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NEW QUESTION # 26
Which three operations can be performed within the Cisco Finesse IP Phone Age (IPPA)? (Choose three.)
- A. Agents can log in to Finesse IPPA with Cisco Unified CCX deployed using a Standard license.
- B. An agent using Finesse IPPA can enter Not Ready, Sign-out, and Wrap-up reasons.
- C. A supervisor can use Finesse IPPA to act as an agent and accept calls.
- D. An agent can sign in to Finesse IPPA and initiate call recording.
- E. A supervisor can sign in to Finesse IPPA and initiate call recording.
Answer: A,B,E
NEW QUESTION # 27
Which three options cannot be validated using the Cisco Unified Communications Sizing Tool in a Cisco Unified CCX deployment configuration? (Choose three.)
- A. number of ASR and TTS ports
- B. number of silent-monitoring and remote-monitoring sessions
- C. bandwidth requirement for remote agents who are connected over a WAN to Cisco Unified CCX
- D. bandwidth requirement between two Cisco Unified CCX nodes in a high availability over WAN deployment
- E. bandwidth requirement between Cisco Unified CCX and SocialMiner in an agent web chat deployment
- F. number of historical reporting sessions
Answer: A,B,F
Explanation:
Explanation
The Cisco Unified Communications Sizing Tool is a web-based tool that helps system engineers to size Cisco Unified Communications solutions, including Cisco Unified CCX. The tool can validate various parameters and requirements for a Cisco Unified CCX deployment configuration, such as the number of agents, supervisors, IVR ports, outbound ports, chat sessions, email sessions, and reporting users.
However, the tool cannot validate the following options:
The number of silent-monitoring and remote-monitoring sessions. Silent monitoring and remote monitoring are features that allow supervisors to listen to the agent's calls without being heard by the agent or the caller. The tool does not support sizing for these features,as they depend on the network bandwidth and the codec used for the calls. The tool only provides a formula to estimate the bandwidth requirement for silent monitoring and remote monitoring, based on the number of sessions, the codec, and the packet size. The formula is: Bandwidth (kbps) = Number of sessions x Codec bit rate x (1 + Network overhead). For example, if there are 10 silent-monitoring sessions using G.711 codec with a bit rate of 64 kbps and a network overhead of 20%, the bandwidth requirement is: Bandwidth (kbps) = 10 x 64 x (1 + 0.2) = 768 kbps1.
The number of historical reporting sessions. Historical reporting is a feature that allows users to generate reports on the historical data of the Cisco Unified CCX system, such as agent performance, call statistics, and queue summary. The tool does not support sizing for this feature, as it depends on the number of reporting users, the frequency and complexity of the reports, and the database size. The tool only provides some guidelines and best practices for historical reporting, such as limiting the number of concurrent reporting users to 10, scheduling the reports during off-peak hours, and purging the historical data regularly2.
The number of ASR and TTS ports. ASR (Automatic Speech Recognition) and TTS (Text-To-Speech) are features that enable voice interaction between the callers and the IVR system, using speech recognition and synthesis technologies. The tool does not support sizing for these features, as they are provided by third-party vendors, such as Nuance or LumenVox. The tool only provides some recommendations and considerations for ASR and TTS integration, such as using MRCPv2 protocol, allocating enough CPU and memory resources, and configuring the network QoS policies3.
References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.2: Silent Monitoring and Remote Monitoring, Page 321 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.4: Historical Reporting, Page 342 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.5: ASR and TTS Integration, Page 353
NEW QUESTION # 28
Which tool allows partners to perform these actions?
a) validate all parameters (for example, number of inbound agents, number of inbound and outbound IVR ports, etc.) of a target Cisco Unified CCX configuration) b) recommend servers based on the validated configuration (a prerequisite for the Cisco assessment-to- quality bid assurance process)
- A. Cisco Solution Expert Tool
- B. Cisco Unified CCX Sizing Tool
- C. Cisco Unified Expert Advisor Tool
- D. Cisco Unified Communications Sizing Tool
Answer: D
NEW QUESTION # 29
Which action enables a contact center supervisor to access and monitor live data reports for multiple teams?
