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Frequently Asked Questions
Question # 1
Which two functionalities provide an Interactive Voice Response system (IVR) in a ContactCenter environment? (Choose two.)
A. access a database and provide the caller with all the needed information to complete thetransaction (Self Service)
B. TCP/IP connections through the network
C. reporting
D. heartbeat mechanism between Contact Center components
E. caller defines the reason for the call from several menu options
Question # 2
Which two actions are Supervisors able to perform that Agents are unable to perform?(Choose two.)
A. view Team gadget in Finesse
B. answer Calls from Skill groups and PQs
C. CUC login
D. log in to CCE admin
E. CUCMAPI
Question # 3
Which variable remains available to all scripts in the system until reset?
A. Caller Entered digits
B. Call variable
C. User variable
D. Peripheral variable
Question # 4
What are two purposes of Cisco Unified Intelligence Center? (Choose two.)
A. allows agents to re-skill to a different skill group or team
B. automates Text to Voice Bot Configurations
C. allows different groups of users to configure APIs based on their roles
D. obtains data from the base solution's database, known as Data Sources
E. customizes the visual presentation of the reports
Question # 5
In Finesse, how are different gadgets enabled for specific team members?
A. Ask an administrator to configure the team with a custom layout.
B. Only the same type and configuration of gadgets are supported for all users.
C. Ask the agent to add the gadget to his desktop after launching Finesse.
D. Ask the supervisor to add the gadget to the agents desktop.
Question # 6
What does Precision Routing use to determine if an agent is part of its pool?
A. Skills
B. Attributes
C. Expressions
D. Teams
Question # 7
Users should be associated as members of a Security Group to access ConfigurationManager or Script Editor. Where can this task be accomplished?
A. CCE Admin page
B. Domain Manager
C. Active Directory
D. Configuration Manager
Question # 8
Which two steps are required to configure a Supervisor? (Choose two.)
A. assign the Supervisor to only one Team
B. assign the Supervisor to a Skill Group and Precision Queue
C. make sure the Supervisor has an Active Directory Account
D. ensure that "Is Supervisor" is checked
E. assign the Supervisor to a Precision Queue
Question # 9
In a CCE Call Flow, which step comes after the call arrives and is held on a port on theIngress Gateway?
A. ICM responds to the Route Request by running a Routing Script.
B. CVP delivers a Route Request to the ICM Central Controller.
C. CVP establishes an HTTP link with the VVB (or IOS VXML Gateway), establishing theIVR Leg of the call.
D. Using a configured Dial Peer, the Ingress Gateway delivers a SIP invite message to theCVP server.
Question # 10
Which script mode is in use if the script's appearance has changed to a bright whitebackground with black dots?
A. Monitor
B. Edit
C. Browse
D. Quick Edit
Question # 11
Which VVB CLI command can set an individual media file to an expired state?
A. set VVB cache stale_cache_entries
B. show set VVB cache stale_cache_entry <cache_entry_url>
C. Outils VVB cache stale_cache_entry <cache_entry_url>
D. set VVB cache stale_cache_entry <cache_entry_url>
Question # 12
Which server holds the .wav files on a UCCE environment?
A. VXMLGW
B. CVP reporting server
C. ICM Router
D. Media Server
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