Reactive debugging is a facility provided by the Cisco Unified CCX Editor that allows you to debug a Cisco Unified CCX script live with a real voice call. Reactive debugging enables you to step through the script execution and view the variable values and the call flow in real time. You can also set breakpoints and watchpoints to pause the script execution and inspect the variables.  Reactive debugging is useful for troubleshooting and testing the script logic and functionality 1 2

References :  1 : Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Course 644-906  1   2 : Cisco Unified Contact Center Express Scripting and Development Series: Volume 2, Editor Step Reference, Release 10.0(1) - Debugging Scripts [Cisco Unified Contact Center Express] - Cisco 

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 kbps 1 .

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 regularly 2 .

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 policies 3 .

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 32 1  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 34 2  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 35 3

 The three operations that can be performed within the Cisco Finesse IP Phone Agent (IPPA) are:

A. A supervisor can use Finesse IPPA to act as an agent and accept calls.  This is true because Finesse IPPA does not support supervisor tasks such as monitor, barge, and intercept, but supervisors can sign in and perform all agent tasks on their IP Phones.  To perform supervisor tasks for Finesse IPPA agents, supervisors must sign in to the Finesse desktop and follow the same steps that they use for the Finesse desktop agents 1 .

D. An agent using Finesse IPPA can enter Not Ready, Sign-out, and Wrap-up reasons.  This is true because Finesse IPPA allows agents to change their state from Ready to Not Ready, sign out from the Finesse service, and apply wrap-up reasons after handling a call.  Agents can select the appropriate reason codes from the list of available options on their IP Phones 2 .

E. Agents can log in to Finesse IPPA with Cisco Unified CCX deployed using a Standard license.  This is true because Finesse IPPA is supported on all Cisco Unified CCX license packages, including Standard, Enhanced, and Premium.  Agents can use Finesse IPPA regardless of the license package that is deployed on Cisco Unified CCX 3 .

The other options are not correct because:

B. An agent can sign in to Finesse IPPA and initiate call recording.  This is false because Finesse IPPA does not support call recording. Agents cannot initiate, stop, or pause call recording from their IP Phones.  Call recording is only supported on the Finesse desktop in the browser 4 .

C. A supervisor can sign in to Finesse IPPA and initiate call recording.  This is false because Finesse IPPA does not support call recording. Supervisors cannot initiate, stop, or pause call recording from their IP Phones.  Call recording is only supported on the Finesse desktop in the browser 4 .

References :  1 :  Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - IP Phone Agent [Cisco Finesse] - Cisco   2 :  Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - IP Phone Agent [Cisco Finesse] - 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 Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - IP Phone Agent [Cisco Finesse] - Cisco

According to the Cisco Unified Contact Center Express 12.5 Data Sheet 1 , the maximum number of concurrent chat agents supported by Cisco Unified CCX is 70, regardless of the number of licensed seats. This means that if 70 agents log in as chat agents via an independent browser, they will consume 70 chat agent seats out of the 120 agent seats licensed for the Cisco Unified CCX deployment. The remaining 50 agent seats can be used for voice agents who log in via Cisco Agent Desktop. Therefore, the answer is A. 50.  References  :=  Cisco Unified Contact Center Express 12.5 Data Sheet , page 4.

According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), the maximum number of CTI ports that can be supported by a Cisco Unified Contact Center Express 8.0 Standard deployment is 300. This is the same as the maximum number of IVR ports that can be supported by the Standard deployment. The CTI ports are used to route calls to agents or to play prompts and collect caller input. The number of CTI ports depends on the number of concurrent calls that the system needs to handle and the call flow design. The Standard deployment supports up to 150 agents and 300 IVR ports or CTI ports. References :=  Cisco Unified Contact Center Express Design Guide, Release 8.0(1) , page 2-7.

When Cisco Unified CCX is deployed with Cisco Unified Communications Manager Express (CME), the user management is done through the Application Administration web interface of Cisco Unified CCX. The user data, such as user ID, password, PIN, and roles, are stored in the Cisco Unified CCX database. The user synchronization between Cisco Unified CME and Cisco Unified CCX is done manually by using the Data Synchronization option in the Tools menu of the Application Administration web interface. The user data is not stored in the Cisco Unified CME database, nor is it managed by Cisco Unified CME. References:

Deploying Cisco Unified Contact Center Express (UCCXD) v6.0

Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 11.6(1) - Chapter 2: Preinstallation Tasks for Cisco Unified CCX

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