500-052 Deploying Cisco Unified Contact Center Express Questions and Answers

The Database subsystem enables the Unified CCX applications to obtain information from data sources, which are databases configured to communicate with the Unified CCX system. You can connect the Unified CCX system with enterprise databases such as Microsoft SQL Server, Sybase, Oracle, or IBM DB2. The Database subsystem is available if your system has a license installed for either the Unified IP IVR or Unified CCX Premium product packages. If you are not using Unified CCX applications that require access to databases, you do not need to provision the Database subsystem. References: Cisco Unified Contact Center Express Administration Guide, Release 11.5 (1) - Provision of Additional Subsystems

 Cisco Unified Contact Center Express does not support an embedded Internet browser within the Cisco Agent Desktop. The Cisco Agent Desktop is a legacy desktop application that provides call control and agent state management for Unified CCX agents. The Cisco Agent Desktop does not have an embedded Internet browser, but it can launch an external browser to display web pages or applications. However, the Cisco Agent Desktop is deprecated and replaced by the Cisco Finesse desktop, which is a web-based agent and supervisor desktop that supports an embedded Internet browser. The CiscoFinesse desktop is available for all Unified CCX platform sets, including Standard, Enhanced, and Premium. For more information on the differences between the Cisco Agent Desktop and the Cisco Finesse desktop, see the Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1), Chapter: Cisco Unified CCX Desktop Options, Section: Cisco Agent Desktop and Cisco Finesse Desktop Comparison. References:

• Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1)
• Cisco 500-052 Free Practice Exam & Test Training - ITExams.com

 The Cisco Unified CCX steps that would make an HTTP request are Cache Document and Send Http Response. The Cache Document step sends an HTTP GET request to a specified URL and stores the response in a Document variable. The Send Http Response step sends an HTTP response to the client that initiated the HTTP request. The response can include a status code, headers, cookies, and a body1, pages 2-81 and 2-82. The following steps do not make an HTTP request:

• Create URL Document: This step creates a URL Document variable from a string or a URL. The step does not send or receive any data over the network1, page 2-78.
• Write Document: This step writes a Document variable to a file on the local disk or a network share. The step does not use the HTTP protocol1, page 2-79. References: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.6(2)

The On Exception Goto step can be used to trap runtime script errors and recover gracefully. This step allows the script to handle exceptions that may occur during the execution of the script, such as ContactInactiveException, DatabaseException, or DocumentException. The step specifies the type of exception to catch and the label to jump to when the exception occurs. The label can be any valid label in the script that marks the beginning of a recovery or cleanup section. For example, the script can use the On Exception Goto step to catch a ContactInactiveException and jump to a label that logs the call details and ends the script. This way, the script can avoid looping or crashing when the contact is dropped or disconnected. For more information on how to use the On Exception Goto step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: On Exception Goto Step. References:

• Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 2: Cisco Unified CCX Scripting, Lesson 3: Cisco Unified CCX Scripting Steps, Topic: Exception Handling

The correct answer is B. A variable in the Application Editor that is defined as a parameter means that the value for that variable can be supplied via Application Configuration in Application Administration. This allows the administrator to change the value of the variable without modifying the script. For example, a parameter variable can be used to store the CSQ name, the prompt file name, the holiday schedule, or any other value that might change over time or across applications1.

The other options are not correct because:

• A. The variable can be used to pass data to and from subflows. This is not related to the parameter property of the variable. Any variable can be used to pass data to and from subflows, as long as it is in the scope of the subflow. A subflow is a script that is invoked by another script, and it can have its own parameters that are mapped to the variables of the calling script2.
• C. The value for that variable is defined by the calling application. This is not related to the parameter property of the variable. Any variable can be defined by the calling application, as long as it is passed as an argument to the called application. An application can be called by another application using the Call Subflow step or the Trigger Application step3.
• D. The variable can be used in conditional steps. This is not related to the parameter property of the variable. Any variable can be used in conditional steps, as long as it has a valid data type and value. A conditional step is a step that evaluates an expression and executes one of the branches based on the result.
• E. The variable can be used to pass data to and from VoiceXML applications. This is not related to the parameter property of the variable. Any variable can be used to pass data to and from VoiceXML applications, as long as it is mapped to the VoiceXML session variables. A VoiceXML application is an application that uses VoiceXML documents to provide interactive voice response services.