- A. Assign the supervisor as primary supervisor for all the relevant teams.
- B. Take no action, because a supervisor cannot monitor more than one team.
- C. Assign the supervisor as primary superior for one of the teams and as secondary supervisor for other relevant teams.
- D. Add the supervisor as a member of all the relevant teams.
Answer: A
NEW QUESTION # 30
Which action enables a contact center supervisor to access and monitor live data reports for multiple teams?
- A. Assign the supervisor as primary supervisor for all the relevant teams.
- B. Take no action, because a supervisor cannot monitor more than one team.
- C. Assign the supervisor as primary superior for one of the teams and as secondary supervisor for other relevant teams.
- D. Add the supervisor as a member of all the relevant teams.
Answer: A
NEW QUESTION # 31
An organization wants to collect an account number from a customer via IVR prompting Then the customer wants to use a keystroke macro to insert the account number into the account number field in the agent CRM desktop application. The keystroke macro will also initiate the CRM desktop application and execute a database lookup from the CRM database server, in order to retrieve the customer record. Which product provides these capabilities at the lowest cost?
- A. Cisco Unified CCX Enhanced
- B. Cisco Unified CCX Premium
- C. Cisco Unified CCX Standard
- D. Cisco Unified CCX Enterprise
- E. Cisco Unified IP IVR
Answer: B
Explanation:
Explanation
Cisco Unified CCX Premium provides the most advanced features and capabilities for contact center agents and supervisors, including IVR scripting, database integration, keystroke macros, CRM integration, outbound preview dialer, and agent email and chat. Cisco Unified CCX Standard and Enhanced do not support keystroke macros, CRM integration, or agent email and chat. Cisco Unified IP IVR does not support agent desktop functions or outbound preview dialer. Cisco Unified CCX Enterprise is not a valid option, as Cisco Unified CCX only comes in Standard, Enhanced, and Premium versions. References: Cisco Unified Contact Center Express 12.5 Data Sheet, [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]
NEW QUESTION # 32
Which option can perform Call Progress Analysis in outbound IVR?
- A. Unified CM transcoder
- B. gateway
- C. agent (voice)
- D. Automatic Speech Recognition server
Answer: B
Explanation:
Explanation
he gateway is the option that can perform Call Progress Analysis (CPA) in outbound IVR. CPA is a DSP algorithm that analyzes the RTP voice stream to look for special information tones (SIT), fax or modem tones, human speech, and answering machine tones. CPA also passes the voice information to Cisco IOS or CUBE. CPA is initiated on receiving a new SIP INVITE with x-cisco-cpa content. The gateway detects non-live contact with its CPA capabilities and sends the status of the non-live contact to the dialer. The dialer then decides whether to redirect the call to UCCX or terminate the call based on the CPA event. References: Cisco Unified Border Element Configuration Guide - Cisco IOS XE 17.6 Onwards - Call Progress Analysis, IVR-Based Outbound Dialer Troubleshooting
NEW QUESTION # 33
Which type of information is available from the Cisco Unified Contact Center Express Control Center?
- A. date and time of most recent failure
- B. system parameters configuration
- C. database replication status
- D. Cisco Unified Communications Manager cluster status
Answer: A
Explanation:
Explanation
The Cisco Unified Contact Center Express Control Center is a web-based interface that allows administrators to monitor and control the status of various Unified CCX services, engines, and components. The Control Center displays information such as the service name, description, status, start time, and date and time of most recent failure. The Control Center also provides options to start, stop, or restart services, engines, and components, as well as view logs and trace files. The Control Center does not show information about database replication status, system parameters configuration, or Cisco Unified Communications Manager cluster status, which are available from other Unified CCX tools or interfaces. References:
Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter:
Unified CCX System Management, Section: Control Center
[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]5, Module 4: Cisco Unified CCX Maintenance, Lesson 1: Cisco Unified CCX Serviceability and Maintenance, Topic: Cisco Unified CCX Serviceability Tools
NEW QUESTION # 34
What is the purpose of relative filters?
