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QUESTION NO:6
When a call is queued for an agent using Cisco Unified Contact Center Enterprise with Cisco Unified IP IVR, which two methods can be used to play music to the waiting caller? (Choose two.)
A. Configure the Cisco voice gateway to request the music media file from a media server.
B. Specify a .wav file that contains music in the Cisco Unified IP IVR script.
C. Configure a Cisco Unified Communications Manager Music on Hold source for the agent IP phone.
D. In the Cisco Unified ICM routing script, use the Run External Script node to call a Cisco Unified IP IVR application like BasicQ.aef.
E. Configure the voice gateway with a Real Time Streaming Protocol music source.
Answer: B,D
QUESTION NO:20
Refer to the exhibit.
During the installation of the Cisco Unified IP IVR, the AXL Service Providers must be selected. Which of the following statements is true?
A. The AXL Application User
QUESTION NO:23
There are 20 agents in the Sales skill group and 10 agents in the Customer Service skill
group. All agents are currently busy handling customer calls. All agents are also members of both the Sales and Customer Service skill groups. Sales has 10 calls in queue, each with a priority of 5, and two calls in queue with a priority of 4. Customer Service has five calls in queue, each with a priority of 3. Which type of call will be delivered to the next available agent?
A. The next available agent will receive the longest queued Sales call with a priority of 5.
B. The next available agent will receive the longest queued Sales call with a priority of 4.
C. The next available agent will receive the longest queued Customer Service call with a priority of 5.
D. The next available agent will receive the longest queued Customer Service call with a priority of 3.
E. The next available agent will receive the call with the longest queued duration.
F. The next available agent will receive the Customer Service call with a priority of 3.
Answer: D
QUESTION NO:10
When installing Cisco Unified IP IVR version 4.0(1), which three types of LDAP server information must be configured? (Choose three.)
A. LDAP server type
B. LDAP server host name or IP address
C. Cisco LDAP license file
D. LDAP administrator password
E. LDAP language codec
F. Fully Qualified Domain Name of the LDAP server
Answer: A,B,D
QUESTION NO:8
A Cisco CTI Supervisor Desktop can display real-time statistics for Cisco Unified Contact Center Enterprise agents. Which item must be configured in ICM Configuration Manager for those statistics to be displayed?
A. Supervisor script dialed number.
B. Agent teams.
C. Agent State Trace must be checked in the Advanced tab of Agent Explorer.
D. Routes must be created for each agent in Agent Explorer.
Answer: B
QUESTION NO:22
When creating a dialed number in the Cisco Unified ICM Configuration Manager, it is necessary to select Permit Application Routing for which of the following?
A. passing ECC variables to the Cisco Unified IP IVR to play messages to callers in queue
B. when a type 9 VRU has been specified in ICM Configuration Manager Network VRU Explorer
C. for parent/child deployments where the parent will route calls to this dialed number
D. if this dialed number will be used as a label in a translation route to VRU
Answer: C
QUESTION NO:21
In the Cisco Unified Contact Center Enterprise with IP IVR, ring-no-answer dialed number processing is set in the Agent Desk Settings tool of ConfigManager. Given this setup, what aretwo impacts of using this setting this way if the CMPG_RC.INBOUND_8001 dialed number is the same number the calls arrived on originally? (Choose two.)
A. The caller will hear hold music while the call is transferred back to the Cisco Unified Communications Manager.
B. The ring-no-answer calls will be put at the bottom of the queue and have to wait again for an agent to become available.
C. The caller will be re-directed to a different routing script.
D. The ring-no-answer calls will be
QUESTION NO:24
Refer to the exhibit.
In the Cisco Unified Contact Center Enterprise 8.0 Web Setup Tool for the Administration and Data Server, what is the purpose of the Site Name?
A. The Site Name groups all the Administration and Data Servers across all sites for common management.
B. The Site Name defines the Microsoft Windows Active Directory relationship for the Administration and Data Servers at a given site.
C. The Site Name groups Administration and Data Servers at a physical site to minimize the real-time feed data to the site from the call routers.
D. The Site Name is no longer used in the system; it is only in the tool for upgrade compatibility.
Answer: C
QUESTION NO:3
In the Cisco Unified Contact Center Enterprise deployment, what is the correct order to configure a Cisco Unified Communications Manager Peripheral Gateway for use?
A. Build the agents, create the peripheral in PG Explorer, build the skill groups, associate the agents to the skill groups.
B. Create the peripheral in PG Explorer, enable sub-skills 1, 2, and 3, build the skill groups, build the agents, associate the agents to the skill groups.
C. Build the skill groups, build the agents, associate the agents to the skill groups, create the peripheral in PG Explorer, associate the skill groups to the peripheral.
D. Create the peripheral in PG Explorer, build the agents, build the skill groups, associate the agents to the skill groups.
Answer: D
QUESTION NO:15
In the Cisco Unified Contact Center Enterprise solution, to move call control to the Cisco Unified IP IVR in the Cisco Unified ICM routing script, what must be configured and used in the script?
A. send to VRU node
B. translation route
C. Run External Script node
D. service array
Answer: B
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