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NEW QUESTION # 46
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: D
Explanation:
Explanation
According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), the maximum number of agent web chat sessions that is supported on the highest class server is 50. This means that a single agent can handle up to 50 concurrent web chat sessions on a server that meets the highest hardware specifications for Cisco Unified CCX 8.0. The highest class server for Cisco Unified CCX 8.0 is the MCS 7845, which has the following hardware configuration:
Processor: Two quad-core Intel Xeon E5440 2.83-GHz processors
Memory: 12 GB RAM
Hard disk: Four 146-GB SAS hard disks
The maximum number of agent web chat sessions 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 agent web chat sessions is reduced to 25. If Cisco Unified CCX is deployed with Cisco Unified Presence, the maximum number of agent web chat sessions is reduced to 20. If Cisco Unified CCX is deployed with Cisco Unified Intelligence Center, the maximum number of agent web chat sessions is reduced to 10. The maximum number of agent web chat sessions also varies for different versions of Cisco Unified CCX. For example, Cisco Unified CCX 7.0 can support a maximum of 25 agent web chat sessions, while Cisco Unified CCX 9.0 can support a maximum of 60 agent web chat sessions. References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.3:
Agent Web Chat, Page 331 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter
3: Unified CCX Architecture and Capacity Planning, Section 3.3: Unified CCX Hardware Configuration, Page 372
NEW QUESTION # 47
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 Enterprise
- B. Cisco Unified CCX Premium
- C. Cisco Unified CCX Standard
- D. Cisco Unified IP IVR
- E. Cisco Unified CCX Enhanced
Answer: E
NEW QUESTION # 48
In a high availability over WAN deployment, which option cannot be across the WAN from the active Cisco Unified CCX site?
- A. wallboard server
- B. ASR or TTS servers
- C. enterprise database
- D. SMTP server
Answer: B
Explanation:
Explanation
In a high availability over WAN deployment, the ASR or TTS servers cannot be across the WAN from the active Cisco Unified CCX site. This is because the ASR or TTS servers require a low latency connection to the Unified CCX engine, and the WAN link may introduce delays or packet loss that can affect the quality and performance of the speech recognition or text-to-speech services. Therefore, the ASR or TTS servers must be co-located with the active Unified CCX site, and they must fail over to the standby site if the active site goes down. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson
4: High Availability and Network Design - Topic: Unified CCX High Availability over WAN1
NEW QUESTION # 49
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 Language Prompt
- B. Create Generated Prompt
- C. Create Conditional Prompt
- D. Create Container Prompt
Answer: B
NEW QUESTION # 50
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 Language Prompt
- B. Create Generated Prompt
- C. Create Conditional Prompt
- D. Create Container Prompt
Answer: B
NEW QUESTION # 51
Which interface is used to configure debug parameters for log files?
- A. trace configuration
- B. Datastore Control Center
- C. Control Center
- D. system parameters
Answer: A
Explanation:
Section: (none)
NEW QUESTION # 52
The Cisco Unified CCX license MAC is generated based on which three items? (Choose three.)
- A. gateway address
- B. physical MAC
- C. IP address
- D. hostname
- E. Cisco Unified CCX version
Answer: A,C,D
NEW QUESTION # 53
Which server cannot be configured during the installation phase when installing Cisco Unified Contact Center Express on Cisco Unified Computing System servers?
- A. DNS server
- B. NTP server
- C. Cisco Unified Communications Manager server
- D. SMTP server
Answer: D
Explanation:
Explanation
The server that cannot be configured during the installation phase when installing Cisco Unified Contact Center Express (UCCX) on Cisco Unified Computing System (UCS) servers is the SMTP server. The SMTP server is a server that enables the email functionality of UCCX, such as sending email notifications, alerts, and reports. The SMTP server cannot be configured during the installation phase, but it can be configured after the installation by using the Cisco Unified CCX Administration web interface12 The other options can be configured during the installation phase when installing UCCX on UCS servers:
Cisco Unified Communications Manager (CUCM) server: The CUCM server is a server that provides call control and device management for UCCX. The CUCM server can be configured during the installation phase by specifying the IP address or hostname, the username, and the password of the CUCM server. The CUCM server must be configured before the UCCX installation can proceed12 DNS server: The DNS server is a server that resolves hostnames to IP addresses and vice versa. The DNS server can be configured during the installation phase by specifying the IP address or hostname of the primary and secondary DNS servers. The DNS server is optional, but it is recommended to use it for easier management and troubleshooting12 NTP server: The NTP server is a server that synchronizes the time and date of UCCX with a reliable source. The NTP server can be configured during the installation phase by specifying the IP address or hostname of the primary and secondary NTP servers. The NTP server is mandatory, and the installation will fail if the UCCX server cannot reach the NTP server12 References: 1: Cisco Unified Contact Center Express Install and Upgrade Guide, Release 10.0(1) - Unified CCX Installation [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Install and Upgrade Guide, Release 10.0(1) - Unified CCX Configuration [Cisco Unified Contact Center Express] - Cisco 2
NEW QUESTION # 54
In Cisco Unified Contact Center Express, when a variable in the application editor is defined as a parameter, which statement is true?
