Question 1

Which group must an email match to be transferred to any queue?

Accepted Answer

C

Explanation: Emails are transferred to queues based on the Media Class that they match. A Media Class is a set of conditions that are used to match and route interactions to specific queues. Reference: Cisco UCCE Administrator Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_ 10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise- administration-guide_chapter_01000.html#topic_CACD2A1C2A43 Cisco UCCE System Administration Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_ 10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise- system-administration-guide_chapter_01100.html

Question 2

Which product allows wait messages to be displayed with dynamic text to customers while chat and call requests are processed?

Accepted Answer

C

Explanation: Dynamic Expected Wait Time Variable is a product that allows wait messages to be displayed with dynamic text to customers while chat and call requests are processed. It allows for the display of expected wait times, wait position, and wait time updates based on the current call volume. This helps to provide customers with a better experience by keeping them informed of their wait times and wait position. Reference: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/expre ss_10_5/configuration/guide/cec_b_crs-express-configuration-guide-cec/cec_b_crs-express- configuration-guide- cec_chapter_01100.html [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/ contact_center/crs/express_10_5/configuration/guide/cec_b_crs-express-configuration-guide-cec

Question 3

Which mode must be used for Always On Availability Group clustering?

Accepted Answer

C

Explanation: Windows Authentication allows users to connect to SQL Server using their Windows credentials. It uses Kerberos security protocol for authentication and it's considered more secure than SQL Server Authentication. Always On Availability Groups (AGs) is a feature of Microsoft SQL Server that provides high availability and disaster recovery for a group of user databases. Windows Authentication is required for all the SQL Server instances that participate in an availability group. It's important to note that, the specific configuration options and settings may vary depending on the version of SQL Server and the specific requirements of the organization. It's recommended to consult the Microsoft documentation and your SQL Server support team for further assistance. Reference: Microsoft: Always On Availability Groups (SQL Server) Microsoft: Configure the Server Authentication Mode Microsoft: Connect to the Primary Replica of an Always On Availability Group (SQL Server)

Question 4

How do chat entry points behave?

Accepted Answer

B

Explanation: A chat entry point is a page or link that customers can use to access the chat service. Help links on websites can be configured to point to the same entry point, so customers will see the same interface regardless of which link they use to access the service. This makes it easier for customers to find the help they need, as all the help links will point them to the same entry point.

Question 5

What is the default frequency value of ECE Monitors notification?

Accepted Answer

B

Explanation: The default frequency value of the Enterprise Chat and Email (ECE) Monitors notification is 60 seconds. This notification is used to notify the user of any changes in the status of their chat sessions, such as when a customer starts a chat, or when a customer ends a chat session. Reference: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris e_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise- chat-admin-guide- cec_chapter_01.html [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/con tact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide- cec/cec_b_enterprise-chat-admin-guide.html

Question 6

Where are queue permissions automatically assigned and unable to be changed when picking, pulling, and transferring activities?

Accepted Answer

C

Explanation: Queue permissions are automatically assigned and cannot be changed when picking, pulling, and transferring activities in Cisco Unified Contact Center Enterprise (UCCE) and Cisco Emergency Responder (CER) based on the partition to which the queue belongs. Reference: Cisco UCCE Administrator Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_ 10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise- administration-guide_chapter_01000.html Cisco CER Administrator Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/emergency/cer/11_5/english/administrati on/guide/CER_AG_11_5/CER_AG_11_5_chapter_01.html

Question 7

What are four best practices before starting to troubleshoot ECE issues? (Choose four.)

Accepted Answer

ABFG

Explanation: Before starting to troubleshoot ECE issues, it is important to know the ECE version and Engineer Specials installed, collect all ECE services logs, understand the Deployment Model, the call-flow, the messaging flow, and the configuration, and understand the customer’s intent for the flow of emails and chats. Restarting the ECE servers and upgrading to the latest Engineer Special may be necessary in some cases, but are not always the best practices. Reference: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris e_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise- chat-admin-guide-cec_chapter_03.

Question 8

Which TCP must be opened in the firewall between Services server and Messaging server?

Accepted Answer

A

Explanation: The TCP port 587 must be opened in the firewall between Services server and Messaging server in order for the two systems to communicate. Port 587 is the standard SMTP (Simple Mail Transfer Protocol) port used for outbound email communication.

Question 9

What are the workflow types in ECE?

Accepted Answer

D

Explanation: Enterprise Chat and Email (ECE) supports four types of workflows: Alarm, Outbound, Inbound, and Exception. Alarm workflows are used to alert agents when they receive a customer message. Outbound workflows are used to initiate conversations with customers. Inbound workflows are used to handle incoming customer messages. Exception workflows are used to handle customer messages that require additional attention. Reference: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris e_chat/enterprise_chat_user_guide/cec_b_enterprise-chat-user-guide-cec/cec_b_enterprise-chat- user-guide- cec_chapter_01.html [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/con tact_center/enterprise_chat/enterprise_chat_user_guide/cec_b_enterprise-

Question 10

In which two ways are chats transferred? (Choose two.)

