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Cisco 642-165

Unified Communications Contact Center ExpressImplementation

Version: 5.0

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Topic 1, Volume A

QUESTION NO: 1

What happens if all CTI ports for the configured CTI Port Group are busy when a new call arrives?

A. CallManager will forward the call to the directory number configured for forward-on busy for thisCTI RoutePoint in CallManager.B. Caller will receive ringing treatment.C. An exception is raised, but the call is accepted and processed.D. Caller will receive network busy treatment.E. CallManager will forward the caller to the directory number configured in IPCC Express foroverflow.

Answer: AExplanation:

QUESTION NO: 2

Which agent will be selected when the Resource Selection Criteria is set to circular routing?

A. the next available agent, based on the last agent selected and the agent order in the ResourceslistB. the agent who has been in the Available state for the longest amount of timeC. the next available agent with the highest priority, as determined by the agent order in theResources listD. the agent assigned to the selected Resource Group and is thus qualified to be selected

Answer: A

Explanation:

QUESTION NO: 3

Which two Customer Response Solution deployment scenarios are valid for Cisco UnifiedCommunications? (Choose two.)

A. Contact Center Express communication with ICM via a co-resident PGB. Contact Center Express using the Enterprise CTI-OS toolkitC. IP IVR integrating with the Enterprise version to function as a queue point and self-service

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platformD. Contact Center Express communicating with ICM via a standalone PG on an expansion serverE. Contact Center Express using the Enterprise Outbound option

Answer: A,CExplanation:

QUESTION NO: 4

In CRS Administration, what is created on the Communications Manager when you add a UnifiedCM Telephony group?

A. CRS CTI Route PointB. CTI PortsC. CRS Call Control GroupD. Communications Manager Call Control Group

Answer: BExplanation:

QUESTION NO: 5

Which interface is used to configuration debug parameter for log files?

A. Data store control centerB. Alarm and Trace ConfigurationC. System parameterD. Control center


QUESTION NO: 6

What is the main function of the CRS Editor?

A. remotely manages the LDAP DirectoryB. creates CRS Engine reports

C. creates application scripts for call flowsD. manages the CRS Server

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Answer: CExplanation:

QUESTION NO: 7In Cisco Unified Contact Center Express, where is wrap-up data enabled?

A. in CSQ configuration on Application AdministrationB. in workflow groups on Cisco Desktop AdministratorC. in the Cisco Supervisor DesktopD. in resource configuration on Application Administration


QUESTION NO: 8

Refer to the exhibit.

What is the purpose of the Repair button in the Cisco Unified Contact Center Express 5.0Installation Wizard?

A. repair the Cisco Unified Communications Manager cluster associated with this Cisco CRSsystem

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B. remove a version of Cisco CRS that the user had attempted but failed to remove previouslyC. recover a Cisco CRS systemD. reinstall the same version of Cisco CRS on top of the currently installed version


QUESTION NO: 9

What is a benefit of using sub flows?

A. creates a framework for CRS Server status reportingB. decreases latency through increased bandwidth on CRS ServerC. collects information about callers to agentsD. decreases the amount of flowsE. provides more efficient management of flows that are called by multiple other flows

Answer: EExplanation:

QUESTION NO: 10

In the CRS Application Editor, where do you start the debugger?

A. ToolbarB. Step paletteC. Variable windowD. Design window


QUESTION NO: 11

How many license should be bought total user 250,150 logged,30 agent to answer outbound

calls,20 agents able to answer end?

A. 150

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B. 180C. 200D. 250


QUESTION NO: 12

What formula do you use to calculate the number of Voice Gateway ports?

A. Erlang BB. Erlang AC. Erlang CD. IVR ports + agent phones


QUESTION NO: 13

What does it mean for a variable in the Application Editor to be defined as a parameter?

A. The variable can be used to pass data to and from VoiceXML applications.B. The variable can be used in conditional steps.C. The value for that variable can be supplied via Application Configuration in ApplicationAdministration.D. The variable can be used to pass data to and from subflows.E. The value for that variable is defined by the calling application.


QUESTION NO: 14

Which deployment option is invalid for Cisco Unified Contact Center Express v. 5.0?

A. a two-node Contact Center Express cluster connected to a Communications Manager cluster

B. two Contact Center Express clusters, each with two nodes, connected to the sameCommunicationsManager cluster

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C. a one-node Contact Center Express cluster connected to two Communication Manager clustersD. a one-node Contact Center Express cluster connected to a Communication Manager Expressrouter


QUESTION NO: 15

Which step library is included in the license for Cisco Unified CCX Standard?

A. ICM stepsB. e-mail stepsC. database stepsD. document steps

Answer: DExplanation:

QUESTION NO: 16

An Cisco Unified Contact Center Express 4.0 deployment requires support for 20 concurrentlylogged-in agents. The agents are split across two remote sites, and the high-availability CiscoCRS Engine, Database Server, VoIP Monitoring, and Recording server processes run at a centraldata center. The agents will be using CAD with Cisco Unified IP Phone 7960G and end-pointmonitoring. Very little recording and silent monitoring will be performed, and no historical reportingwill be done during call center open hours. Assume the minimum number of servers is desired.How many Cisco Unified Contact Center Express hardware servers would be required for thisCisco Unified Contact Center Express deployment?

A. 5B. 2C. 1D. 3E. 4


QUESTION NO: 17A Cisco Unified Contact Center Express deployment must have the following characteristics:

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High Availability Cisco Unified Contact Center Express 4.0 two remote sites agent pool split evenly between both sites

3 concurrent supervisors 20 concurrent agents

agents using Cisco IP Phone Agent and Citrix terminals silent monitoring and recording in use nohistorical reporting during call center open hours What is the minimum number of servers neededto support this configuration?

A. six serversB. five serversC. three serversD. two serversE. the answer depends on where the supervisors are locatedF. four servers

Answer: FExplanation:

QUESTION NO: 18

Which feature is added when upgrading from the Enhanced to Premium Cisco Unified ContactCenter Express?

A. keystroke macrosB. HTTP-based triggerC. a wrap-up timerD. agent-to-agent text chattingE. supervisory recording


QUESTION NO: 19

Which action blocks further inbound and preview outbound calls when an agent is presented with

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a preview outbound call?

A. Reject-closeB. Cancel ReservationC. SkipD. Reject


QUESTION NO: 20

Which step is designed to prompt a user to press or say a single-digit number to perform a specificfunction?

