500-052 Dumps With Exact Questions and Answers

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.

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.

 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