500-442 Exam Questions
61 real 500-442 exam questions with expert-verified answers and explanations. Page 1 of 2.
- Question #1Configure Call Flow and Agent Workflow
What is the maximum number of attributes that can be assigned to an Agent?
agent attributesprecision routingagent limitsagent configuration - Question #2Configure Call Flow and Agent Workflow
Which two components are needed to setup RONA? (Choose two.)
RONAcall routing logicsystem timersredirection on no answer - Question #3Configure Call Flow and Agent Workflow
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?
ICM routing scriptCVP route requestcall flowICM response - Question #4Cisco Unified CCE Solution
Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)
IVRself-serviceDTMF menudatabase integration - Question #5Configure Call Flow and Agent Workflow
What is the suggested mechanism to offer coaching to agents by supervisors?
whisper coachingsupervisor toolsagent monitoringreal-time coaching - Question #6Administer Cisco Unified CCE Components
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor. Where can this task be accomplished?
security groupsActive DirectoryConfiguration Manageruser access control - Question #7Monitor and Troubleshoot Cisco Unified CCE
Which two role types have access to CUIC reporting objects maintained through a system of Roles and Permissions? (Choose two.)
CUIC rolesreport designerpermissionsreporting objects - Question #8Administer Cisco Unified CCE Components
Which two servers can be accessed from the Web Administration tool? (Choose two.)
Web Administration toolCVPFinesseserver management - Question #9Monitor and Troubleshoot Cisco Unified CCE
What are two types of reports Cisco Unified Intelligence Center will provide? (Choose two.)
CUICreal-time reportshistorical reportsreporting types - Question #10Configure Call Flow and Agent Workflow
What are two possible Outbound Dialing Modes? (Choose two.]
outbound dialingpreview modepredictive modeoutbound campaign - Question #11Cisco Unified CCE Solution
Apart from CVP Call Studio, what are two other components that have a role in the VXML application's functioning? (Choose two.)
VXML applicationmedia servervoice browserVXML gateway - Question #12Configure Call Flow and Agent Workflow
What does Precision Routing use to determine if an agent is part of its pool?
precision routingattributesagent poolrouting criteria - Question #13Monitor and Troubleshoot Cisco Unified CCE
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
KPIcustomer satisfactioncall abandon ratecontact center metrics - Question #14Cisco Unified CCE Solution
How does CUCM function in CCE?
CUCMICMcall routingCCE architecture - Question #15Configure Call Flow and Agent Workflow
What are two descriptions for the Agent Targeting Rule? (Choose two.)
agent targeting ruleperipheral gatewaycall routingagent extension range - Question #16Cisco Unified CCE Solution
What are two PCCE deployment models that support the Avaya ACD Integration? (Choose two.)
PCCE deployment modelsAvaya ACD integrationDPCCE 12KDPCCE 4K - Question #17Administer Cisco Unified CCE Components
What are two tools an Agent Desktop Admin Role can access? (Choose two.)
desktop admin rolereason codesworkflowFinesse administration - Question #18Configure Call Flow and Agent Workflow
What are two channels or features supported by ECE? (Choose two.)
ECEchatemailmultichannel - Question #19Configure Call Flow and Agent Workflow
Where are external voice DNs sourced from in a CCE Dial Plan?
CCE Dial PlanCUCM IntegrationVoice DNsCall Routing - Question #20Cisco Unified CCE Solution
What are the two main features of the Cisco VVB? (Choose two.)
Cisco VVBASRself-servicemultilingual support - Question #21Administer Cisco Unified CCE Components
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)
Web Administrationagentsrouting scriptsconfiguration objects - Question #22Cisco Unified CCE Solution
How can the Extension Mobility feature be described?
Extension MobilityCUCM featuresagent phone accessdevice profiles - Question #23Configure Call Flow and Agent Workflow
Which microapp is used to gather information from the caller?
CVP microappsGet DigitsIVR inputcaller interaction - Question #24Monitor and Troubleshoot Cisco Unified CCE
What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to render reports? (Choose two.)
CUICreporting data sourcesHistorical Data ServerCVP Reporting Server - Question #25Configure Call Flow and Agent Workflow
When is the IVR leg established in a CCE Call Flow?
