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NEW QUESTION 20
Which feature is unable to be deleted or made inactive?

• A. Supervisory Queues
• B. Exception Queue
• C. Unified CCE
• D. Enterprise Chat and Email

Answer: C

Explanation:
Unified CCE is a component of Cisco Unified Contact Center Enterprise (UCCE) and cannot be deleted or made inactive. Unified CCE is responsible for handling customer requests, routing calls, and providing customer service. It is an essential part of UCCE and must be installed and available before Enterprise Chat and Email can be used.
Reference:
Unified CCE (Unified Contact Center Enterprise) is a Cisco product that provides a comprehensive, multichannel customer contact solution. It includes a set of software and hardware components that work together to provide advanced call routing, contact management, and reporting capabilities.
Unified CCE is the core platform on which other Cisco products like Enterprise Chat and Email, Exception Queue and Supervisory Queues are built upon. It is the foundation of the contact center infrastructure and it's unable to be deleted or made inactive as it provides the foundation for other Cisco products.
It's important to note that the specific requirements for the contact center infrastructure may vary depending on the version of CCE and the specific requirements of the organization. It's recommended to consult the Cisco documentation and your Cisco support team for further assistance.
Cisco: Cisco Unified Contact Center Enterprise
Cisco: Cisco Unified Contact Center Enterprise Architecture
Cisco: Cisco Unified Contact Center Enterprise Product Overview

NEW QUESTION 21
What is an MRD a collection of that is associated with a common communication medium?

• A. route point and DN
• B. skill groups and services
• C. scripts and script selector
• D. skill groups and route

Answer: B

Explanation:
An MRD (multi-resource device) is a collection of skills, services, and route points that is associated with a common communication medium. Skill groups are used to define the skills and services that the agent needs to handle incoming calls, while route points are used to route calls to the agents.

NEW QUESTION 22
How is Chat Watchdog Interval used?

• A. to control the time interval after which a chat activity is tagged as abandoned if an agent could not accept it
• B. to control the time interval after which a chat activity is tagged as abandoned if it could not be routed to UCCE
• C. to control the time interval after which a chat activity is tagged as abandoned if it could not be assigned to an agent
• D. to control the time interval after which a chat activity is tagged as abandoned if it could not get any response from UCCE

Answer: A

Explanation:
Chat Watchdog Interval is used to control the time interval after which a chat activity is tagged as abandoned if an agent could not accept it. The purpose of the Chat Watchdog Interval is to ensure that a customer's chat request is not left unattended for an extended period of time. If an agent is not available to accept the chat within the specified time period, the chat activity will be marked as abandoned. This allows the system to route the chat to another agent or take other appropriate actions to ensure that the customer's needs are met in a timely manner.

NEW QUESTION 23
What are three steps in a chat process flow? (Choose three.)

• A. The application server displays the chat to the agent with a notification.
• B. The customer initiates a chat and hits Chat Entry Point (EP).
• C. The agent selects chat in the gadget.
• D. EAAS Instances sends NEW_TASK message to MR PIM.
• E. EAAS notifies EAMS of DO_THIS_WITH_TASK.
• F. The application server checks Chat EP configuration.

Answer: B,C,F

NEW QUESTION 24
Which items must be configured before agents can reply to emails from customers?

• A. Email aliases, Inbound workflows, Users, Queues
• B. Inbound workflows, Outbound workflows, Users, Email aliases
• C. Inbound workflows, Outbound workflows, Queues, DN
• D. Inbound workflows, Outbound workflows, Email aliases, Users, Queues

Answer: B

Explanation:
Before agents can reply to emails from customers, the following items must be configured: Inbound workflows, Outbound workflows, Users, and Email aliases. Inbound workflows and Outbound workflows are used to configure the routing of emails, while Users and Email aliases are used to configure the agents and their email addresses. Queues are used to store emails that are waiting to be assigned to an agent.

NEW QUESTION 25
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