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

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 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

The CLI command that manages the Java Keystore Certificate in Windows CCE servers is keytool. Keytool is a utility that is included in the Java Runtime Environment (JRE) and allows you to create, import, export, list, and delete certificates, keys, and keystores. A keystore is a repository of security certificates that can be used for SSL/TLS communication. The Java Keystore Certificate is the default keystore that is used by the Java applications running on the Windows CCE servers, such as the Web Setup tool, the Diagnostic Framework Portico, and the Unified Intelligence Center12. To use keytool, you need to open a command prompt window and navigate to the JRE bin directory, which is typically located at C:\Program Files\Java\jre\bin. Then, you can use the keytool command with various options and parameters to perform the desired operations on the Java Keystore Certificate34. References: Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2)1, Implement CA Signed Certificates in a CCE 12.6 Solution2, SSL Certificate Installation - Java Based Web Servers - DigiCert3, Keytool - Oracle Help Center4.