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NEW QUESTION # 17
What is the purpose of real-time reports in UCCE reporting?
- A. To provide data on call center performance at the present moment.
- B. To provide scheduled reports on call center performance.
- C. To provide historical data about call center performance.
- D. To provide data on call center performance over an extended period of time.
Answer: A
Explanation:
To provide data on call center performance at the present moment. Real-time reports in UCCE reporting provide data on call center performance at the present moment. They allow administrators and managers to monitor the call center in real-time, identify issues, and make necessary adjustments.
NEW QUESTION # 18
What are two mandatory ICM AW configurations to get the PCS working properly? (Choose two.)
- A. Create a new call type for Post Call Survey, map survey dialed number pattern to the incoming dialed number, and associate the incoming dialed number patterns to the survey call type.
- B. Set \iser.microapp.isPostCallSurvev' to y after either the label node or the Queue to Skillgroup/PQ node in the initial incoming DN routing script logic.
- C. Create a new call type for Post Call Survey, map incoming dialed number to a survey dialed number pattern, and associates the survey dialed number patterns to the survey call type.
- D. Configure the Survey DN, CT and associate with the Survey routing script.
- E. Set "user.microapp.isPostCallSurvey'' to n before either the label node or the Queue to Skillgroup/PQ node in the initial incoming DN routing script logic.
Answer: B,D
Explanation:
Configuring the Survey DN, CT and associate with the Survey routing script is one of the mandatory ICM AW configurations to get the PCS working properly, as it defines the destination and the treatment for the post call survey. B Setting user.microapp.isPostCallSurvey to y after either the label node or the Queue to Skillgroup/PQ node in the initial incoming DN routing script logic is another mandatory ICM AW configuration to get the PCS working properly, as it indicates that the call is eligible for post call survey. Reference = [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 25
NEW QUESTION # 19
ABC customer needs to have an External configure bridge for Mobile Agent agent greetings with an Average greeting time of 10 secs and a Mobile Agent call rate of 8 secs. What is the required number of conference bridge resources?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
Explanation:
B The required number of conference bridge resources for Mobile Agent agent greetings with an Average greeting time of 10 secs and a Mobile Agent call rate of 8 secs is 18. This can be calculated by dividing the average greeting time by the call rate and multiplying by two (for duplexed PGs). For example: (10 / 8) x 2 = 2.5 x 2 = 5 conference bridge resources per PG pair. Since there are four PG pairs in a PCCE deployment, the total number of conference bridge resources is 5 x 4 = 20. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 97
NEW QUESTION # 20
Which of the following are common UCCE issues related to call routing? (Select all that apply)
- A. Call routing failures
- B. Agent configuration issues
- C. Poor voice quality
- D. Database connectivity issues
Answer: A
Explanation:
Call routing failures. Common UCCE issues related to call routing include incorrect routing configurations, incorrect routing scripts, and incorrect routing attributes. These issues can result in calls being routed to the wrong agent or resource, resulting in poor customer experiences and decreased call center efficiency.
NEW QUESTION # 21
What is the role of the Unified CCE Master Controller in UCCE?
- A. To manage and control the UCCE system components
- B. To monitor real-time statistics in UCCE
- C. To create and customize reports in UCCE
- D. To handle incoming customer interactions
Answer: A
NEW QUESTION # 22
What are the benefits of integrating UCCE with other business applications using APIs and web services?
(Select all that apply)
- A. Improved security
- B. Increased agent productivity
- C. Reduced costs
- D. Improved customer experience
Answer: B,C,D
NEW QUESTION # 23
Which of the following are common UCCE issues related to agent performance? (Select all that apply)
- A. Call routing failures
- B. Agent configuration issues
- C. Poor agent productivity
- D. Database connectivity issues
Answer: C
NEW QUESTION # 24
What are two ways to access the Bulk Import Tool? (Choose two.)
- A. CCE Web Administration
- B. CUCM
- C. ICMDBA
- D. SPOG
- E. Bulk Import Webpage
Answer: D,E
Explanation:
A One of the ways to access the Bulk Import Tool is through SPOG, as it provides a web-based interface for launching and configuring the tool. C Another way to access the Bulk Import Tool is through Bulk Import Webpage, as it provides a direct URL for accessing the tool without going through SPOG. Reference = [Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.5(1)], page 109
NEW QUESTION # 25
Which of the following are components of the UCCE Database Cluster? (Select all that apply)
- A. PG
- B. Router
- C. Logger
- D. AW/HDS
Answer: A,C,D
NEW QUESTION # 26
What is the purpose of historical reports in UCCE reporting?
- A. To provide real-time data on call center performance.
- B. To provide data on call center performance over an extended period of time.
- C. To provide scheduled reports on call center performance.
