500-052 Exam Dumps : Deploying Cisco Unified Contact Center Express

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

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]

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