A. Get Call Contact InfoB. MenuC. Extended Get Digit StringD. Get Digit String


QUESTION NO: 21

What issues notification messages for CRS engine errors? A. CDPB. syslogC. SNMP TrapD. Alarm


QUESTION NO: 22

For which Cisco Unified Contact Center Express 5.0 packages is the preview outbound dialeravailable?

A. Enhanced and Premium Cisco Unified Communications Manager and Unified CommunicationsManager Express packages

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B. Premium Cisco Unified Communications Manager Express packagesC. Enhanced and Premium Cisco Unified Communications Manager packagesD. Premium Cisco Unified Communications Manager packages


QUESTION NO: 23

If an existing script is uploaded to the CRS, what does it ask?

A. Do you want to save the application?B. Do you want to refresh the script?C. Do you want to debug the script?D. Do you want to return to Script Management?


QUESTION NO: 24

Which three are steps in adding a CRS application? (Choose three.)

A. configure default session timeoutB. create a triggerC. restart the CRS engineD. upload script to repositoryE. create an application

Answer: B,D,EExplanation:

QUESTION NO: 25

What tool is used to estimate the hardware server resources required for an IPCC Expressdeployment?

A. CRS Applications Administration

B. Configuration and Ordering ToolC. IPC Resource CalculatorD. CTI Port Calculator

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QUESTION NO: 26

What is the maximum number of agents supported on a Cisco Unified Communications ManagerExpress deployment?

A. 10 agentsB. 50 agentsC. 300 agentsD. 100 agents


QUESTION NO: 27

What types of orders are exempt from using the IPCC Express Configuration and Ordering Tool?

A. orders with less than five seats

B. orders for upgrading from standardC. orders for adding more seatsD. all orders require using the IPCC Express Configuration and Ordering ToolE. orders for coresident deployments


QUESTION NO: 28

Which criterion can be used to control supervisor workflows?

A. number of calls abandonedB. number of agents logged inC. average talk durationD. duration of oldest call in queue


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QUESTION NO: 29

Which feature is available on Cisco Unified Contact Center Express with Cisco UnifiedCommunications Manager Express deployments?

A. barge-in on Cisco Supervisor Desktop

B. preview outbound dialerC. high availabilityD. wrap-up data


QUESTION NO: 30

What can help expose problems with script logic or validity by simulating the execution of a script?

A. script refreshB. script validationC. debug sessionD. Alarm and Trace Configuration


QUESTION NO: 31

During runtime, when a valid SQL Query in a DB Read step returns 0 rows, which branch of thestep will be executed?

A. Connection Not AvailableB. SQL ErrorC. SuccessfulD. Timeout


QUESTION NO: 32

Where are users managed and their data stored in Cisco Unified Communications ManagerExpress?

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A. in Communications Manager Express with user data stored in the Communications ManagerExpress databaseB. in Application Administration with user data stored in the Communications Manager ExpressdatabaseC. in Application Administration with user data stored in the Cisco Unified Contact Center Expressdatabase

D. in Communications Manager Express with user data stored in the Cisco Unified Contact CenterExpress database


QUESTION NO: 33

Which interface is used to configure debug parameters for log files?

A. Control CenterB. Custom File ConfigurationC. Datastore Control CenterD. Alarm and Trace Configuration


QUESTION NO: 34

The CRS Installer is used to perform which functions? (Choose three.)

A. back up CRS dataB. activate CRS componentsC. repair a CRS installationD. remove a CRS installation (uninstall)E. back up CallManager dataF. install CRS software

Answer: C,D,FExplanation:

QUESTION NO: 35

What should you set the Client Configuration to when configuring the ODBC Data Source for theDatabase Subsystem?

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A. MultiprotocolB. Named PipesC. TCP/IPD. NWLink IPX/SPX

Answer: C

Explanation:

QUESTION NO: 36

You are designing a Cisco Unified Contact Center Express system with three requirements: 250 configured agents 150 agents maximum logged in at any given time 30 agents able to makeoutbound calls How many seats should be purchased?

A. 120 seats with 30 outbound seatsB. 150 seats with 30 outbound seatsC. 180 seats with 30 outbound seatsD. 250 seats with 30 outbound seats


QUESTION NO: 37

Which two releases require physical media to be ordered and received prior to patching orupgrading Cisco Unified Contact Center Express? (Choose two.)

A. Major ReleaseB. Minor ReleaseC. Engineering Special

D. Service ReleaseE. Maintenance Release

Answer: A,BExplanation:

QUESTION NO: 38

Where are CTI route points added or configured for Cisco Unified Contact Center Express?

A. Cisco Unified Contact Center Express Media Subsystem

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B. Cisco Unified CallManager Device ConfigurationC. Cisco Unified Contact Center Express Directory ManagementD. Cisco Supervisor DesktopE. Cisco CRS Administration, JTAPI Trigger Creation

Answer: E

Explanation:

QUESTION NO: 39

Which three components are installed from the Cisco CRS Installer media? (Choose three.)

A. iPlanet Web ServerB. Cisco CRS EngineC. Cisco RecordingD. Cisco IP Telephony Windows 2000 Server OSE. Cisco Unified CallManagerF. MS SQL Server

Answer: B,C,FExplanation:

QUESTION NO: 40

By which ways does remote monitoring allow the monitored call to be selected? (Choose two.)

A. by CSQ IDB. by Agent NameC. by agent extensionD. by application IDE. by media group ID


QUESTION NO: 41

In addition to writing information to a trace file, the Cisco CRS System sends standard eventlogging messages to a syslog server through which service?

A. SNMP Trap

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B. Win32C. AlarmD. CDP


QUESTION NO: 42

What formula do you use to calculate the number of agents in a Call Center?

A. Erlang CB. VG ports + IVR portsC. AHT * BHCAD. Erlang B


QUESTION NO: 43What is the maximum number of CTI ports supported by a Cisco Unified Contact Center Express7.0 Standard deployment?

A. 300B. varies based on the number of expansion serversC. varies based on the number of configured applicationsD. 150

E. 200


QUESTION NO: 44

How many languages can be installed for the Cisco Agent Desktop (CAD) and the CiscoSupervisor Desktop (CSD)?

A. two languages for the CAD and one language for the CSD

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B. two languages for both the CAD and the CSDC. one language for both the CAD and the CSDD. one language for the CAD and a different language for the CSD


QUESTION NO: 45

A preview outbound dialer uses which source and destination resources?

