500-442 CCEA
Associated certification: Unified Contact Center Enterprise Specialization requirement for Systems Engineers
Duration: 90 mins
Language: English
Exam overview
This exam tests a candidate’s knowledge of CCE Overview, Basic Calls and Agent settings, CCE Configuration and Implementation, Advance Configuration, Advance Features, and Reporting.
Administering Cisco Contact Center Enterprise (500-442)
Exam Description: Administering Cisco Contact Center Enterprise (CCEA 500-442) is a 90- minute exam associated with the Unified Contact Center Enterprise Specialization requirements for Systems Engineers. This exam tests a candidate’s knowledge of basic calls and agent settings, CCE configuration and implementation, advanced configuration, advanced features, and reporting.
The courses Understanding Cisco Contact Center Enterprise Foundations, and Administering Cisco Contact Center Enterprise help candidates to prepare for this exam.
The following topics are general guidelines for the content likely to be included on the exam.
However, other related topics may also appear on any specific delivery of the exam. To better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.
Exam topics
The following topics are general guidelines for the content likely to be included on the exam. However, other related topics may also appear on any specific delivery of the exam. In order to better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.
20% 1.0 Overview
1.1 Understand Contact Center basics
1.2 Describe CCE components and architecture
1.3 Explain call flow
1.4 Describe access tools
20% 2.0 Basic Calls and Agent settings
2.1 Deploy basic call settings
2.2 Build basic ICM scripts
2.3 Configure basic agent functionality
2.4 Configure basic call treatment
20% 3.0 Configuration and Implementation
3.1 Implement precision routing
3.2 Configure agent teams and supervisors
3.3 Utilize Finesse administration tool
20% 4.0 Advanced Configuration
4.1 Implement VXML applications
4.2 Configure roles and departments
4.3 Configure RONA support
10% 5.0 Advanced Features
5.1 Understand CCE features beyond default
10% 6.0 Reporting
6.1 Utilize CUIC
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QUESTION 1
Which tool can be used to monitor Cisco Unified Communications Manager statistics?
A. Real-Time Monitoring Tool
B. Cisco Unified Contact Center Domain Manager
C. Performance Monitor
D. Operations Console
Answer: A
QUESTION 2
Which option lists the minimum extended call variables that are needed for Cisco Unified Customer
Voice Portal Agent Greetings?
A. user.microapp.ToExtVXML, user.microapp.app_media_lib, user.microapp.input_type
B. user.microapp.ToExtVXML, user.microapp.app.media_Server, user.microapp.locale
C. user.ToExtVXML, user. app_media_lib, user.input_type
D. user.microapp.FromExtVXML, user.microapp.app.media_Server, user.microapp.input_type
E. user.microapp.FromExtVXML, user.microapp.app_media_lib, user.microapp.input_type
Answer: A
QUESTION 3
Which CLI command is run on Cisco Unified Intelligence Center to check database replication?
A. show replication status
B. show dbreplication status
C. utils dbreplication status
D. utils replication status
Answer: C
QUESTION 4
Which dial number patterns are needed on a Cisco Packaged Contact Center Enterprise deployment
when configuring Cisco Unified CVP?
A. agent device, network VRU, ringtone, error
B. agent device, CUCM VRU, ringtone, survivability
C. agent device, network VRU, ringtone, survivability
D. ICM dialed number plan, network VRU, ringtone, error
E. ICM dialed number, network VRU, ring back, error
Answer: A
QUESTION 5
With Cisco Finesse, which two options list the two commands to stop and start the Tomcat service?
(Choose two.)
A. To stop the Cisco Tomcat service, enter this CLI command: utils service start Tomcat
B. To stop the Cisco Tomcat service, enter this CLI command: utils service stop Cisco Tomcat
C. To stop the Cisco Tomcat service, enter this CLI command: utils service stop Tomcat
D. To start the Cisco Tomcat service, enter this CLI command: utils service start Tomcat
E. To start the Cisco Tomcat service, enter this CLI command: utils service start Cisco Tomcat
Answer: B,E