Which Cisco Unified Contact Center Express platform set supports the use of an embedded Internet browser within the Cisco Agent Desktop?
Premium only
Enhanced and Premium only
Standard, Enhanced, and Premium
Cisco Unified Contact Center Express does not support an embedded Internet browser
Cisco Unified Contact Center Express does not support an embedded Internet browser within the Cisco Agent Desktop. The Cisco Agent Desktop is a legacy desktop application that provides call control and agent state management for Unified CCX agents. The Cisco Agent Desktop does not have an embedded Internet browser, but it can launch an external browser to display web pages or applications. However, the Cisco Agent Desktop is deprecated and replaced by the Cisco Finesse desktop, which is a web-based agent and supervisor desktop that supports an embedded Internet browser. The CiscoFinesse desktop is available for all Unified CCX platform sets, including Standard, Enhanced, and Premium. For more information on the differences between the Cisco Agent Desktop and the Cisco Finesse desktop, see the Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1), Chapter: Cisco Unified CCX Desktop Options, Section: Cisco Agent Desktop and Cisco Finesse Desktop Comparison. References:
What does it mean for a variable in the Application Editor to be defined as a parameter?
The variable can be used to pass data to and from subflows.
The value for that variable can be supplied via Application Configuration in Application Administration.
The value for that variable is defined by the calling application.
The variable can be used in conditional steps.
The variable can be used to pass data to and from VoiceXML applications.
The correct answer is B. A variable in the Application Editor that is defined as a parameter means that the value for that variable can be supplied via Application Configuration in Application Administration. This allows the administrator to change the value of the variable without modifying the script. For example, a parameter variable can be used to store the CSQ name, the prompt file name, the holiday schedule, or any other value that might change over time or across applications1.
The other options are not correct because:
References: 1: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco : [Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco] : [Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 6: VoiceXML Steps [Cisco Unified Contact Center Express] - Cisco]
Which subsystem processes connections between the Cisco Unified CCX server and the enterprise
databases?
Media
Unified CM Telephony
Database
Configuration Data Store
The Database subsystem enables the Unified CCX applications to obtain information from data sources, which are databases configured to communicate with the Unified CCX system. You can connect the Unified CCX system with enterprise databases such as Microsoft SQL Server, Sybase, Oracle, or IBM DB2. The Database subsystem is available if your system has a license installed for either the Unified IP IVR or Unified CCX Premium product packages. If you are not using Unified CCX applications that require access to databases, you do not need to provision the Database subsystem. References: Cisco Unified Contact Center Express Administration Guide, Release 11.5 (1) - Provision of Additional Subsystems
Which action enables a contact center supervisor to access and monitor live data reports for multiple teams?
Take no action, because a supervisor cannot monitor more than one team.
Assign the supervisor as primary superior for one of the teams and as secondary supervisor for other
relevant teams.
Assign the supervisor as primary supervisor for all the relevant teams.
Add the supervisor as a member of all the relevant teams.
To enable a contact center supervisor to access and monitor live data reports for multiple teams, the administrator should assign the supervisor as primary supervisor for one of the teams and as secondary supervisor for other relevant teams. This way, the supervisor can view the live data reports for all the teams that he or she is associated with, either as primary or secondary supervisor. The supervisor can also switch between different teams in the Cisco Finesse desktop or the Cisco Unified Intelligence Center (CUIC) web interface. For more information on how to assign primary and secondary supervisors for teams, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX Application Configuration, Section: Teams.
The following actions will not enable a contact center supervisor to access and monitor live data reports for multiple teams:
Which three operations can be performed within the Cisco Finesse IP Phone Age (IPPA)? (Choose three.)
A supervisor can use Finesse IPPA to act as an agent and accept calls.
An agent can sign in to Finesse IPPA and initiate call recording.
A supervisor can sign in to Finesse IPPA and initiate call recording.
An agent using Finesse IPPA can enter Not Ready, Sign-out, and Wrap-up reasons.
Agents can log in to Finesse IPPA with Cisco Unified CCX deployed using a Standard license.