References: 1: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco : [Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco] : [Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 6: VoiceXML Steps [Cisco Unified Contact Center Express] - Cisco]

A Contact Service Queue (CSQ) is a logical grouping of agents that share similar skills and can handle similar types of contacts. A CSQ is defined by three main fields: the Resource Selection Criteria, the Service Level, and the Overflow CSQ. The Resource Selection Criteria determines how the system selects the most appropriate agent for each contact based on the agent’s competency level and availability. The Service Level defines the percentage of contacts that should be answered within a specified time threshold. The Overflow CSQ specifies another CSQ to which the contacts are redirected when the current CSQ reaches its maximum capacity or when the contacts wait in the queue for too long. These three fields are essential for defining a CSQ in Cisco Unified Contact Center Express Enhanced. The other fields, such as Agent Name, Automatic Work, and CCX Application, are not used in defining a CSQ, but rather in configuring other aspects of the system, such as agent settings, workflow groups, and scripts. References: Cisco Unified Contact Center Express Design Guide, Release 11.0 (1), [Cisco Unified Contact Center Express Administration Guide, Release 11.0 (1)]

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/configuration/guide/UCCX_BK_CECBFBF7_00_cisco-unified-contact-center-express/UCCX_BK_CECBFBF7_00_cisco-unified-contact-center-express_chapter_0100.html

To develop a custom Cisco Unified Intelligence Center report for a Cisco Unified CCX deployment, you need the Cisco Unified Intelligence Center Premium package. This package allows you to create custom reports using the Report Definition tool, which provides access to all the data sources, fields, filters, drilldowns, and formatting options. The Cisco Unified Intelligence Center Standard package only allows you to run predefined reports and make limited modifications, such as changing the layout, adding filters, and scheduling. The Cisco Unified CCX Premium and Enhanced packages do not affect the Cisco Unified Intelligence Center reporting capabilities, as they are related to the Unified CCX features and licenses. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 3: Operate a Cisco Unified Contact Center Express System - Lesson 1: Cisco Unified Intelligence Center Reports - Topic: Cisco Unified Intelligence Center Overview

The Cisco Unified Communications Sizing Tool is a web-based application that helps customers and partners accurately size Cisco Unified Communications hardware, software, and services. The tool can be used to size Cisco Unified CCX by selecting the product family, the deployment model, the reference design, the call volume, the agent count, the features, and the hardware specifications. The tool then generates a report that shows the recommended hardware configuration, the software licenses, the power consumption, the rack space, and the bill of materials for the Cisco Unified CCX solution1, 2 References: Solution Design Guide for Cisco Unified Contact Center Express, Release 11.5 (1), Cisco Sizing tools - Cisco Community

 Cisco Unified CCX Standard license includes the database steps library, which allows the script to access and manipulate data from external databases using SQL queries. The database steps library can be used to create, update, delete, or query records from any JDBC-compliant database, such as Microsoft SQL Server, Oracle, or MySQL. The database steps library can also be used to store session data, such as caller input or agent information, in a database table for later retrieval or reporting. The database steps library is useful for creating dynamic and personalized applications that can interact with external data sources.

The other options are incorrect because they are not included in the Cisco Unified CCX Standard license. The ICM steps library is only available with the Cisco Unified CCX Premium license, and it allows the script to integrate with the Cisco Unified Intelligent Contact Management (ICM) system for routing and reporting purposes. The email steps library is also only available with the Cisco Unified CCX Premium license, and it allows the script to send and receive email messages from customers or agents. The document steps library is available with the Cisco Unified CCX Enhanced or Premium licenses, and it allows the script to read and write documents from the local file system or a remote server using FTP or HTTP protocols. The document steps library can be used to store or retrieve data in XML, CSV, or plain text formats. References := Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) SU3, Chapter 2: Unified CCX Editor Step Reference, Database Steps, page 2-15.

