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Frequently Asked Questions
Question # 1
What is an MRD a collection of that is associated with a common communication medium?
A. skill groups and services
B. route point and DN
C. scripts and script selector
D. skill groups and route
Question # 2
What is the maximum value for the ‘MaxMessageSize’ property to allow the total number ofcharacters for each chat message?
A. 800
B. 1000
C. 2000
D. 2500
Question # 3
What are three steps in an email process flow? (Choose three.)
A. EAAS Instances sends NEW_TASK message to MR PIM.
B. MR PIM returns DO_THIS_WITH_TASK to EAAS with AgentID.
C. Rules Process executes the start and scheduled workflows.
D. Email is pulled in by listener instance and written to the database.
E. Email is pulled in by retriever instance and written to the database.
F. EAAS notifies EAMS of DO_THIS_WITH_TASK.
Question # 4
Which product allows wait messages to be displayed with dynamic text to customers whilechat and call requests are processed?
A. Dynamic Expanded Call Context Variable
B. Call variable on email/chat gadget
C. Dynamic Expected Wait Time Variable
D. Dynamic Run Application Script Request
Question # 5
In which two ways are chats transferred? (Choose two.)
A. Only open chat activities in which the customer has not left the chat session can betransferred.
B. Chats can be transferred to departments directly.
C. Agents can transfer the chat activities based on the Maximum Task limit setting.
D. Agents have unlimited transfers of chat activity.
E. Only one chat activity can be transferred at a time.
Question # 6
Which two integration tasks are needed to get CUIC to communicate with ECE? (Choosetwo.)
A. Create a SQL User with db_datareader rights to the eGReportsDB on the ECEReporting server.
B. Single-mode authentication must be enabled on the ECE Reporting server.
C. Create a SQL User with db_user rights to the eGsideDB on the ECE Reporting server.
D. Mixed mode authentication must be enabled on the ECE Reporting server.
E. Create a SQL User with db_user rights to the eGReportsDB on the ECE Reportingserver.
F. Mixed mode authentication must be enabled on the CUIC publisher.
Question # 7
How is Chat Watchdog Interval used?
A. to control the time interval after which a chat activity is tagged as abandoned if an agentcould not accept it
B. to control the time interval after which a chat activity is tagged as abandoned if it couldnot get any response from UCCE
C. to control the time interval after which a chat activity is tagged as abandoned if it couldnot be routed to UCCE
D. to control the time interval after which a chat activity is tagged as abandoned if it couldnot be assigned to an agent
Question # 8
Which server on WXM communicates with ECE, and what TCP port is used for the HTTPSconnections with cloud connect services?
A. Application server, 8445
B. Web server, 8443
C. Services server, 15097
D. Database server, 1433
Question # 9
What are three reasons aliases cannot be deleted? (Choose three.)
A. It ts used in an inbound workflow.
B. It is configured as the default alias.
C. lt is associated with the users.
D. It is associated with a retriever instance.
E. it is associated with a queue.
F. it is associated with the mail server.
Question # 10
What are three report categories and templates included for ECE reporting? (Choosethree.)
A. Supervisor Status
B. Contact Center Trend
C. Email Survey
D. Service Level Agreement
E. Service Level Performance
F. Contact Center CCAI
G. Agent performance
Question # 11
Where is the Script selector in CCE mapped in ECE?
A. Queue
B. Dialed Number
C. Workflow
D. Call Type
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