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Cisco 500-052 Dumps

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Total 90 questions

Deploying Cisco Unified Contact Center Express Questions and Answers

Question 1

Which three tasks can an agent perform using email? (Choose three.)

Options:

A.

save the response as a draft

B.

send the response to the supervisor for review

C.

transfer the email to another CSQ

D.

transfer the email to another agent

E.

mark the email as urgent

F.

mark the email as junk

Question 2

Which facility is provided to debug a Cisco Unified CCX script live with a real voice call?

Options:

A.

Cisco Unified Contact Center Express Editor

B.

Reactive Debugging

C.

Accept Step

D.

Proactive Debugging

Question 3

Which step can be used to trap runtime script errors and recover gracefully?

Options:

A.

Set

B.

Call Subflow

C.

On Exception Goto

D.

Get Reporting Statistic

Question 4

How many languages can be installed for the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD)?

Options:

A.

one language for both the CAD and the CSD

B.

one language for the CAD and a different language for the CSD

C.

two languages for the CAD and one language for the CSD

D.

two languages for both the CAD and the CSD

Question 5

If you use skills-based routing, where is the agent selection criteria defined?

Options:

A.

in the Contact Service Queue definition

B.

in the Resource definition

C.

in the Skill definition

D.

in the Skill Group definition

Question 6

An organization wants to collect an account number from a customer via IVR prompting Then the customer wants to use a keystroke macro to insert the account number into the account number field in the agent CRM desktop application. The keystroke macro will also initiate the CRM desktop application and execute a database lookup from the CRM database server, in order to retrieve the customer record. Which product provides these capabilities at the lowest cost?

Options:

A.

Cisco Unified IP IVR

B.

Cisco Unified CCX Standard

C.

Cisco Unified CCX Enterprise

D.

Cisco Unified CCX Premium

E.

Cisco Unified CCX Enhanced

Question 7

Which statement is true about the default script field when adding an application?

Options:

A.

When a caller does not enter a choice in a Menu step, it will execute the default script.

B.

Any problems running the configured script will cause the default script to be executed.

C.

When the caller enters a digit in the Menu step that is not defined, the default script will be executed.

D.

When the caller enters a digit that is not checked in the filter of the Get Digit String step, the default script will be executed.

Question 8

Which three Cisco Unified Contact Center Express Application Administration tasks may be performed by a supervisor who does not have administrative privilege? (Choose three.)

Options:

A.

Delete a resource group.

B.

Remove a skill from a CSQ.

C.

Enable automatic work on a CSQ.

D.

Modify the skill competence level of an agent.

E.

Create a resource.

F.

Delete a skill

Question 9

Where can you start, stop, and restart Cisco Unified Contact Center Express services?

Options:

A.

Control Center on Cisco Unified Contact Center Express Serviceability

B.

System page on Cisco Unified Contact Center Express Administration

C.

Cisco Desktop Administrator

D.

Cisco Unified Communications Operating System Administration

Question 10

What is the minimum package that is required to develop a custom Cisco Unified Intelligence Center report for a Cisco Unified CCX deployment?

Options:

A.

Cisco Unified CCX Premium

B.

Cisco Unified CCX Enhanced

C.

Cisco Unified Intelligence Center Premium

D.

Cisco Unified Intelligence Center Standard

Question 11

Which two Cisco Unified CCX steps should you use if you want to send an HTTP message? (Choose two.)

Options:

A.

Write Document

B.

Place Call

C.

Send HTTP Response

D.

Cache Document

E.

Create URL Document

Question 12

You are designing a Cisco Unified Contact Center Express system with four requirements:

  • 250 configured agents
  • 150 agents maximum logged in at any given time
  • 30 agents able to make outbound calls
  • 20 agents able to answer emails

How many premium seats should be purchased?

Options:

A.

150 seats

B.

180 seats

C.

200 seats

D.

250 seats

Question 13

What does it mean for a variable in the Application Editor to be defined as a parameter?

Options:

A.

The variable can be used to pass data to and from subflows.

B.

The value for that variable can be supplied via Application Configuration in Application Administration.

C.

The value for that variable is defined by the calling application.

D.

The variable can be used in conditional steps.

