500-443 Advanced Administration and Reporting of Contact Center Enterprise (CCEAAR) Questions and Answers

A The server on which the Bulk Import Tool is run is Primary Administration, as it hosts the web service that provides access to the tool. References = [Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.5(1)], page 109

D One of the use cases of the PCCE Bulk Import Tool is to create multiple new Agents, as it allows the administrator to import agent data from a CSV file and assign them to teams and skill groups. E Another use case of the PCCE Bulk Import Tool is to change Agent Skill Groups between shifts, as it allows the administrator to update agent skill group associations based on different schedules and requirements. References = [Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.5(1)], page 109

A One of the ways Finesse gadgets are deployed is that supporting gadgets must be accessible by both the Agent PC and the Finesse Server, as this ensures that the gadget can be loaded and rendered properly on both sides. D Another way Finesse gadgets are deployed is that Finesse Administration changes require a new login or Reset Layout in order to access changes, as this refreshes the Finesse desktop and applies the new gadget configuration. References = [Cisco Finesse Developer Guide Release 12.5(1)], page 10; [Cisco Finesse Administration Guide Release 12.5(1)], page 13

A One of the descriptions of permissions for a CUIC user or administrator is that the initial and default super user is the System Application User who is configured during installation has permission to do everything, including creating additional super users, as it provides full access to all CUIC features and functions. D Another description of permissions for a CUIC user or administrator is that all of the administrative tasks of the Cisco Unified Intelligence Center solution can be administered from within OAMP, as it provides a web-based interface for managing system settings, cluster configuration, control center, and tools. References = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 9; [Cisco Unified Intelligence Center Installation and Upgrade Guide Release 12.5(1)], page 11

A Account Type is one of the usages for Call Studio Database lookup, as it allows the application to retrieve information about the caller’s account from a database and provide different treatments based on the account type. D Claim Number is another usage for Call Studio Database lookup, as it allows the application to validate the claim number entered by the caller against a database and provide confirmation or error messages accordingly. References = [Cisco Unified Call Studio User Guide Release 12.5(1)], page 47

A One of the operations supported by the Agent Bulk Import Tool is Update, as it allows the administrator to modify existing agent records in bulk. B Another operation supported by the Agent Bulk Import Tool is Create, as it allows the administrator to add new agent records in bulk. References = [Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.5(1)], page 111

B One of the files used to deploy Finesse custom gadgets is CSS, as it defines the style and layout of the gadget. D Another file used to deploy Finesse custom gadgets is JavaScript, as it defines the functionality and logic of the gadget. References = [Cisco Finesse Developer Guide Release 12.5(1)], page 9

According to the web search results, Finesse gadgets are OpenSocial gadgets that consist of the following components12:

• XML to define metadata
• HTML for markup
• JavaScript for interactivity
• CSS for presentation and style

Therefore, to deploy Finesse custom gadgets, the files that are used are CSS and JavaScript, which are responsible for the appearance and functionality of the gadgets. The other options are not correct, because they are not components of OpenSocial gadgets. Python, JSON, and C++ are different programming languages that are not used to create Finesse custom gadgets.

A distinction between Packaged CCE and Unified CCE, specifically regarding call transfers, is that transfers that require Service Provider interaction via the NIC are supported by a PCCE Deploymentin a 2K deployment model only. This means that PCCE can only support pre-routing call flows with NIC in a limited scale, while UCCE can support pre-routing call flows with NIC in any deployment model. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 101

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. References = Advanced Administration and Reporting of Contact Center Enterprise (CCEAAR), page 2

CVP Call/VXML Server is one of the core components of PCCE, as it provides voice response applications that can interact with callers, collect information, and queue calls for treatment by agents or other destinations. B Agent PG A and B side are another core components of PCCE, as they provide communication between CUCM and UCCE/PCCE components, such as Router, Logger, and CVP. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 9; Administering Advanced Cisco Contact Center Enterprise (CCEAA), page 3

A switch leg on CVP refers to an ingress SIP call leg from Ingress gateway to CVP, as this is where CVP receives and controls incoming calls from PSTN or other networks. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11

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. References = [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

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. What CVP does next is it delivers this string via SIP invite to the Virtual Voice Browser (VVB), which will execute a VXML application on behalf of CVP. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11

D The user fails to delete an existing definition because the Report Definition is being used with an existing report. This means that the report definition cannot be deleted unless all the reports that use it are deleted first. References = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 15

The protocol used by CVP to communicate to VRU PG is GED-155, which stands for Generic External Device Protocol version 155. GED-155 allows CVP to send and receive messages from VRU PG for call control and data exchange. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11