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Administering Cisco Contact Center Enterprise (500-442)

Administering Cisco Contact Center Enterprise (CCEA 500-442) is a 90-minute exam associated with the Unified Contact Center Enterprise Specialization requirements for Systems Engineers. This exam tests a candidate's knowledge of basic calls and agent settings, CCE configuration and implementation, advanced configuration, advanced features, and reporting.

Exam Details

Exam Name: Administering Cisco Contact Center Enterprise (CCEA)
Exam Code: 500-442 CCEA
Associated certification: Unified Contact Center Enterprise Specialization requirement for Systems Engineers
Duration: 90 mins
Language: English

Exam Topics

20% 1.0 Overview

1.1 Understand Contact Center basics
1.2 Describe CCE components and architecture
1.3 Explain call flow
1.4 Describe access tools

20% 2.0 Basic Calls and Agent settings

2.1 Deploy basic call settings
2.2 Build basic ICM scripts
2.3 Configure basic agent functionality
2.4 Configure basic call treatment

20% 3.0 Configuration and Implementation

3.1 Implement precision routing
3.2 Configure agent teams and supervisors
3.3 Utilize Finesse administration tool

20% 4.0 Advanced Configuration

4.1 Implement VXML applications
4.2 Configure roles and departments
4.3 Configure RONA support

10% 5.0 Advanced Features

5.1 Understand CCE features beyond default

10% 6.0 Reporting

6.1 Utilize CUIC

View Online Administering Cisco Contact Center Enterprise 500-442 Free Questions

How does CUCM function in CCE?
A.Unified CM asks ICM what to do with Unified CCE calls and routes the call according to the instructions provided by the Unified CCE.
B.A Unified CM Publisher is a logical relationship of physical (deployed as virtual Machines) servers combined for redundancy purposes.
C.Unified CM asks CVP what to do with Unified CCE calls and routes the call according to the instructions provided by the CVP.
D.In a CUCM cluster, the Subscriber keeps the master Read/Write copy of configuration DB, which is replicated to all servers in the cluster.
Answer: A

Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
A.cost
B.productivity
C.customer expectations
D.customer satisfaction
E.call abandon rate
F.average queue time
Answer: C, E

What does Precision Routing use to determine if an agent is part of its pool?
A.Skills
B.Attributes
C.Expressions
D.Teams
Answer: D

Apart from CVP Call Studio, what are two other components that have a role in the VXML application's functioning? (Choose two.)
A.VRU PG
B.Unified Communications Manager
C.Media Server
D.Voice Browser
E.Finesse Server
Answer: B, D

What are two possible Outbound Dialing Modes? (Choose two.]
A.Direct Predictive Mode
B.Preview Mode
C.Progression Mode
D.Accept Mode
E.Predictive Mode
Answer: A, B

What are two types of reports Cisco Unified Intelligence Center will provide? (Choose two.)
A.TCP/IP disconnect reports
B.Real-time Report
C.Historical Report
D.Administration Audit Report
E.Call Routing Reports
Answer: C, D

Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)
A.ICM script
B.Skill Targets
C.Network VRU
D.Call type
E.Media routing domain
Answer: A, D

Where should the RONA setting be positioned the highest?
A.on CVP OPS console
B.on the phone in CUCM
C.on the desk setting on UCCE
D.on the script in UCCE
Answer: A