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Deploying Cisco Unified Contact Center Express 500-052 Exam
Deploying Cisco Unified Contact Center Express 500-052 Exam which is related to Cisco IP Contact Center Express Specialist certification. This exam validates the ability to perform customer capacity planning to determine customer required features and evaluate and recommend different configuration options. It also deals with the ability to examine the Cisco business edition 6000 competitive landscape and identify processes and tools available for monitoring system operations in Cisco UCCXD. Software Engineers, Contact Center Express Engineers and Support Personnel usually hold or pursue this certification and you can expect the same job role after completion of this certification.
NEW QUESTION # 40
An organization wants to collect an account number from a customer via IVR prompting Then the customer wants to use a keystroke macro to insert the account number into the account number field in the agent CRM desktop application. The keystroke macro will also initiate the CRM desktop application and execute a database lookup from the CRM database server, in order to retrieve the customer record. Which product provides these capabilities at the lowest cost?
- A. Cisco Unified CCX Standard
- B. Cisco Unified CCX Enterprise
- C. Cisco Unified CCX Enhanced
- D. Cisco Unified IP IVR
- E. Cisco Unified CCX Premium
Answer: E
Explanation:
Explanation
Cisco Unified CCX Premium provides the most advanced features and capabilities for contact center agents and supervisors, including IVR scripting, database integration, keystroke macros, CRM integration, outbound preview dialer, and agent email and chat. Cisco Unified CCX Standard and Enhanced do not support keystroke macros, CRM integration, or agent email and chat. Cisco Unified IP IVR does not support agent desktop functions or outbound preview dialer. Cisco Unified CCX Enterprise is not a valid option, as Cisco Unified CCX only comes in Standard, Enhanced, and Premium versions. References: Cisco Unified Contact Center Express 12.5 Data Sheet, [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]
NEW QUESTION # 41
Which tool allows partners to perform these actions?
a) validate all parameters (for example, number of inbound agents, number of inbound and outbound IVR ports, etc.) of a target Cisco Unified CCX configuration) b) recommend servers based on the validated configuration (a prerequisite for the Cisco assessment-to- quality bid assurance process)
- A. Cisco Unified Communications Sizing Tool
- B. Cisco Solution Expert Tool
- C. Cisco Unified CCX Sizing Tool
- D. Cisco Unified Expert Advisor Tool
Answer: A
NEW QUESTION # 42
Which two Cisco Unified CCX steps invoke another Cisco Unified CCX application script? (Choose two.)
- A. CallSubflow step
- B. Trigger Application step
- C. Connect step
- D. On Exception Goto step
Answer: A,B
Explanation:
Explanation
The CallSubflow step and the Trigger Application step are two Cisco Unified CCX steps that can invoke another Cisco Unified CCX application script. The CallSubflow step allows a script to call another script as a subflow, which can return values to the calling script. The Trigger Application step allows a script to trigger another application by using one of its associated triggers, which can be either a Unified CM Telephony trigger or an HTTP trigger. Both steps can be used to modularize the script logic and reuse existing scripts. References: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.0(1) - Call Subflow Step 1 and Trigger Application Step 2
NEW QUESTION # 43
Agent Email is a Cisco Unified CCX feature available in which of these packages?
- A. Premium and Standard
- B. Premium and Enhanced
- C. Premium only
- D. Premium, Enhanced, and Standard
Answer: C
Explanation:
Explanation
Email is a feature that allows agents to handle customer emails from the Cisco Finesse desktop. Agents can receive, reply, transfer, and close email contacts. Agent Email is only available in the Premium package of Cisco Unified CCX, which provides the maximum level of customer interaction management. The Enhanced and Standard packages do not support Agent Email or other multichannel features such as chat and outbound. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson
1: Cisco Unified Contact Center Express Product Overview - Topic: Cisco Unified CCX Product Packages1
NEW QUESTION # 44
Which three components are installed from the Cisco CRS Installer media? (Choose three.)
- A. iPlanet Web Server
- B. Cisco Unified CallManager
- C. Cisco CRS Engine
- D. Cisco Recording
- E. MS SQL Server
- F. Cisco IP Telephony Windows 2000 Server OS
Answer: C,D,E
Explanation:
Section: (none)
NEW QUESTION # 45
Which type of information is available from the Cisco Unified Contact Center Express control center?
