Unified Communications Contact Center Express Implementation

Transcription

1 Unified Communications Contact Center Express Implementation Number: Passing Score: 800 Time Limit: 120 min File Version: Cisco Unified Communications Contact Center Express Implementation Version: 5.0

2 Exam A QUESTION 1 What happens if all CTI ports for the configured CTI Port Group are busy when a new call arrives? A. CallManager will forward the call to the directory number configured for forward-on busy for this CTI Route Point in CallManager. B. Caller will receive ringing treatment. C. An exception is raised, but the call is accepted and processed. D. Caller will receive network busy treatment. E. CallManager will forward the caller to the directory number configured in IPCC Express for overflow. QUESTION 2 Which agent will be selected when the Resource Selection Criteria is set to circular routing? A. the next available agent, based on the last agent selected and the agent order in the Resources list B. the agent who has been in the Available state for the longest amount of time C. the next available agent with the highest priority, as determined by the agent order in the Resources list D. the agent assigned to the selected Resource Group and is thus qualified to be selected QUESTION 3 Which two Customer Response Solution deployment scenarios are valid for Cisco Unified Communications? (Choose two.) A. Contact Center Express communication with ICM via a co-resident PG B. Contact Center Express using the Enterprise CTI-OS toolkit C. IP IVR integrating with the Enterprise version to function as a queue point and self-service platform D. Contact Center Express communicating with ICM via a standalone PG on an expansion server E. Contact Center Express using the Enterprise Outbound option C QUESTION 4 In CRS Administration, what is created on the Communications Manager when you add a Unified CM Telephony group?

3 A. CRS CTI Route Point B. CTI Ports C. CRS Call Control Group D. Communications Manager Call Control Group QUESTION 5 Which interface is used to configuration debug parameter for log files? A. Data store control center B. Alarm and Trace Configuration C. System parameter D. Control center QUESTION 6 What is the main function of the CRS Editor? A. remotely manages the LDAP Directory B. creates CRS Engine reports C. creates application scripts for call flows D. manages the CRS Server QUESTION 7 In Cisco Unified Contact Center Express, where is wrap-up data enabled? A. in CSQ configuration on Application Administration B. in workflow groups on Cisco Desktop Administrator

4 C. in the Cisco Supervisor Desktop D. in resource configuration on Application Administration QUESTION 8 Refer to the exhibit. What is the purpose of the Repair button in the Cisco Unified Contact Center Express 5.0 Installation Wizard? A. repair the Cisco Unified Communications Manager cluster associated with this Cisco CRS system B. remove a version of Cisco CRS that the user had attempted but failed to remove previously C. recover a Cisco CRS system D. reinstall the same version of Cisco CRS on top of the currently installed version QUESTION 9 What is a benefit of using sub flows? A. creates a framework for CRS Server status reporting B. decreases latency through increased bandwidth on CRS Server C. collects information about callers to agents D. decreases the amount of flows E. provides more efficient management of flows that are called by multiple other flows Correct Answer: E

5 QUESTION 10 In the CRS Application Editor, where do you start the debugger? A. Toolbar B. Step palette C. Variable window D. Design window QUESTION 11 How many license should be bought total user 250,150 logged,30 agent to answer outbound calls,20 agents able to answer end? A. 150 B. 180 C. 200 D. 250 QUESTION 12 What formula do you use to calculate the number of Voice Gateway ports? A. Erlang B B. Erlang A C. Erlang C D. IVR ports + agent phones QUESTION 13 What does it mean for a variable in the Application Editor to be defined as a parameter? A. The variable can be used to pass data to and from VoiceXML applications.

6 B. The variable can be used in conditional steps. C. The value for that variable can be supplied via Application Configuration in Application Administration. D. The variable can be used to pass data to and from subflows. E. The value for that variable is defined by the calling application. Correct Answer: E QUESTION 14 Which deployment option is invalid for Cisco Unified Contact Center Express v. 5.0? A. a two-node Contact Center Express cluster connected to a Communications Manager cluster B. two Contact Center Express clusters, each with two nodes, connected to the same Communications Manager cluster C. a one-node Contact Center Express cluster connected to two Communication Manager clusters D. a one-node Contact Center Express cluster connected to a Communication Manager Express router QUESTION 15 Which step library is included in the license for Cisco Unified CCX Standard? A. ICM steps B. steps C. database steps D. document steps Correct Answer: D QUESTION 16 An Cisco Unified Contact Center Express 4.0 deployment requires support for 20 concurrently logged-in agents. The agents are split across two remote sites, and the high-availability Cisco CRS Engine, Database Server, 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. Assume the minimum number of servers is desired. How many Cisco Unified Contact Center Express hardware servers would be required for this Cisco Unified Contact Center Express deployment? A. 5 B. 2 C. 1

