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NEW QUESTION # 19
What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to render reports? (Choose two.)
- A. Cisco Unified Communication Manager Server
- B. Cisco Administration Server and Historical Data Server
- C. Cisco Virtual Voice Browser
- D. Cisco Customer Voice Portal Reporting Server
- E. Cisco Data Browser
Answer: B,D
Explanation:
Cisco Unified Intelligence Center (CUIC) is the reporting platform for Cisco contact center solutions. It pulls data from multiple defined data sources to produce real-time and historical reports for operational visibility.
Why the Correct Answer is Right: B is correct because the CVP Reporting Server stores call treatment data from IVR interactions. CUIC connects to this server to report on self-service activities, call abandonment in IVR, and other CVP metrics. D is correct because the Administration and Data Server (ADS/HDS) contains the historical reporting database for CCE. CUIC uses this as a primary data source for historical reports, agent performance, and skill group data.
Why Each Incorrect Answer is Wrong: A is wrong because CUCM is the telephony platform, not a CUIC data source for contact center reporting. C is wrong because 'Cisco Data Browser' is not a recognized CUIC data source component in CCE architecture. E is wrong because VVB (Virtual Voice Browser) is an IVR rendering engine, not a reporting data source.
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NEW QUESTION # 20
What is the function of the CVP Subdialog Return element in a VXML application?
- A. populate variables sent back to CCE
- B. populate variables sent back to VXML Gateway
- C. populate variables sent back to Virtualized Voice Browser
- D. populate variables sent back to VXML Server
Answer: A
NEW QUESTION # 21
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. 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.
- C. As part of the configuration, both device profiles and phones need to be added to the pg user account.
- D. The Extension Mobility Cross Cluster works on phones that are located in the same Unified CM cluster.
Answer: B
Explanation:
Explanation
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_5_2/ccmfeat/CUCM_BK_C3A84B33_0
NEW QUESTION # 22
Which two components must be configured for CCE to begin routing the contact and start processing the call?
(Choose two.)
- A. Media routing domain
- B. Call type
- C. Skill Targets
- D. Network VRU
- E. ICM script
Answer: B,E
Explanation:
For CCE to begin routing the contact and start processing the call, the following components must be configured:A.ICM script:The ICM script contains the routing logic and instructions that dictate how calls are handled and routed within the contact center environment.D.Call type:Call types are used to categorize contacts based on their characteristics or requirements, allowing the ICM script to apply the appropriate routing decisions based on the call type classification.References:Cisco's documentation on Contact Center scripting and call type configuration provides insights into setting up these components for effective call routing and processing.
NEW QUESTION # 23
Which tool can be used to verify the configuration of Basic Call settings?
- A. Call Tracer
- B. Router Log Viewer
- C. Deleted Objects tool
- D. ICM Script Editor
Answer: A
Explanation:
After configuring the basic call flow elements in Cisco CCE (Dialed Numbers, Call Types, Scripts, Skill Groups), administrators need a way to verify that calls are being processed correctly and that configuration is working as expected in real time.
Why the Correct Answer is Right: D is correct. The Call Tracer (Call Trace tool) is the purpose-built diagnostic tool for verifying CCE call configuration. It allows administrators to trace a call through the entire CCE system in real time-showing how the Dialed Number is matched, which Call Type is selected, which Routing Script runs, and how the call is ultimately handled. This directly verifies Basic Call settings.
Why Each Incorrect Answer is Wrong: A is wrong because the Deleted Objects tool is used to manage and purge objects marked for deletion from the CCE database-it is not a diagnostic or verification tool. B is wrong because ICM Script Editor creates and modifies routing scripts-it can display script logic but does not actively trace call processing in real time. C is wrong because the Router Log Viewer provides detailed router processing logs for deep troubleshooting-it is a log analysis tool, not a real-time call configuration verification tool.
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NEW QUESTION # 24
Which two role types have access to CUIC reporting objects maintained through a system of Roles and Permissions? (Choose two.)
- A. Report Designer
- B. Report Definition Designer
- C. Dashboard Administrator
- D. Security Administrator
- E. Security Configuration Designer
Answer: A,B
Explanation:
Cisco Unified Intelligence Center (CUIC) implements role-based access control (RBAC) to manage who can create, modify, and view reporting objects. Different roles have different levels of access to reports, dashboards, and definitions.