E.

The variable can be used to pass data to and from VoiceXML applications.

Question 14

Which server cannot be configured during the installation phase when installing Cisco Unified Contact Center Express on Cisco Unified Computing System servers?

Options:

A.

Cisco Unified Communications Manager server

B.

DNS server

C.

NTP server

D.

SMTP server

Question 15

Which two items are automatically installed on the Cisco Unified CCX server by the Cisco Unified Contact

Center Express Installer? (Choose two.)

Options:

A.

IVR System Prompts

B.

Cisco Supervisor Desktop

C.

Unified Communications Operating System

D.

Cisco Unified Communications Manager

E.

Workforce Management

Question 16

The Cisco Unified Real-Time Monitoring Tool enables you to do which three options? (Choose three.)

Options:

A.

Plot and view performance data.

B.

Monitor the replication status of historical data store.

C.

Monitor the Cisco Unified CCX CTI port status and take corrective action.

D.

Download log files from Cisco Unified CCX nodes.

E.

Check the number of active calls in the Cisco Unified CCX system.

F.

Monitor the WAN link status.

Question 17

What is the maximum number of CTI ports that can be supported by a Cisco Unified Contact Center Express 8.0 Standard deployment?

Options:

A.

150

B.

200

C.

300

D.

400

Question 18

Which three tasks are required to deploy a Cisco Unified CCX application? (Choose three.)

Options:

A.

create a trigger

B.

upload script to repository

C.

restart the Cisco Unified CCX Engine

D.

specify the maximum number of sessions

E.

configure default session timeout

Question 19

Which tool is used to size Cisco Unified CCX?

Options:

A.

Analysis Manager

B.

Cisco Unified Communications Sizing Tool

C.

Expert Advisor

D.

Cisco Unified Real-Time Monitoring Tool

Question 20

What is the maximum round-trip time between Cisco Unified CCX servers in a WAN deployment?

Options:

A.

2 ms

B.

10 ms

C.

50 ms

D.

80 ms

Question 21

The Cisco Unified CCX license MAC is generated based on which three items? (Choose three.)

Options:

A.

hostname

B.

IP address

C.

gateway address

D.

physical MAC

E.

Cisco Unified CCX version

Question 22

Which three options cannot be validated using the Cisco Unified Communications Sizing Tool in a Cisco

Unified CCX deployment configuration? (Choose three.)

Options:

A.

number of silent-monitoring and remote-monitoring sessions

B.

bandwidth requirement between Cisco Unified CCX and SocialMiner in an agent web chat deployment

C.

number of historical reporting sessions

D.

bandwidth requirement for remote agents who are connected over a WAN to Cisco Unified CCX

E.

number of ASR and TTS ports

F.

bandwidth requirement between two Cisco Unified CCX nodes in a high availability over WAN deployment

Question 23

In a typical Cisco Unified CCX agent web chat deployment for an online retail shop, Cisco Social- Miner can be deployed in which location?

Options:

A.

Internet

B.

demilitarized zone

C.

corporate network

D.

wherever the Cisco Unified UCCX server is deployed

Question 24

Which phones must be associated to the RmCm application user account?

Options:

A.

all phones

B.

none, because that user account is not used for phone association

C.

only agent phones that are used with the Cisco Finesse agent desktop

D.

only Cisco Finesse IPPA phones

Question 25

Which tab on the Cisco Finesse agent desktop hosts the gadget for agents to accept or initiate a call?

Options:

A.

The My Statistics tab hosts the gadget.

B.

The Home tab hosts the gadget.

C.

The Manage Customer tab hosts the gadget.

D.

The gadget to initiate or accept a call is common and is not tied to a specific tab.

Question 26

In Cisco Unified CCX Administration, what is created on the Communications Manager when you add a Cisco Unified Communications Manager Telephony group?

Options:

A.

CTI Ports

B.

CTI Route Point

C.

Cisco Unified CCX Call Control Group

D.

Cisco Unified Communications Manager Call Control Group

Question 27

Which interface is used to configure debug parameters for log files?

Options:

A.

Datastore Control Center

B.

trace configuration

C.

system parameters

D.

Control Center

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Total 90 questions