Cisco 500-442 Administering Cisco Contact Center Enterprise Exam Exam Practice Test Questions

• Question 1

  How many clusters of Finesse will a single PG support?

  • one
  • two
  • three
  • four

  Show Answer Answer: A Next

• Question 2

  Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment? (Choose two.)

  • configure Skill groups and Skill targets
  • configure Agent Desk Settings
  • configure Route teams and Skill targets
  • configure Agent Route Groups
  • configure the Administrators

  Show Answer Answer: A, D Next

• Question 3

  Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)

  • view Team gadget in Finesse
  • answer Calls from Skill groups and PQs
  • CUC login
  • log in to CCE admin
  • CUCMAPI

  Show Answer Answer: A, B Next

• Question 4

  Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)

  • access a database and provide the caller with all the needed information to complete the transaction (Self Service)
  • TCP/IP connections through the network
  • reporting
  • heartbeat mechanism between Contact Center components
  • caller defines the reason for the call from several menu options

  Show Answer Answer: C, E Next

• Question 5

  What is the goal of identifying a call type?

  • to ensure the correct Skill Target is selected
  • to ensure the call goes to the correct MRD
  • to ensure the contact is handled by the correct CCE Routing Script
  • to ensure the call reaches the agent in the correct queue

  Show Answer Answer: A Next