A. a CTI port to the customerB. the ACD line of the agent to the customerC. the agent's personal line to the customerD. a CTI port to the agent, then redirected to the customer


QUESTION NO: 46

Which interface do the Cisco Unified Communications Manager and Cisco Unified CCX use forcall control?

A. AXLB. HTTPC. LDAPD. JTAPI


QUESTION NO: 47

Which two tasks must an administrator perform on Cisco desktop admin to support presence?

A. Assign contact list to a CSQB. Assign contact list to workflow

C. Assign an SME to a contact listD. Assign a contact list to a skillE. Assign and sort to a CSQ

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Answer: B,CExplanation:

QUESTION NO: 48

Which of the following is not a CRS Telephony or Media Subsystem?

A. Cisco MediaB. JTAPIC. VXMLD. MRCP ASR


QUESTION NO: 49

You have just successfully added a JTAPI trigger in CRS Administration. Which two items areautomatically configured on your CallManager?

A. CTI dialogue control port

B. CTI Route PointC. Dialogue groupD. CTI Route Point association with JTAPI user

Answer: B,DExplanation:

QUESTION NO: 50

Which two features are added when upgrading from IPCC Express Standard to Enhanced?(Choose two.)

A. Agent RoutingB. Historical ReportingC. Conditional RoutingD. Prioritized Queueing

Answer: A,DExplanation:

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QUESTION NO: 51

Which statement is true about the default script field when adding an application?

A. When a caller does not enter a choice in a Menu step, it will execute the default script.B. Any problems running the configured script will cause the default script to be executed.

C. When the caller enters a digit in the Menu steps that is not defined, the default script will beexecuted.D. When the caller enters a digit that is not checked in the filter of the Get Digit String step, thedefault script will be executed.


QUESTION NO: 52

Which step can be used to trap runtime script errors and recover gracefully?

A. setB. call subflowC. on exception gotoD. get reporting statistic


QUESTION NO: 53

Presence integration is a cisco unified CC feature available in which of these packages?

A. premium, enhanced, and standardB. premium onlyC. premium with high availablility onlyD. premium and enhanced


QUESTION NO: 54

Which step would you use to get information about the number of contacts currently in queue?

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A. get contact infoB. get session infoC. get call contact infoD. get reporting statistics

Answer: D

Explanation:

QUESTION NO: 55

Which three tasks are supported by the cisco supervisor desktop?

A. push a web page to an agents cisco agent desktopB. chat with a agentC. log in an agentD. change an agents state to readyE. send an email to an agent

Answer: A,B,DExplanation:

QUESTION NO: 56

A preview out bound dialer uses which source and destination resources?

A. A CTI port to the customerB. ACD line of the agent to the customerC. the personal line of the agent to the customerD. a CTI port agent then redirected to the customer


QUESTION NO: 57

The Cisco CRS Server must be configured to communicate and interoperate with Cisco CallManager. Which two must be configered on the Cisco CRS Server? (Choose two)

A. Repository Manager to load applicationsB. JTAPI subsystem with the CTI port group

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C. Database subsystem communication with LDAP directory.D. JTAPI subsystem with the user created in Cisco Call Manager.


QUESTION NO: 58

In the Cisco IP Telephony architecture, what is the purpose of the Cisco Call Manager?

A. Connects the enterprise IP Telephone network to the PSTN.B. Stores configuration infromartion and application scripts for CRS.C. Provides basic services for Voice over IP, and manages gateways.D. Allows designers to create, modify and debug CRS Application scripts.


QUESTION NO: 59

Which two components are installed from the CRS Installer CD? (Choose two)

A. ServiceabilityB. Language PackC. MS SQL ServerD. iPlanet WEb ServerE. Windows 2000 Server OS


QUESTION NO: 60

Once an email is sent by the CRS application, the call is kept wait until ...

A. ...a transaction timeout occursB. ...a config wait time is reachC. ...the message is accept by the email server

D. ... the receptian acknowledges receipt of the email

Answer: A,C

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Explanation:

QUESTION NO: 61

Which step must be executed before a DB Get step?

A. AcceptB. DB ReadC. DB WriteD. DB Release

Answer: BExplanation: After getting data from a database, releasing the dedicated resources is needed.

QUESTION NO: 62

What two things happen when the CRS Publisher Database on an HRDB expansion server fails?

A. All call processign immediately begins using the CRS Subscriber Database.

B. Calls in the queue are droppedC. Agent calls are dropped.D. CRS conffiguration changes are blocked until the CRS Publisher Database is restored andsyncronized with the CRS Subscriber Database


QUESTION NO: 63

Which one is the Enhanced premium on cc express?

A. HTTP-based triggerB. Wrap-up timeC. Keystroke macrosD. Supervisor recordingE. Agent to agent text chatting


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QUESTION NO: 64

The Call Redirect step sends a caller to a device that does not answer. Which branch of the stepis executed?

A. BusyB. InvalidC. SuccessfulD. Unsuccessful


QUESTION NO: 65

A customer with IPCC Express Standard reports that a script using the Database steps is notworking. What is the most likely root cause?

A. The script probably has an error in the DSN configuration.B. IPCC Express Standard is not licensed for Database steps.

C. The script probably has an error in the query string.D. There is probably an interoperability problem between IPCC Express and the database.


QUESTION NO: 66

How does the CRS Server know that it has received an ASR-enabled contact?

A. The workflow has ASR steps in it.B. The contact is on an ASR Dialogue Group channel.C. The contact is on a JTAPI Call Control Group channel.D. The contact is on a Cisco Media Dialogue Group channel.


QUESTION NO: 67

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Which branch of the step is performed when the Call Redirect step sends a caller to a device notexisting in the CallManager?

A. SuccessfulB. InvalidC. UnsuccessfulD. Busy


QUESTION NO: 68

What happens when the CRS Engine fails in a High-Availability CRS deployment?

A. All activities fail over without any loss of data or dropping any calls.B. All current agent calls are dropped.C. All callers on active CTI ports are dropped.D. The standby CRS Engine starts, processing new calls immediately.


QUESTION NO: 69

Which step must be executed before an email can be sent?

A. Send EmailB. Attach EmailC. Create Email

D. Delete Email


QUESTION NO: 70

What CRS Server configuration enabled the CRS Server to fail over to a secondary Call Manager

when the primary Call Manager fails?

A. The LDAP Directory must have a secondary profile configured

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B. No special configuration is required. Call Manager maintains the failover.C. There must be a second JTAPI user configured with an alternative range of CTI ports.D. the CRS Server's JTAPI Provider must be configured with secondary Call Manager's IPaddress following the primaries.

