QUESTION: 13

An organization wants to collect an account number from a customer via IVR prompting Then the customer wants to use a keystroke macro to insert the account number into the account number field in the agent CRM desktop application. The keystroke macro will also initiate the CRM desktop application and execute a database lookup from the CRM database server, in order to retrieve the customer record
Which product provides these capabilities at the lowest cost?

Cisco Unified IP IVR
Cisco Unified CCX Standard
Cisco Unified CCX Enterprise
Cisco Unified CCX Premium
Cisco Unified CCX Enhanced

Answer(s): E

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QUESTION: 14

You are designing a Cisco Unified Contact Center Express system with these four requirements · 250 configured agents
· a maximum of 150 agents that are logged in at any time · 30 agents that are able to make outbound calls
· 20 agents that are able to answer emails
How many premium seats should you purchase?

150
200
180
250

Answer(s): A

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QUESTION: 15

If you use skills-based routing, where is the agent selection criteria defined?

in the Contact Service Queue definition
In the Resource definition
in the Skill definition
in the Skill Group definition

Answer(s): A

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QUESTION: 16

The Cisco Unified Contact Center Installer automatically installs which two features on the Cisco Unified Contact Center Express server? (Choose two )

Cisco Unified Communications Manager
Cisco Unified Communications Operating System
IVR System Prompts
Workforce Management
Cisco Supervisor Desktop

Answer(s): B,C

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QUESTION: 16

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