Free Cisco 500-443 Practice Exam with Questions & Answers

ECC Variables where Custom payloads are added and new ECC Variables must be manually assigned to the appropriate payload is one of the options to manage payloads in PCCE 12k. E A default payload is created during the installation is another option to manage payloads in PCCE 12k. References = [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 24

The number of roles that are available to be assigned to a CUIC user is seven. They are: Administrator, Report Designer, Report Definition Designer, Value List Collection Designer, Dashboard Designer, User Group Manager, and User. References = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 9

B One of the files used to deploy Finesse custom gadgets is CSS, as it defines the style and layout of the gadget. D Another file used to deploy Finesse custom gadgets is JavaScript, as it defines the functionality and logic of the gadget. References = [Cisco Finesse Developer Guide Release 12.5(1)], page 9

According to the web search results, Finesse gadgets are OpenSocial gadgets that consist of the following components12:

• XML to define metadata
• HTML for markup
• JavaScript for interactivity
• CSS for presentation and style

Therefore, to deploy Finesse custom gadgets, the files that are used are CSS and JavaScript, which are responsible for the appearance and functionality of the gadgets. The other options are not correct, because they are not components of OpenSocial gadgets. Python, JSON, and C++ are different programming languages that are not used to create Finesse custom gadgets.

When an explicit or implicit Send to VRU node is encountered, a default Label is returned to CVP. This Label, along with a unique correlation ID, is delivered to CVP. What CVP does next is it delivers this string via SIP invite to the Virtual Voice Browser (VVB), which will execute a VXML application on behalf of CVP. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11

The first step for CCE to dynamically allocate a label is an agent needs to log in, as this triggers the Agent PG to send a label request message to the Router. The Router then assigns a label from the available pool and sends it back to the Agent PG. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 13

According to the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2), dynamic labels are expressions that the CallRouter processes in real time, converting an expression into a character string that is then returned to the routing client as a label1. Dynamic labels are useful for routing calls to agents based on their current location, availability, or skill level. For CCE to dynamically allocate a label, an agent needs to log in and register with the system, so that the CallRouter can access the agent’s information and use it in the dynamic label expression1. The other options are not correct, because they are not related to dynamic label allocation. The WB ermine service is a web service that provides access to the configuration data of the system2. The Dialer is a component that enables outbound dialing campaigns3. The CVP Call service is a service that handles call control and voice processing for calls that use Unified CVP3.

References:

1: Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0 (1)

2: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0 (1)

3: Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2) - Dynamic Labels

C The report can appear missing because it is missing Read permission for other co-supervisors. This means that only the supervisor who created the report can access it, unless he or she grants Read permission to other users or user groups. References = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 14

B The RTP is connected to the Ingress Gateway at different stages of the call, but only when the call is connected to an agent phone. This is because CVP uses a comprehensive call flow model that transfers the call from the VVB to the agent phone and establishes an RTP session between the Ingress Gateway and the agent phone. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11

According to the Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0 (1), a Post Call Survey is triggered by the hang-up event from the last agent1. When the agent hangs up, the call routing script launches a survey script. The value of the expanded call variable user.microapp.isPostCallSurvey controls whether the call is transferred to the Post Call Survey number. If user.microapp.isPostCallSurvey is set to y (the implied default), the call is transferred to the mapped post call survey number. If user.microapp.isPostCallSurvey is set to n, the call ends1. Therefore, to invoke the Post Call Survey successfully, the routing script logic should direct the call to the Post Call Survey dialed number after the agent disconnects from the caller. The other options are not correct, because they either do not involve an agent interaction or do not set the user.microapp.isPostCallSurvey variable correctly.

B Agent Supervisor is one of the default roles assigned to a supervisor imported from CCE DB, as it allows the supervisor to view and manage agents and teams in Finesse. E Dashboard Designer is another default role assigned to a supervisor imported from CCE DB, as it allows the supervisor to create and edit dashboards in CUIC. References = [Cisco Finesse Administration Guide Release 12.5(1)], page 13; [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 9

According to the Cisco Unified Intelligence Center User Guide, Release 12.6 (1), a supervisor imported from CCE DB is assigned two default roles: Agent Supervisor and Dashboard Designer1. The Agent Supervisor role allows the user to view reports related to agents, teams, and skill groups1. The Dashboard Designer role allows the user to create and edit dashboards that display reports in a graphical format1. The other options are not correct, because they are not default roles assigned to a supervisor imported from CCE DB. The Value List Collection Designer role allows the user to create and edit value list collections that define the values for report filters2. The Report Designer role allows the user to create and edit custom reports using the Report Definition Editor3. The Report Definition Designer role allows the user to create and edit report definitions that specify the data sources, fields, filters, and layouts for reports4.

References:

1: Cisco Unified Intelligence Center User Guide, Release 12.6 (1) - User Roles

2: Cisco Unified Intelligence Center User Guide, Release 12.6 (1) - Value List Collections

3: Cisco Unified Intelligence Center User Guide, Release 12.6 (1) - Report Designer

4: Cisco Unified Intelligence Center User Guide, Release 12.6 (1) - Report Definition Designer