Question 1

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

Accepted Answer

Explanation: The correct answer is A and E. The Cisco VVB has the following features: Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies1. Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent1. Provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities1. Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time1. Option B is incorrect because it is the opposite of what Cisco VVB does. Cisco VVB allows customers, not agents, to use voice commands without interacting with an agent1. Option C is incorrect because Cisco VVB supports multiple languages for ASR and TTS, not just one1. Option D is incorrect because it confuses the roles of customers and agents. Cisco VVB provides better customer service, not agent service, by transferring customers to the right agent, not vice versa1.

Question 2

Which script mode is in use if the script's appearance has changed to a bright white background with black dots?

Accepted Answer

B

Explanation: :

Question 3

What value is used for Variable REQUERY_NO ANSWER?

Accepted Answer

C

Explanation: :

Question 4

Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)

Accepted Answer

Explanation: :

Question 5

How many Workflows are supported by Finesse?

Accepted Answer

C

Explanation: 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 have tailored workflows that match their specific operational needs and enhance productivity. Reference: 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.

Question 6

Which two functionalities should a Contact Center typically be provided? (Choose two.)

Accepted Answer

Explanation: A Contact Center typically needs to provide the following functionalities: A. Skill-Based Routing: This functionality allows the Contact Center to route calls to the most appropriate agent based on their skills, ensuring that customers are matched with agents who can best address their needs. C. IVR and Queuing: Interactive Voice Response (IVR) systems and queuing mechanisms are crucial for managing incoming calls, providing self-service options, and efficiently managing caller wait times until an appropriate agent is available. Reference: Cisco's documentation on Contact Center solutions, including Unified Contact Center Enterprise (UCCE), often highlights the importance of Skill-Based Routing and IVR/Queuing functionalities in providing effective customer service.

Question 7

In a CCE Call Flow, how does ICM respond to a CVP new Route Request?

Accepted Answer

B

Explanation: In a Cisco Contact Center Enterprise (CCE) Call Flow, when ICM receives a new Route Request from CVP, the response is B. ICM responds to the Route Request by running a Routing Script. This script contains the logic that determines how the call should be routed within the contact center, which could involve sending the call to an IVR for self-service, queueing the call for an available agent, or implementing other routing decisions based on the business rules defined in the script. Reference: Cisco CCE scripting and routing documentation provides insights into how ICM processes Route Requests and the role of Routing Scripts in determining call treatment and routing.

Question 8

How does Precision Queue allow callers to reach an Agent that is different from Skill groups?

Accepted Answer

B

Explanation: Precision Queues in Cisco Contact Center solutions allow callers to reach agents based on attributes and proficiency ratings rather than just the skill group membership. The key differentiator is: B. The Weight of the attribute: Precision Queues evaluate the attributes assigned to agents, such as language proficiency or product knowledge, along with their weights. Callers are then matched to agents based on these weighted attributes, allowing for more granified routing decisions compared to traditional skill group-based routing. Reference: Cisco documentation on Contact Center routing and agent configuration explains the functionality of Precision Queues, including how attributes and their weights are used to match callers with the most suitable agents.

Question 9

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

Accepted Answer

B, D

Explanation: The Cisco Unified Intelligence Center (CUIC) accesses various data sources to fetch data for rendering reports. The two primary data sources it uses are: B. Cisco Customer Voice Portal Reporting Server: This server provides detailed information about IVR interactions, call treatment, and self-service application usage within the Customer Voice Portal. D. Cisco Administration Server and Historical Data Server: These servers store a wide range of historical data related to contact center operations, including agent performance, call routing statistics, and system utilization metrics. Reference: Official Cisco CUIC documentation details the data sources that CUIC can access for reporting purposes, highlighting how data from these sources is used to compile comprehensive reports on contact center performance.

Question 10

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

Accepted Answer

A, D

Explanation: Within Cisco Unified Intelligence Center (CUIC), the two role types that have access to reporting objects, maintained through a system of Roles and Permissions, include: A. Report Designer: This role is responsible for creating and modifying reports within CUIC, tailoring them to meet specific informational needs. D. Report Definition Designer: This role involves defining the structure and sources of data for reports, ensuring that the reports provide relevant and accurate information. Reference: Cisco CUIC documentation, which covers the platform's roles and permissions model, details the responsibilities and access levels of different roles, including Report Designer and Report Definition Designer.

Question 11

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

Accepted Answer

C

Explanation: 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 different users. By adding users to the appropriate Security Group in Active Directory, administrators can control access to critical applications like Configuration Manager and Script Editor. Reference: Cisco's documentation on security and user management for Contact Center solutions often includes guidelines on using Active Directory to manage access and permissions.

Question 12

Which two types of scripts can be created with the Script Editor? (Choose two.)

Accepted Answer

C, E

Explanation: With the Script Editor in Cisco's contact center solutions, two types of scripts that can be created are: C. Routing Scripts: These scripts define the logic for how calls are routed within the contact center, including decisions based on time of day, caller input, agent availability, and other factors. E. Administrative Scripts: These scripts are used for system-wide functions that are not directly related to call routing, such as setting system parameters, defining exception handling routines, or managing holiday schedules. Reference: Cisco's documentation on Script Editor and scripting in contact center solutions provides comprehensive guides on creating and managing Routing and Administrative scripts, outlining their purposes and functionalities.

Question 13

How many teams can an Agent be a part of?

Accepted Answer

A

Explanation: :

Question 14

Which tool can be used to verify the configuration of Basic Call settings?

Accepted Answer

D

Explanation: the Call Tracer tool can be used to verify the configuration of Basic Call settings. This tool allows administrators to trace the progress of a call from the time it is placed until it is routed to the correct destination. The tool used to verify the configuration of Basic Call settings in Cisco's contact center solutions is: D. Call Tracer: Call Tracer allows administrators to trace the call flow and verify how calls are handled based on the current configuration. It's an essential tool for diagnosing and troubleshooting call processing issues and ensuring that call settings are correctly configured. Reference: Cisco's documentation on tools and utilities for contact center solutions often includes information on Call Tracer and its use in verifying call configurations and troubleshooting call flow issues.

Question 15

Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)

Accepted Answer

A, D

Explanation: Supervisors have capabilities in the Cisco Contact Center environment that agents do not, including: A. View Team Gadget in Finesse: Supervisors have access to the Team Performance gadget in Cisco Finesse, allowing them to monitor the real-time performance and status of their team members, which is not typically available to agents. D. Log in to CCE Admin: Supervisors often have administrative privileges that allow them to access the Cisco Contact Center Enterprise Administration interface for configuration and management tasks, a capability not available to standard agents. Reference: Cisco Finesse and CCE documentation outline the roles and capabilities within the contact center platform, including the specific tools and gadgets available to supervisors versus agents.

Free Cisco 500-442 Actual Exam Questions