Free Cisco 500-052 Practice Exam with Questions & Answers

The three components that are installed from the Cisco CRS Installer media are the Cisco CRS Engine, the Cisco Recording, and the MS SQL Server. The Cisco CRS Engine is the core component of the Unified CCX system that provides the call processing, scripting, and application integration functions. The Cisco Recording is the component that enables the recording and playback of agent calls for quality monitoring and training purposes. The MS SQL Server is the component that provides the database services for the Unified CCX system, such as storing configuration data, historical data, and agent data. The other components listed are not installed from the Cisco CRS Installer media. The iPlanet Web Server is not used by the Unified CCX system, as it uses the Apache Tomcat Web Server instead. The Cisco IP Telephony Windows 2000 Server OS is not a component of the Unified CCX system, as it uses the Linux-based Cisco Unified Communications Operating System. The Cisco Unified CallManager is not a component of the Unified CCX system, but a separate product that provides the call control and signalingfunctions for the IP telephony network. References := Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 > Module 2: Implementing Cisco Unified Contact Center Express > Lesson 1: Installing Cisco Unified Contact Center Express > Topic 1.1: Cisco Unified CCX Installation Overview1

According to the Cisco Unified Contact Center Express 12.5 Data Sheet1, 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 Cisco Unified CCX Sizing Tool is a web-based tool that allows partners to validate the parameters of a target Cisco Unified CCX configuration, such as the number of inbound agents, the number of inbound and outbound IVR ports, the number of historical reporting users, and so on. The tool also recommends servers based on the validated configuration, which is a prerequisite for the Cisco assessment-to-quality bid assurance process. The tool can be accessed from the Cisco Unified CCX Partner Central1. The tool helps partners to design a Cisco Unified CCX system that meets the customer requirements and avoids oversizing or undersizing the system. References := Cisco Unified CCX Partner Central

 The three tasks that an agent can perform on the Cisco Agent Desktop are:

• Chat with an SME. An agent can chat with a subject matter expert (SME) using the Cisco Agent Desktop integrated chat feature. This feature allows the agent to see the presence status of SMEs and other critical members of the enterprise, and to initiate chat sessions with them without navigating away from the Agent Desktop. The agent can also transfer the chat session to another agent or SME, or escalate the chat session to a voice or video call1.
• Transfer a call to an SME. An agent can transfer a call to an SME using the Cisco Agent Desktop call control buttons. The agent can select the destination SME from a list of availablecontacts or enter the SME’s phone number. The agent can also consult with the SME before transferring the call, or transfer the call directly2.
• Start a Cisco WebEx session with an SME. An agent can start a Cisco WebEx session with an SME using the Cisco Agent Desktop WebEx button. This feature allows the agent to invite the SME to join a web-based collaboration session that supports voice, video, and screen sharing. The agent can also invite the customer to join the WebEx session if needed3.

The other options are not correct because:

• B. Send an email to an SME. An agent cannot send an email to an SME using the Cisco Agent Desktop. The email feature of the Cisco Agent Desktop is only for handling incoming and outgoing emails from customers, not from internal contacts. The agent can use other applications, such as Cisco Unified Personal Communicator or Cisco Jabber, to send emails to SMEs4.
• C. Send enterprise data to an SME. An agent cannot send enterprise data to an SME using the Cisco Agent Desktop. The enterprise data feature of the Cisco Agent Desktop is only for displaying customer-related information, such as account number, name, address, and so on, that are passed from the Cisco Unified Contact Center Express server. The agent cannot modify or forward the enterprise data to SMEs5.

References: 1: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Chat [Cisco Unified Contact Center Express] - Cisco 2: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Call Control [Cisco Unified Contact Center Express] - Cisco 3: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - WebEx [Cisco Unified Contact Center Express] - Cisco 4: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Email [Cisco Unified Contact Center Express] - Cisco 5: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Enterprise Data [Cisco Unified Contact Center Express] - Cisco

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.

