In Cisco Unified Contact Center Express, where is wrap-up data enabled?
A. in the Cisco Supervisor Desktop
B. in CSQ configuration on Application Administration
C. in workflow groups on Cisco Desktop Work Flow Administrator
D. in resource configuration on Application Administration
Answer:
C
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 2
What is the maximum number of concurrent agent web chat sessions that are supported on the highest class server?
A. 75
B. 25
C. 50
D. 120
Answer:
C
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 3
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. Enhanced and Premium only
C. Standard, Enhanced, and Premium
D. Cisco Unified Contact Center Express does not support an embedded Internet browser
Answer:
A
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 4
Which phones must be associated to the RmCm application user account?
A. all phones
B. none, because that user account is not used for phone association
C. only agent phones that are used with the Cisco Finesse agent desktop
D. only Cisco Finesse IPPA phones
Answer:
C
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 5
Which three tasks can an agent perform on the Cisco Agent Desktop? (Choose three.)
A. chat with an SME
B. send an email to an SME
C. send enterprise data to an SME
D. transfer a call to an SME
E. start a Cisco WebEx session with an SME
Answer:
A C D
User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%
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Question 6
Which two releases require physical media to be ordered and received prior to patching or upgrading Cisco Unified Contact Center Express? (Choose two.)
A. minor release
B. major release
C. service update
D. engineering special
Answer:
A B
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 7
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
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 8
You should perform which three steps when troubleshooting a Cisco Unified Contact Center Express engine "Java out of memory" crash? (Choose three.)
A. Collect the thread dump for Cisco Unified CCX Engine
B. Check to see if the customer has installed any third party applications
C. Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool.
D. Collect heap dumps via the Cisco Unified Real-Time Monitoring Tool
E. Talk to the customer about the deployment and usage pattern.
F. Check the Cisco Unified CCX Serviceability Control Center
Answer:
C D E
User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%
F
50%
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Question 9
Which three tasks can an agent perform using email? (Choose three.)
A. save the response as a draft
B. send the response to the supervisor for review
C. transfer the email to another CSQ
D. transfer the email to another agent
E. mark the email as urgent
F. mark the email as junk
Answer:
A B C
User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%
F
50%
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Question 10
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 value for that variable can be supplied through the Application Management menu in Cisco Unified CCX Administration.
C. The value for that variable is defined by the calling application.
D. The variable can be used in conditional steps.
E. The variable can be used to pass data to and from VoiceXML applications.
Answer:
B
User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%
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Question 11
Which deployment option is invalid for Cisco Unified Contact Center Express?
A. a two-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager cluster
B. a one-node Cisco Unified Contact Center Express cluster connected to two Cisco Unified Communications Manager clusters
C. a one-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager Express router
D. two Cisco Unified Contact Center Express clusters, each with two nodes, connected to the same Cisco Unified Cisco Unified Communications Manager cluster
Answer:
B
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 12
The Cisco Unified CCX license MAC is generated based on which three items? (Choose three.)
A. hostname
B. IP address
C. gateway address
D. physical MAC
E. Cisco Unified CCX version
Answer:
A B C
User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%
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Question 13
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 Contact Center Express 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
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 14
Which server cannot be configured during the installation phase when installing Cisco Unified Contact Center Express on Cisco Unified Computing System servers?
A. Cisco Unified Communications Manager server
B. DNS server
C. NTP server
D. SMTP server
Answer:
D
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 15
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 Home tab hosts the gadget.
C. The Manage Customer tab hosts the gadget.
D. The gadget to initiate or accept a call is common and is not tied to a specific tab.