500-442 Administering Cisco Contact Center Enterprise (CCEA) Questions and Answers

Enabling "Require Idle Reason" in Agent Desk Settings allows this action. When this setting is enabled, agents must select a Reason Code when they change their state to "Not Ready." This helps in tracking the specific reasons why agents are not available to take calls, providing valuable insights for workforce management and operational efficiency.References:Cisco Unified Contact Center Enterprise documentation, particularly sections related to Agent Desk Settings and Reason Codes, provides guidelines on configuring these settings to require agents to specify reasons for their "Not Ready" status.

The Get Speech microapp is used to gather information from the caller in Cisco Virtual Voice Browser (VVB). The Get Speech microapp allows customers to interact with the VVB system using natural language speech inputs, such as providing an account number, name, or address. This microapp uses Automatic Speech Recognition (ASR) technology to transcribe the caller's speech and provide the transcribed information to the next step in the call flow for further processing or routing.

It is worth noting that Get Digits microapp is used to gather DTMF digits from the caller.

Cisco Unified Intelligence Center (CUIC) provides various types of reports to help manage and optimize contact center operations, including:B.Real-time Report:These reports provide up-to-the-minute data on contact center activity, such as current call volumes, agent status, and queue statistics, enabling immediate insights into operational performance.C.Historical Report:These reports offer in-depth analysis of past performance, including call volume trends, service level compliance, and agent performance over time, facilitating long-term planning and performance improvement.References:Cisco CUIC's official documentation often outlines the types of reports available, including real-time and historical reports, and their applications in contact center management.

on a UCCE environment, the server that holds the .wav files is the Media Server. 

The server that holds the.wavfiles in a UCCE environment is D. Media Server. The Media Server stores and serves audio files (such as music on hold, IVR prompts, and announcements) used in the contact center. These files are accessed by various components within the UCCE environment, such as the VXML Gateway and CVP, to provide audio content to callers.References:Cisco Unified CCE documentation, particularly sections related to media resources and VXML applications, details the role of the Media Server in storing and delivering audio content within the contact center environment.

To enable basic agent functionality in a Cisco Contact Center Enterprise (CCE) deployment, key configurations within the Intelligent Contact Management (ICM) component are necessary:A.Configure Skill Groups and Skill Targets:Skill groups are collections of agents with similar skills. Skill targets are specific routing points associated with skill groups. Configuring these elements is essential for directing calls to the most suitable agents based on their skills.B.Configure Agent Desk Settings:These settings define the operational parameters for agents, such as wrap-up time, maximum call handling time, and other agent-specific settings. These configurations are crucial for managing agent efficiency and ensuring quality customer service.References:Cisco CCE and ICM configuration guides provide detailed instructions onsetting up these components to ensure efficient agent functionality and optimal call routing within the contact center.

Two metrics that are part of the Contact Center Call Quality Key Performance Indicators (KPI) include:D.Customer Satisfaction:This metric assesses the level of satisfaction that customers have with their interactions with the contact center, often measured through surveys or feedback mechanisms.E.Call Abandon Rate:This metric tracks the percentage of calls that are abandoned by callers before reaching an agent, indicating potential issues with wait times or call handling efficiency.References:Cisco's documentation on contact center management and KPIs often includes discussions on various metrics, including customer satisfaction and call abandon rate, highlighting their importance in assessing call quality.

With the Script Editor in Cisco's contact center solutions, two types of scripts that can be created are:C.Routing Scripts:These scripts define the logic for how calls are routed within the contact center, including decisions based on time of day, caller input, agent availability, and other factors.E.Administrative Scripts:These scripts are used for system-wide functions that are not directly related to call routing, such as setting system parameters, defining exception handling routines, or managing holiday schedules.References:Cisco's documentation on Script Editor and scripting in contact center solutions provides comprehensive guides on creating and managing Routing and Administrative scripts, outlining their purposes and functionalities.

the Stalus.bat file will display the status of the VXML server and the applications running. 

The .bat file that displays the status of the VXML server and the applications running on it is:B.Status.bat:This batch file, when executed, provides a snapshot of the current status of the VXML server, including any VXML applications that are deployed and running. It's a useful tool for administrators to quickly check the health and status of their VXML applications.References:Documentation for Cisco's Voice Browser or VXML Server typically includesinformation on utility scripts like Status.bat that help in managing and monitoring VXML applications.

The Cisco Unified Intelligence Center (CUIC) accesses various data sources to fetch data for rendering reports. The two primary data sources it uses are:B.Cisco Customer Voice Portal Reporting Server:This server provides detailed information about IVR interactions, call treatment, and self-service application usage within the Customer Voice Portal.D.Cisco Administration Server and Historical Data Server:These servers store a wide rangeof historical data related to contact center operations, including agent performance, call routing statistics, and system utilization metrics.References:Official Cisco CUIC documentation details the data sources that CUIC can access for reporting purposes, highlighting how data from these sources is used to compile comprehensive reports on contact center performance.

the Finesse Server Administration page in CCE deployments allows for the configuration of both Routing Layouts and Skill-groups. Routing Layouts are used to define the layout of the contact center by specifying which agents are assigned to which skills, while Skill-groups are used to create collections of skills that can be assigned to agents. Reason Codes and Workflows can also be configured via the Finesse Server Administration page, but Routing Scripts cannot.

The PTSN is responsible for routing the call to the agent. According to [5], the two primary roles of the PSTN and voice gateway in the Unified CCE solution are delivering the inbound call to the voice gateway and routing the call to the agent. The voice gateway may modify the digits presented to downstream devices, but it does not provide IVR functionality in a Contact Center deployment, nor is it responsible for routing the call to the agent.

In the context of Cisco Customer Voice Portal (CVP), two default Call Studio VXML applications that could be modified are:A.CallbackEntry:This application handles the initial interaction with callers when they choose to use a callback feature, collecting necessary information and initiating the callback process.E.CallbackQueue:This application manages the queuing logic for callbacks, ensuring that callback requests are processed in an orderly manner and according to predefined rules and priorities.References:Cisco CVP and Call Studio documentation provide insights into the default VXML applications, including CallbackEntry and CallbackQueue, and how they can be customized or modified to meet specific Contact Center requirements.

For CCE to begin routing the contact and start processing the call, the following components must be configured:A.ICM script:The ICM script contains the routing logic and instructions that dictate how calls are handled and routed within the contact center environment.D.Call type:Call types are used to categorize contacts based on their characteristics or requirements, allowing the ICM script to apply the appropriate routing decisions based on the call type classification.References:Cisco's documentation on Contact Center scripting and call type configuration provides insights into setting up these components for effective call routing and processing.

Additional ICM tools are typically added through the Admin Server node. The Administration Tools folder on the Admin Server contains various ICM configuration and management tools, including the Script Editor, Configuration Manager, and others. By installing or configuring these tools on the Admin Server, they become available for use in managing and configuring the ICM environment.References:Cisco ICM/UCCE administrative documentation provides guidelines on setting up and managing the ICM environment, including the addition of tools through the Admin Server.

Associating users as members of a Security Group to access Configuration Manager or Script Editor is typically accomplished through C. Active Directory. In a Cisco Contact Center Enterprise environment, user access and permissions are often managed through integration with Active Directory, where Security Groups are configured to define the roles and access levels of differentusers. By adding users to the appropriate Security Group in Active Directory, administrators can control access to critical applications like Configuration Manager and Script Editor.References:Cisco's documentation on security and user management for Contact Center solutions often includes guidelines on using Active Directory to manage access and permissions.