Prepare Important Exam with 500-442 Exam Dumps(2023)
Pass Exam Questions Efficiently With 500-442 Questions
Cisco 500-442 certification is ideal for IT professionals, system administrators, network engineers, and support technicians who work with Cisco CCE systems. Administering Cisco Contact Center Enterprise certification demonstrates that the candidate has the skills and knowledge to install, configure, and manage CCE systems, troubleshoot issues, and optimize performance. It also validates the candidate's ability to work with other Cisco technologies such as Unified Communications Manager (UCM) and Unified Contact Center Express (UCCX) to provide a complete customer experience solution.
NEW QUESTION # 16
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)
- A. Agents
- B. Dialed Numbers
- C. Deleted Objects
- D. Administrative Scripts
- E. Routing Scripts
Answer: B,E
NEW QUESTION # 17
When is the IVR leg established in a CCE Call Flow?
- A. when the Ingress Gateway delivers a SIP invite message to the CVP server
- B. when CVP establishes an HTTP link with the VXML Server
- C. when CVP establishes an HTTP link with the VVB (or IOS VXML Gateway)
- D. when CVP establishes an HTTP link with the Media Server
Answer: B
NEW QUESTION # 18
What is the suggested mechanism to offer coaching to agents by supervisors?
- A. Email
- B. TeamMessage
- C. Whisper coaching
- D. Desktop chat
Answer: D
NEW QUESTION # 19
What are two purposes of Cisco Unified Intelligence Center? (Choose two.)
- A. allows agents to re-skill to a different skill group or team
- B. automates Text to Voice Bot Configurations
- C. obtains data from the base solution's database, known as Data Sources
- D. allows different groups of users to configure APIs based on their roles
- E. customizes the visual presentation of the reports
Answer: C,D
NEW QUESTION # 20
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
- A. customer expectations
- B. cost
- C. customer satisfaction
- D. average queue time
- E. productivity
- F. call abandon rate
Answer: A,F
NEW QUESTION # 21
In a contact center, agents must select the Reason Code when they go to the "Not Ready" state. Which configuration by an administrator in Agent Desk Settings allows this action?
- A. Wrap-up on Outgoing, set to Required
- B. Enable "Require Logout Reason"
- C. Enable "Require Idle Reason"
- D. Wrap-up on Incoming, set to Required
Answer: B
NEW QUESTION # 22
What are the two main features of the Cisco VVB? (Choose two.)
- A. allows an agent to retrieve the required information through voice commands without interacting with a customer
- B. supports only one language for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
- C. provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
- D. provides a more comprehensive and effective agent service by efficiently handling call traffic with self-service or fast transfer to the correct customer the first time
- E. allows customers to retrieve the required information through voice commands without interacting with an agent
Answer: C,E
Explanation:
Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. 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 technologies. * 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 agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configuration/guide/cvvb_b_ciscovvb-administration-and-configuration-guide/cvvb_b_ciscovvb-administration-and-configuration-guide_chapter_01.pdf
NEW QUESTION # 23
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?
- A. CVP delivers a Route Request to the ICM Central Controller.
- B. Using a configured Dial Peer, the Ingress Gateway delivers a SIP invite message to the CVP server.
- C. CVP establishes an HTTP link with theVVB(or IOS VXML Gateway), establishing the IVR Leg of the call.
- D. ICM responds to the Route Request by running a Routing Script.
Answer: C
NEW QUESTION # 24
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment?
(Choose two.)
- A. configure Skill groups and Skill targets
- B. configure Route teams and Skill targets
- C. configure the Administrators
- D. configure Agent Route Groups
- E. configure Agent Desk Settings
Answer: A,D
NEW QUESTION # 25
Deploying a VXML application is a two-step process. The first step is deploying the projects to a local archive (.zip file using the Deploy option in Call Studio). The second part of the project deployment uses SPOG to transfer the .zip file to the VXML Server(s). Which option in SPOG will be utilized to transfer these zip files to VXML Server(s)?
- A. Miscellaneous under Call Settings card
- B. IVR Settings under Call Settings card
- C. Device Configuration under Infrastructure Settings card
- D. Route Settings under Call Settings card
Answer: C
NEW QUESTION # 26
WhichVVBCLI command can set an individual media file to an expired state?
- A. setVVBcache stale_cache_entry <cache_entry_url>
- B. setVVBcache stale_cache_entries
- C. OutilsVVBcache stale_cache_entry <cache_entry_url>
- D. show setVVBcache stale_cache_entry <cache_entry_url>
Answer: B
NEW QUESTION # 27
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment? (Choose two.)
- A. configure Skill groups and Skill targets
- B. configure Route teams and Skill targets
- C. configure the Administrators
- D. configure Agent Route Groups
- E. configure Agent Desk Settings
Answer: A,D
NEW QUESTION # 28
Where should the RONA setting be positioned the highest?