- A. to report on previous port usage
- B. to generate historical and real-time reports for the previous week
- C. to filter spam emails from reaching the email queues
- D. to generate historical time reports for the previous week
Answer: B
NEW QUESTION # 35
What does it mean for a variable in the Application Editor to be defined as a parameter?
- A. The variable can be used to pass data to and from VoiceXML applications.
- B. The value for that variable can be supplied via Application Configuration in Application Administration.
- C. The variable can be used in conditional steps.
- D. The value for that variable is defined by the calling application.
- E. The variable can be used to pass data to and from subflows.
Answer: B
Explanation:
Explanation
The correct answer is B. A variable in the Application Editor that is defined as a parameter means that the value for that variable can be supplied via Application Configuration in Application Administration. This allows the administrator to change the value of the variable without modifying the script. For example, a parameter variable can be used to store the CSQ name, the prompt file name, the holiday schedule, or any other value that might change over time or across applications1.
The other options are not correct because:
A). The variable can be used to pass data to and from subflows. This is not related to the parameter property of the variable. Any variable can be used to pass data to and from subflows, as long as it is in the scope of the subflow. A subflow is a script that is invoked by another script, and it can have its own parameters that are mapped to the variables of the calling script2.
C). The value for that variable is defined by the calling application. This is not related to the parameter property of the variable. Any variable can be defined by the calling application, as long as it is passed as an argument to the called application. An application can be called by another application using the Call Subflow step or the Trigger Application step3.
D). The variable can be used in conditional steps. This is not related to the parameter property of the variable. Any variable can be used in conditional steps, as long as it has a valid data type and value. A conditional step is a step that evaluates an expression and executes one of the branches based on the result.
E). The variable can be used to pass data to and from VoiceXML applications. This is not related to the parameter property of the variable. Any variable can be used to pass data to and from VoiceXML applications, as long as it is mapped to the VoiceXML session variables. A VoiceXML application is an application that uses VoiceXML documents to provide interactive voice response services.
References: 1: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter
1: General Steps [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco : [Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco] : [Cisco Unified Contact Center Express Editor Step Reference Guide, Release
12.5(1) - Chapter 6: VoiceXML Steps [Cisco Unified Contact Center Express] - Cisco]
NEW QUESTION # 36
Cisco Finesse supports the use of custom call variable layouts. How does the agent desktop determine which layout to use?
- A. The name of the layout is passed to the agent desktop via a keyword variable that is named user layout.
- B. The layout is associated to the desktop layout under Team Resources.
- C. The layout is associated to the CSQ definition.
- D. The layout is associated to the team under Team Resources.
Answer: A
Explanation:
Explanation
Cisco Finesse supports the use of custom call variable layouts to define how call variables appear on the Finesse agent desktop. The agent desktop determines which layout to use based on the value of a keyword variable that is named user.layout. This variable is passed to the agent desktop via the Set Enterprise Call Info step in the CCX script. The value of the user.layout variable must match the name of the custom call variable layout that is configured in the Finesse Administration page. If no user.layout variable exists, or if the value does not match any custom layout, the default layout will be used12 References: 1: Cisco Finesse Administration Guide, Release 12.5 (1) - Call Variables Layouts [Cisco Finesse]
- Cisco 1 2: How to apply new 'Call Variables Layout' to desktop layo
NEW QUESTION # 37
Which two Cisco Unified CCX steps should you use if you want to send an HTTP message? (Choose two.)
- A. Place Call
- B. Send HTTP Response
- C. Create URL Document
- D. Cache Document
- E. Write Document
Answer: B,D
NEW QUESTION # 38
In Cisco Unified CCX Administration, what is created on the Communications Manager when you add a Cisco Unified Communications Manager Telephony group?
