500-443 Advanced Administration and Reporting of Contact Center Enterprise (CCEAAR) Questions and Answers

The private network in UCCE/PCCE provides a dedicated communication channel between the duplexed components, such as Logger, Router, and PG, and keeps each side of the duplex pair in sync. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 20

The number of roles that are available to be assigned to a CUIC user is seven. They are: Administrator, Report Designer, Report Definition Designer, Value List Collection Designer, Dashboard Designer, User Group Manager, and User. References = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 9

B Agent PG/CTIServer is one of the components that help notify the CCE Router about the new status of an agent when it turns Ready, as it sends a Peripheral Monitor Message (PMM) with agent state information to the Router. E Finesse is another component that help notify the CCE Router about the new status of an agent when it turns Ready, as it sends an HTTP request with agent state information to the CTIServer. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 10; [Cisco Finesse Administration Guide Release 12.5(1)], page 11

drfSchedule.xml is one of the XML files that will be backed up when the Disaster Recovery System performs a cluster-level backup, as it contains the information about the backup schedules. E drfSystem.xml is another XML file that will be backed up when the Disaster Recovery System performs a cluster-level backup, as it contains the information about the system components and their dependencies. References = [Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.5(1)], page 37

The first step for CCE to dynamically allocate a label is an agent needs to log in, as this triggers the Agent PG to send a label request message to the Router. The Router then assigns a label from the available pool and sends it back to the Agent PG. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 13

According to the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2), dynamic labels are expressions that the CallRouter processes in real time, converting an expression into a character string that is then returned to the routing client as a label1. Dynamic labels are useful for routing calls to agents based on their current location, availability, or skill level. For CCE to dynamically allocate a label, an agent needs to log in and register with the system, so that the CallRouter can access the agent’s information and use it in the dynamic label expression1. The other options are not correct, because they are not related to dynamic label allocation. The WB ermine service is a web service that provides access to the configuration data of the system2. The Dialer is a component that enables outbound dialing campaigns3. The CVP Call service is a service that handles call control and voice processing for calls that use Unified CVP3.

References:

1: Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0 (1)

2: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0 (1)

3: Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2) - Dynamic Labels

A Call Type is mapped to a Routing Client, which is a logical representation of a device that can receive and process routing requests from the CCE system. References = Advanced Administration and Reporting of Contact Center Enterprise (CCEAAR), page 2

According to the Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0 (1), a Post Call Survey is triggered by the hang-up event from the last agent1. When the agent hangs up, the call routing script launches a survey script. The value of the expanded call variable user.microapp.isPostCallSurvey controls whether the call is transferred to the Post Call Survey number. If user.microapp.isPostCallSurvey is set to y (the implied default), the call is transferred to the mapped post call survey number. If user.microapp.isPostCallSurvey is set to n, the call ends1. Therefore, to invoke the Post Call Survey successfully, the routing script logic should direct the call to the Post Call Survey dialed number after the agent disconnects from the caller. The other options are not correct, because they either do not involve an agent interaction or do not set the user.microapp.isPostCallSurvey variable correctly.

ECC Variables where Custom payloads are added and new ECC Variables must be manually assigned to the appropriate payload is one of the options to manage payloads in PCCE 12k. E A default payload is created during the installation is another option to manage payloads in PCCE 12k. References = [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 24

A One of the roles that CUIC plays in UCCE/PCCE is a web-based reporting platform, as it provides a browser-based interface for creating, viewing, and managing reports and dashboards. B Another role that CUIC plays in UCCE/PCCE is real-time data reporting, as it provides live data streaming from various data sources for monitoring and analysis. References = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 8

 D One of the stock or customized views that are available for the CUIC reports is Pie Chart View, as it displays data in a circular graph divided into slices proportional to the values. E Another stock or customized view that are available for the CUIC reports is Bar Chart View, as it displays data in horizontal or vertical bars with lengths proportional to the values. References = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 13

CVP Call/VXML Server is one of the core components of PCCE, as it provides voice response applications that can interact with callers, collect information, and queue calls for treatment by agents or other destinations. B Agent PG A and B side are another core components of PCCE, as they provide communication between CUCM and UCCE/PCCE components, such as Router, Logger, and CVP. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 9; Administering Advanced Cisco Contact Center Enterprise (CCEAA), page 3

C One of the requirements for MTP configuration in Mobile Agent is that CTI ports use out of band DTMF, and SIP trunks use RFC2833 in-band DTMF, as this allows CVP to receive and process DTMF signals from different sources. D Another requirement for MTP configuration in Mobile Agent is thatMTP resource is required to convert mobile agent out of band and CVP in-band signaling, as this enables CVP to communicate with mobile agent phones using different protocols. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 95; [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 28

D One of the use cases of the PCCE Bulk Import Tool is to create multiple new Agents, as it allows the administrator to import agent data from a CSV file and assign them to teams and skill groups. E Another use case of the PCCE Bulk Import Tool is to change Agent Skill Groups between shifts, as it allows the administrator to update agent skill group associations based on different schedules and requirements. References = [Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.5(1)], page 109