- A. on the desk setting on UCCE
- B. on the phone in CUCM
- C. on CVP OPS console
- D. on the script in UCCE
Answer: C
NEW QUESTION # 29
How can the Extension Mobility feature be described?
- A. As part of the configuration, both device profiles and phones need to be added to the pg user account.
- B. As part of the configuration, the Device profile needs to be created in CCE and associate each Device Profile with the appropriate Agent.
- C. The Extension Mobility Cross Cluster works on phones that are located in the same Unified CM cluster.
- D. The Cisco Unified CM feature that allows Agents to temporarily access their Cisco Unified IP Phone configuration, such as line appearances, services, and speed dials, from other Unified IP Phones.
Answer: D
Explanation:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_5_2/ccmfeat/CUCM_BK_C3A84B33_00_cucm-feature-configuration-guide_1052/CUCM_BK_C3A84B33_00_cucm-feature-configuration-guide_chapter_011101.html
NEW QUESTION # 30
How does CUCM function in CCE?
- A. Unified CM asks ICM what to do with Unified CCE calls and routes the call according to the instructions provided by the Unified CCE.
- B. In a CUCM cluster, the Subscriber keeps the master Read/Write copy of configuration DB, which is replicated to all servers in the cluster.
- C. Unified CM asks CVP what to do with Unified CCE calls and routes the call according to the instructions provided by the CVP.
- D. A Unified CM Publisher is a logical relationship of physical (deployed as virtual Machines) servers combined for redundancy purposes.
Answer: A
NEW QUESTION # 31
How can the Extension Mobility feature be described?
- A. As part of the configuration, both device profiles and phones need to be added to the pg user account.
- B. As part of the configuration, the Device profile needs to be created in CCE and associate each Device Profile with the appropriate Agent.
- C. The Extension Mobility Cross Cluster works on phones that are located in the same Unified CM cluster.
- D. The Cisco Unified CM feature that allows Agents to temporarily access their Cisco Unified IP Phone configuration, such as line appearances, services, and speed dials, from other Unified IP Phones.
Answer: D
Explanation:
Explanation
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_5_2/ccmfeat/CUCM_BK_C3A84B33_0
NEW QUESTION # 32
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)
- A. answer Calls from Skill groups and PQs
- B. CUCMAPI
- C. view Team gadget in Finesse
- D. log in to CCE admin
- E. CUC login
Answer: A,C
NEW QUESTION # 33
How are additional ICM Tools added?
- A. The Logger Server node will add the additional tools provided in the Administration Tools folder.
- B. Script Editor is available in the PG and ICM Router server.
- C. Admin Server node will add the additional tools provided in the Administration Tools folder.
- D. PG Server node will add the additional tools provided in the Administration Tools folder.
Answer: B
NEW QUESTION # 34
What is the goal of identifying a call type?
- A. to ensure the call reaches the agent in the correct queue
- B. to ensure the correct Skill Target is selected
- C. to ensure the call goes to the correct MRD
- D. to ensure the contact is handled by the correct CCE Routing Script
Answer: B
NEW QUESTION # 35
What are two possible Outbound Dialing Modes? (Choose two.]
- A. Progression Mode
- B. Predictive Mode
- C. Preview Mode
- D. Accept Mode
- E. Direct Predictive Mode
Answer: C,E
NEW QUESTION # 36
How does Precision Queue allow callers to reach an Agent that is different from Skill groups?
- A. Longest Available
- B. the Weight of the attribute
- C. the agent with the Most Attributes
- D. the number of calls the agent has taken
Answer: C
NEW QUESTION # 37
What is the maximum number of attributes that can be assigned to an Agent?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
NEW QUESTION # 38
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Cisco 500-442 (Administering Cisco Contact Center Enterprise) Certification Exam is designed for professionals who are looking to enhance their career in contact center enterprise administration. Administering Cisco Contact Center Enterprise certification exam validates the knowledge and skills required to administer, configure, operate and maintain Cisco Contact Center Enterprise solutions. 500-442 exam covers a wide range of topics, including but not limited to, Cisco Finesse, Cisco Unified Intelligence Center, Cisco Unified Contact Center Enterprise, Cisco Unified Communications Manager, and Cisco Unified Contact Center Express.
Cisco 500-442 exam is intended for IT professionals who have experience in administering Cisco's CCE solution and are looking to validate their skills and knowledge. 500-442 exam covers a range of topics, including Cisco Unified Contact Center Enterprise (UCCE), Cisco Packaged Contact Center Enterprise (PCCE), Cisco Finesse, Cisco Unified Intelligence Center (CUIC), and more. 500-442 exam is designed to test the candidate's ability to configure and manage the various components of the Cisco CCE solution effectively.
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