Cisco 500-052 Dumps

The three tasks that an agent can perform using email are:

• Save the response as a draft. An agent can save an email response as a draft and resume working on it later. The draft email is stored in the agent’s personal folderand can be accessed from the email control bar. The agent can edit, delete, or send the draft email at any time1.
• Transfer the email to another CSQ. An agent can transfer an email to another Contact Service Queue (CSQ) if the email requires a different skill set or expertise. The agent can select the destination CSQ from a list of available CSQs and add an optional note for the next agent. The email is then removed from the agent’s work area and placed in the selected CSQ2.
• Transfer the email to another agent. An agent can transfer an email to another agent if the email requires a specific agent to handle it. The agent can select the destination agent from a list of available agents and add an optional note for the next agent. The email is then removed from the agent’s work area and placed in the selected agent’s personal folder3.

The other options are not correct because:

• Send the response to the supervisor for review. An agent cannot send an email response to the supervisor for review before sending it to the customer. The agent can only send the email response directly to the customer or save it as a draft4.
• Mark the email as urgent. An agent cannot mark an email as urgent. The urgency of an email is determined by the email server based on the email header. The agent can only view the urgency of an email, but cannot change it5.
• Mark the email as junk. An agent cannot mark an email as junk. The junk email filtering is done by the email server based on the email content and sender. The agent can only view the junk status of an email, but cannot change it6.

References: 1: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 2: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 3: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 4: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 5: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 6: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco

Reactive debugging is a facility provided by the Cisco Unified CCX Editor that allows you to debug a Cisco Unified CCX script live with a real voice call. Reactive debugging enables you to step through the script execution and view the variable values and the call flow in real time. You can also set breakpoints and watchpoints to pause the script execution and inspect the variables. Reactive debugging is useful for troubleshooting and testing the script logic and functionality12

References: 1: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Course 644-906 1 2: Cisco Unified Contact Center Express Scripting and Development Series: Volume 2, Editor Step Reference, Release 10.0(1) - Debugging Scripts [Cisco Unified Contact Center Express] - Cisco 

The On Exception Goto step can be used to trap runtime script errors and recover gracefully. This step allows the script to handle exceptions that may occur during the execution of the script, such as ContactInactiveException, DatabaseException, or DocumentException. The step specifies the type of exception to catch and the label to jump to when the exception occurs. The label can be any valid label in the script that marks the beginning of a recovery or cleanup section. For example, the script can use the On Exception Goto step to catch a ContactInactiveException and jump to a label that logs the call details and ends the script. This way, the script can avoid looping or crashing when the contact is dropped or disconnected. For more information on how to use the On Exception Goto step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: On Exception Goto Step. References:

• Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 2: Cisco Unified CCX Scripting, Lesson 3: Cisco Unified CCX Scripting Steps, Topic: Exception Handling

The Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD) can be installed with two languages each. The languages are selected during the installation process and can be changed later by running the Postinstall.exe utility. The CAD and the CSD can have different languages installed, as long as they are supported by the Cisco Unified Contact Center Express (UCCX) system. The supported languages are listed in the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide. References: Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1) - Install Cisco Agent Desktop, Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1) - Install Cisco Supervisor Desktop

 Skills-based routing is a method of routing calls to agents based on their skills and competencies. In Cisco Unified CCX, skills are defined as attributes that agents possess, such as language, product knowledge, or technical expertise. Agents can have multiple skills assigned to them, with different competency levels ranging from 1 (lowest) to 10 (highest). Contact Service Queues (CSQs) are logical entities that represent a group of agents who share a common set of skills required to handle a specific type of call. CSQs are associated with one or more skills, and have a minimum competency level for each skill. The agent selection criteria for skills-based routing is defined in the CSQ definition, where the administrator can choose from three options: Most Skilled, Least Skilled, or Resource Pool. These options determine how the system selects the best available agent for a call based on the skill competency levels of the agents and the CSQ. For example, if the CSQ is configured with Most Skilled, the system will select the agent with the highest skill competency level that matches the CSQ requirement. If there are multiple agents with the same skill competency level, the system will use the secondary selection criteria, such as longest available or most handled contacts, to break the tie. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0, Cisco Unified Contact Center Express Administration Guide, Release 12.5(1)

