Cisco 500-442 Practice Test - Questions Answers, Page 4
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In a contact center, agents must select the Reason Code when they go to the "Not Ready" state.
Which configuration by an administrator in Agent Desk Settings allows this action?
Wrap-up on Incoming, set to Required
Enable "Require Logout Reason"
Enable "Require Idle Reason"
Wrap-up on Outgoing, set to Required
In Finesse, how are different gadgets enabled for specific team members?
Ask an administrator to configure the team with a custom layout.
Only the same type and configuration of gadgets are supported for all users.
Ask the agent to add the gadget to his desktop after launching Finesse.
Ask the supervisor to add the gadget to the agents desktop.
Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)
ICM script
Skill Targets
Network VRU
Call type
Media routing domain
Which server holds the .wav files on a UCCE environment?
VXMLGW
CVP reporting server
ICM Router
Media Server
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?
ICM responds to the Route Request by running a Routing Script.
CVP delivers a Route Request to the ICM Central Controller.
CVP establishes an HTTP link with the VVB (or IOS VXML Gateway), establishing the IVR Leg of thecall.
Using a configured Dial Peer, the Ingress Gateway delivers a SIP invite message to the CVP server.
Which two components are needed to setup RONA? (Choose two.)
Agent Permission levels
Call Routing Logic
System timers
Skill Target Configuration
Attribute settings
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?
ICM sends an Agent Label, which prompts a command to CVP.
ICM responds to the Route Request by running a Routing Script.
ICM responds to the Route Request by running an Administrative Script.
ICM sends a VRU Label, which prompts a command to CVP
Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)
access a database and provide the caller with all the needed information to complete the transaction (Self Service)
TCP/IP connections through the network
reporting
heartbeat mechanism between Contact Center components
caller defines the reason for the call from several menu options
What is the suggested mechanism to offer coaching to agents by supervisors?
TeamMessage
Desktop chat
Whisper coaching
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