Answer: A

Explanation:

QUESTION NO: 71

A Cisco Unified Contact Center Express 7.0 deployment requires support for 20 concurrentlylogged-in agents. The agents are split across two remote sites, and the high-availability CiscoUnified CCX Engine, Database, VoIP Monitoring, and Recording server processes run at a centraldata center. The agents will be using CAD with Cisco Unified IP Phone 7960G and end-point

monitoring. Very little recording and silent monitoring will be performed, and no historical reportingwill be done during call center open hours.

What is the minimum number of Cisco Unified Contact Center Express hardware servers requiredfor this Cisco Unified Contact Center Express deployment?

A. 1 serverB. 2 serversC. 3 serversD. 4 serversE. 5 servers


QUESTION NO: 72

Which tool is used to size Cisco Unified CCX? A. Analysis ManagerB. Cisco Unified Communications Sizing ToolC. Expert AdvisorD. Cisco Unified Real-Time Monitoring Tool


QUESTION NO: 73

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Which three of the following tasks can be performed using Cisco Unified Real-Time MonitoringTool? (Choose three)

A. collect trace filesB. stop and start Cisco Unified CCX servicesC. view syslog messagesD. perform backup and restore functionsE. monitor the health of the Cisco Unified CCX system

Answer: A,C,EExplanation:

QUESTION NO: 74

Which tool protects Cisco Unified Contact Center Express against worms, day-zero viruses, andother intermediate security threats?

A. Microsoft SQL Server 2000B. Microsoft management ConsoleC. Cisco Security AgentD. Quality Manager


QUESTION NO: 75

Which three statements describe the importing of contacts into a Cisco Unified Contact CenterExpress campaign?

A. Phone1 is the only mandatory field.B. Up to three custom fields can be added.C. List filtering for Do Not Call is unsupported.D. When records have matching phone numbers, only one record is created.E. Imports can be automatically executed on a weekly basis.

Answer: A,C,DExplanation:

QUESTION NO: 76

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You are designing a Cisco Unified Contact Center Express system with four requirements:

250 configured agents 150 agents maximum logged in at any given time

30 agents able to make outbound calls 20 agents able to answer emails

How many premium seats should be purchased?

A. 150 seatsB. 180 seatsC. 200 seatsD. 250 seats


QUESTION NO: 77

Which of the following is not an input that is required when you install Cisco Unified CCX?

A. application usernameB. platform administrator usernameC. IP addressD. default languageE. time zone


QUESTION NO: 78

An organization wants to collect an account number from a customer via IVR prompting. Then,using a keystroke macro, the customer wants to insert the account number into the accountnumber field in the agentas CRM desktop application. The keystroke macro will also initiate theCRM desktop application, executing a database lookup from the CRM Database server to retrievethe customer record. Assuming the organization wants the lowest cost solution, what product doesthis organization need for this capability?

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A. Cisco Unified CCX StandardB. Cisco Unified CCX EnhancedC. Cisco Unified CCX PremiumD. Cisco Unified CCX EnterpriseE. Cisco Unified IP IVR


QUESTION NO: 79

In a Cisco Unified Contact Center Express deployment with Cisco Unified CommunicationsManager Express, which feature is disabled on the Cisco Agent Desktop?

A. recordingB. monitoringC. embedded browserD. call-control buttons


QUESTION NO: 80

In the Expression Editor panel of Cisco Unified CCX Script Editor, what are three reasons to usethe Java tab? (Choose three.)

A. to invoke a specified method of a custom Java classB. to reference a variable of a custom Java ObjectC. to pass variables between two different workflowsD. to create an object for the purpose of executing methods on a remote computerE. to get a reference to the Contact and Session statesF. to allow for arguments to be passed to a specified method

Answer: A,B,FExplanation:

QUESTION NO: 81

Where can you start, stop, and restart Cisco unified Contact Center Express services?

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A. Control Center on Cisco Unified Contact Center Express ServiceabilityB. System page on Cisco Unified Contact Center Express AdministratorC. Cisco Desktop AdministratorD. Cisco Unified Communications Operating System Administrator

Answer: A

Explanation:

QUESTION NO: 82

Which Cisco Unified Contact Center Express platform set supports the use of an embeddedInternet browser within the Cisco Agent Desktop?

A. Premium onlyB. Enhanced and Premium onlyC. Standard, Enhanced, and PremiumD. Cisco Unified Contact Center Express does not support an embedded Internet browser


QUESTION NO: 83

In Cisco unified ccx, where is wrap-up data enabled?

A. In the Cisco supervisor desktopB. In csq configuration on application administratorC. On work flow groups on Cisco desktop work flow admD. In resource configuration or app adm


QUESTION NO: 84

If an existing script is uploaded to the Cisco Unified CCX, what does Cisco Unified CCX ask?

A. Do you want to debug the script?

B. Do you want to refresh the script?C. Do you want to save the application?D. Do you want to validate the script?

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QUESTION NO: 85

Which three Cisco Unified Contact Center Express Application Administration tasks may beperformed by a supervisor who does not have administrative privilege? (Choose three)

A. Delete a resource groupB. Remove a skill from a CSQC. Enable automate work on a CSQ.D. Modify the skill competence level of an agentE. Create a resourceF. Delete a skill

Answer: B,C,DExplanation:

QUESTION NO: 86

Which two items are auto installed on the Cisco ccx server by the Cisco unified contact centerinstaller?

A. IVR promptB. Cisco agent desktopC. Cisco desktop work flow admD. Cisco unified communication managerE. Work flow management

Answer: A,C

Explanation:

QUESTION NO: 87

Which three features are included in Cisco Unified Contact Center Express Supervisor Desktop?(Choose three)

A. graphical reports

B. dockable windowsC. access to chat logsD. URL push to agents

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E. send an email to an agentF. send a call in queue to a specific agent


QUESTION NO: 88

Which subsystem handles connection between CCX and enterprise database?

A. MediaB. JTAPIC. DatabaseD. Application


QUESTION NO: 89

Which two items are automatically installed on the Cisco Unified CCX server by the Cisco UnifiedContact Center Egress Installer? (Choose two)

A. IVR System PromptsB. Cisco Supervisor DesktopC. Unified Communications Operating SystemD. Cisco Unified Communications ManagerE. Workforce ManagementF. Desktop Work Flow Administor

Answer: A,FExplanation:

QUESTION NO: 90

The Cisco Unified CCX license MAC is generated based on which three items?

