QUESTION: 17

ABC customer implemented Post Call Survey (PCS) for all Customer calls. However, the PCS flow did not engage for any of the calls. The CVP logs did not show any pieces of evidence that PCS requests had been made for the Caller.
What is the first thing that should be verified as part of troubleshooting in this scenario?

Validate usermicroapp-isPostCallSurvey variable being set to y in the Main Routing Script.
Check if the caller DN settings on SPOG has PCS enabled.
Check if the Survey DN has a valid Call type and is associated with the routing script to play desired prompts.
Check if the caller DN settings on SPOG has valid PCS DN patterns configured.

Answer(s): D

Explanation:

The first thing that should be verified as part of troubleshooting in this scenario is D. Check if the caller DN settings on SPOG has valid PCS DN patterns configured.

According to the Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0 (1), the mapping of a dialed number pattern to a Post Call Survey number enables the Post Call Survey feature for the call1. Therefore, if the caller DN settings on SPOG do not have valid PCS DN patterns configured, the Post Call Survey feature will not be triggered for any of the calls. The other options are not the first thing to verify, because they are either related to the Post Call Survey script or the expanded call variable that controls Post Call Survey, which are not relevant if the PCS DN patterns are not configured correctly.

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QUESTION: 18

Which Routing Script logic helps to invoke the Post Call Survey successfully?

If the script completes after going to an Agent, the call is directed to the Post Call Survey dialed number.
To offer the PCS for all incoming DNs. there is no need to explicitly set the variable in the Main script. It is set to n by default.
If the script completes without going to an Agent, the call is directed to the Post Call Survey dialed number.
To offer the PCS for specific incoming DN's. the variable needs to be set in the Main script explicitly as n.

Answer(s): A

Explanation:

According to the Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0 (1), a Post Call Survey is triggered by the hang-up event from the last agent1.
When the agent hangs up, the call routing script launches a survey script. The value of the expanded call variable user.microapp.isPostCallSurvey controls whether the call is transferred to the Post Call Survey number. If user.microapp.isPostCallSurvey is set to y (the implied default), the call is transferred to the mapped post call survey number. If user.microapp.isPostCallSurvey is set to n, the call ends1. Therefore, to invoke the Post Call Survey successfully, the routing script logic should direct the call to the Post Call Survey dialed number after the agent disconnects from the caller. The other options are not correct, because they either do not involve an agent interaction or do not set the user.microapp.isPostCallSurvey variable correctly.

Reference:

1: Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0 (1) - Post Call Survey

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QUESTION: 19

When an explicit or implicit Send to VRU node is encountered, a default Label is returned to CVR This Label, along with a unique correlation ID, is delivered to CVR The CVP delivers this string via SIP invite to the Virtual Voice Browser (WB). At this point, which two actions does the WB take? (Choose two.)

The WB will check if a media server is set up or not.
The WB will drop the call.
The WB will ask the ICM script for instruction.
The comprehensive WB script will initiate an RTP session between the Ingress Gateway and an allocated WB
It invokes a comprehensive application in the Virtual Voice Browser.

Answer(s): C,D

Explanation:

When an explicit or implicit Send to VRU node is encountered, a default Label is returned to CVP. This Label, along with a unique correlation ID, is delivered to CVP. The CVP delivers this string via SIP invite to the Virtual Voice Browser (VVB). At this point, the VVB will ask the ICM script for instruction, such as which VXML application to execute. D When an explicit or implicit Send to VRU node is encountered, a default Label is returned to CVP. This Label, along with a unique correlation ID, is delivered to CVP. The CVP delivers this string via SIP invite to the Virtual Voice Browser (VVB). At this point, the comprehensive VVB script will initiate an RTP session between the Ingress Gateway and an allocated VVB, which will play prompts and collect digits from the caller. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11; [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 16

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QUESTION: 20

Where must a Dialed Number be mapped within CCE?

Call Type, which in turn points to a scheduled Routing Script
Precision queue
Skill group
Media Server

Answer(s): A

Explanation:

A Dialed Number must be mapped within CCE to a Call Type, which in turn points to a scheduled Routing Script. This allows CCE to route calls based on the dialed number and apply different treatments and reports for different call types. Reference = Advanced Administration and Reporting of Contact Center Enterprise (CCEAAR), page 2

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QUESTION: 18

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QUESTION: 19

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QUESTION: 20

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