- A. The variable can be used to pass data to and from subflows.
- B. The variable can be used to pass data to and from VoiceXML applications.
- C. The value for that variable is defined by the calling application.
- D. The value for that variable can be supplied through the Application Management menu in Cisco Unified CCX Administration.
- E. The variable can be used in conditional steps.
Answer: D
NEW QUESTION # 55
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. router
- B. gateway
- C. 30 outbound IVR ports
- D. 15 agent seats
Answer: C,D
Explanation:
Explanation
To run a 30-port outbound IVR campaign, the customer needs to purchase 30 outbound IVR ports and 15 agent seats in addition to the 200 Cisco Unified CCX Premium agent seats. This is because the outbound IVR ports are not included in the Premium package and need to be purchased separately as an add-on component1.
The outbound IVR ports are used to dial out to customers and play prompts or transfer calls to agents. The outbound IVR ports are also consumed by the agents who are logged in to the outbound campaign. The ratio of outbound IVR ports to agents is 2:1, which means that for every two outbound IVR ports, one agent seat is required2. Therefore, to run a 30-port outbound IVR campaign, the customer needs 15 agent seats for the outbound agents. The customer does not need to purchase a gateway or a router, as these are network devices that are not related to the outbound IVR campaign. References := Cisco Unified Contact Center Express 12.5 Data Sheet, page4. Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release
9.0(1), page 2-3.
NEW QUESTION # 56
Which configuration object can have skills assigned to it in Cisco Unified Contact Center Express?
- A. Resource Groups
- B. competence levels
- C. Contact Service Queue
- D. Skill Groups
Answer: C
NEW QUESTION # 57
Which tool is used to size Cisco Unified CCX?
- A. Cisco Unified Communications Sizing Tool
- B. Analysis Manager
- C. Cisco Unified Real-Time Monitoring Tool
- D. Expert Advisor
Answer: A
Explanation:
Explanation
The Cisco Unified Communications Sizing Tool is a web-based application that helps customers and partners accurately size Cisco Unified Communications hardware, software, and services. The tool can be used to size Cisco Unified CCX by selecting the product family, the deployment model, the reference design, the call volume, the agent count, the features, and the hardware specifications. The tool then generates a report that shows the recommended hardware configuration, the software licenses, the power consumption, the rack space, and the bill of materials for the Cisco Unified CCX solution1, 2 References: Solution Design Guide for Cisco Unified Contact Center Express, Release 11.5 (1), Cisco Sizing tools - Cisco Community
NEW QUESTION # 58
Which tab on the Cisco Finesse agent desktop hosts the gadget for agents to accept or initiate a call?
- A. The My Statistics tab hosts the gadget.
- B. The Manage Customer tab hosts the gadget.
- C. The gadget to initiate or accept a call is common and is not tied to a specific tab.
- D. The Home tab hosts the gadget.
Answer: B
NEW QUESTION # 59
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. collect trace files
- C. view syslog messages
- D. perform backup and restore functions
- E. monitor the health of the Cisco Unified CCX system
Answer: B,C,E
Explanation:
Explanation
Cisco Unified Real-Time Monitoring Tool (RTMT) is a software application that allows administrators and supervisors to monitor and troubleshoot the Cisco Unified CCX system in real-time. RTMT can perform the following tasks:
Collect trace files: Trace files are logs that contain detailed information about the activities and events of the Unified CCX components, such as services, engines, and applications. RTMT can collect and view trace files from various default viewers that exist in the tool, such as Call Trace, Session Trace, and Audit Log Viewer. RTMT can also download trace files from the server to the local client for further analysis. For more information on how to collect trace files using RTMT, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Trace and Log Central.
View syslog messages: Syslog messages are logs that contain information about the system events and errors of the Unified CCX components, such as services, engines, and applications. RTMT can view syslog messages in SysLog Viewer, which is a plug-in that runs as a separate application from RTMT. SysLog Viewer can filter, search, and export syslog messages from the server. For more information on how to view syslog messages using RTMT, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: SysLog Viewer.
Monitor the health of the Cisco Unified CCX system: RTMT can monitor the real-time behavior and performance of the Unified CCX components, such as services, engines, and applications.
RTMT can monitor a set of predefined management objects that indicate the health of the system, such as CPU usage, memory usage, disk usage, and networkstatistics. RTMT can also generate various alerts, in the form of emails or SNMP traps, for objects when values go over or below user-configured thresholds. For more information on how to monitor the health of the Cisco Unified CCX system using RTMT, see the Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2), Chapter: Real-Time Monitoring.
