positioned the highest?

on CVP OPS console

on the phone in CUCM

on the desk setting on UCCE

on the script in UCCE

NO.44 Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)

the file format is mp3

G711 mu-law or a-law

G729

the max file size is 40 MB

the file format is wav

NO.45 Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment? (Choose two.)

configure Skill groups and Skill targets

configure Agent Desk Settings

configure Route teams and Skill targets

configure Agent Route Groups

configure the Administrators

NO.46 What are the two main features of the Cisco VVB? (Choose two.)

provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities

allows an agent to retrieve the required information through voice commands without interacting with a customer

supports only one language for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities

provides a more comprehensive and effective agent service by efficiently handling call traffic with self-service or fast transfer to the correct customer the first time

allows customers to retrieve the required information through voice commands without interacting with an agent

Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. Cisco VVB has the following features: * Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies. * Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configuration/guide/cvvb_b_ciscovvb-administration-and-configuration-guide/cvvb_b_ciscovvb-administration-and-configuration-guide_chapter_01.pdf

NO.47 Which communication protocol is being used between PG/Router and Live Data to generate report information?

TCP

HTTP

TIP

UDP

NO.48 Which two steps are required to configure RONAfor CCE? (Choose two.)

Survivability

Auto-answer

CCE Web Admin

Scripting logic

Skill target configuration

NO.49 What is the function of the CVP Subdialog Return element in a VXML application?

populate variables sent back to CCE

populate variables sent back to Virtualized Voice Browser

populate variables sent back to VXML Gateway

populate variables sent back to VXML Server

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[Q29-Q49] 2023 Verified 500-442 dumps Q&As on your CCEA Exam Questions Certain Success!