Cisco 500-443 Advanced Administration and Reporting of Contact Center Enterprise (CCEAAR) Exam Practice Test

A Account Type is one of the usages for Call Studio Database lookup, as it allows the application to retrieve information about the caller’s account from a database and provide different treatments based on the account type. D Claim Number is another usage for Call Studio Database lookup, as it allows the application to validate the claim number entered by the caller against a database and provide confirmation or error messages accordingly. References = [Cisco Unified Call Studio User Guide Release 12.5(1)], page 47

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

A One of the data sources that are created in CUIC by default once the installation is completed is CUIC Data Source, as it connects to the CUIC database that stores report definitions and user information. B Another data source that is created in CUIC by default once the installation is completed is Live Data Streaming Data Source, as it connects to the Live Data service that provides real-time data for reports and dashboards. References = [Cisco Unified Intelligence Center Installation and Upgrade Guide Release 12.5(1)], page 11; [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 8

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.

A Call Type is mapped to a Routing Client, which is a logical representation of a device that can receive and process routing requests from the CCE system. References = Advanced Administration and Reporting of Contact Center Enterprise (CCEAAR), page 2

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

A CUCM Admin access is needed to manage agent phones for UCCE/PCCE, as it allows the administrator to configure device pools, partitions, calling search spaces, and other settings for the agent phones. References = Administering Advanced Cisco Contact Center Enterprise (CCEAA), page 4

 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. References = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 13

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. References = [Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.5(1)], page 109

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

The protocol used by CVP to communicate to VRU PG is GED-155, which stands for Generic External Device Protocol version 155. GED-155 allows CVP to send and receive messages from VRU PG for call control and data exchange. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11

A One of the descriptions of permissions for a CUIC user or administrator is that the initial and default super user is the System Application User who is configured during installation has permission to do everything, including creating additional super users, as it provides full access to all CUIC features and functions. D Another description of permissions for a CUIC user or administrator is that all of the administrative tasks of the Cisco Unified Intelligence Center solution can be administered from within OAMP, as it provides a web-based interface for managing system settings, cluster configuration, control center, and tools. References = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 9; [Cisco Unified Intelligence Center Installation and Upgrade Guide Release 12.5(1)], page 11

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

The purpose of the SMTP setting in the CUIC administrator web page is to only configure the email server used to email scheduled reports, as it specifies the host name, port number, user name, password, and sender address of the SMTP server. References = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 10

JNDI is designed to be independent of any specific directory service implementation so a variety of directories can be accessed, such as LDAP, NDS, or DNS. E JNDI is an API that provides naming and directory functionality to applications, such as looking up objects by name, binding objects tonames, and creating and destroying naming contexts. References = [Java Naming and Directory Interface (JNDI) Overview]