The default eMail address in the eMail Subsystem Configuration page is used as the From address in the Send eMail step if no address is specified. This is useful when you want to send emails from a generic or default address without having to specify it in every Send eMail step. The default eMail address can be configured in the Unified CCX Administration web interface, under Subsystems > eMail > eMail Subsystem Configuration. You can also specify the default eMail address in the script editor, using the Set Default eMail Address step. References := Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 > Module 3: Implementing Cisco Unified Contact Center Express Scripting > Lesson 3: Implementing Basic Scripting Techniques > Topic 3.3: Sending an E-mail Message1

The trace configuration interface is used to configure debug parameters for log files in Cisco Unified Contact Center Express (UCCX). This interface allows the administrator to set the trace level, trace output, and trace file size for different UCCX components and services. The trace configuration interface can be accessed from the UCCX Serviceability web page by selectingTrace > Configuration from the menu. The trace configuration interface also provides the option to view the current trace settings and download the trace files for troubleshooting purposes. References: Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1) SU3 - Cisco Unified CCX Serviceability, Use CLI to Collect Unified Contact Center Express Logs - Cisco

In a Cisco Unified CCX application script, a number is read from an external database. The number must then be played out as part of a prompt. The Cisco Unified CCX Editor step that creates a new prompt that can play out the number is the Create Generated Prompt step12

The Create Generated Prompt step is a media step that allows you to create a prompt from a text or a number. The step uses the Text-to-Speech (TTS) engine or the Number-to-Speech (NTS) engine to generate a voice prompt that can be played to the caller. The step has two tabs: General and Settings. The General tab allows you to specify the input type (text or number), the input value (a variable or a literal), and the output prompt (a variable that stores the generated prompt). The Settings tab allows you to configure the TTS or NTS settings, such as the language, the voice, and the speed12

The other options are not correct:

• Create Container Prompt: The Create Container Prompt step is a media step that allows you to create a prompt from a list of existing prompts. The step concatenates the prompts into a single prompt that can be played to the caller. The step has one tab: General. The General tab allows you to specify the input prompts (a list of variables or literals) and the output prompt (a variable that stores the concatenated prompt)12
• Create Language Prompt: The Create Language Prompt step is a media step that allows you to create a prompt from a language-specific prompt. The step selects the prompt that matches the language of the current session and assigns it to a variable. The step has one tab: General. The General tab allows you to specify the input prompt (a variable or a literal that contains a language-specific prompt) and the output prompt (a variable that stores the selected prompt)12
• Create Conditional Prompt: The Create Conditional Prompt step is a media step that allows you to create a prompt based on a condition. The step evaluates the condition and assigns the corresponding prompt to a variable. The step has two tabs: General and Settings. The General tab allows you to specify the condition (a Boolean expression) and the output prompt (a variable that stores the conditional prompt). The Settings tab allows you to specify the true prompt and the false prompt (variables or literals that contain the prompts for the true and false cases)12

References: 1: Cisco Unified Contact Center Express Scripting and Development Series: Volume 2, Editor Step Reference, Release 10.0(1) - Media Steps [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Getting Started with Scripts, Release 10.0(1) - Creating and Editing Scripts [Cisco Unified Contact Center Express] - Cisco 2

The Cisco Unified CCX Sizing Tool is a web-based tool that allows partners to validate the parameters of a target Cisco Unified CCX configuration, such as the number of inbound agents, the number of inbound and outbound IVR ports, the number of historical reporting users, and so on. The tool also recommends servers based on the validated configuration, which is a prerequisite for the Cisco assessment-to-quality bid assurance process. The tool can be accessed from the Cisco Unified CCX Partner Central1. The tool helps partners to design a Cisco Unified CCX system that meets the customer requirements and avoids oversizing or undersizing the system. References := Cisco Unified CCX Partner Central

