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2024 Updated 500-442 Tests Engine pdf – All Free Dumps Guaranteed!

Latest CCEA 500-442 Actual Free Exam Questions

NO.15 Which VVB CLI command can set an individual media file to an expired state?

set VVB cache stale_cache_entries

show set VVB cache stale_cache_entry <cache_entry_url>

Outils VVB cache stale_cache_entry <cache_entry_url>

set VVB cache stale_cache_entry <cache_entry_url>

The correct Command Line Interface (CLI) command to set an individual media file to an expired state in Cisco Virtualized Voice Browser (VVB) is:D.set VVB cache stale_cache_entry <cache_entry_url>This command is used to manually mark a specific media file in the cache as stale, forcing the VVB to fetch a fresh copy of the media file the next time it is requested.References:Cisco VVB administration guides and CLI reference documents provide detailed instructions on using CLI commands, including managing cache entries.

NO.16 How many teams can an Agent be a part of?

unlimited

In Cisco Contact Center environments, an agent can theoretically be part of an unlimited number of teams.
This flexibility allows for complex organizational structures and routing strategies where agents might need to be associated with multiple teams based on their skills, responsibilities, or other operational requirements.References:Cisco UCCE or UCCX documentation that discusses agent and team configurations often outlines the capabilities and limitations related to team memberships for agents.

NO.17 Where should the RONA setting be positioned the highest?

on CVP OPS console

on the phone in CUCM

on the desk setting on UCCE

on the script in UCCE

The Ring No Answer (RONA) setting should be positioned the highest at the desk setting level on Unified Contact Center Enterprise (UCCE). The desk setting configures agent behavior and characteristics, including how long a call rings at an agent’s desk before it is consideredunanswered (RONA). Setting RONA at the desk level ensures consistent handling of unanswered calls across agents who share the same desk settings, allowing the Contact Center to manage call distribution and agent availability effectively.References:Cisco UCCE documentation that covers agent desk settings and call routing configurations will typically discuss the importance and configuration of RONA settings.

NO.18 Apart from CVP Call Studio, what are two other components that have a role in the VXML application’s functioning? (Choose two.)

VRU PG

Unified Communications Manager

Media Server

Voice Browser

Finesse Server

NO.19 Which two steps are required to configure RONA for CCE? (Choose two.)

Survivability

Auto-answer

CCE Web Admin

Scripting logic

Skill target configuration

NO.20 Which two components must a script be associated with to run? (Choose two.)

CED

Media Routing Domain

Skill Target

Call Type

Dialed Number

For a script to run in a Cisco Contact Center environment, it must be associated with:D.Call Type:Call Types categorize calls based on their characteristics or how they should be handled. Associating a script with a Call Type allows the system to execute the script for calls of that category, applying the specific routing logic defined in the script.E.Dialed Number (DN):The Dialed Number is used to identify the call’s intended destination or service. Associating a script with a Dialed Number allows the system to trigger the script when a call is received on that number, ensuring that calls are processed according to the routing logic defined for that DN.References:Cisco scripting and configuration documentation for Contact Center solutions detail how scripts are associated with Call Types and Dialed Numbers to control call routing and processing.

NO.21 Which two servers can be accessed from the Web Administration tool? (Choose two.)

Rogger

DCCMP

CVP

Finesse

NO.22 Which variable remains available to all scripts in the system until reset?

Caller Entered digits

Call variable

User variable

Peripheral variable

In the context of Cisco Contact Center scripting, the User variable is designed to remain available and retain its value across all scripts in the system until it is explicitly reset. User variables are typically used to store information that needs to be accessible throughout the entire call lifecycle and across different scripts, making them ideal for tracking call context, caller information, or other persistent data.References:Cisco’s scripting documentation for Contact Center solutions explains the different types of variables, including the User variable, and their scopes and lifecycles within the contact center scripting environment.

NO.23 What is the goal of identifying a call type?

to ensure the correct Skill Target is selected

to ensure the call goes to the correct MRD

to ensure the contact is handled by the correct CCE Routing Script

to ensure the call reaches the agent in the correct queue

NO.24 Which two steps are involved in configuring and evaluating business in an ICM script? (Choose two.)

Configure set variable in ICM script editor

Configure Business Hours under Organizational Setup > Business hours under CCE Admin

Use the expression BusinessHourStatus.<Calendar Name> . BusinessHours in the IF node.

Configure Business Hours under Organizational Setup > Departments under CCE Admin

Configure an IF node in ICM script editor

in order to configure and evaluate business hours in an ICM script, you must first configure the Business Hours under Organizational Setup > Business Hours in CCE Admin. Once the Business Hours are configured, you then need to configure an IF node in the ICM script editor, using the expression BusinessHourStatus.<Calendar Name>.BusinessHours. This expression will then evaluate to True or False depending on whether the current time falls within the configured Business Hours or not.
When configuring and evaluating business hours in an ICM script, the key steps involve:B.Configure Business Hours under Organizational Setup > Business hours in CCE Admin:This step is crucial for defining the operational hours during which certain routing decisions or scripts should be active.E.Configure an IF node in ICM script editor:The IF node in the script is used to evaluate whether the current time falls within the defined business hours. Based on this evaluation, the script can route the call differently, enable or disable certain features, or make other adjustments to call handling.References:The process of setting up business hours and incorporating them into routing scripts is detailed in Cisco’s ICM scripting and administration guides.

NO.25 What are two PCCE deployment models that support the Avaya ACD Integration? (Choose two.)

