Ultimate Guide to the 500-442 - Latest Jun 09, 2024 Edition Available Now
2024 Updated Verified Pass 500-442 Exam - Real Questions and Answers
NEW QUESTION # 37
In a contact center, agents must select the Reason Code when they go to the "Not Ready" state. Which configuration by an administrator in Agent Desk Settings allows this action?
- A. Enable "Require Logout Reason"
- B. Enable "Require Idle Reason"
- C. Wrap-up on Outgoing, set to Required
- D. Wrap-up on Incoming, set to Required
Answer: A
NEW QUESTION # 38
Which microapp is used to gather information from the caller?
- A. Get Speech microapp
- B. Play Digit microapp
- C. Get Digits microapp
- D. Play Media microapp
Answer: C
NEW QUESTION # 39
Apart from CVP Call Studio, what are two other components that have a role in the VXML application's functioning? (Choose two.)
- A. Unified Communications Manager
- B. Media Server
- C. Voice Browser
- D. VRU PG
- E. Finesse Server
Answer: A,C
NEW QUESTION # 40
What are the two main features of the Cisco VVB? (Choose two.)
- A. allows an agent to retrieve the required information through voice commands without interacting with a customer
- B. provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
- C. allows customers to retrieve the required information through voice commands without interacting with an agent
- D. supports only one language for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
- E. provides a more comprehensive and effective agent service by efficiently handling call traffic with self-service or fast transfer to the correct customer the first time
Answer: B,C
Explanation:
Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. Cisco VVB has the following features: * Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies. * Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configuration/guide/cvvb_b_ciscovvb-administration-and-configuration-guide/cvvb_b_ciscovvb-administration-and-configuration-guide_chapter_01.pdf
NEW QUESTION # 41
Which two types of scripts can be created with the Script Editor? (Choose two.)
- A. Call Flow and Call Control Scripts
- B. Tenant Scripts
- C. Call Studio Scripts
- D. Routing Scripts
- E. Administrative Scripts
Answer: D,E
Explanation:
With the Script Editor in Cisco's contact center solutions, two types of scripts that can be created are:C.Routing Scripts:These scripts define the logic for how calls are routed within the contact center, including decisions based on time of day, caller input, agent availability, and other factors.E.Administrative Scripts:These scripts are used for system-wide functions that are not directly related to call routing, such as setting system parameters, defining exception handling routines, or managing holiday schedules.References:Cisco's documentation on Script Editor and scripting in contact center solutions provides comprehensive guides on creating and managing Routing and Administrative scripts, outlining their purposes and functionalities.
NEW QUESTION # 42
What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose two.)
- A. The PSTN is responsible for delivering the inbound call to a voice gateway.
- B. The voice gateway provides IVR functionality in a Contact Center deployment.
- C. The PTSN is responsible for routing the call to the agent.
- D. The voice gateway may modify the digits presented to downstream devices.
- E. The voice gateway is responsible for routing the call to the agent.
Answer: A,D
Explanation:
The PTSN is responsible for routing the call to the agent. According to [5], the two primary roles of the PSTN and voice gateway in the Unified CCE solution are delivering the inbound call to the voice gateway and routing the call to the agent. The voice gateway may modify the digits presented to downstream devices, but it does not provide IVR functionality in a Contact Center deployment, nor is it responsible for routing the call to the agent.
NEW QUESTION # 43
How can the Extension Mobility feature be described?
- A. As part of the configuration, both device profiles and phones need to be added to the pg user account.
- B. The Extension Mobility Cross Cluster works on phones that are located in the same Unified CM cluster.
- C. The Cisco Unified CM feature that allows Agents to temporarily access their Cisco Unified IP Phone configuration, such as line appearances, services, and speed dials, from other Unified IP Phones.
- D. As part of the configuration, the Device profile needs to be created in CCE and associate each Device Profile with the appropriate Agent.
Answer: C
Explanation:
Explanation
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_5_2/ccmfeat/CUCM_BK_C3A84B33_0
NEW QUESTION # 44
Which two role types have access to CUIC reporting objects maintained through a system of Roles and Permissions? (Choose two.)
- A. Report Designer
- B. Report Definition Designer
- C. Security Administrator
- D. Security Configuration Designer
- E. Dashboard Administrator
Answer: B,C
NEW QUESTION # 45
Which two components must a script be associated with to run? (Choose two.)
- A. CED
- B. Skill Target
- C. Media Routing Domain
- D. Dialed Number
- E. Call Type
Answer: C,D
NEW QUESTION # 46
Which VVB CLI command can set an individual media file to an expired state?
- A. Outils VVB cache stale_cache_entry <cache_entry_url>
- B. set VVB cache stale_cache_entries
- C. set VVB cache stale_cache_entry <cache_entry_url>
- D. show set VVB cache stale_cache_entry <cache_entry_url>
Answer: C
Explanation:
The correct Command Line Interface (CLI) command to set an individual media file to an expired state in Cisco Virtualized Voice Browser (VVB) is:D.set VVB cache stale_cache_entry <cache_entry_url>This command is used to manually mark a specific media file in the cache as stale, forcing the VVB to fetch a fresh copy of the media file the next time it is requested.References:Cisco VVB administration guides and CLI reference documents provide detailed instructions on using CLI commands, including managing cache entries.
NEW QUESTION # 47
What are two tools an Agent Desktop Admin Role can access? (Choose two.)