 Cisco Unified CCX Premium provides the most advanced features and capabilities for contact center agents and supervisors, including IVR scripting, database integration, keystroke macros, CRM integration, outbound preview dialer, and agent email and chat. Cisco Unified CCX Standard and Enhanced do not support keystroke macros, CRM integration, or agent email and chat. Cisco Unified IP IVR does not support agent desktop functions or outbound preview dialer. Cisco Unified CCX Enterprise is not a valid option, as Cisco Unified CCX only comes in Standard, Enhanced, and Premium versions. References: Cisco Unified Contact Center Express 12.5 Data Sheet, [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]

 The correct answer is B. The default script field when adding an application specifies the script that will be executed if there are any problems running the configured script for the application. For example, if the configured script is missing, corrupted, or containserrors, the default script will be executed instead. The default script field is mandatory and must point to a valid script file1.

The other options are not correct because:

• A. When a caller does not enter a choice in a Menu step, it will execute the default script. This is false because the Menu step has its own Timeout branch that determines what to do when the caller does not enter a choice within the specified timeout period. The default script field has no effect on the Menu step2.
• C. When the caller enters a digit in the Menu step that is not defined, the default script will be executed. This is false because the Menu step has its own Unsuccessful branch that determines what to do when the caller enters a digit that is not defined as a valid option. The default script field has no effect on the Menu step2.
• 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. This is false because the Get Digit String step has its own Invalid Entry branch that determines what to do when the caller enters a digit that is not checked in the filter. The default script field has no effect on the Get Digit String step3.

References: 1: Cisco Unified Contact Center Express Administration Guide, Release 12.5(1) - Cisco Applications Configuration [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 2: Media Steps [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 3: Input Steps [Cisco Unified Contact Center Express] - Cisco

A supervisor who does not have administrative privilege can perform the following Cisco Unified Contact Center Express Application Administration tasks:

• Remove a skill from a CSQ: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A Contact Service Queue (CSQ) is a logical grouping of agents based on their skills. A supervisor can remove a skill from a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to remove a skill from a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.
• Enable automatic work on a CSQ: Automatic work is a feature that allows agents to automatically enter the work state after they finish a call or chat. This prevents the agents from receiving new contacts until they are ready. A supervisor can enable automatic work on a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to enable automatic work on a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.
• Modify the skill competence level of an agent: The skill competence level is a numerical rating that indicates the proficiency of an agent in a certain skill. The skill competence level can range from 1 (lowest) to 10 (highest). A supervisor can modify the skill competence level of an agent by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to modify the skill competence level of an agent, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.

The following tasks cannot be performed by a supervisor who does not have administrative privilege:

• Delete a resource group: A resource group is a collection of agents who share common characteristics, such as location, function, or availability. A resource group can be used to organize agents for reporting and administration purposes. Only an administrator can delete a resource group by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resource Groups. For more information on how to delete a resource group, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resource Groups.
• Create a resource: A resource is an entity that can handle customer contacts, such as an agent, a supervisor, or an IVR port. A resource can be associated with one or more resource groups, teams, and skills. Only an administrator can create a resource by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to create a resource, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.
• Delete a skill: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A skill can be assigned to one or more agents and CSQs. Only an administrator can delete a skill by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Skills. For more information on how to delete a skill, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Skills. References:
• Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]5

 Control Center on Cisco Unified Contact Center Express Serviceability Comprehensive and Detailed Explanation: The Control Center on Cisco Unified Contact Center Express Serviceability is a web-based interface that allows you to start, stop, and restart Cisco Unified CCX services. You can also view the status of each service and the server on which it is running. The Control Center is accessible from the Navigation drop-down list on the Cisco Unified CCX Serviceability page. You can select either Network Services or Feature Services to manage the corresponding services. References: Cisco Unified Contact Center Express Operations Guide, Release 11.5 (1) - Cisco Unified CCX Serviceability1, Serviceability Tools1