IVR legCVPVVBcall flow establishment - Question #26Configure Call Flow and Agent Workflow
Which variable remains available to all scripts in the system until reset?
Call variablesVariable scopeCCE scriptingVariable persistence - Question #27Monitor and Troubleshoot Cisco Unified CCE
Which tool can be used to verify the configuration of Basic Call settings?
Call Tracerbasic call settingstroubleshooting toolsCCE diagnostics - Question #28Cisco Unified CCE Solution
What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose two.)
PSTNvoice gatewayinbound call deliverydigit manipulation - Question #29Cisco Unified CCE Solution
How many clusters of Finesse will a single PG support?
PGFinesse clusterPG capacityCCE architecture - Question #30Configure Call Flow and Agent Workflow
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?
Script modesEdit modeVisual interfaceScript editor - Question #31Cisco Unified CCE Solution
Which two functionalities should a Contact Center typically be provided? (Choose two.)
skill-based routingIVRqueuingcontact center fundamentals - Question #32Configure Call Flow and Agent Workflow
Where should the RONA setting be positioned the highest?
RONAtimer hierarchyCUCM phone settingsagent desk settings - Question #33Configure Call Flow and Agent Workflow
What are two default CCB VXML applications that could be modified? (Choose two.)
CCBVXML applicationsCallbackEntryCallbackQueue - Question #34Configure Call Flow and Agent Workflow
What is the function of the CVP Subdialog Return element in a VXML application?
CVP Subdialog ReturnVXMLvariable passingCCE integration - Question #35Administer Cisco Unified CCE Components
How are additional ICM Tools added?
ICM toolsAdmin ServerAdministration Tools foldertool installation - Question #36Administer Cisco Unified CCE Components
Which VVB CLI command can set an individual media file to an expired state?
VVB CLIcache managementstale cache entrymedia files - Question #37Administer Cisco Unified CCE Components
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment? (Choose two.)
skill groupsagent desk settingsICM configurationagent functionality - Question #38Configure Call Flow and Agent Workflow
What is the goal of identifying a call type?
call typerouting scriptCCE routingcall classification - Question #39Cisco Unified CCE Solution
Which communication protocol is being used between PG/Router and Live Data to generate report information?
TIP protocolPGRouterLive Data reporting - Question #40Configure Call Flow and Agent Workflow
Which two components must a script be associated with to run? (Choose two.)
routing scriptCall TypeDialed Numberscript association - Question #41Administer Cisco Unified CCE Components
How many teams can an Agent be a part of?
agent teamsteam assignmentagent configurationCCE limits - Question #42Monitor and Troubleshoot Cisco Unified CCE
What are two purposes of Cisco Unified Intelligence Center? (Choose two.)
CUICreportingdata sourcesreport customization - Question #43Administer Cisco Unified CCE Components
Which two steps are required to configure a Supervisor? (Choose two.)
supervisor configurationActive Directorysupervisor roleagent management - Question #44Cisco Unified CCE Solution
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)
CVP Serveraudio encodingG711wav format - Question #45Configure Call Flow and Agent Workflow
Which two steps are required to configure RONA for CCE? (Choose two.)
RONA configurationScripting logicSkill target configurationRemote office agents - Question #46Configure Call Flow and Agent Workflow
How does Precision Queue allow callers to reach an Agent that is different from Skill groups?
Precision Queueagent attributesskill groupscall routing - Question #47Administer Cisco Unified CCE Components
Deploying a VXML application is a two-step process. The first step is deploying the projects to a local archive (.zip file using the Deploy option in Call Studio). The second part...
VXML deploymentSPOGCall StudioIVR Settings - Question #48Administer Cisco Unified CCE Components
How many Workflows are supported by Finesse?
Finesseworkflowscapacity limitsteam configuration - Question #49Configure Call Flow and Agent Workflow
Which two types of scripts can be created with the Script Editor? (Choose two.)
Script Editorrouting scriptsadministrative scriptsICM - Question #50Administer Cisco Unified CCE Components
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)
Finessesupervisor roleagent roleCCE Admin