Which two nodes on the PCCE/UCCE script are responsible for routing calls to the VRU? (Choose two.)
Answer(s): C,D
According to the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2), there are two types of script nodes that are responsible for routing calls to the VRU: Send to VRU Node and Translation Route to VRU Node1. The Send to VRU Node instructs the routing client to send the call to the VRU associated with the call's dialed number or customer2. The Translation Route to VRU Node instructs the routing client to send the call to a specific VRU by using a translation route label3. Both nodes use the GS,Server,V format for the label, where GS is the gateway selector, Server is the VRU name, and V is a variable that indicates whether the call is voice or non-voice. The other options are not correct, because they are either not script nodes or not related to routing calls to the VRU.
1: Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2) - Network VRUs2: Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2) - Send Call to a VRU with Send to VRU Node3: Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2) - Send Call to a VRU with Translation Route to VRU[4]: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0 (1) - Use of Formulas
What is the first step for CCE to dynamically allocate a label?
Answer(s): C
The first step for CCE to dynamically allocate a label is an agent needs to log in, as this triggers the Agent PG to send a label request message to the Router. The Router then assigns a label from the available pool and sends it back to the Agent PG. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 13According to the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2), dynamic labels are expressions that the CallRouter processes in real time, converting an expression into a character string that is then returned to the routing client as a label1. Dynamic labels are useful for routing calls to agents based on their current location, availability, or skill level. For CCE to dynamically allocate a label, an agent needs to log in and register with the system, so that the CallRouter can access the agent's information and use it in the dynamic label expression1. The other options are not correct, because they are not related to dynamic label allocation. The WB ermine service is a web service that provides access to the configuration data of the system2. The Dialer is a component that enables outbound dialing campaigns3. The CVP Call service is a service that handles call control and voice processing for calls that use Unified CVP3.
1: Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0 (1)2: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0 (1)3: Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2) - Dynamic Labels
When an Agent's status turns Ready, which two components help notify the CCE Router about this new status? (Choose two.)
Answer(s): B,E
B Agent PG/CTIServer is one of the components that help notify the CCE Router about the new status of an agent when it turns Ready, as it sends a Peripheral Monitor Message (PMM) with agent state information to the Router. E Finesse is another component that help notify the CCE Router about the new status of an agent when it turns Ready, as it sends an HTTP request with agent state information to the CTIServer. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 10; [Cisco Finesse Administration Guide Release 12.5(1)], page
What are two default roles assigned to a supervisor imported from CCE DB? (Choose two.)
B Agent Supervisor is one of the default roles assigned to a supervisor imported from CCE DB, as it allows the supervisor to view and manage agents and teams in Finesse. E Dashboard Designer is another default role assigned to a supervisor imported from CCE DB, as it allows the supervisor to create and edit dashboards in CUIC. Reference = [Cisco Finesse Administration Guide Release 12.5(1)], page 13; [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 9According to the Cisco Unified Intelligence Center User Guide, Release 12.6 (1), a supervisor imported from CCE DB is assigned two default roles: Agent Supervisor and Dashboard Designer1. The Agent Supervisor role allows the user to view reports related to agents, teams, and skill groups1. The Dashboard Designer role allows the user to create and edit dashboards that display reports in a graphical format1. The other options are not correct, because they are not default roles assigned to a supervisor imported from CCE DB. The Value List Collection Designer role allows the user to create and edit value list collections that define the values for report filters2. The Report Designer role allows the user to create and edit custom reports using the Report Definition Editor3. The Report Definition Designer role allows the user to create and edit report definitions that specify the data sources, fields, filters, and layouts for reports4.
1: Cisco Unified Intelligence Center User Guide, Release 12.6 (1) - User Roles2: Cisco Unified Intelligence Center User Guide, Release 12.6 (1) - Value List Collections3: Cisco Unified Intelligence Center User Guide, Release 12.6 (1) - Report Designer4: Cisco Unified Intelligence Center User Guide, Release 12.6 (1) - Report Definition Designer
What are two elements in the Call Studio application to collect Caller Response? (Choose two.)
Answer(s): D,E
According to the Cisco Unified Call Studio User Guide, Release 12.5 (1) and 12.5 (2), there are two types of elements in the Call Studio application that can collect caller response: Menu Element and Digits Element1. The Menu Element captures a single digit from the caller and maps it to a menu option2. The Digits Element captures a string of numerical digits from the caller and stores it in an element data variable3. The other options are not correct, because they are either not elements in the Call Studio application or do not collect caller response as described. There is no Digital tone element or Digits element that captures a single digit in the Call Studio application.
1: Cisco Unified Call Studio User Guide, Release 12.5 (1) and 12.5 (2) - Elements2: Cisco Unified Call Studio User Guide, Release 12.5 (1) and 12.5 (2) - Menu Element3: Cisco Unified Call Studio User Guide, Release 12.5 (1) and 12.5 (2) - Digits Element
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