- A. Cisco Unified Communications Manager cluster status
- B. database replication status
- C. date and time of most recent service status
- D. system parameters configuration
Answer: C
NEW QUESTION # 46
Which tool allows partners to perform these actions?
a) validate all parameters (for example, number of inbound agents, number of inbound and outbound IVR ports, etc.) of a target Cisco Unified CCX configuration) b) recommend servers based on the validated configuration (a prerequisite for the Cisco assessment-toquality bid assurance process)
- A. Cisco Unified Communications Sizing Tool
- B. Cisco Solution Expert Tool
- C. Cisco Unified Expert Advisor Tool
- D. Cisco Unified CCX Sizing Tool
Answer: D
Explanation:
Explanation
The Cisco Unified CCX Sizing Tool is a web-based tool that allows partners to validate the parameters of a target Cisco Unified CCX configuration, such as the number of inbound agents, the number of inbound and outbound IVR ports, the number of historical reporting users, and so on. The tool also recommends servers based on the validated configuration, which is a prerequisite for the Cisco assessment-to-quality bid assurance process. The tool can be accessed from the Cisco Unified CCX Partner Central1. The tool helps partners to design a Cisco Unified CCX system that meets the customer requirements and avoids oversizing or undersizing the system. References := Cisco Unified CCX Partner Central
NEW QUESTION # 47
Which statement is true about the default script field when adding an application?
- A. Any problems running the configured script will cause the default script to be executed.
- B. When the caller enters a digit that is not checked in the filter of the Get Digit String step, the default script will be executed.
- C. When a caller does not enter a choice in a Menu step, it will execute the default script.
- D. When the caller enters a digit in the Menu step that is not defined, the default script will be executed.
Answer: A
Explanation:
Section: (none)
Explanation/Reference:
NEW QUESTION # 48
Which three operations can be performed within the Cisco Finesse IP Phone Age (IPPA)? (Choose three.)
- A. An agent using Finesse IPPA can enter Not Ready, Sign-out, and Wrap-up reasons.
- B. A supervisor can use Finesse IPPA to act as an agent and accept calls.
- C. Agents can log in to Finesse IPPA with Cisco Unified CCX deployed using a Standard license.
- D. A supervisor can sign in to Finesse IPPA and initiate call recording.
- E. An agent can sign in to Finesse IPPA and initiate call recording.
Answer: A,C,D
NEW QUESTION # 49
The Cisco Unified CCX license MAC is generated based on which three items? (Choose three.)
- A. IP address
- B. physical MAC
- C. hostname
- D. Cisco Unified CCX version
- E. gateway address
Answer: A,C,E
Explanation:
Section: (none)
NEW QUESTION # 50
Which of the following is not an input that is required when you install Cisco Unified CCX?
- A. platform administrator username
- B. IP address
- C. default language
- D. application username
- E. time zone
Answer: C
Explanation:
Explanation
The application username is not an input that is required when you install Cisco Unified CCX. The application username is the username that you use to log in to the Cisco Unified CCX Administration web interface after the installation is complete. You can configure the application username during the initial system setup, which is a separate step from the installation. The other inputs, such as the platform administrator username, the IP address, the default language, and the time zone, are required during the installation process. You need to enter these inputs to configure the basic system parameters and network settings for the Unified CCX server. References := Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5(1) SU2, Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 Course Outline
NEW QUESTION # 51
Which facility is provided to debug a Cisco Unified Contact Center Express script live with a real voice call?
- A. Accept Step
- B. Cisco Unified Contact Center Express Editor
- C. Reactive Debugging
- D. Proactive Debugging
Answer: C
NEW QUESTION # 52
In a Cisco Unified CCX application script, a number is read from an external database. The number must then be played out as part of a prompt. Which Cisco Unified CCX Editor step creates a new prompt that can play out the number?
- A. Create Container Prompt
- B. Create Conditional Prompt
- C. Create Generated Prompt
- D. Create Language Prompt
Answer: C
Explanation:
Explanation
In a Cisco Unified CCX application script, a number is read from an external database. The number must then be played out as part of a prompt. The Cisco Unified CCX Editor step that creates a new prompt that can play out the number is the Create Generated Prompt step12 The Create Generated Prompt step is a media step that allows you to create a prompt from a text or a number.