7 D. 3 E. 4 QUESTION 17 A Cisco Unified Contact Center Express deployment must have the following characteristics: High Availability Cisco Unified Contact Center Express 4.0 two remote sites agent pool split evenly between both sites 3 concurrent supervisors 20 concurrent agents agents using Cisco IP Phone Agent and Citrix terminals silent monitoring and recording in use no historical reporting during call center open hours What is the minimum number of servers needed to support this configuration? A. six servers B. five servers C. three servers D. two servers E. the answer depends on where the supervisors are located F. four servers Correct Answer: F QUESTION 18 Which feature is added when upgrading from the Enhanced to Premium Cisco Unified Contact Center Express? A. keystroke macros B. HTTP-based trigger C. a wrap-up timer D. agent-to-agent text chatting E. supervisory recording QUESTION 19

8 Which action blocks further inbound and preview outbound calls when an agent is presented with a preview outbound call? A. Reject-close B. Cancel Reservation C. Skip D. Reject QUESTION 20 Which step is designed to prompt a user to press or say a single-digit number to perform a specific function? A. Get Call Contact Info B. Menu C. Extended Get Digit String D. Get Digit String QUESTION 21 What issues notification messages for CRS engine errors? A. CDP B. syslog C. SNMP Trap D. Alarm QUESTION 22 For which Cisco Unified Contact Center Express 5.0 packages is the preview outbound dialer available? A. Enhanced and Premium Cisco Unified Communications Manager and Unified Communications Manager Express packages B. Premium Cisco Unified Communications Manager Express packages C. Enhanced and Premium Cisco Unified Communications Manager packages D. Premium Cisco Unified Communications Manager packages Correct Answer: D

9 QUESTION 23 If an existing script is uploaded to the CRS, what does it ask? A. Do you want to save the application? B. Do you want to refresh the script? C. Do you want to debug the script? D. Do you want to return to Script Management? QUESTION 24 Which three are steps in adding a CRS application? (Choose three.) A. configure default session timeout B. create a trigger C. restart the CRS engine D. upload script to repository E. create an application DE QUESTION 25 What tool is used to estimate the hardware server resources required for an IPCC Express deployment? A. CRS Applications Administration B. Configuration and Ordering Tool C. IPC Resource Calculator D. CTI Port Calculator QUESTION 26 What is the maximum number of agents supported on a Cisco Unified Communications Manager Express deployment?

10 A. 10 agents B. 50 agents C. 300 agents D. 100 agents QUESTION 27 What types of orders are exempt from using the IPCC Express Configuration and Ordering Tool? A. orders with less than five seats B. orders for upgrading from standard C. orders for adding more seats D. all orders require using the IPCC Express Configuration and Ordering Tool E. orders for coresident deployments Correct Answer: D QUESTION 28 Which criterion can be used to control supervisor workflows? A. number of calls abandoned B. number of agents logged in C. average talk duration D. duration of oldest call in queue Correct Answer: D QUESTION 29 Which feature is available on Cisco Unified Contact Center Express with Cisco Unified Communications Manager Express deployments? A. barge-in on Cisco Supervisor Desktop B. preview outbound dialer C. high availability D. wrap-up data Correct Answer: D

11 QUESTION 30 What can help expose problems with script logic or validity by simulating the execution of a script? A. script refresh B. script validation C. debug session D. Alarm and Trace Configuration QUESTION 31 During runtime, when a valid SQL Query in a DB Read step returns 0 rows, which branch of the step will be executed? A. Connection Not Available B. SQL Error C. Successful D. Timeout QUESTION 32 Where are users managed and their data stored in Cisco Unified Communications Manager Express? A. in Communications Manager Express with user data stored in the Communications Manager Express database B. in Application Administration with user data stored in the Communications Manager Express database C. in Application Administration with user data stored in the Cisco Unified Contact Center Express database D. in Communications Manager Express with user data stored in the Cisco Unified Contact Center Express database QUESTION 33 Which interface is used to configure debug parameters for log files?

12 A. Control Center B. Custom File Configuration C. Datastore Control Center D. Alarm and Trace Configuration QUESTION 34 The CRS Installer is used to perform which functions? (Choose three.) A. back up CRS data B. activate CRS components C. repair a CRS installation D. remove a CRS installation (uninstall) E. back up CallManager data F. install CRS software DF QUESTION 35 What should you set the Client Configuration to when configuring the ODBC Data Source for the Database Subsystem? A. Multiprotocol B. Named Pipes C. TCP/IP D. NWLink IPX/SPX QUESTION 36 You are designing a Cisco Unified Contact Center Express system with three requirements: 250 configured agents 150 agents maximum logged in at any given time 30 agents able to make outbound calls How many seats should be purchased? A. 120 seats with 30 outbound seats B. 150 seats with 30 outbound seats C. 180 seats with 30 outbound seats D. 250 seats with 30 outbound seats

13 QUESTION 37 Which two releases require physical media to be ordered and received prior to patching or upgrading Cisco Unified Contact Center Express? (Choose two.) A. Major Release B. Minor Release C. Engineering Special D. Service Release E. Maintenance Release B QUESTION 38 Where are CTI route points added or configured for Cisco Unified Contact Center Express? A. Cisco Unified Contact Center Express Media Subsystem B. Cisco Unified CallManager Device Configuration C. Cisco Unified Contact Center Express Directory Management D. Cisco Supervisor Desktop E. Cisco CRS Administration, JTAPI Trigger Creation Correct Answer: E QUESTION 39 Which three components are installed from the Cisco CRS Installer media? (Choose three.) A. iplanet Web Server B. Cisco CRS Engine C. Cisco Recording D. Cisco IP Telephony Windows 2000 Server OS E. Cisco Unified CallManager F. MS SQL Server CF