Supervisor workflows are a feature of Cisco Finesse that allow supervisors to automate certain actions based on predefined criteria. For example, a supervisor can configure a workflow to send an email notification, play a sound, or launch a web page when a certain condition is met. The criteria that can be used to control supervisor workflows are based on the statistics of the skill groups or queues that the supervisor monitors. One of the criteria that can be used is the duration of the oldest call in queue, which indicates how long the longest waiting call has been in the queue. This criterion can help supervisors identify situations where the service level is not being met or the queue is overloaded, and take appropriate actions to resolve them. The other options, such as the length of time an agent is in the NotReady state, the number of agents logged in, or the number of calls abandoned, are not valid criteria for supervisor workflows. References: Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1) SU2, Cisco Supervisor Desktop

According to the Cisco Finesse Administration Guide, Release 12.0 (1), Finesse supports the following number of phone books:

• 10 global phone books
• 300 team phone books The system supports a total of 50,000 contacts. The total number of contacts per agent across all phone books is limited to 15001. This means that an agent can access up to 1500 contacts from the phone books that are assigned to them. If an agent has more than 1500 contacts, only the first 1500 will be loaded and displayed on the Finesse out of the box phone book gadget2. If a custom gadget is built using the Finesse API, it can show all the contacts by using the range feature of the API and grabbing 1500 increments3. References:
• 1: Cisco Finesse Administration Guide, Release 12.0 (1) - Manage Phone Books [Cisco Finesse] - Cisco(https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1201/Admin/guide/cfin_b_1201-administration-guide-release-1201/cfin_b_1201-administration-guide-release-1201_chapter_0101.html)
• 2: Finesse Phone Book Limitation - Cisco Community(https://community.cisco.com/t5/contact-center/finesse-phone-book-limitation/td-p/3480616)
• 3: Finesse Phone Book Import API and Limitations - Cisco Community(https://community.cisco.com/t5/contact-center/finesse-phone-book-import-api-and-limitations/td-p/3946106)

The Cisco Unified Real-Time Monitoring Tool (RTMT) is a software application that allows you to monitor and troubleshoot Cisco Unified CCX system components in real-time. The RTMT enables you to do the following tasks:

• Plot and view performance data. You can use RTMT to collect and display performance counters that measure the current system status and performance. You can view the data in graphical or tabular format, and set thresholds and alerts for the counters12
• Download log files from Cisco Unified CCX nodes. You can use RTMT to collect and view the trace and log files that are generated by the Cisco Unified CCX components. You can also configure the trace and log settings, such as the file size and rollover conditions12
• Check the number of active calls in the Cisco Unified CCX system. You can use RTMT to monitor the current call statistics, such as the number of active calls, the number of queued calls, the number of handled calls, and the average talk time. You can also view the call distribution and the agent state summary12

The RTMT does not enable you to do the following tasks:

• Monitor the replication status of historical data store. The historical data store (HDS) is a database that stores the historical reports and statistics for Cisco Unified CCX. The replication status of the HDS can be monitored by using the Data Monitor tool in the Cisco Unified CCX Serviceability web interface3
• Monitor the Cisco Unified CCX CTI port status and take corrective action. The CTI ports are the logical connections that allow Cisco Unified CCX to communicate with the Cisco Unified Communications Manager (CUCM) and control the incoming and outgoing calls. The CTI port status can be monitored by using the Cisco Unified CCX Control Center tool in the Cisco Unified CCX Serviceability web interface4
• Monitor the WAN link status. The WAN link status is the network connectivity between the Cisco Unified CCX nodes and other network devices. The WAN link status can be monitored by using the Cisco Unified Serviceability web interface or the Cisco Unified OS Administration web interface5

