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Cisco 500-442 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Deploy basic call settings
  • Configuration and Implementation
Topic 2
  • Configure basic call treatment
  • Utilize Finesse administration tool
Topic 3
  • Implement precision routing
  • Understand Contact Center basics
Topic 4
  • Describe CCE components and architecture
  • Describe access tools
Topic 5
  • Configure basic agent functionality
  • Configure roles and departments

Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q22-Q27):

NEW QUESTION # 22
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment?
(Choose two.)

  • A. configure Route teams and Skill targets
  • B. configure Agent Route Groups
  • C. configure the Administrators
  • D. configure Agent Desk Settings
  • E. configure Skill groups and Skill targets

Answer: B,E


NEW QUESTION # 23
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)

  • A. call abandon rate
  • B. cost
  • C. productivity
  • D. average queue time
  • E. customer satisfaction
  • F. customer expectations

Answer: A,F


NEW QUESTION # 24
Deploying a VXML application is a two-step process. The first step is deploying the projects to a local archive (.zip file using the Deploy option in Call Studio). The second part of the project deployment uses SPOG to transfer the .zip file to the VXML Server(s). Which option in SPOG will be utilized to transfer these zip files to VXML Server(s)?

  • A. IVR Settings under Call Settings card
  • B. Miscellaneous under Call Settings card
  • C. Route Settings under Call Settings card
  • D. Device Configuration under Infrastructure Settings card

Answer: D


NEW QUESTION # 25
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)

  • A. the max file size is 40 MB
  • B. G729
  • C. the file format is wav
  • D. the file format is mp3
  • E. G711 mu-law or a-law

Answer: A,D


NEW QUESTION # 26
How can the Extension Mobility feature be described?

  • A. 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.
  • B. As part of the configuration, the Device profile needs to be created in CCE and associate each Device Profile with the appropriate Agent.
  • C. As part of the configuration, both device profiles and phones need to be added to the pg user account.
  • D. The Extension Mobility Cross Cluster works on phones that are located in the same Unified CM cluster.

Answer: A

Explanation:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_5_2/ccmfeat/CUCM_BK_C3A84B33_00_cucm-feature-configuration-guide_1052/CUCM_BK_C3A84B33_00_cucm-feature-configuration-guide_chapter_011101.html


NEW QUESTION # 27
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