14 QUESTION 40 By which ways does remote monitoring allow the monitored call to be selected? (Choose two.) A. by CSQ ID B. by Agent Name C. by agent extension D. by application ID E. by media group ID C QUESTION 41 In addition to writing information to a trace file, the Cisco CRS System sends standard event logging messages to a syslog server through which service? A. SNMP Trap B. Win32 C. Alarm D. CDP QUESTION 42 What formula do you use to calculate the number of agents in a Call Center? A. Erlang C B. VG ports + IVR ports C. AHT * BHCA D. Erlang B QUESTION 43 What is the maximum number of CTI ports supported by a Cisco Unified Contact Center Express 7.0 Standard deployment? A. 300

15 B. varies based on the number of expansion servers C. varies based on the number of configured applications D. 150 E. 200 QUESTION 44 How many languages can be installed for the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD)? A. two languages for the CAD and one language for the CSD "Pass Any Exam. Any Time." B. two languages for both the CAD and the CSD C. one language for both the CAD and the CSD D. one language for the CAD and a different language for the CSD QUESTION 45 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 agent's personal line to the customer D. a CTI port to the agent, then redirected to the customer QUESTION 46 Which interface do the Cisco Unified Communications Manager and Cisco Unified CCX use for call control? A. AXL B. HTTP C. LDAP D. JTAPI Correct Answer: D

16 QUESTION 47 Which two tasks must an administrator perform on Cisco desktop admin to support presence? A. Assign contact list to a CSQ B. Assign contact list to workflow C. Assign an SME to a contact list D. Assign a contact list to a skill E. Assign and sort to a CSQ C QUESTION 48 Which of the following is not a CRS Telephony or Media Subsystem? A. Cisco Media B. JTAPI C. VXML D. MRCP ASR QUESTION 49 You have just successfully added a JTAPI trigger in CRS Administration. Which two items are automatically configured on your CallManager? A. CTI dialogue control port B. CTI Route Point C. Dialogue group D. CTI Route Point association with JTAPI user D QUESTION 50 Which two features are added when upgrading from IPCC Express Standard to Enhanced? (Choose two.) A. Agent Routing

17 B. Historical Reporting C. Conditional Routing D. Prioritized Queueing D QUESTION 51 Which statement is true about the default script field when adding an application? A. When a caller does not enter a choice in a Menu step, it will execute the default script. B. Any problems running the configured script will cause the default script to be executed. C. When the caller enters a digit in the Menu steps that is not defined, the default script will be executed. D. When the caller enters a digit that is not checked in the filter of the Get Digit String step, the default script will be executed. QUESTION 52 Which step can be used to trap runtime script errors and recover gracefully? A. set B. call subflow C. on exception goto D. get reporting statistic QUESTION 53 Presence integration is a cisco unified CC feature available in which of these packages? A. premium, enhanced, and standard B. premium only C. premium with high availablility only D. premium and enhanced

18 QUESTION 54 Which step would you use to get information about the number of contacts currently in queue? A. get contact info B. get session info C. get call contact info D. get reporting statistics Correct Answer: D QUESTION 55 Which three tasks are supported by the cisco supervisor desktop? A. push a web page to an agent's cisco agent desktop B. chat with a agent C. log in an agent D. change an agent's state to ready E. send an to an agent BD QUESTION 56 A preview out bound dialer uses which source and destination resources? A. A CTI port to the customer B. ACD line of the agent to the customer C. the personal line of the agent to the customer D. a CTI port agent then redirected to the customer Correct Answer: D QUESTION 57 The Cisco CRS Server must be configured to communicate and interoperate with Cisco Call Manager. Which two must be configered on the Cisco CRS Server? (Choose two) A. Repository Manager to load applications B. JTAPI subsystem with the CTI port group

19 C. Database subsystem communication with LDAP directory. D. JTAPI subsystem with the user created in Cisco Call Manager. D QUESTION 58 In the Cisco IP Telephony architecture, what is the purpose of the Cisco Call Manager? A. Connects the enterprise IP Telephone network to the PSTN. B. Stores configuration infromartion and application scripts for CRS. C. Provides basic services for Voice over IP, and manages gateways. D. Allows designers to create, modify and debug CRS Application scripts. QUESTION 59 Which two components are installed from the CRS Installer CD? (Choose two) A. Serviceability B. Language Pack C. MS SQL Server D. iplanet WEb Server E. Windows 2000 Server OS B QUESTION 60 Once an is sent by the CRS application, the call is kept wait until... A....a transaction timeout occurs B....a config wait time is reach C....the message is accept by the server