References: 1: Cisco Unified Real-Time Monitoring Tool Administration Guide, Release 10.0(1) - Getting Started [Cisco Unified Communications Manager IM & Presence Service] - Cisco 1 2: Installing and Configuring the Real-Time Monitoring Tool (RTMT) - Cisco Support 2 3: Cisco Unified Contact Center Express Data Monitor Guide, Release 10.0(1) - Data Monitor Overview [Cisco Unified Contact Center Express] - Cisco 3 4: Cisco Unified Contact Center Express Serviceability Administration Guide, Release 10.0(1) - Cisco Unified CCX Control Center [Cisco Unified Contact Center Express] - Cisco 4 5: Cisco Unified Serviceability Administration Guide, Release 10.0(1) - Cisco Unified Serviceability Overview [Cisco Unified Communications Manager (CallManager)] - Cisco 5 : Cisco Unified Operating System Administration Guide for Cisco Unified Communications Manager, Release 10.0(1) - Network [Cisco Unified Communications Manager (CallManager)] - Cisco

The Control Center on Cisco Unified Contact Center Express Serviceability is the tool that allows you to start, stop, and restart Cisco Unified Contact Center Express services. The Control Center provides a web-based interface to manage the Unified CCX components and subsystems, such as Cisco Unified CM Telephony, Cisco Unified CM Administration, Cisco Unified CCX Engine, Cisco Unified CCX Administration, and so on. You can accessthe Control Center from the Tools menu on the Cisco Unified CCX Serviceability page. From the Control Center, you can perform the following tasks:

• View the status of each service on each node in the cluster.
• Start or stop a service on a specific node or on all nodes in the cluster.
• Restart a service on a specific node or on all nodes in the cluster.
• Activate or deactivate a service on a specific node or on all nodes in the cluster.
• Enable or disable the automatic startup of a service on a specific node or on all nodes in the cluster.
• View the dependencies and dependents of each service.
• View the logs and traces of each service1, pages 2-1 to 2-8. References: Cisco Unified Contact Center Express Serviceability Guide, Release 12.0 (1)

 In a high availability over WAN deployment, the ASR or TTS servers cannot be across the WAN from the active Cisco Unified CCX site. This is because the ASR or TTS servers require a low latency connection to the Unified CCX engine, and the WAN link may introduce delays or packet loss that can affect the quality and performance of the speech recognition or text-to-speech services. Therefore, the ASR or TTS servers must be co-located with the active Unified CCX site, and they must fail over to the standby site if the active site goes down. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson 4: High Availability and Network Design - Topic: Unified CCX High Availability over WAN1

 According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), the two resource selection criteria that are available for a chat Contact Service Queue are longest available and most skilled. These are the criteria that determine how the chat contacts are routed to the available agents in the chat Contact Service Queue. The longest available criterion selects the agent who has been in the ready state for the longest time, regardless of the skill level. The most skilled criterion selects the agent who has the highest skill competency level for the chat Contact Service Queue, regardless of the ready time. These criteria can help to balance the workload and performance of the chat agents, and to match the chat contacts with the most appropriate agents. The other options are not valid resource selection criteria for a chat Contact Service Queue. Least skilled, most handled contacts, and random are not supported for chat routing, as they are not relevant or optimal for chat interactions. References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.3: Agent Web Chat, Page 33

A contact service queue (CSQ) is a logical grouping of agents that share similar skills. In Cisco Unified Contact Center Express, skills are assigned to CSQs, not to individual agents. Agents are associated with resource groups, which are then mapped to CSQs based on the skills required. This allows the system to route calls to the most appropriate CSQ, and then to the most qualified agent within that CSQ. References: UCCXD - Deploying Cisco Unified Contact Center Express v6.0, Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1)

A supervisor who does not have administrative privilege can perform the following Cisco Unified Contact Center Express Application Administration tasks:

• Remove a skill from a CSQ: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A Contact Service Queue (CSQ) is a logical grouping of agents based on their skills. A supervisor can remove a skill from a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to remove a skill from a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.
• Enable automatic work on a CSQ: Automatic work is a feature that allows agents to automatically enter the work state after they finish a call or chat. This prevents the agents from receiving new contacts until they are ready. A supervisor can enable automatic work on a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to enable automatic work on a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.
• Modify the skill competence level of an agent: The skill competence level is a numerical rating that indicates the proficiency of an agent in a certain skill. The skill competence level can range from 1 (lowest) to 10 (highest). A supervisor can modify the skill competence level of an agent by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to modify the skill competence level of an agent, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.

