What are the two main features of the Cisco VVB? (Choose two.)
AE
Explanation:
The correct answer is A and E. The Cisco VVB has the following features:
Facilitates self-service options such as access to check account information or user-directed call
routing by processing user commands through touchtone input or speech-recognition technologies1
.
Allows customers to retrieve the required information through voice commands without interacting
with an agent, to navigate to the correct department, or to get help from an agent1
.
Provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR)
and Text-To-Speech (TTS) capabilities1
.
Provides more comprehensive and effective customer service by efficiently handling call traffic with
self-service or fast transfer to the correct agent the first time1
.
Option B is incorrect because it is the opposite of what Cisco VVB does.
Cisco VVB allows customers,
not agents, to use voice commands without interacting with an agent1
.
Option C is incorrect because Cisco VVB supports multiple languages for ASR and TTS, not just one1
.
Option D is incorrect because it confuses the roles of customers and agents.
Cisco VVB provides
better customer service, not agent service, by transferring customers to the right agent, not vice
versa1
.
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose
two.)
BC
How can the Extension Mobility feature be described?
C
Explanation:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_5_2/ccmfeat/CUCM_BK_C3A84B33_00_cucm-feature-configuration-guide_1052/CUCM_BK_C3A84B33_00_cucm-feature-configuration-guide_chapter_011101.html
The correct answer is C.
The Extension Mobility feature can be described as follows1
:
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 Phones1
.
The feature enables users to log in to any phone that supports Extension Mobility and use it as their
own phone1
.
The feature supports both intra-cluster and cross-cluster scenarios, where users can log in to phones
that are located within the same or different Unified CM clusters1
.
The other options are incorrect because:
Option A is incorrect because the device profile needs to be created in Unified CM, not CCE, and
associated with the user, not the agent1
.
Option B is incorrect because only the device profile needs to be added to the pg user account, not
the phone2
.
Option D is incorrect because the Extension Mobility Cross Cluster works on phones that are located
in different Unified CM clusters, not the same cluster1
.
Extension Mobility is a feature of Cisco Unified Communications Manager (CM) that allows users to
temporarily access their personal phone settings, such as line appearances, services, and speed dials,
on different Cisco Unified IP Phones. This feature is particularly useful in environments where users
change workspaces frequently or share workspaces with others.
Reference: Cisco Unified CM's official documentation provides comprehensive details on the
Extension Mobility feature, including its setup, configuration, and usage.
Which VVB CLI command can set an individual media file to an expired state?
C
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE
deployment? (Choose two.)
A, B
Explanation:
To enable basic agent functionality in a Cisco Contact Center Enterprise (CCE) deployment, key
configurations within the Intelligent Contact Management (ICM) component are necessary:
A. Configure Skill Groups and Skill Targets: Skill groups are collections of agents with similar skills.
Skill targets are specific routing points associated with skill groups. Configuring these elements is
essential for directing calls to the most suitable agents based on their skills.
B. Configure Agent Desk Settings: These settings define the operational parameters for agents, such
as wrap-up time, maximum call handling time, and other agent-specific settings. These
configurations are crucial for managing agent efficiency and ensuring quality customer service.
Reference: Cisco CCE and ICM configuration guides provide detailed instructions on setting up these
components to ensure efficient agent functionality and optimal call routing within the contact center.
What is the goal of identifying a call type?
C
Explanation:
Skill targets are used to route calls to the appropriate Agent, and the call type is used to determine
which skill target should be used for the call. By correctly identifying the call type, the CCE system
can ensure that the call is routed to the correct skill target and that the call is handled by the right
agent.
Reference: [1] May 24, 2022 … Extension mobility functionality extends to most Cisco Unified IP
Phones
[1]
. … Create an Extension Mobility Device Profile for Users. [2] How can the Extension
Mobility feature be described? A
[1][2]
. As part of the configuration, the Device profile needs to be
created in CCE and associate each… [3] Sep 12
[2]
, 2022 … As part of the configuration in Unified
Communications Manager Administration
[3][4]
, you create a device profile for each agent that will
use… [4] Cisco IOS-XE does not have built-in voice browser capability
[3][4]
. … or the corresponding
Extension Mobility device profile is not associated with a Unified… [5] As part of the configuration in
Unified Communications Manager Administration
[1][3]
, you create a device profile for each agent
that will use Extension Mobility,… [
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/12_5_1SU1/cucm_b_feature-configuration-guide-for-cisco1251SU1/cucm_b_feature-configuration-guide-for-cisco1251SU2_chapter_011110.html
1. Feature Configuration Guide for Cisco Unified Communications ...
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/12_5_1SU1/cucm_b_feature
-configuration-guide-for-cisco1251SU1/cucm_b_
Which microapp is used to gather information from the caller?
