Free Cisco 500-442 Practice Exam with Questions & Answers

Skill targets are used to route calls to the appropriate Agent, and the call type is used to determine which skill target should be used for the call. By correctly identifying the call type, the CCE system can ensure that the call is routed to the correct skill target and that the call is handled by the right agent.

References: [1] May 24, 2022 … Extension mobility functionality extends to most Cisco Unified IP Phones [1]. … Create an Extension Mobility Device Profile for Users. [2] How can the Extension Mobility feature be described? A [1][2]. As part of the configuration, the Device profile needs to be created in CCE and associate each… [3] Sep 12 [2], 2022 … As part of the configuration in Unified Communications Manager Administration [3][4], you create a device profile for each agent that will use… [4] Cisco IOS-XE does not have built-in voice browser capability [3][4]. … or the corresponding Extension Mobility device profile is not associated with a Unified… [5] As part of the configuration in Unified Communications Manager Administration [1][3], you create a device profile for each agent that will use Extension Mobility,… [

1. Feature Configuration Guide for Cisco Unified Communications ...

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/12_5_1SU1/cucm_b_feature-configuration-guide-for-cisco1251SU1/cucm_b_

C. make sure the Supervisor has an Active Directory Account: The Supervisor must have an Active Directory (AD) account in order to be able to log in to the Cisco Finesse web interface and manage the contact center operations.

D. ensure that "Is Supervisor" is checked: The Supervisor role must be assigned to the AD account. This can be done by navigating to the Cisco Unified Contact Center Enterprise Administration page and searching for the Supervisor's account. Once located, the "Is Supervisor" checkbox must be checked to give the account the necessary permissions to manage the contact center.

In a Cisco Contact Center Enterprise (CCE) Call Flow, the IVR leg is established when the Cisco Voice Portal (CVP) establishes an HTTP link with the VVB (Virtualized Voice Browser) or an IOS VXML Gateway. This connection is crucial for delivering and executing VXML scripts, which define the IVR's logic and caller interactions. The IVR leg's establishment is a key step in the call flow, enabling the system to provide self-service options, collect caller information, and route calls based on dynamic conditions.References:Cisco CCE and CVP documentation provides insights into call flow processes, specifically detailing the role of the VVB and the establishment of the IVR leg.

In Cisco Finesse, the supported number of Workflows is:C.up to 100 Workflows with 20 per Team:This allows for a significant degree of customization and automation within the Finesse environment, enabling different teams to havetailored workflows that match their specific operational needs and enhance productivity.References:Cisco Finesse documentation provides detailed information on the capabilities and limitations of workflows within the Finesse environment, including the maximum number of workflows supported and the allocation per team.

the suggested mechanism to offer coaching to agents by supervisors is Whisper coaching. This is a feature of the Cisco Unified Contact Center Express system that allows a supervisor to provide real-time guidance and coaching to an agent while they are on a call. 

The suggested mechanism to offer coaching to agents by supervisors in a Cisco Contact Center environment is D. Whisper coaching. Whisper coaching allows supervisors to speak directly to agents during a call without the customer hearing, providing real-time guidance, feedback, or support. This feature is invaluable for training purposes and for assisting agents in handling complex customer interactions.References:Cisco Finesse and Contact Center solution documentation often describe features like whisper coaching, detailing how they can be used to enhance agent performance and improve customer service quality.

To enable basic agent functionality in a Cisco Contact Center Enterprise (CCE) deployment, key configurations within the Intelligent Contact Management (ICM) component are necessary:A.Configure Skill Groups and Skill Targets:Skill groups are collections of agents with similar skills. Skill targets are specific routing points associated with skill groups. Configuring these elements is essential for directing calls to the most suitable agents based on their skills.B.Configure Agent Desk Settings:These settings define the operational parameters for agents, such as wrap-up time, maximum call handling time, and other agent-specific settings. These configurations are crucial for managing agent efficiency and ensuring quality customer service.References:Cisco CCE and ICM configuration guides provide detailed instructions onsetting up these components to ensure efficient agent functionality and optimal call routing within the contact center.

Associating users as members of a Security Group to access Configuration Manager or Script Editor is typically accomplished through C. Active Directory. In a Cisco Contact Center Enterprise environment, user access and permissions are often managed through integration with Active Directory, where Security Groups are configured to define the roles and access levels of differentusers. By adding users to the appropriate Security Group in Active Directory, administrators can control access to critical applications like Configuration Manager and Script Editor.References:Cisco's documentation on security and user management for Contact Center solutions often includes guidelines on using Active Directory to manage access and permissions.