20 D.... the receptian acknowledges receipt of the C QUESTION 61 Which step must be executed before a DB Get step? A. Accept B. DB Read C. DB Write D. DB Release After getting data from a database, releasing the dedicated resources is needed. QUESTION 62 What two things happen when the CRS Publisher Database on an HRDB expansion server fails? A. All call processign immediately begins using the CRS Subscriber Database. B. Calls in the queue are dropped C. Agent calls are dropped. D. CRS conffiguration changes are blocked until the CRS Publisher Database is restored and syncronized with the CRS Subscriber Database D QUESTION 63 Which one is the Enhanced premium on cc express? A. HTTP-based trigger B. Wrap-up time C. Keystroke macros D. Supervisor recording E. Agent to agent text chatting

21 QUESTION 64 The Call Redirect step sends a caller to a device that does not answer. Which branch of the step is executed? A. Busy B. Invalid C. Successful D. Unsuccessful Correct Answer: D QUESTION 65 A customer with IPCC Express Standard reports that a script using the Database steps is not working. What is the most likely root cause? A. The script probably has an error in the DSN configuration. B. IPCC Express Standard is not licensed for Database steps. C. The script probably has an error in the query string. D. There is probably an interoperability problem between IPCC Express and the database. QUESTION 66 How does the CRS Server know that it has received an ASR-enabled contact? A. The workflow has ASR steps in it. B. The contact is on an ASR Dialogue Group channel. C. The contact is on a JTAPI Call Control Group channel. D. The contact is on a Cisco Media Dialogue Group channel. QUESTION 67 Which branch of the step is performed when the Call Redirect step sends a caller to a device not existing in the CallManager? A. Successful B. Invalid C. Unsuccessful

22 D. Busy QUESTION 68 What happens when the CRS Engine fails in a High-Availability CRS deployment? A. All activities fail over without any loss of data or dropping any calls. B. All current agent calls are dropped. C. All callers on active CTI ports are dropped. D. The standby CRS Engine starts, processing new calls immediately. QUESTION 69 Which step must be executed before an can be sent? A. Send B. Attach C. Create D. Delete QUESTION 70 What CRS Server configuration enabled the CRS Server to fail over to a secondary Call Manager when the primary Call Manager fails? A. The LDAP Directory must have a secondary profile configured B. No special configuration is required. Call Manager maintains the failover. C. There must be a second JTAPI user configured with an alternative range of CTI ports. D. the CRS Server's JTAPI Provider must be configured with secondary Call Manager's IP address following the primaries.

23 QUESTION 71 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 QUESTION 72 Which tool is used to size Cisco Unified CCX? A. Analysis Manager B. Cisco Unified Communications Sizing Tool C. Expert Advisor D. Cisco Unified Real-Time Monitoring Tool QUESTION 73 Which three of the following tasks can be performed using Cisco Unified Real-Time Monitoring Tool? (Choose three) A. collect trace files B. stop and start Cisco Unified CCX services C. view syslog messages D. perform backup and restore functions E. monitor the health of the Cisco Unified CCX system CE QUESTION 74

24 Which tool protects Cisco Unified Contact Center Express against worms, day-zero viruses, and other intermediate security threats? A. Microsoft SQL Server 2000 B. Microsoft management Console C. Cisco Security Agent D. Quality Manager QUESTION 75 Which three statements describe the importing of contacts into a Cisco Unified Contact Center Express campaign? A. Phone1 is the only mandatory field. B. Up to three custom fields can be added. C. List filtering for "Do Not Call" is unsupported. D. When records have matching phone numbers, only one record is created. E. Imports can be automatically executed on a weekly basis. CD QUESTION 76 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 s How many premium seats should be purchased? A. 150 seats B. 180 seats C. 200 seats D. 250 seats QUESTION 77 Which of the following is not an input that is required when you install Cisco Unified CCX?

25 A. application username B. platform administrator username C. IP address D. default language E. time zone Correct Answer: D QUESTION 78 An organization wants to collect an account number from a customer via IVR prompting. Then, using a keystroke macro, the customer wants to insert the account number into the account number field in the agentatms CRM desktop application. The keystroke macro will also initiate the CRM desktop application, executing a database lookup from the CRM Database server to retrieve the customer record. Assuming the organization wants the lowest cost solution, what product does this organization need for this capability? A. Cisco Unified CCX Standard B. Cisco Unified CCX Enhanced C. Cisco Unified CCX Premium D. Cisco Unified CCX Enterprise E. Cisco Unified IP IVR QUESTION 79 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 80 In the Expression Editor panel of Cisco Unified CCX Script Editor, what are three reasons to use the Java tab? (Choose three.) A. to invoke a specified method of a custom Java class

26 B. to reference a variable of a custom Java Object C. to pass variables between two different workflows D. to create an object for the purpose of executing methods on a remote computer E. to get a reference to the Contact and Session states F. to allow for arguments to be passed to a specified method BF QUESTION 81 Where can you start, stop, and restart Cisco unified Contact Center Express services? A. Control Center on Cisco Unified Contact Center Express Serviceability B. System page on Cisco Unified Contact Center Express Administrator C. Cisco Desktop Administrator D. Cisco Unified Communications Operating System Administrator QUESTION 82 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 QUESTION 83 In Cisco unified ccx, where is wrap-up data enabled? A. In the Cisco supervisor desktop B. In csq configuration on application administrator C. On work flow groups on Cisco desktop work flow adm D. In resource configuration or app adm

