500-442 Practice Exam — Free Cisco Certification Prep

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Question 1

Configuration and Implementation

In CCE deployments, which two configuration tasks can be performed via the Finesse Server Administration page? (Choose two.)

A Routing scripts
B Workflows
C Routing Layouts
D Skill-groups
E Reason Codes

Question 2

Overview

Question 3

Advanced Features

Question 4

Basic Calls and Agent settings

Question 5

Advanced Configuration

Question 6

Advanced Features

Question 7

Configuration and Implementation

Question 8

Basic Calls and Agent settings

Question 9

Basic Calls and Agent settings

Question 10

Configuration and Implementation

Question 11

Configuration and Implementation

Question 12

Advanced Configuration

Question 13

Configuration and Implementation

Question 14

Configuration and Implementation

Question 15

Overview

Question 16

Reporting

Question 17

Overview

Question 18

Configuration and Implementation

Question 19

Reporting

Question 20

Overview

Question 21

Overview

Question 22

Basic Calls and Agent settings

Question 23

Overview

Question 24

Configuration and Implementation

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Topics covered:

OverviewBasic Calls and Agent settingsConfiguration and ImplementationAdvanced ConfigurationAdvanced FeaturesReporting

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What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to render reports? (Choose two.)

A Cisco Customer Voice Portal Reporting Server
B Cisco Unified Communication Manager Server
C Cisco Virtual Voice Browser
D Cisco Data Browser
E Cisco Administration Server And Historical Data Server

Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)

A the file format is mp3
B G729
C G711 mu-law or a-law
D the file format is wav
E the max file size is 40 MB

What are two possible Outbound Dialing Modes? (Choose two.)

A Accept Mode
B Preview Mode
C Progression Mode
D Predictive Mode
E Direct Predictive Mode

Where should the RONA setting be positioned the highest?

A on the phone in CUCM
B on CVP OPS console
C on the script in UCCE
D on the desk setting on UCCE

Question 6

Advanced Features

Question 7

Configuration and Implementation

Question 8

Basic Calls and Agent settings

Question 9

Basic Calls and Agent settings

Question 10

Configuration and Implementation

Question 11

Configuration and Implementation

Question 12

Advanced Configuration

Question 13

Configuration and Implementation

Question 14

Configuration and Implementation

Question 15

Overview

Question 16

Reporting

Question 17

Overview

Question 18

Configuration and Implementation

Question 19

Reporting

Question 20

Overview

Question 21

Overview

Question 22

Basic Calls and Agent settings

Question 23

Overview

Question 24

Configuration and Implementation

What is the function of the CVP Subdialog Return element in a VXML application?

A populate variables sent back to Virtualized Voice Browser
B populate variables sent back to VXML Server
C populate variables sent back to VXML Gateway
D populate variables sent back to CCE

How are additional ICM Tools added?

A Admin Server node will add the additional tools provided in the Administration Tools folder.
B The Logger Server node will add the additional tools provided in the Administration Tools folder.
C Script Editor is available in the PG and ICM Router server.
D PG Server node will add the additional tools provided in the Administration Tools folder.

What are two tools an Agent Desktop Admin Role can access? (Choose two.)

A Workflow
B Config Manager Tools
C Call Trace
D ReasonCode
E Script Editor

Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)

A Skill Targets
B Media routing domain
C Call type
D Network VRU
E ICM script

Which two steps are required to configure a Supervisor? (Choose two.)

A make sure the Supervisor has an Active Directory Account
B assign the Supervisor to a Precision Queue
C assign the Supervisor to only one Team
D ensure that “Is Supervisor” is checked
E assign the Supervisor to a Skill Group and Precision Queue

Deploying a VXML application is a two-step process. The first step is deploying the projects to a local archive (.zip file using the Deploy option in Call Studio). The second part of the project deployment uses SPOG to transfer the .zip file to the VXML Server(s). Which option in SPOG will be utilized to transfer these zip files to VXML Server(s)?

A IVR Settings under Call Settings card
B Miscellaneous under Call Settings card
C Device Configuration under Infrastructure Settings card
D Route Settings under Call Settings card

How many clusters of Finesse will a single PG support?

A one
B two
C three
D four

Which two components must a script be associated with to run? (Choose two.)

A Dialed Number
B Media Routing Domain
C Call Type
D CED
E Skill Target

Users should be associated as members of a Security Group to access Configuration Manager or Script Editor. Where can this task be accomplished?

A Domain Manager
B Configuration Manager
C Active Directory
D CCE Admin page

What are two parts of a Single Sign-on message flow? (Choose two.)

A IdS detects the user has a valid access token
B Browser issues PUT of the Finesse desktop with an access token
C IdP provides a login page for authenticating the user
D IdS provides a login page for authenticating the user
E IdS detects the user has an invalid access token

Which two role types have access to CUIC reporting objects maintained through a system of Roles and Permissions? (Choose two.)

A Security Configuration Designer
B Security Administrator
C Report Definition Designer
D Report Designer
E Dashboard Administrator

What are the two main features of the Cisco VVB? (Choose two.)

A allows customers to retrieve the required information through voice commands without interacting with an agent
B supports only one language for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
C allows an agent to retrieve the required information through voice commands without interacting with a customer
D provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
E provides a more comprehensive and effective agent service by efficiently handling call traffic with self-service or fast transfer to the correct customer the first time

Which variable remains available to all scripts in the system until reset?

A Caller Entered digits
B User variable
C Call variable
D Peripheral variable

Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)

A customer satisfaction
B average queue time
C call abandon rate
D customer expectations
E cost
F productivity

What is the goal of identifying a call type?

A to ensure the call reaches the agent in the correct queue
B to ensure the correct Skill Target is selected
C to ensure the contact is handled by the correct CCE Routing Script
D to ensure the call goes to the correct MRD

What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose two.)

A The PTSN is responsible for routing the call to the agent.
B The voice gateway may modify the digits presented to downstream devices.
C The PSTN is responsible for delivering the inbound call to a voice gateway.
D The voice gateway is responsible for routing the call to the agent.
E The voice gateway provides IVR functionality in a Contact Center deployment.

How many teams can an Agent be a part of?

A 1
B 2
C 3
D unlimited

Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)

A access a database and provide the caller with all the needed information to complete the transaction (Self Service)
B TCP/IP connections through the network
C reporting
D caller defines the reason for the call from several menu options
E heartbeat mechanism between Contact Center components

Which two steps are required to configure RONA for CCE? (Choose two.)

A Auto-answer
B Skill target configuration
C Survivability
D Scripting logic
E CCE Web Admin

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