PCCE Admin Mode

DPCCE 12K

PCCE 2K

DPCCE 4K

PCCE Lab Mode

the two PCCE deployment models that support the Avaya ACD Integration are DPCCE 12K and DPCCE 4K.
DPCCE 12K is a distributed PCCE deployment model that supports up to 12,000 agents, while DPCCE 4K is a distributed PCCE deployment model that supports up to 4,000 agents.
The two PCCE (Packaged Contact Center Enterprise) deployment models that support the Avaya Automatic Call Distributor (ACD) Integration are:B.DPCCE 12K:This model, designed for larger deployments, supports integration with various third-party ACDs, including Avaya, allowing for a seamless connection and call routing between systems.D.DPCCE 4K:Similar to the 12K model but designed for smaller scale deployments, this model also supports integration with Avaya ACDs, providing flexibility in connecting Cisco’s contact center solutions with Avaya’s call distribution systems.References:Cisco’s documentation on PCCE deployment models and third-party ACDintegration provides insights into the capabilities and compatibilities of different deployment options, including those that support Avaya ACD integration.

NO.26 Which two steps are required to configure RONAfor CCE? (Choose two.)

Survivability

Auto-answer

CCE Web Admin

Scripting logic

Skill target configuration

NO.27 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 theVVB(or IOS VXML Gateway), establishing the IVR Leg of the call.

Using a configured Dial Peer, the Ingress Gateway delivers a SIP invite message to the CVP server.

NO.28 Users should be associated as members of a Security Group to access Configuration Manager or Script Editor. Where can this task be accomplished?

CCE Admin page

Domain Manager

Active Directory

Configuration Manager

NO.29 Which user role must be assigned to the ToExtVXML variable in the ICM script?

Internet ScriptEditor Role

ICM Script Amin Role

Config Manager Role

Agent Admin Role

NO.30 What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to render reports? (Choose two.)

Cisco Unified Communication Manager Server

Cisco Customer Voice Portal Reporting Server

Cisco Data Browser

Cisco Administration Server and Historical Data Server

Cisco Virtual Voice Browser

The Cisco Unified Intelligence Center (CUIC) accesses various data sources to fetch data for rendering reports. The two primary data sources it uses are:B.Cisco Customer Voice Portal Reporting Server:This server provides detailed information about IVR interactions, call treatment, and self-service application usage within the Customer Voice Portal.D.Cisco Administration Server and Historical Data Server:These servers store a wide range of historical data related to contact center operations, including agent performance, call routing statistics, and system utilization metrics.References:Official Cisco CUIC documentation details the data sources that CUIC can access for reporting purposes, highlighting how data from these sources is used to compile comprehensive reports on contact center performance.

NO.31 Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)

cost

productivity

customer expectations

customer satisfaction

call abandon rate

average queue time

Two metrics that are part of the Contact Center Call Quality Key Performance Indicators (KPI) include:D.Customer Satisfaction:This metric assesses the level of satisfaction that customers have with their interactions with the contact center, often measured through surveys or feedback mechanisms.E.Call Abandon Rate:This metric tracks the percentage of calls that are abandoned by callers before reaching an agent, indicating potential issues with wait times or call handling efficiency.References:Cisco’s documentation on contact center management and KPIs often includes discussions on various metrics, including customer satisfaction and call abandon rate, highlighting their importance in assessing call quality.

NO.32 Which two functionalities should a Contact Center typically be provided? (Choose two.)

Skill-Based Routing

Surveys

IVR and Queuing

TCP/IP

Routing Protocols

A Contact Center typically needs to provide the following functionalities:A.Skill-Based Routing:This functionality allows the Contact Center to route calls to the most appropriate agent based on their skills, ensuring that customers are matched with agents who can best address their needs.C.IVR and Queuing:Interactive Voice Response (IVR) systems and queuing mechanisms are crucial for managing incoming calls, providing self-service options, and efficiently managing caller wait times until an appropriate agent is available.References:Cisco’s documentation on Contact Center solutions, including Unified Contact Center Enterprise (UCCE), often highlights the importance of Skill-Based Routing and IVR/Queuing functionalities in providing effective customer service.

NO.33 When is the IVR leg established in a CCE Call Flow?

when CVP establishes an HTTP link with the VXML Server

when CVP establishes an HTTP link with the Media Server

when CVP establishes an HTTP link with theVVB(or IOS VXML Gateway)

when the Ingress Gateway delivers a SIP invite message to the CVP server

NO.34 What are two possible Outbound Dialing Modes? (Choose two.]

Direct Predictive Mode

Preview Mode

Progression Mode

Accept Mode

Predictive Mode

In Cisco Outbound Option for Contact Center solutions, two possible Outbound Dialing Modes include:B.Preview Mode:In this mode, agents are presented with call information prior to the call being placed, giving them an opportunity to review the customer’s details and prepare for the interaction.E.Predictive Mode:This mode uses statistical algorithms to predict when agents will become available and places calls in anticipation of that availability, maximizing agent efficiency and reducing idle time.References:Cisco’s documentation on Outbound Option includes detailed explanations of different dialing modes, including Preview and Predictive modes, and their implementation in outbound campaigns.

NO.35 What are two parts of a Single Sign-on message flow? {Choose two.)

IdS detects the user has an invalid access token

IdS detects the user has a valid access token

IdS provides a login page for authenticating the user

IdP provides a login page for authenticating the user

Browser issues PUT of the Finesse desktop with an access token

NO.36 How many Workflows are supported by Finesse?

up to 20 Workflows with 5 per Team

up to 100 Workflows with 5 per Team

up to 100 Workflows with 20 per Team

up to 200 Workflows with 20 per Team

In Cisco Finesse, the supported number of Workflows is:C.up to 100 Workflows with 20 per Team:This allows for a significant degree of customization and automation within the Finesse environment, enabling different teams to havetailored workflows that match their specific operational needs and enhance productivity.References:Cisco Finesse documentation provides detailed information on the capabilities and limitations of workflows within the Finesse environment, including the maximum number of workflows supported and the allocation per team.

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