QUESTION: 13

Which two items in UCCE need to be installed and available for use before installing Enterprise Chat and Email? (Choose two.)

customer voice portal
social miner
ICM router, logger, admin workstation
call manager
CTI server

Answer(s): C,E

Explanation:

ICM router, logger, and admin workstation are components of Cisco Unified Contact Center Enterprise (UCCE) that must be installed and available before Enterprise Chat and Email can be installed. CTI server is also a required component of UCCE and must be installed and available before Enterprise Chat and Email can be installed.

Reference:

[1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/expre ss_10_6/user/guide/uccx_b_user-guide-cisco-unified-contact-center-express-106/uccx_b_user- guide-cisco-unified-contact-center-express-
106_chapter_01110.html [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/ contact_center/crs/express_10_6/installation/guide/uccx_b_installation- Enterprise Chat and Email (ECE) is a Cisco product that allows customers to communicate with a business through various channels such as chat, email, social media, and other digital channels. Before installing Enterprise Chat and Email, two items in UCCE need to be installed and available for use:
2. ICM router, logger, admin workstation: ICM (Intelligent Contact Manager) is a Cisco product that routes and manages customer interactions across multiple channels such as voice, email, chat, and social media. ICM router, logger, and admin workstation are the components of ICM that are required for Enterprise Chat and Email to function properly.
3. CTI server: CTI (Computer Telephony Integration) server is a component of UCCE that integrates telephony and computer systems to provide advanced call control and call management functionality. The CTI server is responsible for integrating the Enterprise Chat and Email with the phone system.

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QUESTION: 14

Which feature is unable to be deleted or made inactive?

Enterprise Chat and Email
Unified CCE
Exception Queue
Supervisory Queues

Answer(s): B

Explanation:

Unified CCE is a component of Cisco Unified Contact Center Enterprise (UCCE) and cannot be deleted or made inactive. Unified CCE is responsible for handling customer requests, routing calls, and providing customer service. It is an essential part of UCCE and must be installed and available before Enterprise Chat and Email can be used.

Reference:

[1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/expre ss_10_6/user/guide/uccx_b_user-guide-cisco-unified-contact-center-express-106/uccx_b_user- guide-cisco-unified-contact-center-express-
106_chapter_01110.html [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/ contact_center/crs/express_10_6/installation/guide/uccx_b_installation-

Unified CCE (Unified Contact Center Enterprise) is a Cisco product that provides a comprehensive, multichannel customer contact solution. It includes a set of software and hardware components that work together to provide advanced call routing, contact management, and reporting capabilities. Unified CCE is the core platform on which other Cisco products like Enterprise Chat and Email, Exception Queue and Supervisory Queues are built upon. It is the foundation of the contact center infrastructure and it's unable to be deleted or made inactive as it provides the foundation for other Cisco products.
It's important to note that the specific requirements for the contact center infrastructure may vary depending on the version of CCE and the specific requirements of the organization. It's recommended to consult the Cisco documentation and your Cisco support team for further assistance.

Cisco: Cisco Unified Contact Center Enterprise
Cisco: Cisco Unified Contact Center Enterprise Architecture Cisco: Cisco Unified Contact Center Enterprise Product Overview

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QUESTION: 15

What are the workflow types in ECE?

Alarm, Inbound, Exception, Default
Inbound, Outbound, Alarm
Default, Inbound, Outbound
Alarm, Outbound, Inbound, Exception

Answer(s): D

Explanation:

Enterprise Chat and Email (ECE) supports four types of workflows: Alarm, Outbound, Inbound, and Exception. Alarm workflows are used to alert agents when they receive a customer message. Outbound workflows are used to initiate conversations with customers. Inbound workflows are used to handle incoming customer messages. Exception workflows are used to handle customer messages that require additional attention.

Reference:

[1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris e_chat/enterprise_chat_user_guide/cec_b_enterprise-chat-user-guide-cec/cec_b_enterprise-chat- user-guide-
cec_chapter_01.html [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/con tact_center/enterprise_chat/enterprise_chat_user_guide/cec_b_enterprise-

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QUESTION: 16

Which two changes should be made in the calendar when changes in daylight savings occur? (Choose two.)

Adjust the start time and end time for all shifts.
Delete the existing shift label before creating a new one for daylight saving time.
Change the timezone at the user group level.
Change the timezone at the system partition level.
Change the timezone at the department level.

Answer(s): C,D

Explanation:

When changes in daylight savings occur, the timezone must be changed at both the user group level and the system partition level in order to adjust the start and end times of shifts. This can be done by logging into the Cisco Unified Contact Center Enterprise (UCCE) Administration Portal and navigating to the User Group Management and System Partition Management menus [1], respectively.

Reference:

[1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/expre ss_10_6/user/guide/uccx_b_user-guide-cisco-unified-contact-center-express-106/uccx_b_user- guide-cisco-unified-contact-center-express-
106_chapter_01210.html [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/ contact_center/crs/express_10_6

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/srnd/collab12/collab12/contactc.ht ml
1. Cisco Collaboration System 12.x Solution Reference Network ... https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/srnd/collab12/collab12/contactc.ht ml

2. Change the timezone at the user group level: The timezone for all the agents under the user group level should be changed to match the new time after daylight savings. This will ensure that the agents are working according to the new time zone and that their activity is recorded correctly in the system.
3. Change the timezone at the system partition level: The timezone at the system partition level should be changed to match the new time after daylight savings. This will ensure that the system is configured according to the new time zone and that all the activity is recorded in the correct time.

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Free 500-445 Exam Braindumps (page: 4)

QUESTION: 13

Explanation:

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QUESTION: 14

Explanation:

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QUESTION: 15

Explanation:

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QUESTION: 16

Explanation:

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