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QUESTION NO:18

In the Cisco Unified Contact Center Enterprise solution, if a Cisco Unified Communications Manager subscriber in the Redundancy Group for the Cisco voice gateway is down, how will incoming calls be treated?

A. The voice gateway will play a “fast busy” and drop the call.

B. The voice gateway will reroute the call to a secondary CTI route point on the alternative/backup subscriber in the cluster.

C. The voice gateway will use the alternative/backup subscriber in the cluster.

D. The voice gateway will route around the subscriber to an IP IVR port on the alternative/backup subscriber in the cluster.

Answer: C

QUESTION NO:24

Refer to the exhibit.

In the Cisco Unified Contact Center Enterprise 8.0 Web Setup Tool for the Administration and Data Server, what is the purpose of the Site Name?

A. The Site Name groups all the Administration and Data Servers across all sites for common management.

B. The Site Name defines the Microsoft Windows Active Directory relationship for the Administration and Data Servers at a given site.

C. The Site Name groups Administration and Data Servers at a physical site to minimize the real-time feed data to the site from the call routers.

D. The Site Name is no longer used in the system; it is only in the tool for upgrade compatibility.

Answer: C

QUESTION NO:8

A Cisco CTI Supervisor Desktop can display real-time statistics for Cisco Unified Contact Center Enterprise agents. Which item must be configured in ICM Configuration Manager for those statistics to be displayed?

A. Supervisor script dialed number.

B. Agent teams.

C. Agent State Trace must be checked in the Advanced tab of Agent Explorer.

D. Routes must be created for each agent in Agent Explorer.

Answer: B

QUESTION NO:5

In the common ground upgrade method of the Cisco Unified Contact Center Enterprise, the Cisco Unified Communications Manager was upgraded to 8.0(1) first. The Peripheral Gateway CTI route points are not registering with the Cisco Unified Communications Manager after the upgrade. What can be done to fix this issue?

A. Rerun ICM Setup to reload the JTAPI Gateway process on the Peripheral Gateway.

B. Reboot the Peripheral Gateway to force an update of the CTI route point JTAPI associations.

C. Remove the CTI route points from the JTAPI user association for the PG user and reinsert them in the Cisco Unified Communications Manager.

D. Redownload the JTAPI plug-in for the Peripheral Gateway from the Cisco Unified Communications Manager.

Answer: D

QUESTION NO:2

In the Cisco Unified Contact Center Enterprise solution, the same object is configured in multiple components.

Choose the correct set of matching terms that fill in the missing object names in each component.

A. 1 = CTI route point 2 = JTAPI call control group 3 = DNIS (temporary label)

B. 1 = CTI route point 2 = None 3 = DNIS (temporary label)

C. 1 = CTI port 2 = JTAPI call control group 3 = CTI route point

D. 1 = CTI route point 2 = JTAPI call control group 3 = None

Answer: A

QUESTION NO:28

In a Cisco Unified Contact Center Enterprise solution, the agent phones are set up with two lines: DN 2XXX as the first line for ACD calls, and DN 3XXX as the second line for private/personal calls. How could these phones be configured to provide a backup call routing strategy for the agents for maintenance/outages of the UCCE system?

A. Set the Call Forward on Failure for the 2XXX first line to forward the call to the 3XXX second line on the agent phone.

B. Set up call forwarding from first line 2XXX range to second line 3XXX.

C. Create a Cisco Unified Communications Manager hunt group that has the agent phone line in 3XXX range.

D. Set up call forwarding from second line 3XXX range to first line 2XXX.

Answer: C

QUESTION NO:10

When installing Cisco Unified IP IVR version 4.0(1), which three types of LDAP server information must be configured? (Choose three.)

A. LDAP server type

B. LDAP server host name or IP address

C. Cisco LDAP license file

D. LDAP administrator password

E. LDAP language codec

F. Fully Qualified Domain Name of the LDAP server

Answer: A,B,D

QUESTION NO:23

There are 20 agents in the Sales skill group and 10 agents in the Customer Service skill

group. All agents are currently busy handling customer calls. All agents are also members of both the Sales and Customer Service skill groups. Sales has 10 calls in queue, each with a priority of 5, and two calls in queue with a priority of 4. Customer Service has five calls in queue, each with a priority of 3. Which type of call will be delivered to the next available agent?

A. The next available agent will receive the longest queued Sales call with a priority of 5.

B. The next available agent will receive the longest queued Sales call with a priority of 4.

C. The next available agent will receive the longest queued Customer Service call with a priority of 5.

D. The next available agent will receive the longest queued Customer Service call with a priority of 3.

E. The next available agent will receive the call with the longest queued duration.

F. The next available agent will receive the Customer Service call with a priority of 3.

Answer: D

QUESTION NO:13

A Cisco Unified Contact Center Enterprise call center has a group of supervisors who handle supervisor assist calls from all agents, but do not take customer calls. Which statement best describes how you would configure the supervisory assist function for all of the agents?

A. Define a dialed number for each agent team; create a routing script that uses the agent-to-agent node branch to another agent-to-agent node if the primary supervisor is not available.

B. Define a dialed number for each agent skill group; create a routing script that uses the agent-to-agent node.

C. Define a dialed number for each agent skill group; create a routing script that uses the agent-to-agent node; branch to another agent-to-agent node if the primary supervisor is not available.

D. Create a skill group to be used for supervisors; define a dialed number for each agent team; create a routing script that routes the agent to the LAA Select node for the supervisor skill group.

E. Create a skill group to be used for supervisors; define a dialed number for each agent skill group; create a routing script that routes the agent to the LAA Select node for the supervisor skill group.

Answer: D

QUESTION NO:7

Which statement is true about administrative scripts in the Cisco Unified Contact Center Enterprise solution?

A. Administrative scripts can run more than one time per second.

B. Administrative scripts must be associated with a call type.

C. Administrative scripts can use a DB Lookup node.

D. Administrative scripts can use an ICM Gateway node.

Answer: C

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