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.
Reference: Cisco Virtual Voice Browser (VVB) - Microapp Reference - Cisco
https://www.cisco.com/c/en/us/support/customer-collaboration/virtual-voice-browser/products-microapp-reference-list.html
What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to
render reports? (Choose two.)
B, D
Explanation:
The Cisco Unified Intelligence Center (CUIC) accesses various data sources to fetch data for rendering
reports. The two primary data sources it uses are:
B. Cisco Customer Voice Portal Reporting Server: This server provides detailed information about IVR
interactions, call treatment, and self-service application usage within the Customer Voice Portal.
D. Cisco Administration Server and Historical Data Server: These servers store a wide range of
historical data related to contact center operations, including agent performance, call routing
statistics, and system utilization metrics.
Reference: Official Cisco CUIC documentation details the data sources that CUIC can access for
reporting purposes, highlighting how data from these sources is used to compile comprehensive
reports on contact center performance.
When is the IVR leg established in a CCE Call Flow?
C
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.
Reference: 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.
Which variable remains available to all scripts in the system until reset?
B
What is the maximum number of attributes that can be assigned to an Agent?
B
Explanation:
In Cisco Contact Center Enterprise (CCE) environments, an agent can be assigned a maximum of 50
attributes. These attributes can include skills, proficiency levels, and other characteristics that help in
routing calls to the most appropriate agent based on the requirements of the incoming contact and
the agent's expertise.
Reference: This information is typically found in Cisco CCE documentation, particularly in sections
related to agent configuration and skill management.
Which two steps are involved in configuring and evaluating business in an ICM script? (Choose two.)
BE
Explanation:
in order to configure and evaluate business hours in an ICM script, you must first configure the
Business Hours under Organizational Setup > Business Hours in CCE Admin. Once the Business Hours
are configured, you then need to configure an IF node in the ICM script editor, using the expression
BusinessHourStatus.<Calendar Name>.BusinessHours. This expression will then evaluate to True or
False depending on whether the current time falls within the configured Business Hours or not.
When configuring and evaluating business hours in an ICM script, the key steps involve:
B. Configure Business Hours under Organizational Setup > Business hours in CCE Admin: This step is
crucial for defining the operational hours during which certain routing decisions or scripts should be
active.
E. Configure an IF node in ICM script editor: The IF node in the script is used to evaluate whether the
current time falls within the defined business hours. Based on this evaluation, the script can route
the call differently, enable or disable certain features, or make other adjustments to call handling.
Reference: The process of setting up business hours and incorporating them into routing scripts is
detailed in Cisco's ICM scripting and administration guides.
In CCE deployments, which two configuration tasks can be performed via the Finesse Server
Administration page? {Choose two.)
B, E
Explanation:
the Finesse Server Administration page in CCE deployments allows for the configuration of both
Routing Layouts and Skill-groups. Routing Layouts are used to define the layout of the contact center
by specifying which agents are assigned to which skills, while Skill-groups are used to create
collections of skills that can be assigned to agents. Reason Codes and Workflows can also be
configured via the Finesse Server Administration page, but Routing Scripts cannot.
What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose
two.)
A, C
Explanation:
The PTSN is responsible for routing the call to the agent. According to [5], the two primary roles of
the PSTN and voice gateway in the Unified CCE solution are delivering the inbound call to the voice
gateway and routing the call to the agent. The voice gateway may modify the digits presented to
downstream devices, but it does not provide IVR functionality in a Contact Center deployment, nor is
it responsible for routing the call to the agent.
How many clusters of Finesse will a single PG support?
A
Explanation:
A single Peripheral Gateway (PG) in a Cisco Contact Center Enterprise environment supports one
cluster of Finesse. This design ensures that each PG is dedicated to a specific Finesse cluster,
facilitating optimal performance and reliability in agent desktop operations.
Reference: Cisco's technical documentation on Contact Center architecture and Finesse integration
provides details on the supported configurations and the relationship between PGs and Finesse
clusters.