- A. Cisco Unified CCX Call Control Group
- B. CTI Route Point
- C. CTI Ports
- D. Cisco Unified Communications Manager Call Control Group
Answer: B
Explanation:
Explanation
In Cisco Unified CCX Administration, when you add a Cisco Unified Communications Manager (CUCM) Telephony group, a CTI Route Point is created on the CUCM. A CTI Route Point is a virtual device that can receive multiple simultaneous calls and route them to a Cisco Unified CCX application by using the JTAPI protocol. A CUCM Telephony group defines the CUCM cluster, the JTAPI user, and the CTI Route Point that are associated with a Cisco Unified CCX system12 The other options are not correct:
CTI Ports: CTI Ports are virtual devices that can make or receive calls and are controlled by the JTAPI application. CTI Ports are not created when you add a CUCM Telephony group, but when you add a Cisco Unified CCX Call Control Group12 Cisco Unified CCX Call Control Group: A Cisco Unified CCX Call Control Group is a logical grouping of CTI Ports that are used by the Cisco Unified CCX system to make and receive calls. A Cisco Unified CCX Call Control Group is not created when you add a CUCM Telephony group, but when you configure the Cisco Unified CCX system parameters12 Cisco Unified Communications Manager Call Control Group: A Cisco Unified Communications Manager Call Control Group is a term that does not exist in the Cisco Unified CCX terminology.
References: 1: Cisco Unified Contact Center Express Administration Guide, Release 10.0(1) - Unified CM Configuration [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Design Guide, Release 10.0(1) - Unified CM Telephony Subsystem [Cisco Unified Contact Center Express] - Cisco 2
NEW QUESTION # 39
Which deployment option is invalid for Cisco Unified Contact Center Express?
- A. two Cisco Unified Contact Center Express clusters, each with two nodes, connected to the same Cisco Unified Cisco Unified Communications Manager cluster
- B. a one-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager Express router
- C. a two-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager cluster
- D. a one-node Cisco Unified Contact Center Express cluster connected to two Cisco Unified Communications Manager clusters
Answer: D
NEW QUESTION # 40
Which Cisco Unified Contact Center Express platform set supports the use of an embedded Internet browser within the Cisco Agent Desktop?
- A. Premium only
- B. Standard, Enhanced, and Premium
- C. Enhanced and Premium only
- D. Cisco Unified Contact Center Express does not support an embedded Internet browser
Answer: A
NEW QUESTION # 41
Which three fields are used in defining a CSQ in Cisco Unified Contact Center Express Enhanced?
(Choose three.)
- A. Overflow CSQ
- B. CCX Application
- C. Service Level
- D. Automatic Work
- E. WrapUp Time
- F. Agent Name
Answer: C,D,E
Explanation:
Section: (none)
NEW QUESTION # 42
In Cisco Unified Contact Center Express, where is wrap-up data enabled?
- A. in workflow groups on Cisco Desktop Work Flow Administrator
- B. in CSQ configuration on Application Administration
- C. in resource configuration on Application Administration
- D. in the Cisco Supervisor Desktop
Answer: A
Explanation:
Section: (none)
NEW QUESTION # 43
You should perform which three options when troubleshooting a Cisco Unified CCX engine "Java out of memory" crash? (Choose three.)
- A. Check the Cisco Unified CCX Serviceability Control Center.
- B. Talk to the customer about the deployment and usage pattern.
- C. Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool.
- D. Check to see if the customer has installed any third-party applications.
- E. Collect heap dumps via the Cisco Unified Real-Time Monitoring Tool.
Answer: A,C,E
Explanation:
Explanation
Heap dumps are snapshots of the Java heap memory that contain information about the objects and classes in the heap at the moment of the dump. Heap dumps can help you identify memory leaks, excessive memory consumption, and other memory-related issues. You can collect heap dumps using the Cisco Unified Real-Time Monitoring Tool (RTMT), which is a client application that allows you to monitor and troubleshoot Cisco Unified CCX components. To collect heap dumps, you need to enable the HeapDumpEnabled service parameter and configure theHeapDumpSchedule parameter. You can then use the RTMT to view and download the heap dumps from the Cisco Unified CCX server2.
Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool. In addition to heap dumps, you can also collect engine heap performance data using the RTMT. This data includes metrics such as heap usage, heap size, garbage collection time, and garbage collection frequency. You can use the RTMT to monitor these metrics in real time or generate historical reports.
You can also set alerts and thresholds for these metrics to receive notifications when they exceed the specified values. Collecting engine heap performance data can help you analyze the memory behavior and performance of the Cisco Unified CCX engine3.
References: 1: Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5(1) - Control Center [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center ExpressAdministration and Operations Guide, Release 12.5(1) - Troubleshoot Unified CCX [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) - Monitor Unified CCX [Cisco Unified Contact Center Express] - Cisco
NEW QUESTION # 44
Which three tasks can an agent perform using email? (Choose three.)
- A. mark the email as urgent
- B. mark the email as junk
- C. transfer the email to another CSQ
- D. save the response as a draft
- E. send the response to the supervisor for review
- F. transfer the email to another agent
Answer: C,D,E
Explanation:
Section: (none)
NEW QUESTION # 45
What is the purpose of relative filters?
- A. generate historical and real-time reports for the previous week
- B. report on previous port usage
- C. generate historical time reports for the previous week
- D. filter spam emails from reaching the email queues
Answer: C
Explanation:
Section: (none)
NEW QUESTION # 46
Which three of the following tasks can be performed using Cisco Unified Real-Time Monitoring Tool? (Choose three.)
- A. view syslog messages
- B. perform backup and restore functions
- C. monitor the health of the Cisco Unified CCX system
- D. collect trace files
- E. stop and start Cisco Unified CCX services
Answer: A,C,D
NEW QUESTION # 47
What is the maximum number of agents that can be supported by Cisco Unified CCX 8.0 when deployed with Cisco Unified Communications Manager?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
Explanation:
Explanation
According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Cisco Unified CCX 8.0 can support a maximum of 400 agents when deployed with Cisco Unified Communications Manager. This is the highest capacity option for Cisco Unified CCX 8.0, which requires a dedicated server for the Cisco Unified CCX Engine and a dedicated server for the Cisco Unified CCX Database.
The maximum number of agents depends on the hardware configuration, the deployment model, and the features enabled. For example, if Cisco Unified CCX is deployed in a high availability mode, the maximum number of agents is reduced to 300. If Cisco Unified CCX is deployed with Cisco Unified Presence, the maximum number of agents is reduced to 250. If Cisco Unified CCX is deployed with Cisco Unified Intelligence Center, the maximum number of agents is reduced to 150. The maximum number of agents also varies for different versions of Cisco Unified CCX. For example, Cisco Unified CCX 7.0 can support a maximum of 300 agents, while Cisco Unified CCX 9.0 can support a maximum of 500 agents. References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter
2: Unified CCX Product Overview, Section 2.1: Unified CCX Product Packages, Page 151 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.1: Unified CCX Deployment Models, Page 252 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2: Unified CCX Capacity Planning, Page 293
NEW QUESTION # 48
In a Cisco Unified CCX application script, a number is read from an external database. The number must then be played out as part of a prompt. Which Cisco Unified CCX Editor step creates a new prompt that can play out the number?
- A. Create Generated Prompt
- B. Create Container Prompt
- C. Create Language Prompt
- D. Create Conditional Prompt
Answer: A
NEW QUESTION # 49
How many languages can be installed for the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD)?
- A. one language for both the CAD and the CSD
- B. two languages for both the CAD and the CSD
- C. two languages for the CAD and one language for the CSD
- D. one language for the CAD and a different language for the CSD
Answer: A
NEW QUESTION # 50
If you use skills-based routing, where is the agent selection criteria defined?
- A. in the Contact Service Queue definition
- B. In the Resource definition
- C. in the Skill definition
- D. in the Skill Group definition
Answer: A
NEW QUESTION # 51
......
Cisco 500-052 Exam Certification Details:
| Exam Registration | PEARSON VUE |
| Duration | 60 minutes |
| Number of Questions | 45-55 |
| Exam Code | 500-052 UCCXD |
| Exam Price | $300 USD |
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