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Cisco 500-442 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Describe CCE components and architecture
  • Describe access tools
Topic 2
  • Implement precision routing
  • Understand Contact Center basics
Topic 3
  • Build basic ICM scripts
  • Configure RONA support
  • Advanced Configuration
Topic 4
  • Configure agent teams and supervisors
  • Implement VXML applications
Topic 5
  • Understand CCE features beyond default
  • Basic Calls and Agent settings

Reference: https://www.cisco.com/c/en/us/training-events/training-certifications/exams/current-list/administering-cisco-contact-center-enterprise-ccea.html

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Cisco Administering Cisco Contact Center Enterprise Sample Questions:

When is the IVR leg established in a CCE Call Flow?

  • A. when CVP establishes an HTTP link with the VVB (or IOS VXML Gateway)
  • B. when CVP establishes an HTTP link with the VXML Server
  • C. when the Ingress Gateway delivers a SIP invite message to the CVP server
  • D. when CVP establishes an HTTP link with the Media Server
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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What are two possible Outbound Dialing Modes?

  • A. Progression Mode
  • B. Predictive Mode
  • C. Direct Predictive Mode
  • D. Accept Mode
  • E. Preview Mode
Reveal Solution  Discussion  0

Correct Answer: B,E  🗳️

Explanation: Only visible for UpdateDumps members. You can sign-up / login (it's free).

Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)

  • A. Agents
  • B. Deleted Objects
  • C. Dialed Numbers
  • D. Routing Scripts
  • E. Administrative Scripts
Reveal Solution  Discussion  0

Correct Answer: A,D  🗳️

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Where should the RONA setting be positioned the highest?

  • A. on the desk setting on UCCE
  • B. on CVP OPS console
  • C. on the script in UCCE
  • D. on the phone in CUCM
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Explanation: Only visible for UpdateDumps members. You can sign-up / login (it's free).

How many Workflows are supported by Finesse?

  • A. up to 200 Workflows with 20 per Team
  • B. up to 20 Workflows with 5 per Team
  • C. up to 100 Workflows with 20 per Team
  • D. up to 100 Workflows with 5 per Team
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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