Question 1

What are the two destination patterns in the ingress gateway pointing to the number a customer dials considering the SIP comprehensive call flow? (Choose two.)

Accepted Answer

B, C

Explanation: B One of the destination patterns in the ingress gateway pointing to the number a customer dials considering the SIP comprehensive call flow is pointing to CVP IP address, as this allows CVP to receive and process incoming calls from the ingress gateway. C Another destination pattern in the ingress gateway pointing to the number a customer dials considering the SIP comprehensive call flow is pointing to IOS q/ws loopback address, as this allows CVP to send calls back to the ingress gateway for queuing and self-service. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11

Question 2

What is the role of a private network in UCCE/PCCE?

Accepted Answer

B

Explanation: The private network in UCCE/PCCE provides a dedicated communication channel between the duplexed components, such as Logger, Router, and PG, and keeps each side of the duplex pair in sync. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 20

Question 3

Which two call transfers are supported in PCCE Deployments? (Choose two.)

Accepted Answer

C, E

Explanation: C CCE Managed Transfer is supported in PCCE Deployments, as it allows the agent to transfer a call to another agent or skill group within the same PCCE system using the Finesse desktop. E SIP Refer is supported in PCCE Deployments, as it allows the agent to transfer a call to an external destination using the SIP Refer method. Reference = [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 43; [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 101

Question 4

What is the URL to access VVB Admin?

Accepted Answer

C

Explanation: Thank you for your visit.

Question 5

ABC customer implemented Post Call Survey (PCS) for all Customer calls. However, the PCS flow did
not engage for any of the calls. The CVP logs did not show any pieces of evidence that PCS requests
had been made for the Caller. What is the first thing that should be verified as part of
troubleshooting in this scenario?

Accepted Answer

A

Explanation: :

Question 6

What are two stock or customized views that are available for the CUIC reports? (Choose two.)

Accepted Answer

D, E

Explanation: D One of the stock or customized views that are available for the CUIC reports is Pie Chart View, as it displays data in a circular graph divided into slices proportional to the values. E Another stock or customized view that are available for the CUIC reports is Bar Chart View, as it displays data in horizontal or vertical bars with lengths proportional to the values. Reference = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 13

Question 7

Which two components exchange data between Expanded Call Context Variables? (Choose two.)

Accepted Answer

B, E

Explanation: B CVP and Finesse exchange data between Expanded Call Context Variables, as CVP can pass ECC variables to Finesse through the User to User Information (UUI) field in the SIP header. E CCE and CVP exchange data between Expanded Call Context Variables, as CCE can pass ECC variables to CVP through the Peripheral Interface Manager (PIM) or the VRU Peripheral Gateway (VPG) depending on the deployment model. Reference = Advanced Administration and Reporting of Contact Center Enterprise (CCEAAR), page 6; [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 23

Question 8

What are two XML files that will be backed up when the Disaster Recovery System performs a cluster-level backup? (Choose two.)

Accepted Answer

A, E

Explanation: drfSchedule.xml is one of the XML files that will be backed up when the Disaster Recovery System performs a cluster-level backup, as it contains the information about the backup schedules. E drfSystem.xml is another XML file that will be backed up when the Disaster Recovery System performs a cluster-level backup, as it contains the information about the system components and their dependencies. Reference = [Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.5(1)], page 37

Question 9

What is the first step for CCE to dynamically allocate a label?

Accepted Answer

C

Explanation: 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. Reference = [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. Reference: 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

Question 10

On which server is the Bulk Import Tool run?

Accepted Answer

A

Explanation: A The server on which the Bulk Import Tool is run is Primary Administration, as it hosts the web service that provides access to the tool. Reference = [Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.5(1)], page 109

Question 11

What is referred to as a switch leg on CVP?

Accepted Answer

B

Explanation: A switch leg on CVP refers to an ingress SIP call leg from Ingress gateway to CVP, as this is where CVP receives and controls incoming calls from PSTN or other networks. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11

Question 12

A supervisor created a custom report, but none of his co-supervisors can access this report. What can cause the report to appear missing?

Accepted Answer

C

Explanation: 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. Reference = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 14

Question 13

What are two ways a Database Action Element is configured in the Call Studio application? (Choose two.)

Accepted Answer

A, C

Explanation: A JNDI name (include the jdbc/ portion) is one of the ways a Database Action Element is configured in the Call Studio application, as it specifies the name of the data source that is configured in the VVB to access the database. C SQL Query is another way a Database Action Element is configured in the Call Studio application, as it defines the SQL statement that is executed on the database to perform an operation or retrieve data. Reference = [Cisco Unified Call Studio User Guide Release 12.5(1)], page 48

Question 14

Which two ways are Finesse gadgets deployed? (Choose two.)

Accepted Answer

A, D

Explanation: A One of the ways Finesse gadgets are deployed is that supporting gadgets must be accessible by both the Agent PC and the Finesse Server, as this ensures that the gadget can be loaded and rendered properly on both sides. D Another way Finesse gadgets are deployed is that Finesse Administration changes require a new login or Reset Layout in order to access changes, as this refreshes the Finesse desktop and applies the new gadget configuration. Reference = [Cisco Finesse Developer Guide Release 12.5(1)], page 10; [Cisco Finesse Administration Guide Release 12.5(1)], page 13

Question 15

What are two use cases of the PCCE Bulk Import Tool? (Choose two.)

Accepted Answer

D, E

Explanation: D One of the use cases of the PCCE Bulk Import Tool is to create multiple new Agents, as it allows the administrator to import agent data from a CSV file and assign them to teams and skill groups. E Another use case of the PCCE Bulk Import Tool is to change Agent Skill Groups between shifts, as it allows the administrator to update agent skill group associations based on different schedules and requirements. Reference = [Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.5(1)], page 109

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