Why the Correct Answer is Right: A is correct because the Report Designer role has permissions to create and modify reports in CUIC-including accessing and managing report templates, filters, and views. This is one of the primary roles documented in the CUIC Administration Guide. D is correct because the Report Definition Designer role has permissions to work with report definitions-the underlying data queries and field mappings that power reports. This is a distinct higher-privilege role documented in CUIC role configuration.
Why Each Incorrect Answer is Wrong: B is wrong because 'Dashboard Administrator' is not a standard CUIC role designation in Cisco documentation-dashboard management is typically part of existing roles. C is wrong because 'Security Administrator' is not a CUIC-specific role for reporting objects. E is wrong because
'Security Configuration Designer' is not a standard CUIC role name in Cisco documentation.
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NEW QUESTION # 25
How does Precision Queue allow callers to reach an Agent that is different from Skill groups?
- A. the Weight of the attribute
- B. the number of calls the agent has taken
- C. the agent with the Most Attributes
- D. Longest Available
Answer: C
NEW QUESTION # 26
Which two steps are required to configure RONA for CCE? (Choose two.)
- A. Skill target configuration
- B. Survivability
- C. CCE Web Admin
- D. Scripting logic
- E. Auto-answer
Answer: A,D
NEW QUESTION # 27
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)?
- A. Miscellaneous under Call Settings card
- B. Device Configuration under Infrastructure Settings card
- C. Route Settings under Call Settings card
- D. IVR Settings under Call Settings card
Answer: B
NEW QUESTION # 28
How many clusters of Finesse will a single PG support?
- A. two
- B. three
- C. one
- D. four
Answer: C
NEW QUESTION # 29
When is the IVR leg established in a CCE Call Flow?
- A. when CVP establishes an HTTP link with the Media Server
- B. when CVP establishes an HTTP link with the VXML Server
- C. when the Ingress Gateway delivers a SIP invite message to the CVP server
- D. when CVP establishes an HTTP link with the VVB (or IOS VXML Gateway)
Answer: D
Explanation:
In a Cisco CCE call flow, the call has two primary legs-the PSTN/SIP leg (call signaling) and the IVR leg (self-service treatment). These are established as separate connections at different stages of the call flow.
Why the Correct Answer is Right: C is correct. The IVR leg is established when CVP sends an HTTP request to the VVB (or IOS VXML Gateway) to deliver a VXML application for caller interaction. The VVB connects to the caller's audio path, and this HTTP connection constitutes the IVR leg. This is documented precisely in the Cisco CVP Solution Reference Network Design (SRND).
Why Each Incorrect Answer is Wrong: A is wrong because the VXML Server is hosted on CVP-CVP connects to itself internally; this does not define the IVR leg. B is wrong because CVP connects to the Media Server for audio prompts, but this HTTP link is for media retrieval, not IVR leg establishment. D is wrong because the SIP INVITE from the Ingress Gateway to CVP establishes the SIP call leg, not the IVR leg.
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NEW QUESTION # 30
What are two parts of a Single Sign-on message flow? {Choose two.)
- A. IdS detects the user has a valid access token
- B. IdP provides a login page for authenticating the user
- C. IdS provides a login page for authenticating the user
- D. Browser issues PUT of the Finesse desktop with an access token
- E. IdS detects the user has an invalid access token
Answer: A,B
Explanation:
Cisco CCE supports Single Sign-On (SSO) using the SAML 2.0 standard. SSO involves the Identity Service (IdS) and an Identity Provider (IdP such as AD FS) working together to authenticate users without repeated password prompts.
Why the Correct Answer is Right: B is correct because in the SSO flow, the Cisco Identity Service (IdS) validates the access token. When a user attempts to access a Finesse resource, IdS checks whether they already have a valid access token; if valid, the user is granted access without re-authentication. D is correct because the Identity Provider (IdP) is responsible for presenting the login page to the user for credential entry and authenticating credentials against the enterprise directory. This division of responsibility is fundamental to Cisco SSO architecture.
Why Each Incorrect Answer is Wrong: A is wrong because invalid token detection leads to re-authentication, which is a secondary/exception path, not a primary described flow component. C is wrong because the IdS does not provide the login page-the IdP does. IdS orchestrates the flow and validates tokens but delegates authentication UI to the IdP. E is wrong because Finesse uses GET requests to load the desktop, and 'PUT of the Finesse desktop with an access token' is not a described SSO flow step.
