How is Chat Watchdog Interval used?
A
Explanation:
Chat Watchdog Interval is used to control the time interval after which a chat activity is tagged as
abandoned if an agent could not accept it. The purpose of the Chat Watchdog Interval is to ensure
that a customer's chat request is not left unattended for an extended period of time. If an agent is
not available to accept the chat within the specified time period, the chat activity will be marked as
abandoned. This allows the system to route the chat to another agent or take other appropriate
actions to ensure that the customer's needs are met in a timely manner.
What are two specifications for reporting templates? (Choose two.)
DE
Explanation:
A reporting template can be used to create multiple reports with the same configurations, thus
allowing users to create multiple reports with the same configurations. Additionally, templates can
be deleted as per the requirement, if it is not needed anymore. But it's important to note that once a
template is deleted, all reports created from that template will be deleted as well.
What is the limit of concurrent agents per application server?
B
Explanation:
The limit of concurrent agents per application server is 600 the limit of concurrent agents per
application server according to Cisco Unified Contact Center Enterprise (UCCE) version 11.5 and for
the hardware specification that meet the requirement. This recommended limit is based on the
assumption that all agents are using IP phones or soft clients and that the agents are using average
resources. However, It's important to keep in mind that this is just a recommended limit and it may
vary depending on the specific version of UCCE and the hardware specifications of the application
server.
In which two ways are chats transferred? (Choose two.)
AB
Explanation:
In Cisco's Unified Contact Center Enterprise (UCCE), chat activities can be transferred in two ways: A.
Only open chat activities in which the customer has not left the chat session can be transferred: If the
customer has left the chat session before the transfer, it cannot be transferred.
1. Chats can be transferred to departments directly: Chat activities can be transferred to different
departments based on the customer's needs or the agent's ability to handle the inquiry.
It's also important to note that the ability to transfer chats and the number of transfers that can be
made may be limited by the specific configuration of the UCCE system.
Which LDAP URL allows configuration in the properties pane under SSO configuration?
D
Explanation:
It is the URL used to connect to the LDAP server for authentication during the Single Sign-On (SSO)
process. It is a standard URL format that specifies the protocol (ldap), the server name (idap_server)
and the port number (3268) used to connect to the LDAP server.
Which CLI command verifies the authenticity and integrity of a downloaded ISO?
D
Explanation:
This command uses the OpenSSL tool to verify the authenticity and integrity of an ISO file by
checking the signature against a public key. The -sha256 option specifies to use the SHA-256
algorithm, -keyform der specifies the key format is DER, -verify option is used to specify the public
key file that is used to verify the signature and the -signature option is used to specify the signature
file. It uses the SHA-256 algorithm to generate a digest of the ISO image, and then compares it to the
digest that is stored in the signature file. If the digests match, it means the ISO file is authentic and
has not been tampered with.
It's important to note that, the actual command may vary depending on the specific operating
system and version of OpenSSL being used. Also, it's recommended to consult the Cisco
documentation and your Cisco support team for further assistance.
Which process scans content and applies regular expressions to mask the sensitive information?
B
Explanation:
Data masking is the process of replacing sensitive data with realistic but not real data to protect it
from unauthorized access or exposure. It is typically used to protect sensitive data such as personal
identification numbers, credit card numbers, and other confidential information.
The process scans content and applies regular expressions to mask the sensitive information by
replacing the sensitive data with a set of predetermined characters or values, such as asterisks or
random characters. This makes it difficult for unauthorized users to access the sensitive data, while
still allowing the data to be used for testing, development, and other purposes.
Which two types of data does a file server store? (Choose two.)
AD
Explanation:
Reference:
[1]
https://docs.microsoft.com/en-us/windows-server/storage/file-servers/file-
servers
[2]
https://www.lifewire.com/what-is-a-file-server-
817385
[3]
https://www.webopedia.com/TERM/F/file_server.html
[4]
https://www.server-
essentials.com/faq/what-is-file-server
A file server is a computer or device that stores and manages files, allowing multiple users and
devices to access the files over a network.
1. Application files: file servers typically store application files, which are files that are used by
software programs. These files can include executable files, DLLs, configuration files, and other types
of files that are needed to run the software.
2. System files: file servers also store system files, which are files that are used by the operating
system. These files include system libraries, drivers, and other types of files that are required for the
operating system to function properly.
Reference:
Microsoft: What is a File Server?
Oracle: File Server
Cisco: File Server
File servers can also store other types of files such as user documents, media files, and other types of
files, but the above mentioned files are some of the examples that are commonly stored in file
servers.
Which two media classes require configuration to be used in Enterprise Chat and Email? (Choose
two.)
DE
Explanation:
Reference:
[1]
https://docs.microsoft.com/en-us/microsoftteams/media-classes-in-teams-
enterprise-chat-and-email
[2]
https://docs.microsoft.com/en-us/microsoftteams/configure-
enterprise-chat-and-email-with-enterprise-chat-and-email-in-
teams
[3]
https://www.ombud.com/blog/enterprise-chat-email-microsoft-teams-
broadcast
[4]
https://www.cmswire.com/digital-workplace/enterprise-chat-the-future-of-work-
communications/
[5]
https://www.globaldataservices.com/blog/enterprise-chat-email-in-microsoft-
teams/
Enterprise Chat and Email (ECE) is a Cisco product that allows customers to communicate with a
business through various channels such as chat, email, social media, and other digital channels.
To use the ECE_Email and ECE_Chat media classes, configuration is required.
1. ECE_Email: ECE_Email media class is used to configure the email channel, this includes settings
such as email address, email server, and other email-related configurations. This media class is used
to route incoming email to the appropriate agent or department.
