500-444 Exam Dumps : Cisco Contact Center Enterprise Implementation and Troubleshooting

A PCCE initialization under Unified CCE PG performs the following two tasks among others:

• Creates the CUCM Peripheral Gateway (PG) with the CUCM PIM. A CUCM PG is a component that communicates with the Cisco Unified Communications Manager (CUCM) to control and monitor agent phones and route calls. A CUCM PIM is a process that runs on the CUCM PG and acts as an interface between the CUCM and the CTI Server. The PCCE initialization creates the CUCM PG with the CUCM PIM and configures the required settings, such as the JTAPI username and password, the CUCM cluster ID, and the PG ID12.
• Downloads JTAPI from the Unified Communications Manager and installs it on the Unified CCE PG. JTAPI is a Java API that enables computer telephony integration (CTI) applications to interact with the CUCM. The PCCE initialization downloads the JTAPI client from the CUCM publisher and installs it on the Unified CCE PG. This allows the CUCM PIM to use JTAPI to control and monitor agent phones and route calls13.

References:

• Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0 (1) - Initialize the Packaged CCE 2000 Agents Deployment Type1
• Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1) - Configure PCCE Local Authorization2

Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1) - Configure Cisco Unified Contact Center Enterprise PG

According to the Cisco documentation12, single sign-on (SSO) in PCCE can be implemented in one of these three modes:

• SSO - Enable all agents and supervisors in the deployment for SSO. This mode requires the use of SAML assertions to exchange authentication and authorization details between an identity provider (IdP) and an identity service (IdS)1.
• SAML - Security Assertion Markup Language (SAML) is an XML-based standard that allows the IdP to issue SAML assertions, which are packages of security information transferred from the IdP to the service provider for user authentication1. SAML is the underlying technology that enables SSO in PCCE2.
• Hybrid - Enable agents and supervisors selectively in the deployment for SSO. Hybrid mode allows you to phase in the migration of agents from a non-SSO deployment to an SSO deployment and enable SSO for local PGs. Hybrid mode is useful if you have third-party applications that don’t support SSO, and some agents and supervisors must be SSO-disabled to sign in to those applications1.

Option A is incorrect because Non-SSO is the opposite of SSO, and it means continuing to use existing Active Directory-based and local authentication, without SSO1. Option C is incorrect because ldS is a typo for IdS, which is not a mode but a component of SSO. Option D is incorrect because ldP is a typo for IdP, which is also not a mode but a component of SSO.

References:

• 1: Single Sign-On - Cisco3
• 2: Cisco Packaged Contact Center Enterprise Features Guide Release 11.6 (1) - Single Sign-On [Cisco Packaged Contact Center Enterprise] - Cisco

• SSO - Enable all agents and supervisors in the deployment for SSO.
• Hybrid - Enable agents and supervisors selectively in the deployment for SSO. ...
• Non-SSO - Continue to use existing Active Directory-based and local authentication, without SSO.

A voice gateway (VGW) is a device that connects a traditional telephony network, such as a TDM trunk, to a voice over IP (VoIP) network, such as a Cisco Unified Communications Manager (CUCM) cluster. A VGW performs signaling and media conversion between the two networks, and can also provide supplementary services, such as call routing, digit manipulation, transcoding, conferencing, and fax relay. A VGW can be a standalone device, such as a Cisco Integrated Services Router (ISR), or a software module, such as a Cisco Unified Border Element (CUBE). A CUBE is a special type of VGW that can also provide security, demarcation, and interworking functions for VoIP calls. A CUBE can be deployed between two VoIP networks, such as CUCM and a service provider SIP trunk, or between a TDM trunk and a VoIP network, in which case it acts as both a CUBE and a VGW. A CUCM is not a VGW, but a call control platform that manages VoIP endpoints, such as IP phones, and interacts with VGWs for call routing and signaling. A CUSP is a Cisco Unified SIP Proxy, which is a device that provides SIP routing and load balancing for VoIP networks. A CUSP is not a VGW, but a SIP proxy server that can work with CUCM and CUBE to optimize SIP call flows. References:

• Troubleshooting Cisco Contact Center Enterprise (CCET), Module 1: Voice Gateway Overview1
• Cisco Contact Center Enterprise Implementation and Troubleshooting (CCEIT), Module 2: Voice Gateway Configuration2
• Cisco Unified Border Element Configuration Guide3
• Cisco Unified SIP Proxy Configuration Guide4