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QUESTION 1
What can help expose problems with script logic or validity by simulating the execution of a script?
A. Alarm and Trace Configuration
B. debug session
C. script validation
D. script refresh
Correct Answer: B
QUESTION 2
What is the maximum number of agents supported on a Cisco Unified Communications Manager Express deployment?
A. 10 agents
B. 50 agents
C. 100 agents
D. 300 agents
Correct Answer: B
QUESTION 3
Which configuration enables a Cisco Unified Contact Center Express server to fail over to a secondary Cisco Unified Communications Manager server when the primary server fails?
A. No special configuration is needed.
B. Configure LDAP with a secondary profile.
C. Configure a second Cisco Unified Communications Manager telephony user with an alternate range of CTI ports.
D. Configure the telephony provider with a primary and secondary Cisco Unified Communications Manager IP address.
Correct Answer: D
QUESTION 4
Presence integration is a Cisco Unified CCX feature available in which of these packages?
A. Premium, Enhanced, and Standard
B. Premium only
C. Premium with high availability only
D. Premium and Enhanced
Correct Answer: A
QUESTION 5
Which two tasks must an administrator perform on Cisco Desktop Administrator to support presence integration? (Choose two.)
A. Assign a contact list to a CSQ.
B. Assign a contact list to a workflow group.
C. Assign an SME to a contact list.
D. Assign a contact list to a skill.
E. Assign an SME to a CSQ.
Correct Answer: BC QUESTION 6
Agent Email is a Cisco Unified CCX feature available in which of these packages?
A. Premium, Enhanced, and Standard
B. Premium only
C. Premium and Standard
D. Premium and Enhanced
Correct Answer: B
QUESTION 7
If you have not configured the database subsystem, what is the status of the database subsystem on the Control Center page of AppAdmin?
A. partial service
B. out of service
C. shutdown
D. not configured
Correct Answer: D
QUESTION 8
With which product is Cisco Unified CCX integrated in order to allow an agent to chat with an SME using CAD?
A. Cisco Unified Presence
B. IP Phone Messenger
C. Webex Connect
D. Microsoft Office Communicator
Correct Answer: A
QUESTION 9
A Cisco Unified Contact Center Express 7.0 deployment requires support for 20 concurrently logged-in agents. The agents are split across two remote sites, and the high-availability Cisco Unified CCX Engine, Database, VoIP Monitoring, and Recording server processes run at a central data center. The agents will be using CAD with Cisco Unified IP Phone 7960G and end- point monitoring. Very little recording and silent monitoring will be performed, and no historical reporting will be done during call center open hours.
What is the minimum number of Cisco Unified Contact Center Express hardware servers required for this Cisco Unified Contact Center Express deployment?
A. 1 server
B. 2 servers
C. 3 servers
D. 4 servers
E. 5 servers
Correct Answer: B
QUESTION 10
Which interface is used to configure debug parameters for log files?
A. Datastore Control Center
B. trace configuration
C. system parameters
D. Control Center
Correct Answer: B
QUESTION 11
A preview outbound dialer uses which source and destination resources?
A. a CTI port to the customer
B. the ACD line of the agent to the customer
C. the personal line of the agent to the customer
D. a CTI port to the agent, then redirected to the customer
Correct Answer: B QUESTION 12
You are designing a Cisco Unified Contact Center Express system with four requirements:
250 configured agents 150 agents maximum logged in at any given time 30 agents able to make outbound calls 20 agents able to answer emails
How many premium seats should be purchased?
A. 150 seats
B. 180 seats
C. 200 seats
D. 250 seats
Correct Answer: A QUESTION 13
In Cisco Unified Contact Center Express, where is wrap-up data enabled?
A. in the Cisco Supervisor Desktop
B. in CSQ configuration on Application Administration
C. in workflow groups on Cisco Desktop Work Flow Administrator
D. in resource configuration on Application Administration
Correct Answer: C QUESTION 14
Which criterion can be used to control supervisor workflows?
A. length of time an agent is in the NotReady state
B. number of agents logged in
C. number of calls abandoned
D. duration of oldest call in queue
Correct Answer: D QUESTION 15
In a Cisco Unified Contact Center Express deployment with Cisco Unified Communications Manager Express, which feature is disabled on the Cisco Agent Desktop?
A. recording
B. monitoring
C. embedded browser
D. call-control buttons
Correct Answer: D
QUESTION 16
Where are Cisco Unified CCX users managed and their data stored when deployed with Cisco Unified Communications Manager Express?
A. in Cisco Unified Communications Manager Express with user data stored in the Cisco Unified Contact Center Express database
B. in Application Administration with user data stored in the Cisco Unified Contact Center Express database
C. in Cisco Unified Communications Manager Express with user data stored in the Cisco Unified Communications Manager Express database
D. in Application Administration with user data stored in the Cisco Unified Communications Manager Express database
Correct Answer: B
QUESTION 17
How is the default eMail address in the eMail Subsystem Configuration page used?
A. It receives all mail sent in the Send eMail step as a bcc.
B. It is the From address for emails sent by agents using Agent E-mail.
C. It is used if no email contact is specified in the Create eMail step.
D. It becomes the From address in the Send eMail step if no address is specified.
Correct Answer: D
QUESTION 18
Which configuration object can have skills assigned to it in Cisco Unified Contact Center Express?
A. Contact Service Queue
B. Skill Groups
C. Resource Groups
D. competence levels
Correct Answer: A
QUESTION 19
Which three fields are used in defining a CSQ in Cisco Unified Contact Center Express Enhanced? (Choose three.)
A. Agent Name
B. WrapUp Time
C. Service Level
D. Overflow CSQ
E. Automatic Work
F. CCX Application
Correct Answer: BCE
QUESTION 20
Which type of information is available from the Cisco Unified Contact Center Express Control Center?
A. database replication status
B. system parameters configuration
C. date and time of most recent failure
D. Cisco Unified Communications Manager cluster status
Correct Answer: C
QUESTION 21
Which Cisco Unified Contact Center Express platform set supports the use of an embedded Internet browser within the Cisco Agent Desktop?
A. Premium only
B. Enhanced and Premium only
C. Standard, Enhanced, and Premium
D. Cisco Unified Contact Center Express does not support an embedded Internet browser
Correct Answer: A
QUESTION 22
Which deployment option is invalid for Cisco Unified Contact Center Express?
A. a two-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager cluster
B. a one-node Cisco Unified Contact Center Express cluster connected to two Cisco Unified Communications Manager clusters
C. a one-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager Express router
D. two Cisco Unified Contact Center Express clusters, each with two nodes, connected to the same Cisco Unified Cisco Unified Communications Manager cluster
Correct Answer: B
QUESTION 23
Which three features are included in Cisco Unified Contact Center Express Supervisor Desktop? (Choose three.)
A. graphical reports
B. dockable windows
C. access to chat logs
D. URL push to agents
E. send an email to an agent
F. send a call in queue to a specific agent
Correct Answer: ABD
QUESTION 24
Which three Cisco Unified Contact Center Express Application Administration tasks may be performed by a supervisor who does not have administrative privilege? (Choose three.)
A. Delete a resource group.
B. Remove a skill from a CSQ.
C. Enable automatic work on a CSQ.
D. Modify the skill competence level of an agent.
E. Create a resource.
F. Delete a skill.
Correct Answer: BCD
QUESTION 25
Which three statements describe the importing of contacts into a Cisco Unified Contact Center Express campaign? (Choose three.)
A. Phone1 is the only mandatory field.
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