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

 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)

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 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