The three operations that can be performed within the Cisco Finesse IP Phone Agent (IPPA) are:
The other options are not correct because:
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, Release12.5(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
Which facility is provided to debug a Cisco Unified CCX script live with a real voice call?
Cisco Unified Contact Center Express Editor
Reactive Debugging
Accept Step
Proactive Debugging
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 functionality12
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
Where can you start, stop, and restart Cisco Unified Contact Center Express services?
the system page on Cisco Unified Contact Center Express Administration
Cisco Desktop Administration
Control Center on Cisco Unified Contact Center Express Service ability
Cisco Unified Communications Operating System Administration
The Control Center on Cisco Unified Contact Center Express Serviceability is the tool that allows you to start, stop, and restart Cisco Unified Contact Center Express services. The Control Center provides a web-based interface to manage the Unified CCX components and subsystems, such as Cisco Unified CM Telephony, Cisco Unified CM Administration, Cisco Unified CCX Engine, Cisco Unified CCX Administration, and so on. You can accessthe Control Center from the Tools menu on the Cisco Unified CCX Serviceability page. From the Control Center, you can perform the following tasks:
Which three components are installed from the Cisco Unified CCX Installer media? (Choose three.)
iPlanet Web Server
Cisco Unified CCX Engine
Cisco Unified Operations Manager
Cisco Unified Communications Manager
Recording Component
Informix DB
The Cisco Unified CCX Installer media is used to install the following components on the Unified CCX server:
The following components are not installed from the Cisco Unified CCX Installer media:
References:
Which three statements describe the importing of contacts into a Cisco Unified Contact Center Express
campaign? (Choose three.)
Phone1 is the only mandatory field.
Up to three custom fields can be added.
List filtering for "Do Not Call" is unsupported.
When records have matching phone numbers, only one record is created.
Imports can be automatically executed on a weekly basis.
The importing of contacts into a Cisco Unified Contact Center Express campaign has the following characteristics:
The following statements are incorrect:
Where are CTI route points added or configured for Cisco Unified Contact Center Express?
Cisco Unified Contact Center Express Media Subsystem
Cisco Unified CallManager Device Configuration
Cisco Unified Contact Center Express Directory Management
Cisco Supervisor Desktop
Cisco CRS Administration, JTAPI Trigger Creation
CTI route points are virtual devices that can receive multiple, simultaneous calls for application-controlled redirection. They are added or configured for Cisco Unified Contact Center Express (UCCX) in the Cisco Unified CallManager Device Configuration. This allows UCCX to integrate with Cisco Unified Communications Manager (CUCM) and use the CTI route points as triggers for UCCX scripts. The CTI route points must be associated with the UCCX application user in CUCM and have the correct partition and calling search space settings. References: CiscoUnified Contact Center Express Getting Started with Scripts, Release 12.5(1) - Configuring Unified CCX Triggers, Cisco Unified Contact Center Express Design Guide, Release 10.0(1) - Deployment Models, CTI Port and CTI Route Point - Cisco Community
Which tool is used to size Cisco Unified CCX?
Analysis Manager
Cisco Unified Communications Sizing Tool
Expert Advisor
Cisco Unified Real-Time Monitoring Tool
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
Select a statement about the Call Subflow step that is not true.
A subflow can access all variables in the calling script.
When the Call Subflow step executes, you can transfer values of variables from the calling flow to the
subflow.
After the Call Subflow step executes, you can transfer values of variables from the subflow to the calling flow.
The same subflow can be invoked from different scripts.
This statement is false because a subflow cannot access all variables in the calling script, unless they are passed as input parameters or global variables. A subflow has its own local variables that are not visible to the calling script. A subflow can only access the variables that are mapped to its input parameters or declared as global variables1.
The other statements are true because:
References: 1: Troubleshoot the Subflow - CRS Script - Cisco 2: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco 4: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco
Which three tasks can an agent perform using email? (Choose three.)
save the response as a draft
send the response to the supervisor for review
transfer the email to another CSQ
transfer the email to another agent
mark the email as urgent
mark the email as junk
The three tasks that an agent can perform using email are:
The other options are not correct because:
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
Which two Cisco Unified CCX steps should you use if you want to send an HTTP message? (Choose two.)