27 QUESTION 84 If an existing script is uploaded to the Cisco Unified CCX, what does Cisco Unified CCX ask? A. Do you want to debug the script? B. Do you want to refresh the script? C. Do you want to save the application? D. Do you want to validate the script? QUESTION 85 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 automate work on a CSQ. D. Modify the skill competence level of an agent E. Create a resource F. Delete a skill CD QUESTION 86 Which two items are auto installed on the Cisco ccx server by the Cisco unified contact center installer? A. IVR prompt B. Cisco agent desktop C. Cisco desktop work flow adm D. Cisco unified communication manager E. Work flow management C QUESTION 87 Which three features are included in Cisco Unified Contact Center Express Supervisor Desktop? (Choose

28 three) A. graphical reports B. dockable windows C. access to chat logs D. URL push to agents E. send an to an agent F. send a call in queue to a specific agent BD QUESTION 88 Which subsystem handles connection between CCX and enterprise database? A. Media B. JTAPI C. Database D. Application QUESTION 89 Which two items are automatically installed on the Cisco Unified CCX server by the Cisco Unified Contact Center Egress Installer? (Choose two) A. IVR System Prompts B. Cisco Supervisor Desktop C. Unified Communications Operating System D. Cisco Unified Communications Manager E. Workforce Management F. Desktop Work Flow Administor F QUESTION 90 The Cisco Unified CCX license MAC is generated based on which three items? (Choose three) A. Hostname

29 B. IP address C. gateway address D. physical MAC E. Cisco Unified CCX version BC Topic 2, Volume B QUESTION 91 Which tool is used to estimate the hardware server resources that are required for a Cisco Unified CCX deployment? A. IPC Resource Calculator B. CT1 Port Calculator C. Cisco Unified Communications Sizing Tool D. Cisco Unified CCX Applications Administration QUESTION 92 If DB Get is done after a DB read that return 0 row, which branch of the DB Get step will be executed? A. no data B. time out C. SQL error D. Successful QUESTION 93 In the Cisco IP Telephone architecture, what is the purpose of the Gateway? A. Connects the enterprise IP Telephony network to the PSTN. B. Stores configuration information and application scripts for the CRS. C. Provides basic services fro Voice over IP and manages gateways. D. Allows designers to create, modify, and debug CRS Application scripts.

30 QUESTION 94 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\ QUESTION 95 Agent is a Cisco Unified CCX feature available in which of these packages? A. Premium enhanced, standard B. Premium C. Premium & std D. Premium and enhanced QUESTION 96 What is the maximum number of concurrent s an agent can have? A. 1 B. 2 s C. 5 s D. 10 s QUESTION 97 How do you remove a phantom call (sometimes also referred to as ghost call) that is stuck in queue in the CSQ real-time report? A. log out all agents

31 B. restart the browser-based real-time reporting client C. select the phantom call from the list of waiting contacts and select clear contact from the tools menu D. reset the real-time reports QUESTION 98 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 99 Which three tasks can an agent perform using ? A. save the response as a draft B. send the response to the supervisor for review C. transfer the to another CSQ D. transfer the to another agent E. delete the F. mark the as junk BC QUESTION 100 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

32 QUESTION 101 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 phone C. configure a second cisco unified communications manager telephone user with an alternate range of CTI ports D. configure the telephone provide with a primary and secondary cisco unified communications manager IP address Correct Answer: D QUESTION 102 Which three tasks can an agent perform on the cisco agent desktop? A. chat with an SME B. send an to an SME C. send enterprise data to an SME D. transfer a call to an SME E. see the ACD state of an SME CD QUESTION 103 Which two features are added when upgrading from Cisco unified CCX standard to enhanced? A. agent routing B. historical reporting C. conditional routing D. priority queuing D

33 QUESTION 104 Which two are possible root causes for the application subsystem going into partial service status? (Choose two) A. Cisco unified communications manager telephone provider problem B. CTI route point problem C. CTI port group problem D. script problem E. system deadlock problem Correct Answer: DE QUESTION 105 In a cisco unified contact center express deployment with cisco unified communications manager express. Which feature is able on the cisco agent desktop? A. recording B. monitoring C. embedded browser D. call-control buttons QUESTION 106 Select a statement about the Call subflow step that is not true A. a subflow can access all vanables in the calling script B. when the call subflow step executes. you can transfer values of variables from the calling flow to the subflow C. after the call subflow step exrcutes. you can transfer values of variables from the subflow to the calling flow D. the same subflow can be invoked from different scripts QUESTION 107 Which two items are automatically installed on the Cisco unified CCX server by the Cisco unified contact center express installer?(choose two) A. IVR system prompts B. Cisco agent desktop C. Cisco desktop work flow administrator

34 D. Unified Communications Operating System E. workforce management D QUESTION 108 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 QUESTION 109 Which of these mail stores supported by agent ? A. Yahoo mail B. Lotus Notes C. Microsoft Exchange D. gmail QUESTION 110 Which three tasks are supported by the Cisco unified CCX editor? (Choose three) A. perform reactive debugging without connecting to the Cisco unified CCX cluster B. save a script in repository C. insert breakpoints in a script D. create final variables E. export a script to XML format CE