To develop a custom Cisco Unified Intelligence Center report for a Cisco Unified CCX deployment, you need the Cisco Unified Intelligence Center Premium package. This package allows you to create custom reports using the Report Definition tool, which provides access to all the data sources, fields, filters, drilldowns, and formatting options. The Cisco Unified Intelligence Center Standard package only allows you to run predefined reports and make limited modifications, such as changing the layout, adding filters, and scheduling. The Cisco Unified CCX Premium and Enhanced packages do not affect the Cisco Unified Intelligence Center reporting capabilities, as they are related to the Unified CCX features and licenses. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 3: Operate a Cisco Unified Contact Center Express System - Lesson 1: Cisco Unified Intelligence Center Reports - Topic: Cisco Unified Intelligence Center Overview

To send an HTTP message, you should use the following Cisco Unified CCX steps:

• Send HTTP Response: This step allows the script to send an HTTP response to the client that initiated the HTTP request. The step specifies the HTTP status code, the content type, and the body of the response. The step can also set or delete cookies in the response. For more information on how to use the Send HTTP Response step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Send HTTP Response Step.
• Create URL Document: This step allows the script to create a URL document that contains the URL of a web page or application. The step specifies the URL, the method (GET or POST), and the parameters to be sent with the request. The step can also set or delete cookies in the request. The URL document can be used as an input for other steps, such as Write Document or Place Call. For more information on how to use the Create URL Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Create URL Document Step.

The following steps cannot be used to send an HTTP message:

• Write Document: This step allows the script to write a document to a file or a stream. The step specifies the document, the destination, and the encoding. The document can be any type of document, such as XML, plain text, or URL. The destination can be a local file, a remote file, or a media stream. The step can be used to write a URL document to a file or a stream, but it cannot send an HTTP message by itself. For more information on how to use the Write Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Write Document Step.
• Place Call: This step allows the script to place a call to a destination. The step specifies the calling address, the called address, the media termination, and the timeout. The calling address and the called address can be phone numbers, SIP URIs, or URL documents. The media termination can be a contact, a prompt, or a document. The step can be used to place a call to a URL document, but it cannot send an HTTP message by itself. For more information on how to use the Place Call step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Place Call Step.
• Cache Document: This step allows the script to cache a document in the memory of the Unified CCX server. The step specifies the document and the cache key. The document can be any type of document, such as XML, plain text, or URL. The cache key is a unique identifier for the document in the cache. The step can be used to cache a URL document, but it cannot send an HTTP message by itself. For more information on how to use the Cache Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Cache Document Step. References:
• Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 2: Cisco Unified CCX Scripting, Lesson 3: Cisco Unified CCX Scripting Steps, Topic: HTTP Contact Steps

 The number of premium seats required for a Cisco Unified Contact Center Express system is based on the maximum number of logged in agents plus the number of IVR and email ports needed. In this case, the maximum number of logged in agents is 150, the number of IVR ports needed for outbound calls is 30, and the number of email ports needed for email agents is 20. Therefore, the total number of premium seats required is 150 + 30 + 20 = 180 seats. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson 1: Cisco Unified Contact Center Express Product Overview - Topic: Cisco Unified CCX Product Packages1

The correct answer is B. A variable in the Application Editor that is defined as a parameter means that the value for that variable can be supplied via Application Configuration in Application Administration. This allows the administrator to change the value of the variable without modifying the script. For example, a parameter variable can be used to store the CSQ name, the prompt file name, the holiday schedule, or any other value that might change over time or across applications1.