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NEW QUESTION # 31
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)
- A. G711 mu-law or a-law
- B. the max file size is 40 MB
- C. the file format is mp3
- D. G729
- E. the file format is wav
Answer: A,E
Explanation:
Cisco CVP plays audio media files to callers during IVR interactions. These files must conform to specific technical specifications to be supported by CVP and properly rendered by the VVB or VXML gateway.
Why the Correct Answer is Right: B is correct because CVP supports G.711 mu-law (North America/Japan) and G.711 a-law (Europe/international) encoding for audio files. These are the two standard PCM codec variants used in telephony audio, documented in the Cisco CVP Administration Guide. E is correct because the required audio file format for CVP media files is WAV (.wav). The file must be in a specific WAV format (8kHz, 8-bit, mono) to be properly played by the IVR system.
Why Each Incorrect Answer is Wrong: A is wrong because MP3 format is not supported by Cisco CVP for media files-MP3 uses lossy compression incompatible with CVP's media rendering requirements. C is wrong because while G.729 is a valid VoIP codec for call compression, CVP media files must be in G.711 format. D is wrong because the maximum media file size of 40 MB is not a documented official CVP constraint.
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NEW QUESTION # 32
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)
- A. Agents
- B. Routing Scripts
- C. Dialed Numbers
- D. Administrative Scripts
- E. Deleted Objects
Answer: A,C
Explanation:
In Cisco Contact Center Enterprise (CCE), the Web Administration tool provides a user-friendly interface for configuring various aspects of the contact center. The two configuration objects that can be managed using this tool are:A.Dialed Numbers:The Web Administration tool allows administrators to configure dialed numbers, which are essential for call routing and management within the contact center.B.Agents:The tool also enables the configuration of agent profiles, including their skills, availability, and other relevant settings critical for efficient call distribution and management.References:Cisco's official documentation on the Web Administration tool for CCE outlines the capabilities and configuration options available, including managing dialed numbers and agent settings.
NEW QUESTION # 33
Which microapp is used to gather information from the caller?
- A. Play Media microapp
- B. Get Speech microapp
- C. Get Digits microapp
- D. Play Digit microapp
Answer: C
Explanation:
The Get Speech microapp is used to gather information from the caller in Cisco Virtual Voice Browser (VVB). The Get Speech microapp allows customers to interact with the VVB system using natural language speech inputs, such as providing an account number, name, or address. This microapp uses Automatic Speech Recognition (ASR) technology to transcribe the caller's speech and provide the transcribed information to the next step in the call flow for further processing or routing.
It is worth noting that Get Digits microapp is used to gather DTMF digits from the caller.
NEW QUESTION # 34
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)
- A. view Team gadget in Finesse
- B. CUC login
- C. log in to CCE admin
- D. answer Calls from Skill groups and PQs
- E. CUCMAPI
Answer: A,C
Explanation:
Supervisors in Cisco CCE have elevated capabilities compared to agents. The Finesse desktop and CCE Admin present supervisor-exclusive features that agents cannot access, enabling team management and oversight.
Why the Correct Answer is Right: A is correct because the Team gadget in Finesse is a supervisor-exclusive feature that displays all agents on the supervisor's team-their states, current calls, and performance metrics.
Regular agents do not have this gadget in their Finesse desktop layout. D is correct because Supervisors can log in to CCE Admin to access team management functions, supervisor reports, and team data. Agents have no CCE Admin access.
Why Each Incorrect Answer is Wrong: B is wrong because both agents and supervisors can answer calls from Skill Groups and Precision Queues when logged in and available-answering calls is not supervisor- exclusive. C is wrong because CUC (Cisco Unity Connection) login for voicemail is available to any user with a CUC account, not supervisor-exclusive. E is wrong because CUCM API access is a developer
/administrator function, not a Finesse role-based capability difference between agents and supervisors.
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NEW QUESTION # 35
Which two servers can be accessed from the Web Administration tool? (Choose two.)