35 QUESTION 111 Which three components can or will be installed from the Cisco Unified CCX installer media? (Choose three) A. iplanet web server B. Cisco Unified CCX engine C. Cisco IP telephony windows 2003 server OS D. Cisco unified communications manager E. recording component F. MS SQL server EF QUESTION 112 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 QUESTION 113 What is a benefit of using subflows? A. decreases the amount of flows B. collects information about callers to agents C. creates a framework for CRS Server status reporting D. decreases latency through increased bandwidth on CRS Server E. provide more efficient management of flows that are called by multiple other flows Correct Answer: E QUESTION 114 In a high availability scenario, what is the longest expected downtime for a Cisco Agent Desktop failover?

36 A. 30 seconds B. 45 seconds C. 10 seconds D. 60 seconds Correct Answer: D QUESTION 115 CiscoWorks IP Telephony Environment Monitor (ITEM) provides what two serviceability capabilities? (Choose two.) A. Monitoring of Cisco voice elements B. Diagnostic trace tools to analyze connectivity C. Problem alerts for operations personnel D. User Tracking to track IP telephones E. Tool to collect syslog messages from multiple sources C QUESTION 116 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. Configure LDAP with a secondary profile. B. Configure a second Cisco Unified Communications Manager telephony user with an alternate range of CTI ports. C. Configure the telephony provider with a primary and secondary Cisco Unified Communications Manager IP address. D. No special configuration is needed. QUESTION 117 How is the default address in the Subsystem Configuration page used? A. It receives all mail sent in the Send step as a bcc. B. It is used if no contact is specified in the Create step. C. It becomes the From address in the Send step if no address is specified. D. It automatically receives alarms generated by the Cisco CRS Server.

37 QUESTION 118 An organization wants to collect an account number from a customer via IVR prompting. Then, using a keystroke macro, they want to pop the account number into the account number field in the agent's CRM desktop application. The keystroke macro will also initiate the CRM desktop application, executing a database lookup from the CRM Database server to retrieve the customer record. Assuming the organization wants the lowest cost solution, what product does this organization need for this capability? A. IPCC Express Premium B. IP IVR C. IPCC Express Standard D. IPCC Express Enhanced E. IPCC Enterprise Correct Answer: D QUESTION 119 What does CSQ stand for in Cisco Unified Contact Center Express? A. Common Service Queue B. Contact Skill Queue C. Common Skill Queue D. Contact Service Queue E. Competence Skill Queue F. Competence Service Queue Correct Answer: D QUESTION 120 What allows you to monitor the system performance of the Cisco CRS System (CPU, memory, etc.)? A. Microsoft Windows 2000 Performance Monitoring B. CRS Application Administration C. Cisco Supervisor Desktop D. CRS Application Editor E. Cisco Desktop Administrator

38 QUESTION 121 Which Cisco Unified Contact Center Express deployment scenario is valid? A. Cisco Unified Contact Center Express 4.0 with Cisco Unified Communications Manager 4.1 B. Cisco Unified Contact Center Express 4.0 with Cisco Unified Communications Manager 4.0 C. Cisco Unified Contact Center Express 5.0 with Cisco Unified Communications Manager 5.0 D. Cisco Unified Contact Center Express 4.5 with Cisco Unified Communications Manager 4.3 QUESTION 122 How is product licensing stored and viewed in Cisco Unified Contact Center Express 4.0? A. stored in local files, viewed in Cisco CRS Application Administration B. stored in LDAP, viewed in Cisco CRS Application Administration C. stored in local files, viewed in Cisco CRS License Update Utility D. stored in LDAP, viewed in Cisco CRS License Update Utility QUESTION 123 How can you configure the Prompt step to play different prompts following subsequent timeouts or retries? A. Configure it as a Random Container Prompt. B. Configure it as an Escalating Container Prompt. C. Configure it as a Generated Prompt. D. Configure it as a Concatenated Container Prompt. QUESTION 124 Which Cisco ccx plate form set support the use of an embedded browser? A. Enhanced & premium

39 B. Premium C. Enhanced D. None E. Premium standard F. Enhanced standard QUESTION 125 Which three feature enhancements are included in Cisco Unified Contact Center Express 5.0 Supervisor Desktop? (Choose three.) A. dockable windows B. graphical reports C. multi-tab browsers D. URL push to agents BD QUESTION 126 What is the maximum number of agents supported for CCM co-resident installations? A. 20 B. 15 C. 5 D. 10 Correct Answer: D QUESTION 127 When using the Call Subflow step, can variables be shared between the parent (calling) flow and the subflow? A. No. B. Yes. C. Yes, but they must be manually created in both flows and have the same name. D. Yes, but they must be manually passed via input and output mapping. Correct Answer: D