The other options are not correct because:

• A. The variable can be used to pass data to and from subflows. This is not related to the parameter property of the variable. Any variable can be used to pass data to and from subflows, as long as it is in the scope of the subflow. A subflow is a script that is invoked by another script, and it can have its own parameters that are mapped to the variables of the calling script2.
• C. The value for that variable is defined by the calling application. This is not related to the parameter property of the variable. Any variable can be defined by the calling application, as long as it is passed as an argument to the called application. An application can be called by another application using the Call Subflow step or the Trigger Application step3.
• D. The variable can be used in conditional steps. This is not related to the parameter property of the variable. Any variable can be used in conditional steps, as long as it has a valid data type and value. A conditional step is a step that evaluates an expression and executes one of the branches based on the result.
• E. The variable can be used to pass data to and from VoiceXML applications. This is not related to the parameter property of the variable. Any variable can be used to pass data to and from VoiceXML applications, as long as it is mapped to the VoiceXML session variables. A VoiceXML application is an application that uses VoiceXML documents to provide interactive voice response services.

References: 1: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco : [Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco] : [Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 6: VoiceXML Steps [Cisco Unified Contact Center Express] - Cisco]

The server that cannot be configured during the installation phase when installing Cisco Unified Contact Center Express (UCCX) on Cisco Unified Computing System (UCS) servers is the SMTP server. The SMTP server is a server that enables the email functionality of UCCX, such as sending email notifications, alerts, and reports. The SMTP server cannot be configured during the installation phase, but it can be configured after the installation by using the Cisco Unified CCX Administration web interface12

The other options can be configured during the installation phase when installing UCCX on UCS servers:

• Cisco Unified Communications Manager (CUCM) server: The CUCM server is a server that provides call control and device management for UCCX. The CUCM server can be configured during the installation phase by specifying the IP address or hostname, the username, and the password of the CUCM server. The CUCM server must be configured before the UCCX installation can proceed12
• DNS server: The DNS server is a server that resolves hostnames to IP addresses and vice versa. The DNS server can be configured during the installation phase by specifying the IP address or hostname of the primary and secondary DNS servers. The DNS server is optional, but it is recommended to use it for easier management and troubleshooting12
• NTP server: The NTP server is a server that synchronizes the time and date of UCCX with a reliable source. The NTP server can be configured during the installation phase by specifying the IP address or hostname of the primary and secondary NTP servers. The NTP server is mandatory, and the installation will fail if the UCCX server cannot reach the NTP server12

References: 1: Cisco Unified Contact Center Express Install and Upgrade Guide, Release 10.0(1) - Unified CCX Installation [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Install and Upgrade Guide, Release 10.0(1) - Unified CCX Configuration [Cisco Unified Contact Center Express] - Cisco 2

The Cisco Unified CCX Installer automatically installs the IVR System Prompts and the Unified Communications Operating System on the Cisco Unified CCX server. The IVR System Prompts are the default voice prompts that are used by the Unified CCX applications, such as the Script Editor and the Cisco Unified CCX Editor. The Unified Communications Operating System is the platform software that provides the basic functionality and security for the Unified CCX server, such as the CLI, the web interface, the database, and the license management. The Cisco Supervisor Desktop, the Cisco Unified Communications Manager, and the Workforce Management are not installed by the Cisco Unified CCX Installer. The Cisco Supervisor Desktop is a separate application that can be installed on a client PC to monitor and manage the Unified CCX agents. The Cisco Unified Communications Manager is a separate server that provides call control and signaling for the Unified CCX system. The Workforce Management is an optional component that can be purchased and installed separately to provide scheduling and forecasting capabilities for the Unified CCX agents. References := Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5(1), Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 Course Outline

The Cisco Unified Real-Time Monitoring Tool (RTMT) is a software application that allows you to monitor and troubleshoot Cisco Unified CCX system components in real-time. The RTMT enables you to do the following tasks:

• Plot and view performance data. You can use RTMT to collect and display performance counters that measure the current system status and performance. You can view the data in graphical or tabular format, and set thresholds and alerts for the counters12
• Download log files from Cisco Unified CCX nodes. You can use RTMT to collect and view the trace and log files that are generated by the Cisco Unified CCX components. You can also configure the trace and log settings, such as the file size and rollover conditions12
• Check the number of active calls in the Cisco Unified CCX system. You can use RTMT to monitor the current call statistics, such as the number of active calls, the number of queued calls, the number of handled calls, and the average talk time. You can also view the call distribution and the agent state summary12

The RTMT does not enable you to do the following tasks:

• Monitor the replication status of historical data store. The historical data store (HDS) is a database that stores the historical reports and statistics for Cisco Unified CCX. The replication status of the HDS can be monitored by using the Data Monitor tool in the Cisco Unified CCX Serviceability web interface3
• Monitor the Cisco Unified CCX CTI port status and take corrective action. The CTI ports are the logical connections that allow Cisco Unified CCX to communicate with the Cisco Unified Communications Manager (CUCM) and control the incoming and outgoing calls. The CTI port status can be monitored by using the Cisco Unified CCX Control Center tool in the Cisco Unified CCX Serviceability web interface4
• Monitor the WAN link status. The WAN link status is the network connectivity between the Cisco Unified CCX nodes and other network devices. The WAN link status can be monitored by using the Cisco Unified Serviceability web interface or the Cisco Unified OS Administration web interface5

References: 1: Cisco Unified Real-Time Monitoring Tool Administration Guide, Release 10.0(1) - Getting Started [Cisco Unified Communications Manager IM & Presence Service] - Cisco 1 2: Installing and Configuring the Real-Time Monitoring Tool (RTMT) - Cisco Support 2 3: Cisco Unified Contact Center Express Data Monitor Guide, Release 10.0(1) - Data Monitor Overview [Cisco Unified Contact Center Express] - Cisco 3 4: Cisco Unified Contact Center Express Serviceability Administration Guide, Release 10.0(1) - Cisco Unified CCX Control Center [Cisco Unified Contact Center Express] - Cisco 4 5: Cisco Unified Serviceability Administration Guide, Release 10.0(1) - Cisco Unified Serviceability Overview [Cisco Unified Communications Manager (CallManager)] - Cisco 5 : Cisco Unified Operating System Administration Guide for Cisco Unified Communications Manager, Release 10.0(1) - Network [Cisco Unified Communications Manager (CallManager)] - Cisco

According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), the maximum number of CTI ports that can be supported by a Cisco Unified Contact Center Express 8.0 Standard deployment is 300. This is the same as the maximum number of IVR ports that can be supported by the Standard deployment. The CTI ports are used to route calls to agents or to play prompts and collect caller input. The number of CTI ports depends on the number of concurrent calls that the system needs to handle and the call flow design. The Standard deployment supports up to 150 agents and 300 IVR ports or CTI ports. References := Cisco Unified Contact Center Express Design Guide, Release 8.0(1), page 2-7.

To deploy a Cisco Unified CCX application, the following tasks are required:

• Create a trigger: A trigger is a phone number or a URI that is associated with an application and invokes a script when it is dialed or requested. A trigger defines the type of communication (voice or HTTP), the maximum number of sessions, and the script to be executed. To create a trigger, use the Cisco Unified CCX Administration web interface and navigate to Applications > Trigger Management. For more information on how to create a trigger, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX Application Configuration, Section: Trigger Management.
• Upload script to repository: A script is a set of instructions that defines the call flow and logic of an application. A script is created using the Cisco Unified CCX Editor, which is a graphical tool that allows users to drag and drop steps, variables, and expressions. To upload a script to the repository, use the Cisco Unified CCX Editor and select File > Save Script As. For more information on how to upload a script, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Saving and Uploading Scripts, Section: Saving and Uploading Scripts.
• Specify the maximum number of sessions: The maximum number of sessions defines how many concurrent calls or requests an application can handle. The maximum number of sessions is configured at the trigger level and depends on the license type and the available system resources. To specify the maximum number of sessions, use the Cisco Unified CCX Administration web interface and navigate to Applications > Trigger Management. For more information on how to specify the maximum number of sessions, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX Application Configuration, Section: Trigger Management.