(Choose three)

A. HostnameB. IP addressC. gateway address

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D. physical MACE. Cisco Unified CCX version

Answer: A,B,CExplanation:

Topic 2, Volume B

QUESTION NO: 91

Which tool is used to estimate the hardware server resources that are required for a Cisco UnifiedCCX deployment?

A. IPC Resource CalculatorB. CT1 Port CalculatorC. Cisco Unified Communications Sizing ToolD. Cisco Unified CCX Applications Administration


QUESTION NO: 92

If DB Get is done after a DB read that return 0 row, which branch of the DB Get step will beexecuted?

A. no dataB. time outC. SQL errorD. Successful


QUESTION NO: 93

In the Cisco IP Telephone architecture, what is the purpose of the Gateway?

A. Connects the enterprise IP Telephony network to the PSTN.B. Stores configuration information and application scripts for the CRS.C. Provides basic services fro Voice over IP and manages gateways.

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D. Allows designers to create, modify, and debug CRS Application scripts.


QUESTION NO: 94

Presence integration is a Cisco unified CCX feature available in which of these packages?

A. premium, enhanced, and standardB. premium onlyC. premium with high availability onlyD. premium and enhanced\


QUESTION NO: 95

Agent Email is a Cisco Unified CCX feature available in which of these packages?

A. Premium enhanced, standardB. PremiumC. Premium & stdD. Premium and enhanced


QUESTION NO: 96

What is the maximum number of concurrent emails an agent can have?

A. 1 emailB. 2 emailsC. 5 email sD. 10 emails


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QUESTION NO: 97

How do you remove a phantom call (sometimes also referred to as ghost call) that is stuck inqueue in the CSQ real-time report?

A. log out all agents

B. restart the browser-based real-time reporting clientC. select the phantom call from the list of waiting contacts and select clear contact from the toolsmenuD. reset the real-time reports


QUESTION NO: 98

If you have not configured the database subsystem, what is the status of the database subsystemon the control center page of AppAdmin?

A. partial serviceB. out of serviceC. shutdownD. not configured


QUESTION NO: 99

Which three tasks can an agent perform using email?

A. save the response as a draftB. send the response to the supervisor for reviewC. transfer the email to another CSQD. transfer the email to another agentE. delete the emailF. mark the email as junk

Answer: A,B,CExplanation:

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QUESTION NO: 100

Which type of information is available from the cisco unified contact center express control center?

A. database replication statusB. system parameters configuration

C. date and time of most recent failureD. cisco unified communications manager cluster status


QUESTION NO: 101

Which configuration enables a cisco unified contact center express server to fail over to a secondary cisco unified communications manager server when the primary server fails?

A. no special configuration is neededB. configure LDAP with a secondary phoneC. configure a second cisco unified communications manager telephone user with an alternaterange of CTI portsD. configure the telephone provide with a primary and secondary cisco unified communications

manager IP address


QUESTION NO: 102

Which three tasks can an agent perform on the cisco agent desktop?

A. chat with an SMEB. send an email to an SMEC. send enterprise data to an SMED. transfer a call to an SMEE. see the ACD state of an SME

Answer: A,C,DExplanation:

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QUESTION NO: 103

Which two features are added when upgrading from Cisco unified CCX standard to enhanced?

A. agent routingB. historical reporting

C. conditional routingD. priority queuing


QUESTION NO: 104

Which two are possible root causes for the application subsystem going into partial service status?(Choose two)

A. Cisco unified communications manager telephone provider problemB. CTI route point problemC. CTI port group problemD. script problemE. system deadlock problem

Answer: D,EExplanation:

QUESTION NO: 105

In a cisco unified contact center express deployment with cisco unified communications managerexpress. Which feature is able on the cisco agent desktop?

A. recordingB. monitoringC. embedded browserD. call-control buttons


QUESTION NO: 106

Select a statement about the Call subflow step that is not true

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A. a subflow can access all vanables in the calling scriptB. when the call subflow step executes. you can transfer values of variables from the calling flowto the subflowC. after the call subflow step exrcutes. you can transfer values of variables from the subflow to thecalling flowD. the same subflow can be invoked from different scripts


QUESTION NO: 107

Which two items are automatically installed on the Cisco unified CCX server by the Cisco unifiedcontact center express installer?(choose two)

A. IVR system promptsB. Cisco agent desktopC. Cisco desktop work flow administratorD. Unified Communications Operating SystemE. workforce management


QUESTION NO: 108

Where are Cisco Unified CCX users managed and their data stored when deployed with CiscoUnified communications manager express?

A. in Cisco Unified communications manager express with user data stored in the Cisco Unifiedcontact center express databaseB. in application administration with user data stored in the Cisco Unified contact center expressdatabaseC. in Cisco Unified communications manager express with user data stored in the Cisco Unifiedcommunications manager express databaseD. in application administration with user data stored in the Cisco Unified communicationsmanager express database


QUESTION NO: 109

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Which of these mail stores supported by agent email?

A. Yahoo mailB. Lotus NotesC. Microsoft ExchangeD. gmail


QUESTION NO: 110

Which three tasks are supported by the Cisco unified CCX editor? (Choose three)

A. perform reactive debugging without connecting to the Cisco unified CCX clusterB. save a script in repositoryC. insert breakpoints in a scriptD. create final variablesE. export a script to XML format

Answer: B,C,EExplanation:

QUESTION NO: 111

Which three components can or will be installed from the Cisco Unified CCX installer media?(Choose three)

A. iplanet web serverB. Cisco Unified CCX engine

C. Cisco IP telephony windows 2003 server OSD. Cisco unified communications managerE. recording componentF. MS SQL server

Answer: B,E,FExplanation:

QUESTION NO: 112

With which product is Cisco unified CCX integrated in order to allow an agent to chat with an SME

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using CAD?

A. cisco unified presenceB. IP phone messengerC. webex connectD. Microsoft office communicator


QUESTION NO: 113

What is a benefit of using subflows?

A. decreases the amount of flowsB. collects information about callers to agentsC. creates a framework for CRS Server status reportingD. decreases latency through increased bandwidth on CRS ServerE. provide more efficient management of flows that are called by multiple other flows


QUESTION NO: 114

In a high availability scenario, what is the longest expected downtime for a Cisco Agent Desktopfailover?

A. 30 secondsB. 45 seconds

C. 10 secondsD. 60 seconds


QUESTION NO: 115

CiscoWorks IP Telephony Environment Monitor (ITEM) provides what two serviceabilitycapabilities? (Choose two.)

