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Certification Path
Internetwork Fundamentals ICND1 and ICND2 or CNNABC or basic IP telephony CICD can act as a prerequisite for this exam.
NEW QUESTION # 42
Which step library is included in the license for Cisco Unified CCX Standard?
- A. ICM steps
- B. email steps
- C. database steps
- D. document steps
Answer: D
Explanation:
Section: (none)
NEW QUESTION # 43
Which three options cannot be validated using the Cisco Unified Communications Sizing Tool in a Cisco Unified CCX deployment configuration? (Choose three.)
- A. bandwidth requirement between two Cisco Unified CCX nodes in a high availability over WAN deployment
- B. number of silent-monitoring and remote-monitoring sessions
- C. number of ASR and TTS ports
- D. bandwidth requirement for remote agents who are connected over a WAN to Cisco Unified CCX
- E. number of historical reporting sessions
- F. bandwidth requirement between Cisco Unified CCX and SocialMiner in an agent web chat deployment
Answer: B,C,E
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 # 44
Why are CSQs associated to the team definition?
- A. It allows agents to be a part of the CSQ.
- B. It allows the associated supervisors to make modifications to the CSQ.
- C. It is informational and is used for historical reporting only.
- D. It designates which CSQ information to display on the supervisor desktop.
Answer: D
Explanation:
Explanation
CSQs are associated to the team definition to designate which CSQ information to display on the supervisor desktop. The supervisor desktop allows the supervisor to monitor and manage the agents and the CSQs that are assigned to the team. The supervisor can view the real-time statistics, historical reports, and chat transcripts of the CSQs that are associated to the team. The supervisor can also change the skill competency level of the agents for the CSQs that are associated to the team1, page 2-3, 2, page 2-5, 3, page 2-6. References: Cisco Unified Contact Center Express Features Guide, Release 12.5 (1), Cisco Finesse Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5 (1), Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0 (1)
NEW QUESTION # 45
In a Cisco Unified Contact Center Express application script, a number is read from an external database
The number must then be played out as part of a prompt.
Which 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 # 46
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 Standard
- B. Cisco Unified IP IVR
- C. Cisco Unified CCX Enterprise
- D. Cisco Unified CCX Enhanced
- E. Cisco Unified CCX Premium
Answer: E
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 # 47
Which three components are installed from the Cisco Unified CCX Installer media? (Choose three.)
- A. Cisco Unified Operations Manager
- B. Informix DB
- C. Cisco Unified CCX Engine
- D. Cisco Unified Communications Manager
- E. Recording Component
- F. iPlanet Web Server
Answer: B,C,E
Explanation:
Explanation
The Cisco Unified CCX Installer media is used to install the following components on the Unified CCX server:
Cisco Unified CCX Engine: This is the core component that provides the call control, routing, and scripting functionality for Unified CCX. It also includes the Cisco Unified CCX Administration web interface, the Cisco Unified CCX Serviceability web interface, the Cisco Unified CCX Editor, and the Cisco Unified CCX Historical Reports client.
Recording Component: This is an optional component that enables the recording and playback of agent calls. It also includes the Cisco Unified CCX Supervisor Desktop and the Cisco Unified CCX Agent Desktop applications.
Informix DB: This is the database component that stores the configuration and historical data for Unified CCX. It also includes the Cisco Unified CCX Database Schema and the Cisco Unified CCX Database Monitor Service.
The following components are not installed from the Cisco Unified CCX Installer media:
iPlanet Web Server: This is a web server that is not used by Unified CCX. Unified CCX uses the Apache Tomcat web server, which is installed as part of the Cisco Unified Communications Operating System.
Cisco Unified Operations Manager: This is a network management application that monitors the health and performance of Cisco Unified Communications systems. It is not part of Unified CCX and requires a separate installation and license.
Cisco Unified Communications Manager: This is the call processing component that provides the IP telephony services for Unified CCX. It is not part of Unified CCX and requires a separate installation and license.
References:
Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5(1), Chapter 1:
Unified CCX Installation
[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0], Module 1: Cisco Unified Contact Center Express Overview
NEW QUESTION # 48
Which three of the following tasks can be performed using Cisco Unified Real-Time Monitoring Tool?
(Choose three.)
- A. stop and start Cisco Unified CCX services
- B. monitor the health of the Cisco Unified CCX system
- C. perform backup and restore functions
- D. collect trace files
- E. view syslog messages
Answer: B,D,E
Explanation:
Section: (none)
NEW QUESTION # 49
During runtime, when a valid SQL Query in a DB Read step returns 0 rows, which branch of the step will be executed?
- A. Successful
- B. Timeout
- C. SQL Error
- D. No Data
Answer: A
NEW QUESTION # 50
Which deployment option is invalid for Cisco Unified Contact Center Express?
- A. a one-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager Express router
- B. two Cisco Unified Contact Center Express clusters, each with two nodes, connected to the same Cisco Unified Cisco Unified Communications Manager cluster
- C. a one-node Cisco Unified Contact Center Express cluster connected to two Cisco Unified Communications Manager clusters
- D. a two-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager cluster
Answer: B
Explanation:
Explanation
The invalid deployment option for Cisco Unified Contact Center Express is two Cisco Unified Contact Center Express clusters, each with two nodes, connected to the same Cisco Unified Cisco Unified Communications Manager cluster. This option is not supported because Cisco Unified Contact Center Express does not allow multiple clusters to share the same Cisco Unified Communications Manager cluster. Each Cisco Unified Contact Center Express cluster must have its own dedicated Cisco Unified Communications Manager cluster1.
The other options are valid deployment options for Cisco Unified Contact Center Express:
A two-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager cluster. This option is supported and provides high availability and redundancy for both Cisco Unified Contact Center Express and Cisco Unified Communications Manager. A two-node Cisco Unified Contact Center Express cluster consists of a primaryand a secondary node that can synchronize data and take over the call processing in case of a failure2.