The following tasks are not required to deploy a Cisco Unified CCX application:

• Restart the Cisco Unified CCX Engine: The Cisco Unified CCX Engine is a service that runs on the Unified CCX server and executes the scripts associated with the applications. The Cisco Unified CCX Engine does not need to be restarted after deploying an application, unless there is a change in the system configuration or a problem with the service. To restart the Cisco Unified CCX Engine, use the Cisco Unified CCX Serviceability web interface and navigate to Tools > Control Center - Network Services. For more information on how to restart the Cisco Unified CCX Engine, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Control Center - Network Services.
• Configure default session timeout: The default session timeout defines how long an idle session can remain active before it is terminated by the system. The default session timeout is configured at the system level and applies to all applications. The default session timeout does not need to be configured for each application, unless there is a specific requirement to override the system value. To configure the default session timeout, use the Cisco Unified CCX Administration web interface and navigate to System > System Parameters. For more information on how to configure the default session timeout, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX System Configuration, Section: System Parameters. References:
• Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1)
• Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1)
• Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]5

The Cisco Unified Communications Sizing Tool is a web-based application that helps customers and partners accurately size Cisco Unified Communications hardware, software, and services. The tool can be used to size Cisco Unified CCX by selecting the product family, the deployment model, the reference design, the call volume, the agent count, the features, and the hardware specifications. The tool then generates a report that shows the recommended hardware configuration, the software licenses, the power consumption, the rack space, and the bill of materials for the Cisco Unified CCX solution1, 2 References: Solution Design Guide for Cisco Unified Contact Center Express, Release 11.5 (1), Cisco Sizing tools - Cisco Community

 The maximum round-trip time (RTT) between Cisco Unified CCX servers in a WAN deployment is 80 ms. This is the network requirement for deploying Unified CCX high availability over WAN, which provides site redundancy. The RTT is the time it takes for a packet to travel from one node to another and back. If the RTT exceeds 80 ms, the Unified CCX servers may not be able to communicate properly and failover may occur. The RTT can be verified by using an extended ping command on the network device closest to the Unified CCX servers, such as the access switch. The ping command should set the Layer 3 type of service (ToS) bits to ensure that the packet is sent on the same QoS-enabled path as the WAN traffic. References := Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5 (1) SU2, page 10-2. Solution Design Guide for Cisco Unified Contact Center Express, Release 11.5 (1), page 10-2.

 The Cisco Unified CCX license MAC is generated based on the hostname, IP address, and gateway address of the Unified CCX server. These are some of the system parameters that affect the license MAC, which is different from the physical MAC address of the system. Changing any of these parameters can invalidate the current license files. The Cisco Unified CCX version and the physical MAC are not used to generate the license MAC. References := Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1), Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 Course Outline

The Cisco Unified Communications Sizing Tool is a web-based tool that helps system engineers to size Cisco Unified Communications solutions, including Cisco Unified CCX. The tool can validate various parameters and requirements for a Cisco Unified CCX deployment configuration, such as the number of agents, supervisors, IVR ports, outbound ports, chat sessions, email sessions, and reporting users. However, the tool cannot validate the following options:

• The number of silent-monitoring and remote-monitoring sessions. Silent monitoring and remote monitoring are features that allow supervisors to listen to the agent’s calls without being heard by the agent or the caller. The tool does not support sizing for these features,as they depend on the network bandwidth and the codec used for the calls. The tool only provides a formula to estimate the bandwidth requirement for silent monitoring and remote monitoring, based on the number of sessions, the codec, and the packet size. The formula is: Bandwidth (kbps) = Number of sessions x Codec bit rate x (1 + Network overhead). For example, if there are 10 silent-monitoring sessions using G.711 codec with a bit rate of 64 kbps and a network overhead of 20%, the bandwidth requirement is: Bandwidth (kbps) = 10 x 64 x (1 + 0.2) = 768 kbps1.
• The number of historical reporting sessions. Historical reporting is a feature that allows users to generate reports on the historical data of the Cisco Unified CCX system, such as agent performance, call statistics, and queue summary. The tool does not support sizing for this feature, as it depends on the number of reporting users, the frequency and complexity of the reports, and the database size. The tool only provides some guidelines and best practices for historical reporting, such as limiting the number of concurrent reporting users to 10, scheduling the reports during off-peak hours, and purging the historical data regularly2.
• The number of ASR and TTS ports. ASR (Automatic Speech Recognition) and TTS (Text-To-Speech) are features that enable voice interaction between the callers and the IVR system, using speech recognition and synthesis technologies. The tool does not support sizing for these features, as they are provided by third-party vendors, such as Nuance or LumenVox. The tool only provides some recommendations and considerations for ASR and TTS integration, such as using MRCPv2 protocol, allocating enough CPU and memory resources, and configuring the network QoS policies3.

References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.2: Silent Monitoring and Remote Monitoring, Page 321 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.4: Historical Reporting, Page 342 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.5: ASR and TTS Integration, Page 353

 In a typical Cisco Unified CCX agent web chat deployment for an online retail shop, Cisco SocialMiner can be deployed in the demilitarized zone (DMZ). The DMZ is a network segment that lies between the Internet and the corporate network, and it provides a layer of security and isolation for the servers that are exposed to the public. Cisco SocialMiner is a server that enables social media customer care by capturing and routing social contacts from various sources, such as web chat, email, Twitter, and Facebook. By deploying Cisco SocialMiner in the DMZ, the online retail shop can offer web chat services to its customers without exposing the Cisco Unified CCX server or the agent desktops to the Internet. Cisco SocialMiner acts as a proxy between the web chat clients and the Cisco Unified CCX server, and it communicates with the Cisco Unified CCX server using a secure HTTPS connection. The web chat clients can access Cisco SocialMiner using a public URL, and Cisco SocialMiner can also access external social media sources if needed. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 2:Implement a Cisco Unified Contact Center Express System - Lesson 2: Implement Cisco Unified CCX Web Chat - Topic: Cisco Unified CCX Web Chat Deployment Model

The correct answer is C. Only agent phones that are used with the Cisco Finesse agent desktop must be associated to the RmCm application user account. The RmCm application user account is a special user account that is created by Cisco Unified Contact Center Express (UCCX) during the initial setup and is used to control and monitor the agent phones through the Computer Telephony Integration (CTI) interface. The RmCm application user account must have the Standard CTI Enabled and Standard CTI Allow Control of Phones supporting Connected Xfer and conf user roles, and must have the agent phones associated as controlled devices. This allows the UCCX to perform actions such as logging in and out agents, changing agent states, making and receiving calls, transferring and conferencing calls, and sending and receiving enterprise data1.

The other options are not correct because:

• A. All phones must be associated to the RmCm application user account. This is false because not all phones need to be controlled and monitored by UCCX. Only the phones that are used by the agents who log in to the Cisco Finesse agent desktop need to be associated to the RmCm application user account. Other phones, such as supervisor phones, IVR phones, or non-UCCX phones, do not need to be associated to the RmCm application user account2.
• B. None, because that user account is not used for phone association. This is false because the RmCm application user account is used for phone association. The RmCm applicationuser account is the user account that UCCX uses to communicate with the Cisco Unified Communications Manager (CUCM) and control the agent phones. Without phone association, the RmCm application user account cannot perform the CTI functions that are required for the UCCX features1.
• D. Only Cisco Finesse IPPA phones must be associated to the RmCm application user account. This is false because Cisco Finesse IPPA phones are not supported by UCCX. Cisco Finesse IPPA is a feature that allows agents to use the Cisco IP Phone Agent (IPPA) service to log in to the Cisco Finesse server and access the Cisco Finesse agent desktop features. However, this feature is only available for Cisco Unified Contact Center Enterprise (UCCE), not for UCCX. UCCX agents can only use the Cisco Finesse agent desktop web interface or the Cisco Agent Desktop (CAD) application to log in and access the UCCX features3.