40 QUESTION 128 The use of 7845-I2 or 7845-H2 servers allows Cisco Unified CCX 5.0 to support more of which of the following? A. IVR ports B. VXML ports C. simultaneous reporting sessions D. agents QUESTION 129 What is the Flush Input Buffer setting used for in the Input tab of the Menu step? A. to prevent the caller from entering a menu choice before the prompt has played B. to clear the value of the menu choice before the prompt is played C. to release memory held by the prompt variable D. to prevent the previous value from being used again on the menu choice QUESTION 130 Which three server types are supported for the installation of Cisco CRS? (Choose three.) A. Dell PowerEdge servers B. IBM xseries Cisco certified servers C. HP DL Cisco certified servers D. Acer Altos servers E. Cisco MCS 78xx servers F. Apple servers CE QUESTION 131 Which phone type has the following support matrix for Cisco Unified Contact Center Express? version 4.0 unsupported

41 version 4.5 supported version 5.0 supported A. SIP B. MGCP C. SCCP D. H.323 QUESTION 132 When a call terminates, which Cisco Unified CCX setting takes precedence over "Automated Available" to determine the agent's next state? A. Service Level settings B. Automatic Work C. Automatic WrapUp D. Resource Pool selection E. Prompt for this CSQ QUESTION 133 Which two steps check out a database connection from the connection pool? (Choose two.) A. DB Write B. DB Read C. DB Release D. DB Get B QUESTION 134 When would the Cisco Supervisor Desktop fail to show an agent that is logged in? A. The agent is an IP phone agent. B. The agent is not ready. C. The agent is not on a call.

42 D. The agent is not in the team currently being viewed by the supervisor. Correct Answer: D QUESTION 135 What is the maximum number of CTI ports supported by a Cisco Unified Contact Center Express 5.0 Standard deployment? A. 300 B. Varies. Based on the number of expansion servers C. Varies. Based on the number of configured applications D. 150 E. 200 QUESTION 136 Which configuration object can have skills assigned to it in Cisco Unified Contact Center Express? A. competence levels B. Contact Service Queue C. Resource Groups D. Skill Groups QUESTION 137 Which server or servers combine with redundant Cisco CRS engines to make a valid Cisco CRS 4.0 deployment? A. five recording servers B. a simplex database server C. five simplex VoIP monitoring servers D. two VoIP monitoring servers and three recording servers

43 QUESTION 138 The CRS Engine is the handling layer and the interface to all required external supplier systems. Where do you enable the CRS engine? A. Cluster Setup page B. Component Activation page C. Server Setup page D. Publisher Activation page QUESTION 139 When will a skills-based CSQ that requires a skill competency of four (4) select an IPCC Express agent? A. if the ICD agent is available and has a skill competency of nine (9) in another skill defined in CRS B. if the ICD agent is available and has a skill competency of one (1) in the required skill for the CSQ C. if the ICD agent is available and has a skill competency of seven (7) in the required skill for the CSQ D. if the ICD agent is available and has a skill competency of three (3) in the required skill defined in CRS QUESTION 140 Which two serviceability capabilities are provided by CiscoWorks IP Telephony Environment Monitor (ITEM)? (Choose two.) A. User Tracking to track IP telephones B. Diagnostic trace tools to analyze connectivity C. Monitoring of Cisco voice elements D. Problem alerts for operations personnel D QUESTION 141 What features are supported in a license for IPCC Express 4.0 Enhanced? (Choose three.) A. database integration B. prompt and collect C. read HTTP and XML Documents

44 D. announcements CD QUESTION 142 Which three of the following are valid CRS deployment scenarios? (Choose three.) A. High Availability CRS Engines running on hardware from different server classes B. High Availability CRS Engines running on similar hardware from the same server class but from different vendors C. High Availability CRS Engines and four simplex VoIP Monitoring Servers D. CCM co-resident deployment on an MCS 7815 CD QUESTION 143 What is the typical number of trunks in a Call Center? A. equal to half the number of IVR ports B. greater than the number of IVR ports plus the number of agent phones C. less than or equal to the number of IVR ports plus the number of agent phones D. twice the number of IVR ports plus the number of agent phones QUESTION 144 How does the Extended Get Digit String step differ from the Get Digit String? (Choose two.) A. It can be used in conjunction with another step. B. It allows the application programmer into another section of the application. C. Most of the Extended Get Digit String variables can be changed while the application is running. D. It allows the entry of a Boolean expression for the Inter ruptible and Clear DTMF Buffer on Retry fields. D QUESTION 145

45 What is the default file name for the component trace file? A. CiscoMIVR.log B. CiscoMADM.log C. CiscoMEDT.log D. CiscoMCVD.log QUESTION 146 How do you start an event-triggered debug session? A. Select "Start" from the Debug menu in CRS Script Editor. B. Select "Reactive Script..." from the Debug menu in CRS Script Editor. C. Select "Debugging" from the Trace menu in CRS Application Administration. D. Select "Start Trace" from the Trace menu in CRS Application Administration. QUESTION 147 When installing the CRS software on two or more nodes in the same cluster, how do you know it is safe to start installing the next node? A. Wait until the node is completely installed to start installation on the next one. B. After you insert Disk 2. C. A dialog box, "It is now safe to start installing the next node," appears during the installation. D. After Windows OS is installed on the first node. QUESTION 148 Which statement is true about the default address used in the Subsystem Configuration page? A. If no From field is specified with an address in the Send step, it will use the default. B. All Send steps are automatically sent as a Blind cc: to the default. C. Alarms that are generated by the CRS Server are automatically sent to it. D. If no contact is specified in the Create step, the default is used.

