500-052 Dumps With Exact Questions and Answers

 Skills-based routing is a method of routing calls to agents based on their skills and competencies. In Cisco Unified CCX, skills are defined as attributes that agents possess, such as language, product knowledge, or technical expertise. Agents can have multiple skills assigned to them, with different competency levels ranging from 1 (lowest) to 10 (highest). Contact Service Queues (CSQs) are logical entities that represent a group of agents who share a common set of skills required to handle a specific type of call. CSQs are associated with one or more skills, and have a minimum competency level for each skill. The agent selection criteria for skills-based routing is defined in the CSQ definition, where the administrator can choose from three options: Most Skilled, Least Skilled, or Resource Pool. These options determine how the system selects the best available agent for a call based on the skill competency levels of the agents and the CSQ. For example, if the CSQ is configured with Most Skilled, the system will select the agent with the highest skill competency level that matches the CSQ requirement. If there are multiple agents with the same skill competency level, the system will use the secondary selection criteria, such as longest available or most handled contacts, to break the tie. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0, Cisco Unified Contact Center Express Administration Guide, Release 12.5(1)

 A POD (Point of Data) is a unit of data that is stored in Context Service. A POD can contain information about a customer, an interaction, or any other entity that is relevant to the contact center. A POD can map to a fieldset, which is a collection of fields that define the structure and schema of the POD. A fieldset can have a name, a description, and a list of fields. Each field can have a name, a type, and a value. A POD can belong to only one fieldset, but a fieldset can have multiple PODs1. The runtime connector is not responsible for account and password management, but for registering the contact center components with Context Service and sending and receiving PODs2. Every customer can be mapped to multiple PODs, depending on the number of interactions they have with the contact center3. References:

• 1: Cisco Unified Contact Center Express Features Guide, Release 12.0(1) - Context Service Data Model, Fields, and Fieldsets [Cisco Unified Contact Center Express] - Cisco(https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_0/features/guide/uccx_b_features-guide-1201/uccx_b_features-guide-1201_chapter_010.html)
• 2: Cisco Unified Contact Center Express Features Guide, Release 12.0(1) - Component Configuration and Registration [Cisco Unified Contact Center Express] - Cisco(https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6/features/guide/uccx_b_uccx-features-guide/uccx_b_uccx-features-guide_chapter_01.pdf)
• 3: Cisco Unified Contact Center Express Features Guide, Release 12.0(1) - Omnichannel Customer Journey [Cisco Unified Contact Center Express] - Cisco(https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_0/features/guide/uccx_b_features-guide-1201/uccx_b_features-guide-1201_chapter_010.html)

To convert a high availability over LAN deployment to high availability over WAN, you need to reinstall the second Cisco Unified CCX node and add it to the cluster over WAN. This is because the high availability over WAN deployment requires a different network configuration and a different license than the high availability over LAN deployment12

The high availability over WAN deployment allows you to have two Cisco Unified CCX nodes in different geographical locations, connected by a WAN link with a minimum bandwidth of 1.544 Mbps and a maximum round-trip delay of 80 ms. The high availability over WAN deployment provides disaster recovery and business continuity in case of a site failure12

The high availability over WAN deployment requires a “WAN Standby” license, which is different from the “Warm Standby” license used for the high availability over LAN deployment. The “WAN Standby” license enables the second Cisco Unified CCX node to operate in a partial service mode, which means that it can accept and process calls, but it cannot access the historical data or the configuration data from the primary node. The “Warm Standby” license enables the second Cisco Unified CCX node to operate in a full service mode, which means that it can access all the data and functions of the primary node12

To convert a high availability over LAN deployment to high availability over WAN, you need to follow these steps:

• Backup the configuration and the historical data from the primary Cisco Unified CCX node2
• Uninstall the second Cisco Unified CCX node from the cluster2
• Reinstall the second Cisco Unified CCX node with the same software version and patch level as the primary node, but with a different IP address and hostname2
• Apply the “WAN Standby” license to the second Cisco Unified CCX node2
• Add the second Cisco Unified CCX node to the cluster over WAN by using the Cisco Unified CCX Administration web interface on the primary node2
• Restore the configuration and the historical data to the second Cisco Unified CCX node2
• Verify the high availability status and the data synchronization between the two nodes2

References: 1: Cisco Unified Contact Center Express Design Guide, Release 10.0(1) - High Availability [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 10.0(1) - High Availability [Cisco Unified Contact Center Express] - Cisco