The step uses the Text-to-Speech (TTS) engine or the Number-to-Speech (NTS) engine to generate a voice prompt that can be played to the caller. The step has two tabs: General and Settings. The General tab allows you to specify the input type (text or number), the input value (a variable or a literal), and the output prompt (a variable that stores the generated prompt). The Settings tab allows you to configure the TTS or NTS settings, such as the language, the voice, and the speed12 The other options are not correct:
Create Container Prompt: The Create Container Prompt step is a media step that allows you to create a prompt from a list of existing prompts. The step concatenates the prompts into a single prompt that can be played to the caller. The step has one tab: General. The General tab allows you to specify the input prompts (a list of variables or literals) and the output prompt (a variable that stores the concatenated prompt)12 Create Language Prompt: The Create Language Prompt step is a media step that allows you to create a prompt from a language-specific prompt. The step selects the prompt that matches the language of the current session and assigns it to a variable. The step has one tab: General. The General tab allows you to specify the input prompt (a variable or a literal that contains a language-specific prompt) and the output prompt (a variable that stores the selected prompt)12 Create Conditional Prompt: The Create Conditional Prompt step is a media step that allows you to create a prompt based on a condition. The step evaluates the condition and assigns the corresponding prompt to a variable. The step has two tabs: General and Settings. The General tab allows you to specify the condition (a Boolean expression) and the output prompt (a variable that stores the conditional prompt). The Settings tab allows you to specify the true prompt and the false prompt (variables or literals that contain the prompts for the true and false cases)12 References: 1: Cisco Unified Contact Center Express Scripting and Development Series: Volume 2, Editor Step Reference, Release 10.0(1) - Media Steps [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Getting Started with Scripts, Release 10.0(1) - Creating and Editing Scripts
[Cisco Unified Contact Center Express] - Cisco 2
NEW QUESTION # 53
In a typical Cisco Unified CCX agent web chat deployment for an online retail shop, Cisco Social- Miner can be deployed in which location?
- A. Internet
- B. demilitarized zone
- C. wherever the Cisco Unified UCCX server is deployed
- D. corporate network
Answer: B
Explanation:
Explanation
In a typical Cisco Unified CCX agent web chat deployment for an online retail shop, Cisco SocialMiner can be deployed in the demilitarized zone (DMZ). The DMZ is a network segment that lies between the Internet and the corporate network, and it provides a layer of security and isolation for the servers that are exposed to the public. Cisco SocialMiner is a server that enables social media customer care by capturing and routing social contacts from various sources, such as web chat, email, Twitter, and Facebook. By deploying Cisco SocialMiner in the DMZ, the online retail shop can offer web chat services to its customers without exposing the Cisco Unified CCX server or the agent desktops to the Internet. Cisco SocialMiner acts as a proxy between the web chat clients and the Cisco Unified CCX server, and it communicates with the Cisco Unified CCX server using a secure HTTPS connection. The web chat clients can access Cisco SocialMiner using a public URL, and Cisco SocialMiner can also access external social media sources if needed. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 2:Implement a Cisco Unified Contact Center Express System - Lesson
2: Implement Cisco Unified CCX Web Chat - Topic: Cisco Unified CCX Web Chat Deployment Model
NEW QUESTION # 54
You should perform which three steps when troubleshooting a Cisco Unified Contact Center Express engine
"Java out of memory" crash? (Choose three.)
- A. Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool.
- B. Talk to the customer about the deployment and usage pattern.
- C. Collect heap dumps via the Cisco Unified Real-Time Monitoring Tool
- D. Collect the thread dump for Cisco Unified CCX Engine
- E. Check the Cisco Unified CCX Serviceability Control Center
- F. Check to see if the customer has installed any third party applications
Answer: A,B,C
NEW QUESTION # 55
Which statement is true about the ability to look up customers in Cisco Context Service?
- A. If more than one customer object is found, a failure is returned, based on the search parameters that are provided.
- B. Cisco Context Service does not provide the ability to look up customers.
- C. Exactly one customer object is returned, based on the search parameters that are provided
- D. An array of customer objects is returned, based on the search parameters that are provided.
Answer: D
Explanation:
Explanation/Reference:
NEW QUESTION # 56
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