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Cisco Contact Center Enterprise Chat and Email v1.0 (500-445)

Implementing Cisco Contact Center Enterprise Chat and Email v1.0 (CCECE 500-445) exam is associated with the Advanced Unified Contact Center Enterprise Specialization requirements for Deployment Engineers. This exam tests a candidate's knowledge of deploying and administering Cisco Enterprise Chat and Email (ECE).

Exam Details

Exam Code: 500-445 CCECE
Exam Name: Implementing Cisco Contact Center Enterprise Chat and Email
Duration: 90 minutes
Languages: English

Exam Objectives

40% 1.0 ECE Deployment

1.1 Describe Enterprise Chat and Email Components and Deployment Model
1.2 Explain ECE Installation process
1.3 Define ECE Best Practices
1.4 Prepare PCCE for ECE and Integration 

20% 2.0 ECE Administration and Configuration

2.1 Explain ECE Administration Tasks
2.2 Configure ECE
2.3 Explain ECE Queues

10% 3.0 ECE Email Administration

3.1 Explain ECE Email Administration
3.2 Describe Workflows
3.3 Explain CCE Scripting for Email and Storage Management

10% 4.0 ECE Chat Administration

4.1 Configure ECE for Chat
4.2 Describe Chat Entry Points
4.3 Explain Chat Operation and Chat Customization

20% 5.0 ECE Features and Troubleshooting

5.1 Describe ECE Report types
5.2 Explain Agent Single Sign-on for ECE
5.3 Troubleshoot ECE

View Online Implementing Cisco Contact Center Enterprise Chat and Email 500-445 CCECE Free Questions

1. Which sequence should be followed while starting ECE?
A.Services server, Message server, File server, Database server, Application server
B.No mandatory sequence is needed
C.Services server, Message server, Database server, File server, Application server
D.Services server, File server, Database server, Message server, Application server
Answer: A

2. Where is the Script selector in CCE mapped in ECE?
A.Queue
B.Dialed Number
C.Workflow
D.Call Type
Answer: B

3. Which two ways are departments configured? (Choose two.)
A.Departments, once created, cannot be deleted from ECE.
B.Each department has 14 types of resources available for use.
C.Departments cannot be created in the ECE console if integrated with PCCE, and they can only be created in PCCE.
D.Departments can be created in the ECE console if integrated with PCCE, and they can be imported from SPOG.
E.Departments can be created in the ECE console if integrated with PCCE, and they can be imported from ECE Gadget.
Answer: A, B

4. What are two considerations when installing Web Servers? (Choose two.)
A.The web server can be installed outside the firewall.
B.Web server components should be installed on a separate VM.
C.Web server components should always be installed along with the application server.
D.Web server is not mandatory and is optional.
E.The web server cannot be separated from its corresponding application servers across a firewall.
Answer: D, E

5. What are three steps in an email process flow? (Choose three.)
A.EAAS Instances sends NEW_TASK message to MR PIM.
B.MR PIM returns DO_THIS_WITH_TASK to EAAS with AgentID.
C.Rules Process executes the start and scheduled workflows.
D.Email is pulled in by listener instance and written to the database.
E.Email is pulled in by retriever instance and written to the database.
F.EAAS notifies EAMS of DO_THIS_WITH_TASK.
Answer: D, E, F

6. Which two items in UCCE need to be installed and available for use before installing Enterprise Chat and Email? (Choose two.)
A.customer voice portal
B.social miner
C.ICM router, logger, admin workstation
D.call manager
E.CTI server
Answer: C, E