2. ECE_Chat: ECE_Chat media class is used to configure the chat channel, this includes settings such
as chat server, chat client, and other chat-related configurations. This media class is used to route
incoming chats to the appropriate agent or department.
Reference:
Cisco: Cisco Enterprise Chat and Email
Cisco: Cisco Enterprise Chat and Email Media Class Configuration
Cisco: Cisco Enterprise Chat and Email Media Class Configuration Guide
What is the formula for a standardized agent count for email?
A
Explanation:
Reference:
[1]
https://support.google.com/a/answer/1363297?hl=en
[2]
https://www.workfront.com/blog/how
-to-calculate-an-email-teams-capacity/
[3]
https://www.activetrail.com/blog/how-do-you-calculate-
the-optimal-number-of-customer-service-agents
[4]
https://www.conversocial.com/blog/how-to-
calculate-the-optimal-number-of-social-media-agents
Which mode must be used for Always On Availability Group clustering?
C
Explanation:
Windows Authentication allows users to connect to SQL Server using their Windows credentials. It
uses Kerberos security protocol for authentication and it's considered more secure than SQL Server
Authentication.
Always On Availability Groups (AGs) is a feature of Microsoft SQL Server that provides high
availability and disaster recovery for a group of user databases. Windows Authentication is required
for all the SQL Server instances that participate in an availability group.
It's important to note that, the specific configuration options and settings may vary depending on the
version of SQL Server and the specific requirements of the organization. It's recommended to consult
the Microsoft documentation and your SQL Server support team for further assistance.
Reference:
Microsoft: Always On Availability Groups (SQL Server)
Microsoft: Configure the Server Authentication Mode
Microsoft: Connect to the Primary Replica of an Always On Availability Group (SQL Server)
How do chat entry points behave?
B
Explanation:
A chat entry point is a page or link that customers can use to access the chat service. Help links on
websites can be configured to point to the same entry point, so customers will see the same
interface regardless of which link they use to access the service. This makes it easier for customers to
find the help they need, as all the help links will point them to the same entry point.
Which two items in UCCE need to be installed and available for use before installing Enterprise Chat
and Email? (Choose two.)
CE
Explanation:
ICM router, logger, and admin workstation are components of Cisco Unified Contact Center
Enterprise (UCCE) that must be installed and available before Enterprise Chat and Email can be
installed. CTI server is also a required component of UCCE and must be installed and available before
Enterprise Chat and Email can be installed.
Reference:
[1]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/expre
ss_10_6/user/guide/uccx_b_user-guide-cisco-unified-contact-center-express-106/uccx_b_user-guide-cisco-unified-contact-center-express-106_chapter_01110.html
[2]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/
contact_center/crs/express_10_6/installation/guide/uccx_b_installation-
Enterprise Chat and Email (ECE) is a Cisco product that allows customers to communicate with a
business through various channels such as chat, email, social media, and other digital channels.
Before installing Enterprise Chat and Email, two items in UCCE need to be installed and available for
use:
2. ICM router, logger, admin workstation: ICM (Intelligent Contact Manager) is a Cisco product that
routes and manages customer interactions across multiple channels such as voice, email, chat, and
social media. ICM router, logger, and admin workstation are the components of ICM that are
required for Enterprise Chat and Email to function properly.
3. CTI server: CTI (Computer Telephony Integration) server is a component of UCCE that integrates
telephony and computer systems to provide advanced call control and call management
functionality. The CTI server is responsible for integrating the Enterprise Chat and Email with the
phone system.
Which feature is unable to be deleted or made inactive?
B
Explanation:
Unified CCE is a component of Cisco Unified Contact Center Enterprise (UCCE) and cannot be deleted
or made inactive. Unified CCE is responsible for handling customer requests, routing calls, and
providing customer service. It is an essential part of UCCE and must be installed and available before
Enterprise Chat and Email can be used.
Reference:
[1]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/expre
ss_10_6/user/guide/uccx_b_user-guide-cisco-unified-contact-center-express-106/uccx_b_user-guide-cisco-unified-contact-center-express-106_chapter_01110.html
[2]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/
contact_center/crs/express_10_6/installation/guide/uccx_b_installation-
Unified CCE (Unified Contact Center Enterprise) is a Cisco product that provides a comprehensive,
multichannel customer contact solution. It includes a set of software and hardware components that
work together to provide advanced call routing, contact management, and reporting capabilities.
Unified CCE is the core platform on which other Cisco products like Enterprise Chat and Email,
Exception Queue and Supervisory Queues are built upon. It is the foundation of the contact center
infrastructure and it's unable to be deleted or made inactive as it provides the foundation for other
Cisco products.
It's important to note that the specific requirements for the contact center infrastructure may vary
depending on the version of CCE and the specific requirements of the organization. It's
recommended to consult the Cisco documentation and your Cisco support team for further
assistance.
Reference:
Cisco: Cisco Unified Contact Center Enterprise
Cisco: Cisco Unified Contact Center Enterprise Architecture
Cisco: Cisco Unified Contact Center Enterprise Product Overview
What are the workflow types in ECE?
D
Explanation:
Enterprise Chat and Email (ECE) supports four types of workflows: Alarm, Outbound, Inbound, and
Exception. Alarm workflows are used to alert agents when they receive a customer message.
Outbound workflows are used to initiate conversations with customers. Inbound workflows are used
to handle incoming customer messages. Exception workflows are used to handle customer messages
that require additional attention.
Reference:
[1]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris
e_chat/enterprise_chat_user_guide/cec_b_enterprise-chat-user-guide-cec/cec_b_enterprise-chat-user-guide-cec_chapter_01.html
[2]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/con
tact_center/enterprise_chat/enterprise_chat_user_guide/cec_b_enterprise-