Write Document
Place Call
Send HTTP Response
Cache Document
Create URL Document
To send an HTTP message, you should use the following Cisco Unified CCX steps:
The following steps cannot be used to send an HTTP message:
In a high availability over WAN deployment, which option cannot be across the WAN from the active Cisco Unified CCX site?
ASR or TTS servers
wallboard server
SMTP server
enterprise database
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
Which deployment option is invalid for Cisco Unified Contact Center Express?
a two-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications
Manager cluster
a one-node Cisco Unified Contact Center Express cluster connected to two Cisco Unified Communications
Manager clusters
a one-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications
Manager Express router
two Cisco Unified Contact Center Express clusters, each with two nodes, connected to the same Cisco
Unified Cisco Unified Communications Manager cluster
The invalid deployment option for Cisco Unified Contact Center Express is two Cisco Unified Contact Center Express clusters, each with two nodes, connected to the same Cisco Unified Cisco Unified Communications Manager cluster. This option is not supported because Cisco Unified Contact Center Express does not allow multiple clusters to share the same Cisco Unified Communications Manager cluster. Each Cisco Unified Contact Center Express cluster must have its own dedicated Cisco Unified Communications Manager cluster1.
The other options are valid deployment options for Cisco Unified Contact Center Express:
References: 1: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - 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 Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco
Which three features are included in Cisco Unified Contact Center Express Supervisor Desktop? (Choose
three.)
graphical reports
dockable windows
access to chat logs
URL push to agents
send an email to an agent
send a call in queue to a specific agent
The three features that are included in Cisco Unified Contact Center Express Supervisor Desktop are graphical reports, dockable windows, and URL push to agents. The graphical reports feature allows supervisors to view real-time and historical reports on agent and team performance, such as service level, average handle time, and agent state. The dockable windows feature allows supervisors to customize their desktop layout by docking or undocking the gadgets, such as the team data, agent data, and chat gadgets. The URL push to agents feature allows supervisors to send a web page URL to one or more agents, which will automatically open in the agent’s browser. The other features listed are not included in the Cisco Unified Contact Center Express Supervisor Desktop. The access to chat logs feature is available in the Cisco Finesse Agent and Supervisor Desktop, which is a web-based alternative to the Cisco Unified Contact Center Express Supervisor Desktop. The send an email to an agent feature is not supported by any Cisco Unified Contact Center Express desktop application, but it can be achieved by using an external email client. The send a call in queue to a specific agent feature is not supported by any Cisco Unified Contact Center Express desktop application, but it can be achieved by using the Cisco Unified Intelligence Center to monitor the queue and the Cisco Finesse Desktop to transfer the call. References := Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 > Module 4: Implementing Cisco Unified Contact Center Express Agent Supervision > Lesson 1: Implementing Cisco Unified CCX Supervisor Desktop > Topic 1.1: Cisco Unified CCX Supervisor Desktop Overview1
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 CCX configuration)
b) recommend servers based on the validated configuration (a prerequisite for the Cisco assessment-toquality bid assurance process)
Cisco Solution Expert Tool
Cisco Unified CCX Sizing Tool
Cisco Unified Expert Advisor Tool
Cisco Unified Communications Sizing Tool
The Cisco Unified CCX Sizing Tool is a web-based tool that allows partners to validate the parameters of a target Cisco Unified CCX configuration, such as the number of inbound agents, the number of inbound and outbound IVR ports, the number of historical reporting users, and so on. The tool also recommends servers based on the validated configuration, which is a prerequisite for the Cisco assessment-to-quality bid assurance process. The tool can be accessed from the Cisco Unified CCX Partner Central1. The tool helps partners to design a Cisco Unified CCX system that meets the customer requirements and avoids oversizing or undersizing the system. References := Cisco Unified CCX Partner Central
In Cisco Unified CCX Administration, what is created on the Communications Manager when you add a Cisco Unified Communications Manager Telephony group?