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A. Monitoring of Cisco voice elementsB. Diagnostic trace tools to analyze connectivityC. Problem alerts for operations personnelD. User Tracking to track IP telephonesE. Tool to collect syslog messages from multiple sources


QUESTION NO: 116

Which configuration enables a Cisco Unified Contact Center Express server to fail over to asecondary Cisco Unified Communications Manager server when the primary server fails?

A. Configure LDAP with a secondary profile.B. Configure a second Cisco Unified Communications Manager telephony user with an alternaterange of CTI ports.C. Configure the telephony provider with a primary and secondary Cisco Unified CommunicationsManager IP address.D. No special configuration is needed.


QUESTION NO: 117

How is the default e-mail address in the E-mail Subsystem Configuration page used?

A. It receives all mail sent in the Send E-mail step as a bcc.B. It is used if no e-mail contact is specified in the Create E-mail step.C. It becomes the From address in the Send E-Mail step if no address is specified.D. It automatically receives alarms generated by the Cisco CRS Server.


QUESTION NO: 118

An organization wants to collect an account number from a customer via IVR prompting. Then,using a keystroke macro, they want to pop the account number into the account number field inthe agent's CRM desktop application. The keystroke macro will also initiate the CRM desktopapplication, executing a database lookup from the CRM Database server to retrieve the customer

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record. Assuming the organization wants the lowest cost solution, what product does thisorganization need for this capability?

A. IPCC Express PremiumB. IP IVRC. IPCC Express StandardD. IPCC Express EnhancedE. IPCC Enterprise


QUESTION NO: 119

What does CSQ stand for in Cisco Unified Contact Center Express?

A. Common Service QueueB. Contact Skill QueueC. Common Skill QueueD. Contact Service QueueE. Competence Skill QueueF. Competence Service Queue


QUESTION NO: 120

What allows you to monitor the system performance of the Cisco CRS System (CPU, memory,etc.)?

A. Microsoft Windows 2000 Performance MonitoringB. CRS Application AdministrationC. Cisco Supervisor DesktopD. CRS Application EditorE. Cisco Desktop Administrator


QUESTION NO: 121

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Which Cisco Unified Contact Center Express deployment scenario is valid?

A. Cisco Unified Contact Center Express 4.0 with Cisco Unified Communications Manager 4.1B. Cisco Unified Contact Center Express 4.0 with Cisco Unified Communications Manager 4.0C. Cisco Unified Contact Center Express 5.0 with Cisco Unified Communications Manager 5.0D. Cisco Unified Contact Center Express 4.5 with Cisco Unified Communications Manager 4.3


QUESTION NO: 122

How is product licensing stored and viewed in Cisco Unified Contact Center Express 4.0?

A. stored in local files, viewed in Cisco CRS Application AdministrationB. stored in LDAP, viewed in Cisco CRS Application AdministrationC. stored in local files, viewed in Cisco CRS License Update UtilityD. stored in LDAP, viewed in Cisco CRS License Update Utility


QUESTION NO: 123

How can you configure the Prompt step to play different prompts following subsequent timeouts orretries?

A. Configure it as a Random Container Prompt.B. Configure it as an Escalating Container Prompt.C. Configure it as a Generated Prompt.

D. Configure it as a Concatenated Container Prompt.


QUESTION NO: 124

Which Cisco ccx plate form set support the use of an embedded browser?

A. Enhanced & premiumB. Premium

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C. EnhancedD. NoneE. Premium standardF. Enhanced standard

Answer: A

Explanation:

QUESTION NO: 125

Which three feature enhancements are included in Cisco Unified Contact Center Express 5.0Supervisor Desktop? (Choose three.)

A. dockable windowsB. graphical reportsC. multi-tab browsersD. URL push to agents


QUESTION NO: 126

What is the maximum number of agents supported for CCM co-resident installations?

A. 20B. 15C. 5D. 10


QUESTION NO: 127

When using the Call Subflow step, can variables be shared between the parent (calling) flow andthe subflow?

A. No.B. Yes.C. Yes, but they must be manually created in both flows and have the same name.

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D. Yes, but they must be manually passed via input and output mapping.


QUESTION NO: 128

The use of 7845-I2 or 7845-H2 servers allows Cisco Unified CCX 5.0 to support more of which ofthe following?

A. IVR portsB. VXML portsC. simultaneous reporting sessionsD. agents


QUESTION NO: 129

What is the Flush Input Buffer setting used for in the Input tab of the Menu step?

A. to prevent the caller from entering a menu choice before the prompt has playedB. to clear the value of the menu choice before the prompt is playedC. to release memory held by the prompt variableD. to prevent the previous value from being used again on the menu choice


QUESTION NO: 130

Which three server types are supported for the installation of Cisco CRS? (Choose three.)

A. Dell PowerEdge serversB. IBM xSeries Cisco certified serversC. HP DL Cisco certified serversD. Acer Altos servers

E. Cisco MCS 78xx serversF. Apple servers

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QUESTION NO: 131

Which phone type has the following support matrix for Cisco Unified Contact Center Express?

version 4.0 unsupported version 4.5 supported version 5.0 supported

A. SIPB. MGCPC. SCCPD. H.323


QUESTION NO: 132When a call terminates, which Cisco Unified CCX setting takes precedence over "AutomatedAvailable" to determine the agent's next state?

A. Service Level settingsB. Automatic WorkC. Automatic WrapUpD. Resource Pool selection

E. Prompt for this CSQ


QUESTION NO: 133

Which two steps check out a database connection from the connection pool? (Choose two.)

A. DB WriteB. DB Read

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C. DB ReleaseD. DB Get


QUESTION NO: 134

When would the Cisco Supervisor Desktop fail to show an agent that is logged in?

A. The agent is an IP phone agent.B. The agent is not ready.C. The agent is not on a call.D. The agent is not in the team currently being viewed by the supervisor.


QUESTION NO: 135

What is the maximum number of CTI ports supported by a Cisco Unified Contact Center Express5.0 Standard deployment?

A. 300B. Varies. Based on the number of expansion serversC. Varies. Based on the number of configured applicationsD. 150E. 200


QUESTION NO: 136

Which configuration object can have skills assigned to it in Cisco Unified Contact Center Express?

A. competence levels

B. Contact Service QueueC. Resource GroupsD. Skill Groups

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QUESTION NO: 137

Which server or servers combine with redundant Cisco CRS engines to make a valid Cisco CRS4.0 deployment?