- D. To provide data on call center performance at a specific time in the past.
Answer: B
Explanation:
To provide data on call center performance over an extended period of time. Historical reports in UCCE reporting provide data on call center performance over an extended period of time. They allow administrators and managers to analyze call center trends, identify areas for improvement, and make necessary changes.
NEW QUESTION # 27
Which of the following tools can be used to troubleshoot common UCCE issues related to media routing? (Select all that apply)
- A. Cisco Unified Contact Center Enterprise Administration (CUCEA)
- B. RTMT (Real-Time Monitoring Tool)
- C. Cisco Unified Intelligence Center (CUIC)
- D. Cisco Unified Contact Center Enterprise Serviceability (CUCEs)
Answer: A,B,D
NEW QUESTION # 28
What is the role of the Cisco Unified Contact Center Enterprise (UCCE. Route Request in UCCE?
- A. To route incoming calls to the most appropriate agent based on customer data
- B. To manage and control the UCCE system components
- C. To handle incoming customer interactions
- D. To provide real-time statistics on call center performance
Answer: A
Explanation:
To route incoming calls to the most appropriate agent based on customer data. The Cisco Unified Contact Center Enterprise (UCCE. Route Request is a component of the UCCE system that uses call routing scripts to determine the best agent or resource to handle an incoming call. It takes into account customer data such as caller ID and previous interactions, as well as agent availability and skill sets, to ensure the call is routed to the most appropriate resource.
NEW QUESTION # 29
Cisco Unified Contact Center Enterprise is deployed with Cisco Finesse and you make changes to CTI Server, Contact Center Enterprise Administration, or cluster settings. Which service must be restarted for changes to take effect?
- A. Cisco Dirsync
- B. Cisco DB
- C. System Application Agent
- D. Cluster Manager
- E. Cisco Tomcat
Answer: E
NEW QUESTION # 30
What are two steps to enable database access on a CVP VXML Server to implement Database lookup using VXML? (Choose two.)
- A. Clear the database for duplicates.
- B. Install a compatible ODBC driver.
- C. On an SQL Server, create an SQL user for JNDI reference.
- D. Restart the Tomcat service on SQL Server.
- E. Add the JNDI Context configuration.
Answer: C,E
Explanation:
D One of the steps to enable database access on a CVP VXML Server to implement Database lookup using VXML is to add the JNDI Context configuration, as it defines the data source name and properties for connecting to the database. E Another step to enable database access on a CVP VXML Server to implement Database lookup using VXML is to create an SQL user for JNDI reference, as it provides the username and password for authenticating to the database. Reference = [Cisco Unified Call Studio User Guide Release 12.5(1)], page 48; [Cisco Unified Customer Voice Portal Installation and Upgrade Guide, Release 12.5(1)], page 67
NEW QUESTION # 31
The current operating status for multiple devices is displayed in the Cisco Unified Customer Voice Portal OAMP Control Center tab within the Operations Console web page. Which three devices show an operating status? (Choose three.)
- A. Cisco Unified Contact Center Enterprise server
- B. Cisco Unified CVP call server
- C. VXML gateway
- D. SIP proxy server
- E. Cisco Unified CVP reporting server
- F. Cisco Unified Communications Manager
- G. Cisco Unified CVP VXML server
Answer: B,E,G
NEW QUESTION # 32
Which tool is available to expand the size of Cisco Unified ICM databases?
- A. database sizing utility
- B. ICMDBA
- C. Microsoft SQL Studio
- D. DBExpand
Answer: B
NEW QUESTION # 33
What is the purpose of the UCCE database schema?
- A. To store call center configuration data
- B. To provide historical call data for reporting purposes
- C. To provide real-time statistics on call center performance
- D. To route incoming calls to the most appropriate agent based on customer data
Answer: B
NEW QUESTION # 34
Which of the following UCCE features allows agents to log in and receive interactions on their mobile devices?
- A. Mobile Agents
- B. Precision Routing
- C. Courtesy Callback
- D. Voice Portal Self-Service
Answer: A
NEW QUESTION # 35
What is the function of the Cisco Unified Customer Voice Portal (CVP) in UCCE?
- A. To handle self-service IVR interactions
- B. To manage and control the UCCE system components
- C. To provide real-time statistics on call center performance
- D. To route incoming calls to the most appropriate agent based on customer data
Answer: A
NEW QUESTION # 36
What is the role of the Cisco Unified Contact Center Enterprise Administration (CUCEA) in UCCE?
- A. To manage and control the UCCE system components
- B. To handle incoming customer interactions
- C. To provide real-time statistics on call center performance
- D. To manage UCCE configuration and administration tasks
Answer: D
NEW QUESTION # 37
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