References: 1: Cisco Unified Contact Center Express Administration Guide, Release 12.5(1) - Cisco Applications Configuration [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 3: Cisco Finesse Installation and Upgrade Guide, Release 12.5(1) - Cisco Finesse IPPA [Cisco Finesse] - Cisco

The gadget to initiate or accept a call is common and is not tied to a specific tab on the Cisco Finesse agent desktop. The gadget is located in the call control area, which is a fixed section of the Finesse desktop that appears on every tab. The gadget provides the basic call control buttons, such as Answer, Hold, Retrieve, End, and Make Call. The gadget also displays the caller ID, the call state, and the call timer. The gadget changes depending on the situation and the call type. For example, the gadget shows different buttons for inbound, outbound, and consult calls12

The other options are not correct:

• The My Statistics tab hosts the gadget that shows the agent’s performance statistics, such as the number of calls handled, the average talk time, the average wrap-up time, and the service level12
• The Home tab hosts the gadget that shows the agent’s state, the reason code, and the state timer. The Home tab also allows the agent to change their state, sign out, or go to the Team Performance tab12
• The Manage Customer tab hosts the gadget that shows the customer information, such as the account number, the name, the address, and the call history. The Manage Customer tab also allows the agent to perform advanced call control actions, such as consult, transfer, and conference12

References: 1: Cisco Finesse Agent and Supervisor Desktop User Guide Release 12.0(1) - Cisco Finesse Desktop Interface [Cisco Finesse] - Cisco 1 2: How IT Works: Cisco Finesse Agent Desktop and UCCX | Mindsight 2

In Cisco Unified CCX Administration, when you add a Cisco Unified Communications Manager (CUCM) Telephony group, a CTI Route Point is created on the CUCM. A CTI Route Point is a virtual device that can receive multiple simultaneous calls and route them to a Cisco Unified CCX application by using the JTAPI protocol. A CUCM Telephony group defines the CUCM cluster, the JTAPI user, and the CTI Route Point that are associated with a Cisco Unified CCX system12

The other options are not correct:

• CTI Ports: CTI Ports are virtual devices that can make or receive calls and are controlled by the JTAPI application. CTI Ports are not created when you add a CUCM Telephony group, but when you add a Cisco Unified CCX Call Control Group12
• Cisco Unified CCX Call Control Group: A Cisco Unified CCX Call Control Group is a logical grouping of CTI Ports that are used by the Cisco Unified CCX system to make and receive calls. A Cisco Unified CCX Call Control Group is not created when you add a CUCM Telephony group, but when you configure the Cisco Unified CCX system parameters12
• Cisco Unified Communications Manager Call Control Group: A Cisco Unified Communications Manager Call Control Group is a term that does not exist in the Cisco Unified CCX terminology.

References: 1: Cisco Unified Contact Center Express Administration Guide, Release 10.0(1) - Unified CM Configuration [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Design Guide, Release 10.0(1) - Unified CM Telephony Subsystem [Cisco Unified Contact Center Express] - Cisco 2

The trace configuration interface is used to configure debug parameters for log files in Cisco Unified Contact Center Express (UCCX). This interface allows the administrator to set the trace level, trace output, and trace file size for different UCCX components and services. The trace configuration interface can be accessed from the UCCX Serviceability web page by selectingTrace > Configuration from the menu. The trace configuration interface also provides the option to view the current trace settings and download the trace files for troubleshooting purposes. References: Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1) SU3 - Cisco Unified CCX Serviceability, Use CLI to Collect Unified Contact Center Express Logs - Cisco