A. five recording serversB. a simplex database serverC. five simplex VoIP monitoring serversD. two VoIP monitoring servers and three recording servers


QUESTION NO: 138

The CRS Engine is the handling layer and the interface to all required external supplier systems.Where do you enable the CRS engine?

A. Cluster Setup pageB. Component Activation pageC. Server Setup pageD. Publisher Activation page


QUESTION NO: 139

When will a skills-based CSQ that requires a skill competency of four (4) select an IPCC Expressagent?

A. if the ICD agent is available and has a skill competency of nine (9) in another skill defined inCRSB. if the ICD agent is available and has a skill competency of one (1) in the required skill for theCSQ

C. if the ICD agent is available and has a skill competency of seven (7) in the required skill for theCSQD. if the ICD agent is available and has a skill competency of three (3) in the required skill defined

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in CRS


QUESTION NO: 140

Which two serviceability capabilities are provided by CiscoWorks IP Telephony EnvironmentMonitor (ITEM)? (Choose two.)

A. User Tracking to track IP telephonesB. Diagnostic trace tools to analyze connectivityC. Monitoring of Cisco voice elementsD. Problem alerts for operations personnel

Answer: C,DExplanation:

QUESTION NO: 141

What features are supported in a license for IPCC Express 4.0 Enhanced? (Choose three.)

A. database integrationB. prompt and collectC. read HTTP and XML DocumentsD. announcements


QUESTION NO: 142

Which three of the following are valid CRS deployment scenarios? (Choose three.)

A. High Availability CRS Engines running on hardware from different server classesB. High Availability CRS Engines running on similar hardware from the same server class but fromdifferent vendorsC. High Availability CRS Engines and four simplex VoIP Monitoring Servers

D. CCM co-resident deployment on an MCS 7815

Answer: B,C,D

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Explanation:

QUESTION NO: 143

What is the typical number of trunks in a Call Center?

A. equal to half the number of IVR portsB. greater than the number of IVR ports plus the number of agent phonesC. less than or equal to the number of IVR ports plus the number of agent phonesD. twice the number of IVR ports plus the number of agent phones


QUESTION NO: 144

How does the Extended Get Digit String step differ from the Get Digit String? (Choose two.)

A. It can be used in conjunction with another step.B. It allows the application programmer into another section of the application.C. Most of the Extended Get Digit String variables can be changed while the application is

running.D. It allows the entry of a Boolean expression for the Inter ruptible and Clear DTMF Buffer onRetry fields.


QUESTION NO: 145

What is the default file name for the component trace file?

A. CiscoMIVR.logB. CiscoMADM.logC. CiscoMEDT.logD. CiscoMCVD.log

Answer: A

Explanation:

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QUESTION NO: 146

How do you start an event-triggered debug session?

A. Select "Start" from the Debug menu in CRS Script Editor.B. Select "Reactive Script..." from the Debug menu in CRS Script Editor.

C. Select "Debugging" from the Trace menu in CRS Application Administration.D. Select "Start Trace" from the Trace menu in CRS Application Administration.


QUESTION NO: 147

When installing the CRS software on two or more nodes in the same cluster, how do you know it issafe to start installing the next node?

A. Wait until the node is completely installed to start installation on the next one.B. After you insert Disk 2.C. A dialog box, "It is now safe to start installing the next node," appears during the installation.D. After Windows OS is installed on the first node.


QUESTION NO: 148

Which statement is true about the default e-mail address used in the E-mail SubsystemConfiguration page?

A. If no From field is specified with an address in the Send E-mail step, it will use the default.B. All Send E-mail steps are automatically sent as a Blind cc: to the default.C. Alarms that are generated by the CRS Server are automatically sent to it.D. If no e-mail contact is specified in the Create E-mail step, the default is used.


QUESTION NO: 149

In a CRS cluster with Standby Servers, which of the following statements are true?

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(Choose two.)

A. The Standby Server can be installed across the WAN from the active server.B. MS SQL 2000 must be installed for the data stores.C. MS SQL 2000 or MSDE can be installed for the data stores.D. On the Standby Server, you must install the same components that are installed on itscorresponding active server.


QUESTION NO: 150

In a redundant IPCC Express deployment, when you add a JTAPI Call Control Group with 100 CTIports, how many device records will be added to the CallManager database?

A. CTI Ports are not added by the creation of a Call Control Group.B. CTI ports are no longer required to be added to the CallManager database.C. One hundred devices will be added to the CallManager database.D. Two hundred devices will be added to the CallManager database.


QUESTION NO: 151

What are three of the fields used in defining a CSQ in IPCC Express Enhanced? (Choose three.)

A. WrapUp TimeB. Service Level

C. Overflow CSQD. Automatic Work


QUESTION NO: 152

Where do you send the finished configuration and ordering spreadsheet when manual bidassurance is required?

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A. [email protected]. [email protected]. [email protected]. [email protected]

Answer: B

Explanation:

QUESTION NO: 153

Which of the following data is automatically migrated when upgrading from CRS 3.X to CRS 4.0?Select all that apply.

A. JTAPI Client Information ConfigurationB. Call Recording FilesC. Maintenance ReleaseD. CRS Configuration DataE. User scripts loaded in repository

Answer: A,B,D,EExplanation:

QUESTION NO: 154

What two situations prevent the supervisor from silently monitoring the phone conversation of anagent in IPCC Express Enhanced? (Choose two.)

A. The agent is logged in and is on the phone.B. The agent is logged in but is not on the phone.C. The supervisor is a participant in a phone call.D. The supervisor has barged in.


QUESTION NO: 155

What two types of call treatment are supported by IPCC Express 4.0? (Choose two.)

A. Standard IVR portB. Enhanced IVR port

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C. prompt-and-collect port (basic)D. IVR port (advanced)


QUESTION NO: 156

How do you debug an application with an Accept step?

A. Select Start from the Debug pulldown, then call the trigger.B. Select Step Over from the Debug pulldown, then call the trigger.C. Call the trigger, and when the workflow answers, select Start from the Debug pulldown.D. Select Reactive Application, then call the trigger and press F10 to step through the workflow.


QUESTION NO: 157

How do you obtain CRS license files?

A. They are in the license folder on the CRS CD.B. They are in the license folder on the CallManager CD.C. They are sent by e-mail from Cisco.D. They are in the license folder on the Cisco IPT OS CD.


QUESTION NO: 158

Which of the following CRS upgrades are allowed? (Choose three).