The following tasks cannot be performed using RTMT:
Stop and start Cisco Unified CCX services: Cisco Unified CCX services are processes that run on the Unified CCX server and provide various functions and features, such as Unified CCX Engine, Unified CCX Administration, Unified CCX Database, and Unified CCX Notification Service.
RTMT cannot stop and start Cisco Unified CCX services, but it can monitor their status and view their logs and trace files. To stop and start Cisco Unified CCX services, use the Cisco Unified CCX Serviceability web interface and navigate to Tools > Control Center - Network Services. For more information on how to stop and start Cisco Unified CCX services, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Control Center - Network Services.
Perform backup and restore functions: Backup and restore functions are operations that allow administrators to backup and restore the data and configuration of the Unified CCX system, such as database, recordings, scripts, and prompts. RTMT cannot perform backup and restore functions, but it can monitor the status and progress of these operations. To perform backup and restore functions, use the Disaster Recovery System (DRS) web interface and navigate to Backup
> Manual Backup or Restore > Restore Wizard. For more information on how to perform backup and restore functions, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX Disaster Recovery System, Section:
Backup and Restore. References:
Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1) Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2) Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1)
[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]4
NEW QUESTION # 60
Which three tasks can an agent perform using email? (Choose three.)
- A. save the response as a draft
- B. mark the email as junk
- C. send the response to the supervisor for review
- D. transfer the email to another agent
- E. transfer the email to another CSQ
- F. mark the email as urgent
Answer: A,D,E
Explanation:
Explanation
The three tasks that an agent can perform using email are:
Save the response as a draft. An agent can save an email response as a draft and resume working on it later. The draft email is stored in the agent's personal folderand can be accessed from the email control bar. The agent can edit, delete, or send the draft email at any time1.
Transfer the email to another CSQ. An agent can transfer an email to another Contact Service Queue (CSQ) if the email requires a different skill set or expertise. The agent can select the destination CSQ from a list of available CSQs and add an optional note for the next agent. The email is then removed from the agent's work area and placed in the selected CSQ2.
Transfer the email to another agent. An agent can transfer an email to another agent if the email requires a specific agent to handle it. The agent can select the destination agent from a list of available agents and add an optional note for the next agent. The email is then removed from the agent's work area and placed in the selected agent's personal folder3.
The other options are not correct because:
Send the response to the supervisor for review. An agent cannot send an email response to the supervisor for review before sending it to the customer. The agent can only send the email response directly to the customer or save it as a draft4.
Mark the email as urgent. An agent cannot mark an email as urgent. The urgency of an email is determined by the email server based on the email header. The agent can only view the urgency of an email, but cannot change it5.
Mark the email as junk. An agent cannot mark an email as junk. The junk email filtering is done by the email server based on the email content and sender. The agent can only view the junk status of an email, but cannot change it6.
References: 1: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 2: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 3: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 4: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 5: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 6: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco
NEW QUESTION # 61
What is the maximum number of concurrent agent web chat sessions that are supported on the highest class server?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
NEW QUESTION # 62
Which tool is used to estimate the hardware server resources that are required for a Cisco Unified CCX deployment?
- A. IPC Resource Calculator
- B. CTI Port Calculator
- C. Cisco Unified Communications Sizing Tool
- D. Cisco Unified CCX Applications Administration
Answer: C
Explanation:
Section: (none)
NEW QUESTION # 63
Which three fields are used in defining a CSQ in Cisco Unified Contact Center Express Enhanced? (Choose three.)
- A. WrapUp Time
- B. Agent Name
- C. Automatic Work
- D. CCX Application
- E. Service Level
- F. Overflow CSQ
Answer: A,E,F
Explanation:
Explanation
A Contact Service Queue (CSQ) is a logical grouping of agents that share similar skills and can handle similar types of contacts. A CSQ is defined by three main fields: the Resource Selection Criteria, the Service Level, and the Overflow CSQ. The Resource Selection Criteria determines how the system selects the most appropriate agent for each contact based on the agent's competency level and availability. The Service Level defines the percentage of contacts that should be answered within a specified time threshold. The Overflow CSQ specifies another CSQ to which the contacts are redirected when the current CSQ reaches its maximum capacity or when the contacts wait in the queue for too long. These three fields are essential for defining a CSQ in Cisco Unified Contact Center Express Enhanced. The other fields, such as Agent Name, Automatic Work, and CCX Application, are not used in defining a CSQ, but rather in configuring other aspects of the system, such as agent settings, workflow groups, and scripts. References: Cisco Unified Contact Center Express Design Guide, Release 11.0 (1), [Cisco Unified Contact Center Express Administration Guide, Release 11.0 (1)]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/configurat
NEW QUESTION # 64
Which type of information is available from the Cisco Unified Contact Center Express Control Center?
- A. system parameters configuration
- B. date and time of most recent failure
- C. Cisco Unified Communications Manager cluster status
- D. database replication status
Answer: B
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 # 65
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. 150 seats
- C. 250 seats
- D. 180 seats
Answer: B
NEW QUESTION # 66
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