CTI Ports
CTI Route Point
Cisco Unified CCX Call Control Group
Cisco Unified Communications Manager Call Control Group
In Cisco Unified CCX Administration, when you add a Cisco Unified Communications Manager (CUCM) Telephony group, a CTI Route Point is created on the CUCM. A CTI Route Point is a virtual device that can receive multiple simultaneous calls and route them to a Cisco Unified CCX application by using the JTAPI protocol. A CUCM Telephony group defines the CUCM cluster, the JTAPI user, and the CTI Route Point that are associated with a Cisco Unified CCX system12
The other options are not correct:
References: 1: Cisco Unified Contact Center Express Administration Guide, Release 10.0(1) - Unified CM Configuration [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Design Guide, Release 10.0(1) - Unified CM Telephony Subsystem [Cisco Unified Contact Center Express] - Cisco 2
Why are CSQs associated to the team definition?
It allows agents to be a part of the CSQ.
It allows the associated supervisors to make modifications to the CSQ.
It designates which CSQ information to display on the supervisor desktop.
It is informational and is used for historical reporting only.
CSQs are associated to the team definition to designate which CSQ information to display on the supervisor desktop. The supervisor desktop allows the supervisor to monitor and manage the agents and the CSQs that are assigned to the team. The supervisor can view the real-time statistics, historical reports, and chat transcripts of the CSQs that are associated to the team. The supervisor can also change the skill competency level of the agents for the CSQs that are associated to the team1, page 2-3, 2, page 2-5, 3, page 2-6. References: Cisco Unified Contact Center Express Features Guide, Release 12.5 (1), Cisco Finesse Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5 (1), Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0 (1)
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.)
30 outbound IVR ports
15 agent seats
gateway
router
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.
How is the default eMail address in the eMail Subsystem Configuration page used?
It receives all mail sent in the Send eMail step as a bcc.
It is the From address for emails sent by agents using Agent E-mail.
It is used if no email contact is specified in the Create eMail step.
It becomes the From address in the Send eMail step if no address is specified.
The default eMail address in the eMail Subsystem Configuration page is used as the From address in the Send eMail step if no address is specified. This is useful when you want to send emails from a generic or default address without having to specify it in every Send eMail step. The default eMail address can be configured in the Unified CCX Administration web interface, under Subsystems > eMail > eMail Subsystem Configuration. You can also specify the default eMail address in the script editor, using the Set Default eMail Address step. References := Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 > Module 3: Implementing Cisco Unified Contact Center Express Scripting > Lesson 3: Implementing Basic Scripting Techniques > Topic 3.3: Sending an E-mail Message1
In Cisco Unified Contact Center Express, where is wrap-up data enabled?
in the Cisco Supervisor Desktop
in CSQ configuration on Application Administration
in workflow groups on Cisco Desktop Work Flow Administrator
in resource configuration on Application Administration
Wrap-up data is a feature that allows agents to enter a code or description that indicates the outcome or purpose of a call. This data can be used for reporting and analysis purposes. To enable wrap-up data, the administrator must configure the following settings in the Cisco Desktop Work Flow Administrator:
What is the maximum number of agents that can be supported by Cisco Unified CCX 8.0 when deployed with Cisco Unified Communications Manager?
50
150
300
400
According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Cisco Unified CCX 8.0 can support a maximum of 400 agents when deployed with Cisco Unified Communications Manager. This is the highest capacity option for Cisco Unified CCX 8.0, which requires a dedicated server for the Cisco Unified CCX Engine and a dedicated server for the Cisco Unified CCX Database. The maximum number of agents 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 agents is reduced to 300. If Cisco Unified CCX is deployed with Cisco Unified Presence, the maximum number of agents is reduced to 250. If Cisco Unified CCX is deployed with Cisco Unified Intelligence Center, the maximum number of agents is reduced to 150. The maximum number of agents also varies for different versions of Cisco Unified CCX. For example, Cisco Unified CCX 7.0 can support a maximum of 300 agents, while Cisco Unified CCX 9.0 can support a maximum of 500 agents. References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 2: Unified CCX Product Overview, Section 2.1: Unified CCX Product Packages, Page 151 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.1: Unified CCX Deployment Models, Page 252 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2: Unified CCX Capacity Planning, Page 293