- A. Rogger
- B. DCCMP
- C. PG
- D. Finesse
- E. CVP
Answer: D,E
Explanation:
The Web Administration tool in Cisco Contact Center Enterprise environments provides access to various servers for configuration and management tasks. The two servers that can be accessed include:D.CVP (Cisco Voice Portal):This tool allows for the configuration and management of CVP servers, which are crucial for IVR and call treatment functionalities in the contact center.E.Finesse:The tool also provides access to Finesse servers, enabling the configuration of agent desktops, workflows, and other user interface elements.References:Cisco's documentation on Web Administration tools and server management provides insights into the servers accessible through this tool and the types of configurations and management tasks that can be performed.
NEW QUESTION # 36
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)?
- A. Miscellaneous under Call Settings card
- B. Route Settings under Call Settings card
- C. IVR Settings under Call Settings card
- D. Device Configuration under Infrastructure Settings card
Answer: C
Explanation:
When deploying a VXML application in a Cisco environment, after creating a local archive (.zip file) using the Deploy option in Call Studio, the next step involves transferring the .zip file to the VXML Server(s). This is achieved using:B.IVR Settings under Call Settings card:In the Operations Console (SPOG), the IVR Settings section under the Call Settings card is used to manage VXML applications, including uploading and managing .zip files containing the VXML applications. This section provides the interface for transferring and deploying VXML applications to the VXML Servers.References:Cisco's documentation on VXML application deployment, including the use of the Operations Console for application management, provides detailed guidance on transferring and managing VXML applications on the server.
NEW QUESTION # 37
Which VVB CLI command can set an individual media file to an expired state?
- A. set VVB cache stale_cache_entries
- B. show set VVB cache stale_cache_entry <cache_entry_url>
- C. set VVB cache stale_cache_entry <cache_entry_url>
- D. Outils VVB cache stale_cache_entry <cache_entry_url>
Answer: C
Explanation:
The correct Command Line Interface (CLI) command to set an individual media file to an expired state in Cisco Virtualized Voice Browser (VVB) is:D.set VVB cache stale_cache_entry <cache_entry_url>This command is used to manually mark a specific media file in the cache as stale, forcing the VVB to fetch a fresh copy of the media file the next time it is requested.References:Cisco VVB administration guides and CLI reference documents provide detailed instructions on using CLI commands, including managing cache entries.
NEW QUESTION # 38
Which two components must a script be associated with to run? (Choose two.)
- A. Skill Target
- B. Media Routing Domain
- C. Call Type
- D. CED
- E. Dialed Number
Answer: C,E
Explanation:
In Cisco CCE, routing scripts do not run independently-they must be associated with specific configuration objects that trigger their execution when a contact arrives. These associations define the execution pathway from incoming contact to script.
Why the Correct Answer is Right: D is correct because a Routing Script must be associated with a Call Type.
The Call Type determines which script runs for a given contact. E is correct because a Dialed Number (DN) is mapped to a Call Type, which in turn triggers the script. The DN is the entry point-when a caller dials a specific number, the DN identifies the Call Type, which invokes the associated script.
Why Each Incorrect Answer is Wrong: A is wrong because CED (Caller Entered Digits) is a data element, not a configuration object that scripts are associated with to run. B is wrong because Media Routing Domains classify the type of media but scripts are not directly associated with MRDs to trigger execution. C is wrong because Skill Targets are selected within scripts by routing nodes, but scripts are not associated with Skill Targets to trigger their execution.
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NEW QUESTION # 39
When is the IVR leg established in a CCE Call Flow?
- A. when CVP establishes an HTTP link with the Media Server
- B. when CVP establishes an HTTP link with the VXML Server
- C. when the Ingress Gateway delivers a SIP invite message to the CVP server
- D. when CVP establishes an HTTP link with the VVB (or IOS VXML Gateway)
Answer: D
Explanation:
In a Cisco Contact Center Enterprise (CCE) Call Flow, the IVR leg is established when the Cisco Voice Portal (CVP) establishes an HTTP link with the VVB (Virtualized Voice Browser) or an IOS VXML Gateway. This connection is crucial for delivering and executing VXML scripts, which define the IVR's logic and caller interactions. The IVR leg's establishment is a key step in the call flow, enabling the system to provide self-service options, collect caller information, and route calls based on dynamic conditions.References:Cisco CCE and CVP documentation provides insights into call flow processes, specifically detailing the role of the VVB and the establishment of the IVR leg.
NEW QUESTION # 40
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor.
Where can this task be accomplished?
- A. Active Directory
- B. CCE Admin page
- C. Domain Manager
- D. Configuration Manager
Answer: B
NEW QUESTION # 41
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