Accepted Answer

Explanation: In Cisco's Unified Contact Center Enterprise (UCCE), chat activities can be transferred in two ways: A. Only open chat activities in which the customer has not left the chat session can be transferred: If the customer has left the chat session before the transfer, it cannot be transferred. 1. Chats can be transferred to departments directly: Chat activities can be transferred to different departments based on the customer's needs or the agent's ability to handle the inquiry. It's also important to note that the ability to transfer chats and the number of transfers that can be made may be limited by the specific configuration of the UCCE system.

Question 11

What are two ways the agent SSO functions in the ECE/CCE environment? (Choose two.)

Accepted Answer

Explanation: 1. SS0 is not enabled by default; configuration is necessary. Single Sign-On (SSO) is not enabled by default in Cisco ECE, and configuration is necessary in order to set it up. This configuration involves setting up SSO on the Cisco ECE and Cisco Unified CCE side and configuring the SSO settings in Cisco Finesse. Reference: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_ compatibility_matrix/11_5/cec_b_crs-ece-11-5-compatibility-matrix.html 2. SS0 allows agents, supervisors, and administrators to provide CCE credentials once and be authenticated across multiple disparate applications. This feature allows agents to sign on once and access all the applications that they need, such as Cisco Finesse, Cisco ECE, and other web-based applications, without having to sign in multiple times. Reference: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_ compatibility_matrix/11_5/cec_b_crs-ece-11-5-compatibility-matrix.html

Question 12

What are three reasons aliases cannot be deleted? (Choose three.)

Accepted Answer

Explanation: Aliases cannot be deleted because they are used in an inbound workflow, associated with the users, or associated with a queue. They may also be configured as the default alias or associated with a retriever instance or mail server, but these are not reasons why they cannot be deleted. Reference: [1] https://www.interfaceware.com/message-broker/aliasmanagement.html [2] https://www.interfaceware.com/help/alias_deletion.html [3] https://www.int erfaceware.com/help/alias_management.html 3. If an alias is used in an inbound workflow, it cannot be deleted until it is removed from the workflow. C. If an alias is associated with a user, it cannot be deleted until it is unassigned from the user. E. If an alias is associated with a queue, it cannot be deleted until it is removed from the queue. You can refer to the following URLs for more details: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprisechat-and- email/11_5_1/administrator/guide/Cisco_Enterprise_Chat_and_Email_Administrator_Guide_11_5_ 1/b_Enterprise_Chat_and_Email_Administrator_Guide_11_5_1_chapter_0103.html

Question 13

What are three steps in an email process flow? (Choose three.)

Accepted Answer

Explanation: The steps in an email process flow are that the email is pulled in by a listener instance and written to the database, the Rules Process executes the start and scheduled workflows, and the EAAS notifies the EAMS of DOTHISWITHTASK. The other options are not steps in the email process flow. Reference: [1] https://help.talend.com/reader/DU6W8U6XMBz6pjGv17JZcQ/hl6l2TqT3Fy6Ugf6U8z~GQ [2] http s://www.dynatrace.com/support/help/how-to-use-dynatrace/persistence/application- persistence/email-process-flows/ An embedded system is a computer systema combination of a computer processor [1], computer memory, and input/output peripheral devices that has a dedicated task within a larger mechanical or electrical system

Question 14

What is the character limit for passwords when installing Enterprise Chat and Email applications?

Accepted Answer

B

Explanation: The character limit for passwords when installing Enterprise Chat and Email applications is 29 characters. Passwords must be at least 8 characters in length, and can be up to 29 characters in length. It is recommended to use a combination of upper and lower case letters, numbers, and symbols for increased security. Reference: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris e_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise- chat-admin-guide- cec_chapter_02.html [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/con tact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide- cec/cec_b_enterprise-chat-admin-guide-cec_chapter_01.html

Question 15

Which two integration tasks are needed to get CUIC to communicate with ECE? (Choose two.)

Accepted Answer

Explanation: 1. Create a SQL User with db_user rights to the eGReportsDB on the ECE Reporting server: CUIC needs to access the ECE Reporting server's eGReportsDB to retrieve data and perform reporting. A SQL user with db_user rights to the eGReportsDB is needed to allow CUIC to access and read the data. 2. Mixed mode authentication must be enabled on the CUIC publisher: CUIC and ECE use different authentication methods, in order for CUIC to communicate with ECE, mixed mode authentication must be enabled on the CUIC publisher. This allows CUIC to use both Windows and SQL Server authentication to connect to ECE.

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