A one-node Cisco Unified Contact Center Express cluster connected to two Cisco Unified Communications Manager clusters. This option is supported and provides redundancy for Cisco Unified Communications Manager. A one-node Cisco Unified Contact Center Express cluster consists of a single node that handles all the call processing and administration functions. A one-node Cisco Unified Contact Center Express cluster can connect to two Cisco Unified Communications Manager clusters using the Intercluster Lookup Service (ILS) feature3.
A one-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager Express router. This option is supported and provides a cost-effective and simplified solution for small and medium-sized businesses. A one-node Cisco Unified Contact Center Express cluster can connect to a Cisco Unified Communications Manager Express router using the Skinny Client Control Protocol (SCCP) or the Session Initiation Protocol (SIP)4.
References: 1: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models
[Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express]
- Cisco 4: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco
NEW QUESTION # 51
What is the maximum number of agent web chat sessions that is supported on the highest class server?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
NEW QUESTION # 52
You are designing a Cisco Unified Contact Center Express system with four requirements:
250 configured agents
150 agents maximum logged in at any given time
30 agents able to make outbound calls
20 agents able to answer emails
How many premium seats should be purchased?
- A. 200 seats
- B. 250 seats
- C. 150 seats
- D. 180 seats
Answer: D
Explanation:
Explanation
The number of premium seats required for a Cisco Unified Contact Center Express system is based on the maximum number of logged in agents plus the number of IVR and email ports needed. In this case, the maximum number of logged in agents is 150, the number of IVR ports needed for outbound calls is
30, and the number of email ports needed for email agents is 20. Therefore, the total number of premium seats required is 150 + 30 + 20 = 180 seats. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson 1: Cisco Unified Contact Center Express Product Overview - Topic: Cisco Unified CCX Product Packages1
NEW QUESTION # 53
What is the purpose of relative filters?
- A. to generate historical and real-time reports for the previous week
- B. to generate historical time reports for the previous week
- C. to report on previous port usage
- D. to filter spam emails from reaching the email queues
Answer: A
NEW QUESTION # 54
Which statement is true about the ability to look up customers in Cisco Context Service?
- A. An array of customer objects is returned, based on the search parameters that are provided.
- B. Exactly one customer object is returned, based on the search parameters that are provided
- C. Cisco Context Service does not provide the ability to look up customers.
- D. If more than one customer object is found, a failure is returned, based on the search parameters that are provided.
Answer: A
Explanation:
Explanation
The ability to look up customers in Cisco Context Service is provided by the Customer API, which allows you to search for customers by using various parameters, such as customer ID, name, email, phone number, and so on. The Customer API returns an array of customer objects that match the search criteria, along with a pagination token that can be used to retrieve the next page of results if there are more than 100 matching customers. The customer objects contain the customer ID, the customer data fields, and the links to the related activities and requests1, 2 References: Customer API, Customer Object
NEW QUESTION # 55
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 Standard
- B. Cisco Unified CCX Enhanced
- C. Cisco Unified IP IVR
- D. Cisco Unified CCX Enterprise
- E. Cisco Unified CCX Premium
Answer: B
NEW QUESTION # 56
Which three fields are used in defining a CSQ in Cisco Unified Contact Center Express Enhanced?
(Choose three.)
- A. Agent Name
- B. WrapUp Time
- C. Automatic Work
- D. CCX Application
- E. Service Level
- F. Overflow CSQ
Answer: B,C,E
Explanation:
Section: (none)
NEW QUESTION # 57
What are the peripheral variables in the Set Enterprise Call Info step related to?
- A. call variables
- B. custom variables
- C. ECC variables
- D. script parameters that are passed from the application configuration
Answer: A
NEW QUESTION # 58
What is the maximum round-trip time between Cisco Unified Contact Center Express servers in a WAN deployment?
- A. 2 ms
- B. 80 ms
- C. 10 ms
- D. 50 ms
Answer: B
NEW QUESTION # 59
A customer purchases 200 Cisco Unified Center Express Premium agent seats In order to run a 30-port outbound IVR campaign, which two addition items must the customer purchase?
- A. a gateway
- B. 15 agent seats
- C. 30 agent seats
- D. 30 outbound IVR ports
- E. a router
Answer: A,D
NEW QUESTION # 60
A customer purchases 200 Cisco Unified Center Express Premium agent seats in order to run a 30-port outbound IVR campaign, which two addition items must the customer purchase?
- A. 30 agent seats
- B. 15 agent seats
- C. a gateway
- D. 30 outbound IVR ports
- E. a router
Answer: A,D
Explanation:
Explanation
The customer must purchase 30 outbound IVR ports and 30 agent seats in addition to the 200 Cisco Unified Center Express Premium agent seats. The outbound IVR ports are required to run the outbound IVR campaign, which can make outbound calls to customers and play prerecorded messages or collect customer inputs. The agent seats are required to handle the outbound calls that are transferred to agents based on the customer's choice or the campaign configuration. The outbound IVR ports and the agent seats are licensed separately and are not included in the Premium agent seats1, page
2-3, 2, page 4-1. References: Solution Design Guide for Cisco Unified Contact Center Express, Release
12.5 (1) SU1, Cisco Unified Contact Center Express Features Guide, Release 12.5 (1)
NEW QUESTION # 61
A customer purchases 200 Cisco Unified CCX Premium agent seats.
Which two additional items must the customer purchase to be able to run a 30-port outbound IVR campaign?
(Choose two.)
- A. 15 agent seats
- B. gateway
- C. 30 outbound IVR ports
- D. router
Answer: B,C
NEW QUESTION # 62
......
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