46 QUESTION 149 In a CRS cluster with Standby Servers, which of the following statements are true? (Choose two.) A. The Standby Server can be installed across the WAN from the active server. B. MS SQL 2000 must be installed for the data stores. C. MS SQL 2000 or MSDE can be installed for the data stores. D. On the Standby Server, you must install the same components that are installed on its corresponding active server. D QUESTION 150 In a redundant IPCC Express deployment, when you add a JTAPI Call Control Group with 100 CTI ports, how many device records will be added to the CallManager database? A. CTI Ports are not added by the creation of a Call Control Group. B. CTI ports are no longer required to be added to the CallManager database. C. One hundred devices will be added to the CallManager database. D. Two hundred devices will be added to the CallManager database. Correct Answer: D QUESTION 151 What are three of the fields used in defining a CSQ in IPCC Express Enhanced? (Choose three.) A. WrapUp Time B. Service Level C. Overflow CSQ D. Automatic Work BD QUESTION 152 Where do you send the finished configuration and ordering spreadsheet when manual bid assurance is required?

47 A. B. C. D. QUESTION 153 Which of the following data is automatically migrated when upgrading from CRS 3.X to CRS 4.0? Select all that apply. A. JTAPI Client Information Configuration B. Call Recording Files C. Maintenance Release D. CRS Configuration Data E. User scripts loaded in repository BDE QUESTION 154 What two situations prevent the supervisor from silently monitoring the phone conversation of an agent in IPCC Express Enhanced? (Choose two.) A. The agent is logged in and is on the phone. B. The agent is logged in but is not on the phone. C. The supervisor is a participant in a phone call. D. The supervisor has barged in. D QUESTION 155 What two types of call treatment are supported by IPCC Express 4.0? (Choose two.) A. Standard IVR port B. Enhanced IVR port C. prompt-and-collect port (basic) D. IVR port (advanced) D

48 QUESTION 156 How do you debug an application with an Accept step? A. Select Start from the Debug pulldown, then call the trigger. B. Select Step Over from the Debug pulldown, then call the trigger. C. Call the trigger, and when the workflow answers, select Start from the Debug pulldown. D. Select Reactive Application, then call the trigger and press F10 to step through the workflow. Correct Answer: D QUESTION 157 How do you obtain CRS license files? A. They are in the license folder on the CRS CD. B. They are in the license folder on the CallManager CD. C. They are sent by from Cisco. D. They are in the license folder on the Cisco IPT OS CD. QUESTION 158 Which of the following CRS upgrades are allowed? (Choose three). A. CRS 2.2 to CRS 3.5 B. CRS 3.1 to CRS 4.0 C. CRS 2.2 to CRS 4.0 D. CRS 3.5 to CRS 4.0 BD QUESTION 159 Contact Center Express communication with ICM via a co-resident PG and IP IVR integrating with the Enterprise version to function as a queue point and self-service platform are two valid Customer Response Solution deployment scenarios for Cisco Unified Communications?

49 A. True B. False QUESTION 160 Which three of the following are licensed Cisco CRS 4.0 software products? (Choose three.) A. IPCC Express (Standard, Enhanced, or Premium) B. IP IVR C. Auto Attendant D. IP Queue Manager BD QUESTION 161 What are two ways a call can be documented as abandoned? Select two. A. The agent hangs up on the caller. B. The caller hangs up before reaching an agent. C. The caller hangs up after reaching a session-handled step. D. The caller hangs up before reaching a session-handled step. D QUESTION 162 Which feature is disabled on Cisco agent desktop? A. Recording B. Monitoring C. Embedded browser D. Call-control button

50 QUESTION 163 Which configuration can have skill assigned to it in Cisco ccx? A. Contact service queue B. Skill groups C. Resource group D. Competence queue QUESTION 164 What is the maximum number of CTI ports that can be supported by a Cisco Unified Contact Center Express 8.0 Standard deployment? A. 150 B. 200 C. 300 D. 400 QUESTION 165 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 QUESTION 166 What is the maximum round-trip time between Cisco Unified CCX servers in a WAN deployment? A. 2 ms B. 10 ms

51 C. 50 ms D. 80 ms Correct Answer: D QUESTION 167 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. C QUESTION 168 Which three components are installed from the Cisco Unified CCX Installer media? (Choose three.) A. iplanet Web Server B. Cisco Unified CCX Engine C. Cisco Unified Operations Manager D. Cisco Unified Communications Manager E. Recording Component F. Informix DB EF QUESTION 169 Select a statement about the Call Subflow step that is not true. A. A subflow can access all variables in the calling script. B. When the Call Subflow step executes, you can transfer values of variables from the calling flow to the subflow. C. After the Call Subflow step executes, you can transfer values of variables from the subflow to the calling flow. D. The same subflow can be invoked from different scripts.