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Cisco Advanced Administration and Reporting of Contact Center Enterprise Sample Questions (Q10-Q15):

NEW QUESTION # 10
Refer to the exhibit.

Four calls enter the script in the exhibit but are queued due to no agents being available. Assume that the calls are equally distributed across the A, B, C, and D path in that order using the % Allocation Node and that the Queue to Skill Group Node priority is left at its default setting. Which call is answered first?

  • A. The call that traversed through the B path.
  • B. The call that traversed through the D path.
  • C. The call that traversed through the C path.
  • D. The call that traversed through the A path.

Answer: D


NEW QUESTION # 11
Which two statements about Precision Queues are true? (Choose two.)

  • A. Either ICM Skill Groups or Precision Queues must be utilized within an ICM instance - not both.
  • B. A Wait Time may be configured in any step except for the last step.
  • C. At least one step must be configured for a Precision Queue.
  • D. A Consider If statement may be configured in any step.
  • E. Precision Queues can be configured for usage in agent-based inbound campaigns.

Answer: B,C


NEW QUESTION # 12
Which three statements about Multi Line Agent mode in a Cisco Unified Contact Center Enterprise deployment are true? (Choose three.)

  • A. Shared lines are supported on ACD lines but not on non-ACD lines.
  • B. It monitors and reports of calls on only one line on the phone.
  • C. It requires a maximum of two call appearances.
  • D. It requires a busy trigger of 2 (call waiting), although calls cannot be forwarded to other extensions on the phone when busy.
  • E. Call Park is supported on ACD and non-ACD lines.
  • F. It monitors and reports calls on all lines on the phone.
  • G. Allows Unified CCE to support Join Across Line and Direct Transfer Across Line features on the phone.

Answer: C,F,G


NEW QUESTION # 13
With Cisco UCCE and CVP, calls that are routed to nailed-up mobile agents keep failing, which two options could be the cause? (Choose two.)

  • A. Incorrect Mobile Agent codec configured in the PG setup
  • B. Unified CM Remote CTI Ports (RCP) has the outbound trunk in its calling search space.
  • C. The mobile agents are using Finesse 9.1(1) as desktop
  • D. No MTP resources configured to handle DTMF method mismatch.
  • E. Unified CM SIP trunk has RFC2833 DTMF signaling method.

Answer: B,D


NEW QUESTION # 14
When using the Play Media micro-application, which parameter automatically generates the media file name for an agent greeting?

  • A. -g
  • B. -a
  • C. -ag
  • D. -aa

Answer: B


NEW QUESTION # 15
......

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