The following tasks cannot be performed by a supervisor who does not have administrative privilege:

• Delete a resource group: A resource group is a collection of agents who share common characteristics, such as location, function, or availability. A resource group can be used to organize agents for reporting and administration purposes. Only an administrator can delete a resource group by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resource Groups. For more information on how to delete a resource group, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resource Groups.
• Create a resource: A resource is an entity that can handle customer contacts, such as an agent, a supervisor, or an IVR port. A resource can be associated with one or more resource groups, teams, and skills. Only an administrator can create a resource by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to create a resource, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.
• Delete a skill: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A skill can be assigned to one or more agents and CSQs. Only an administrator can delete a skill by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Skills. For more information on how to delete a skill, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Skills. References:
• Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]5

The correct answer is C. Only agent phones that are used with the Cisco Finesse agent desktop must be associated to the RmCm application user account. The RmCm application user account is a special user account that is created by Cisco Unified Contact Center Express (UCCX) during the initial setup and is used to control and monitor the agent phones through the Computer Telephony Integration (CTI) interface. The RmCm application user account must have the Standard CTI Enabled and Standard CTI Allow Control of Phones supporting Connected Xfer and conf user roles, and must have the agent phones associated as controlled devices. This allows the UCCX to perform actions such as logging in and out agents, changing agent states, making and receiving calls, transferring and conferencing calls, and sending and receiving enterprise data1.

The other options are not correct because:

• A. All phones must be associated to the RmCm application user account. This is false because not all phones need to be controlled and monitored by UCCX. Only the phones that are used by the agents who log in to the Cisco Finesse agent desktop need to be associated to the RmCm application user account. Other phones, such as supervisor phones, IVR phones, or non-UCCX phones, do not need to be associated to the RmCm application user account2.
• B. None, because that user account is not used for phone association. This is false because the RmCm application user account is used for phone association. The RmCm applicationuser account is the user account that UCCX uses to communicate with the Cisco Unified Communications Manager (CUCM) and control the agent phones. Without phone association, the RmCm application user account cannot perform the CTI functions that are required for the UCCX features1.
• D. Only Cisco Finesse IPPA phones must be associated to the RmCm application user account. This is false because Cisco Finesse IPPA phones are not supported by UCCX. Cisco Finesse IPPA is a feature that allows agents to use the Cisco IP Phone Agent (IPPA) service to log in to the Cisco Finesse server and access the Cisco Finesse agent desktop features. However, this feature is only available for Cisco Unified Contact Center Enterprise (UCCE), not for UCCX. UCCX agents can only use the Cisco Finesse agent desktop web interface or the Cisco Agent Desktop (CAD) application to log in and access the UCCX features3.

References: 1: Cisco Unified Contact Center Express Administration Guide, Release 12.5(1) - Cisco Applications Configuration [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 3: Cisco Finesse Installation and Upgrade Guide, Release 12.5(1) - Cisco Finesse IPPA [Cisco Finesse] - Cisco

No information is readable to Cisco Collaboration Software in the cloud. Cisco Collaboration Software uses end-to-end encryption to protect the data and privacy of its users. End-to-end encryption means that the data is encrypted at the source device and decrypted only at the destination device. No one, including Cisco, can access or read the data while it is in transit or at rest in the cloud. Cisco Collaboration Software uses strong encryption algorithms and keys that are generated and managed by the users themselves12

References: 1: Cisco Collaboration Security - Cisco 1 2: Cisco Webex Security White Paper - Cisco 2

According to the Cisco Unified Contact Center Express 12.5 Data Sheet1, the maximum number of concurrent chat agents supported by Cisco Unified CCX is 70, regardless of the number of licensed seats. This means that if 70 agents log in as chat agents via an independent browser, they will consume 70 chat agent seats out of the 120 agent seats licensed for the Cisco Unified CCX deployment. The remaining 50 agent seats can be used for voice agents who log in via Cisco Agent Desktop. Therefore, the answer is A. 50. References := Cisco Unified Contact Center Express 12.5 Data Sheet, page 4.