- A. Script Editor
- B. Config Manager Tools
- C. Workflow
- D. Reason Code
- E. Call Trace
Answer: D,E
NEW QUESTION # 48
Which two role types have access to CUIC reporting objects maintained through a system of Roles and Permissions? (Choose two.)
- A. Security Administrator
- B. Report Designer
- C. Report Definition Designer
- D. Security Configuration Designer
- E. Dashboard Administrator
Answer: B,C
Explanation:
Within Cisco Unified Intelligence Center (CUIC), the two role types that have access to reporting objects, maintained through a system of Roles and Permissions, include:A.Report Designer:This role is responsible for creating and modifying reports within CUIC, tailoring them to meet specific informational needs.D.Report Definition Designer:This role involves defining the structure and sources of data for reports, ensuring that the reports provide relevant and accurate information.References:Cisco CUIC documentation, which covers the platform's roles and permissions model, details the responsibilities and access levels of different roles, including Report Designer and Report Definition Designer.
NEW QUESTION # 49
Apart from CVP Call Studio, what are two other components that have a role in the VXML application's functioning? (Choose two.)
- A. Unified Communications Manager
- B. Media Server
- C. Voice Browser
- D. VRU PG
- E. Finesse Server
Answer: B,C
Explanation:
Apart from CVP Call Studio, which is used to design and develop VXML applications, two other components that play a crucial role in the functioning of VXML applications are:C.Media Server:This component stores and serves media files, such as audio prompts and music on hold, that are used by VXML applications during call interactions.D.Voice Browser:Often referred to as the VXML Gateway in Cisco environments, the Voice Browser interprets and executes VXML documents, facilitating interaction between callers and the IVR system.References:Detailed information on the architecture and components of VXML applications can be found in Cisco's documentation on Unified CVP and VXML Gateway.
NEW QUESTION # 50
How are additional ICM Tools added?
- A. PG Server node will add the additional tools provided in the Administration Tools folder.
- B. Script Editor is available in the PG and ICM Router server.
- C. Admin Server node will add the additional tools provided in the Administration Tools folder.
- D. The Logger Server node will add the additional tools provided in the Administration Tools folder.
Answer: B
NEW QUESTION # 51
Which communication protocol is being used between PG/Router and Live Data to generate report information?
- A. HTTP
- B. TIP
- C. UDP
- D. TCP
Answer: B
NEW QUESTION # 52
What are two descriptions for the Agent Targeting Rule? (Choose two.)
- A. Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE VRU Peripheral Gateways (PG).
- B. The Agent Targeting Rule allows configuration of Media groups by specifying the Agent id range and valid Routing Clients.
- C. Agent Targeting Rule configuration simplifies the Mobile Agent configuration for the CCE Agent Peripheral Gateways (PG).
- D. Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG).
- E. The Agent Targeting Rule allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients.
Answer: D,E
Explanation:
the Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG) by allowing the configuration of Media groups by specifying the Agent id range and valid Routing Clients. Additionally, the Agent Targeting Rule allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients.
The Agent Targeting Rule in Cisco Contact Center Enterprise (CCE) serves two main purposes:A.Simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG):By defining rules that target specific agents or groups of agents based on their extensions or other criteria, the configuration process for call routing is streamlined, making it easier to manage and maintain.E.Allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients:This enables precise routing decisions to be made, ensuring that calls are directed to the appropriate agents based on predefined rules and criteria.References:Cisco CCE documentation that covers Agent Targeting Rules provides detailed explanations on how these rules function and how they simplify call routing configurations.
NEW QUESTION # 53
Which VVB CLI command can set an individual media file to an expired state?
- A. Outils VVB cache stale_cache_entry <cache_entry_url>
- B. set VVB cache stale_cache_entries
- C. set VVB cache stale_cache_entry <cache_entry_url>
- D. show set VVB cache stale_cache_entry <cache_entry_url>
Answer: C
Explanation:
The correct Command Line Interface (CLI) command to set an individual media file to an expired state in Cisco Virtualized Voice Browser (VVB) is:D.set VVB cache stale_cache_entry <cache_entry_url>This command is used to manually mark a specific media file in the cache as stale, forcing the VVB to fetch a fresh copy of the media file the next time it is requested.References:Cisco VVB administration guides and CLI reference documents provide detailed instructions on using CLI commands, including managing cache entries.
NEW QUESTION # 54
Which two components are needed to setup RONA? (Choose two.)
- A. Skill Target Configuration
- B. Attribute settings
- C. System timers
- D. Call Routing Logic
- E. Agent Permission levels
Answer: C,D
Explanation:
To set up Ring No Answer (RONA) in a Cisco Contact Center Enterprise (CCE) environment, the two essential components are:B.Call Routing Logic:This involves configuring the call routing scripts or routing strategies to handle scenarios where an agent does not answer within a specified time, ensuring that the call is redirected or queued appropriately.C.System timers:These are configured to define the time duration an agent's phone rings before the call is considered unanswered (RONA). Adjusting these timers ensures that calls are managed efficiently and in a timely manner when agents are unavailable.References:Cisco's technical documentation for CCE includes sections on call routing and system configuration, which detail the setup and management of RONA settings and behaviors.
NEW QUESTION # 55
What value is used for Variable REQUERY_NO ANSWER?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
NEW QUESTION # 56
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 Media Server
- C. when CVP establishes an HTTP link with the VXML Server
- D. when the Ingress Gateway delivers a SIP invite message to the CVP server
Answer: C
NEW QUESTION # 57
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