A. CRS 2.2 to CRS 3.5B. CRS 3.1 to CRS 4.0C. CRS 2.2 to CRS 4.0D. CRS 3.5 to CRS 4.0


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QUESTION NO: 159

Contact Center Express communication with ICM via a co-resident PG and IP IVR integrating withthe Enterprise version to function as a queue point and self-service platform are two valid

Customer Response Solution deployment scenarios for Cisco Unified Communications?

A. TrueB. False


QUESTION NO: 160

Which three of the following are licensed Cisco CRS 4.0 software products? (Choose three.)

A. IPCC Express (Standard, Enhanced, or Premium)B. IP IVRC. Auto AttendantD. IP Queue Manager


QUESTION NO: 161

What are two ways a call can be documented as abandoned? Select two.

A. The agent hangs up on the caller.B. The caller hangs up before reaching an agent.C. The caller hangs up after reaching a session-handled step.D. The caller hangs up before reaching a session-handled step.


QUESTION NO: 162

Which feature is disabled on Cisco agent desktop?

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A. RecordingB. MonitoringC. Embedded browserD. Call-control button

Answer: B

Explanation:

QUESTION NO: 163

Which configuration can have skill assigned to it in Cisco ccx?

A. Contact service queueB. Skill groupsC. Resource groupD. Competence queue


QUESTION NO: 164

What is the maximum number of CTI ports that can be supported by a Cisco Unified ContactCenter Express 8.0 Standard deployment?

A. 150B. 200C. 300D. 400


QUESTION NO: 165

Which deployment option is invalid for Cisco Unified Contact Center Express?

A. a two-node Cisco Unified Contact Center Express cluster connected to a Cisco UnifiedCommunications Manager clusterB. a one-node Cisco Unified Contact Center Express cluster connected to two Cisco Unified

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Communications Manager clustersC. a one-node Cisco Unified Contact Center Express cluster connected to a Cisco UnifiedCommunications Manager Express routerD. two Cisco Unified Contact Center Express clusters, each with two nodes, connected to thesame Cisco Unified Cisco Unified Communications Manager cluster


QUESTION NO: 166

What is the maximum round-trip time between Cisco Unified CCX servers in a WAN deployment?

A. 2 msB. 10 msC. 50 msD. 80 ms


QUESTION NO: 167

Which two tasks must an administrator perform on Cisco Desktop Administrator to supportpresence integration? (Choose two.)

A. Assign a contact list to a CSQ.B. Assign a contact list to a workflow group.C. Assign an SME to a contact list.D. Assign a contact list to a skill.E. Assign an SME to a CSQ.

Answer: B,CExplanation:

QUESTION NO: 168

Which three components are installed from the Cisco Unified CCX Installer media? (Choosethree.)

A. iPlanet Web Server

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B. Cisco Unified CCX EngineC. Cisco Unified Operations ManagerD. Cisco Unified Communications ManagerE. Recording ComponentF. Informix DB

Answer: B,E,FExplanation:

QUESTION NO: 169

Select a statement about the Call Subflow step that is not true.

A. A subflow can access all variables in the calling script.B. When the Call Subflow step executes, you can transfer values of variables from the calling flowto the subflow.C. After the Call Subflow step executes, you can transfer values of variables from the subflow tothe calling flow.D. The same subflow can be invoked from different scripts.


QUESTION NO: 170

What is the purpose of setting the Flush Input Buffer field of the Menu step to true?

A. to release memory held by the prompt variableB. to clear previously entered input before the Menu step executesC. to specify if the step can be interrupted by an agent who becomes availableD. to prevent the caller from entering a menu choice before the prompt has played


QUESTION NO: 171

In the Cisco Unified CCX Editor, where do you start the debugger?

A. toolbarB. Step palette

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C. Design windowD. Variable window


QUESTION NO: 172

What happens if all CTI ports for the configured Cisco Unified Communications ManagerTelephony Group are busy when a new call arrives?

A. The caller will receive network busy treatment.B. The caller will receive ringing treatment.C. Cisco Unified Communications Manager will forward the call to the directory number configuredfor forward-on busy for this CTI Route Point in Cisco Unified Communications Manager.D. An exception is raised, but the call is accepted and processed.E. Cisco Unified Communications Manager will forward the caller to the directory numberconfigured in Cisco Unified CCX for overflow.


QUESTION NO: 173

In addition to writing information to a trace file, the Cisco Unified CCX system sends standardevent logging messages to a syslog server through which service?

A. SNMP TrapB. AlarmC. CDPD. Win32


QUESTION NO: 174

How is the default eMail address in the eMail Subsystem Configuration page used?

A. It receives all mail sent in the Send eMail step as a bcc.B. It is the From address for emails sent by agents using Agent E-mail.

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C. It is used if no email contact is specified in the Create eMail step.D. It becomes the From address in the Send eMail step if no address is specified.


QUESTION NO: 175

What is the maximum number of agents that can be supported by Cisco Unified CCX 8.0 whendeployed with Cisco Unified Communications Manager?

A. 50B. 150C. 300D. 400


QUESTION NO: 176

Which three fields are used in defining a CSQ in Cisco Unified Contact Center ExpressEnhanced? (Choose three.)

A. Agent NameB. WrapUp TimeC. Service LevelD. Overflow CSQE. Automatic WorkF. CCX Application


QUESTION NO: 177

In Cisco Unified CCX Administration, what is created on the Communications Manager when youadd a Cisco Unified Communications Manager Telephony group?

A. CTI PortsB. CTI Route Point

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C. Cisco Unified CCX Call Control GroupD. Cisco Unified Communications Manager Call Control Group


QUESTION NO: 178

Which codec should be selected when a Cisco Unified CCX cluster uses ASR?

A. G.711B. G.723C. G.729D. Any codec works fine with ASR.


QUESTION NO: 179

Which three tasks are required to deploy a Cisco Unified CCX application? (Choose three.)

A. create a triggerB. upload script to repositoryC. restart the Cisco Unified CCX EngineD. specify the maximum number of sessionsE. configure default session timeout


QUESTION NO: 180

Which subsystem handles connections between the Cisco Unified Contact Center Express Serverand the Enterprise Databases?

A. MediaB. JTAPI

C. DatabaseD. Application

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QUESTION NO: 181

Perform reactive debugging without connecting to the Cisco Unified CCX cluster.

A. Save a script in repository.B. Insert breakpoints in a script.C. Create final variables.D. Export a script to XML format.


QUESTION NO: 182

If the Call Redirect step sends a caller to a device that does not exist in the CallManager, whichbranch of the step is executed?

A. Busy

B. InvalidC. SuccessfulD. Unsuccessful


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