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Cisco 500-445 Exam Syllabus Topics:

Topic 1
  • Explain ECE Email Administration
  • Describe Workflows
  • ECE Email Administration
Topic 2
  • Prepare PCCE for ECE and Integration
  • Explain ECE Installation process
Topic 3
  • Describe Enterprise Chat and Email Components and Deployment Model
  • Define ECE Best Practices
Topic 4
  • ECE Administration and Configuration
  • Explain ECE Queues
  • Configure ECE
Topic 5
  • Explain Agent Single Sign-on for ECE
  • ECE Features and Troubleshooting
Topic 6
  • Describe Chat Entry Points
  • ECE Chat Administration

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Cisco Implementing Cisco Contact Center Enterprise Chat and Email Sample Questions (Q56-Q61):

What are three report categories and templates included for ECE reporting? (Choose three.)

  • A. Service Level Performance
  • B. Service Level Agreement
  • C. Supervisor Status
  • D. Agent performance
  • E. Email Survey
  • F. Contact Center Trend
  • G. Contact Center CCAI

Answer: C,E,G

Which two media classes require configuration to be used in Enterprise Chat and Email? (Choose two.)

  • A. ECE_Chat
  • B. ECE_Email
  • C. ECE_Inbound
  • D. ECE_Default_Queue
  • E. ECE_activity

Answer: A,D

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

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

Answer: A

How long before incoming activities coming to aliases, for which there are no workflows configured, are moved to the exception queue?

  • A. 24 hours
  • B. 60 minutes
  • C. 120 minutes
  • D. 240 minutes

Answer: B

Which three configuration requirements are necessary to implement Agent Single Sign-on in the ECE/CCE environment? (Choose three.)

  • A. ECE should be integrated with PCCE and the SPOG.
  • B. $S0 for CCE needs to be configured before agent SSO for ECE will work.
  • C. The SSL certificate must be imported to ECE application servers for Unified CCE installations or the ECE server for Packaged CCE installations.
  • D. SS0 for CCE is enabled by default, so no configuration is needed in CCE before agent SSO for ECE works.
  • E. SS0 is enabled by default; no configuration is necessary.
  • F. CCE scripting for chat and email needs to be configured before configuring ECE SSO.

Answer: B,E,F


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