Reactive debugging is a facility provided by the Cisco Unified CCX Editor that allows you to debug a Cisco Unified CCX script live with a real voice call. Reactive debugging enables you to step through the script execution and view the variable values and the call flow in real time. You can also set breakpoints and watchpoints to pause the script execution and inspect the variables. Reactive debugging is useful for troubleshooting and testing the script logic and functionality12

References: 1: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Course 644-906 1 2: Cisco Unified Contact Center Express Scripting and Development Series: Volume 2, Editor Step Reference, Release 10.0(1) - Debugging Scripts [Cisco Unified Contact Center Express] - Cisco 

 CTI route points are virtual devices that can receive multiple, simultaneous calls for application-controlled redirection. They are added or configured for Cisco Unified Contact Center Express (UCCX) in the Cisco Unified CallManager Device Configuration. This allows UCCX to integrate with Cisco Unified Communications Manager (CUCM) and use the CTI route points as triggers for UCCX scripts. The CTI route points must be associated with the UCCX application user in CUCM and have the correct partition and calling search space settings. References: CiscoUnified Contact Center Express Getting Started with Scripts, Release 12.5(1) - Configuring Unified CCX Triggers, Cisco Unified Contact Center Express Design Guide, Release 10.0(1) - Deployment Models, CTI Port and CTI Route Point - Cisco Community

 Wrap-up data is a feature that allows agents to enter a code or description that indicates the outcome or purpose of a call. This data can be used for reporting and analysis purposes. To enable wrap-up data, the administrator must configure the following settings in the Cisco Desktop Work Flow Administrator:

• In the Agent Desk Settings List, select the desktop setting to which you want to apply wrap-up data.
• In the Work mode on Incoming parameter, select Required with Wrapup Data or Optional with Wrapup Data. This determines whether the agent must or can enter wrap-up data after an incoming call.
• In the Work mode on outgoing parameter, select Required with Wrapup Data or Optional with Wrapup Data. This determines whether the agent must or can enter wrap-up data after an outgoing call.
• In the Wrapup Time parameter, enter the number of seconds that the agent has to enter wrap-up data before the agent state changes to Ready or Not Ready.
• In the Work Flow Groups pane, select the work flow group to which you want to assign wrap-up data reasons.
• In the Available Wrapup Data pane, select the wrap-up data reasons that you want to make available for the selected work flow group, and click the right arrow button to move them to the Work Flow Wrapup Data pane.
• Click the Apply button to save the changes. References:
• Deploying Cisco Unified Contact Center Express (UCCXD) v6.0
• Cisco Unified Contact Center Express Administration Guide, Release 11.6(1) - Chapter 4: Configuring Workflow Groups

 The importing of contacts into a Cisco Unified Contact Center Express campaign has the following characteristics:

• Phone1 is the only mandatory field. The Phone1 field contains the primary phone number of the contact. The other fields are optional and can be used to store additional information about the contact, such as first name, last name, account number, etc1, page 4-16.
• Up to three custom fields can be added. The custom fields can be used to store any additional data that is not available in the predefined fields. The custom fields can be named and mapped to the corresponding columns in the CSV file1, page 4-17.
• Imports can be automatically executed on a weekly basis. The import schedule can be configured to run the import process at a specified time and frequency. The import frequency can be daily, weekly, or monthly1, page 4-18.

The following statements are incorrect:

• List filtering for “Do Not Call” is unsupported. The list filtering feature allows the administrator to filter out contacts that match certain criteria, such as phone numbers that are on the “Do Not Call” list, duplicate records, or invalid numbers. The list filtering can be enabled or disabled for each campaign1, page 4-19.
• When records have matching phone numbers, only one record is created. The duplicate handling feature allows the administrator to specify how to handle contacts that have the same phone number as an existing contact in the database. The administrator can choose to overwrite the existing contact, skip the new contact, or create a new contact with a different ID1, page 4-20. References: Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0 (1)

The customer must purchase 30 outbound IVR ports and 30 agent seats in addition to the 200 Cisco Unified Center Express Premium agent seats. The outbound IVR ports are required to run the outbound IVR campaign, which can make outbound calls to customers and play prerecorded messages or collect customer inputs. The agent seats are required to handle the outbound calls that are transferred to agents based on the customer’s choice or the campaign configuration. The outbound IVR ports and the agent seats are licensed separately and are not included in the Premium agent seats1, page 2-3, 2, page 4-1. References: Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5 (1) SU1, Cisco Unified Contact Center Express Features Guide, Release 12.5 (1)