Latest 500-442 Actual Free Exam Questions Updated 62 Questions [Q22-Q43]

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Latest 500-442 Actual Free Exam Questions Updated 62 Questions

Free 500-442 Exam Braindumps certification guide Q&A

The 500-442 exam covers various topics related to administering Cisco Contact Center Enterprise solutions, such as configuring Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Customer Voice Portal (CVP), Cisco Finesse, and Cisco Virtualized Voice Browser (VVB). Additionally, the exam assesses the candidate’s knowledge of advanced topics like troubleshooting, reporting, and performance management of contact center solutions.

QUESTION 22
What value is used for Variable REQUERY_NO ANSWER?

QUESTION 23
In CCE deployments, which two configuration tasks can be performed via the Finesse Server Administration page? {Choose two.)

Routing Layouts

Workflows

Routing scripts

Skill-groups

Reason Codes

QUESTION 24
How does CUCM function in CCE?

Unified CM asks ICM what to do with Unified CCE calls and routes the call according to the instructions provided by the Unified CCE.

A Unified CM Publisher is a logical relationship of physical (deployed as virtual Machines) servers combined for redundancy purposes.

Unified CM asks CVP what to do with Unified CCE calls and routes the call according to the instructions provided by the CVP.

In a CUCM cluster, the Subscriber keeps the master Read/Write copy of configuration DB, which is replicated to all servers in the cluster.

QUESTION 25
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)?

Route Settings under Call Settings card

IVR Settings under Call Settings card

Device Configuration under Infrastructure Settings card

Miscellaneous under Call Settings card

QUESTION 26
What are two possible Outbound Dialing Modes? (Choose two.]

Direct Predictive Mode

Preview Mode

Progression Mode

Accept Mode

Predictive Mode

QUESTION 27
How can the Extension Mobility feature be described?

As part of the configuration, the Device profile needs to be created in CCE and associate each Device Profile with the appropriate Agent.

As part of the configuration, both device profiles and phones need to be added to the pg user account.

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.

The Extension Mobility Cross Cluster works on phones that are located in the same Unified CM cluster.

Explanation
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_5_2/ccmfeat/CUCM_BK_C3A84B33_0

QUESTION 28
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)

the file format is mp3

G711 mu-law or a-law

G729

the max file size is 40 MB

the file format is wav

QUESTION 29
How can the Extension Mobility feature be described?

As part of the configuration, the Device profile needs to be created in CCE and associate each Device Profile with the appropriate Agent.

As part of the configuration, both device profiles and phones need to be added to the pg user account.

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.

The Extension Mobility Cross Cluster works on phones that are located in the same Unified CM cluster.

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

QUESTION 30
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor.
Where can this task be accomplished?

CCE Admin page

Domain Manager

Active Directory

Configuration Manager

QUESTION 31
Which two steps are involved in configuring and evaluating business in an ICM script? (Choose two.)

Configure set variable in ICM script editor

Configure Business Hours under Organizational Setup > Business hours under CCE Admin

Use the expression BusinessHourStatus.<Calendar Name> . BusinessHours in the IF node.

Configure Business Hours under Organizational Setup > Departments under CCE Admin

Configure an IF node in ICM script editor

QUESTION 32
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor. Where can this task be accomplished?

CCE Admin page

Domain Manager

Active Directory

Configuration Manager

QUESTION 33
What are the two main features of theCisco VVB? (Choose two.)

provides multilingual support forCisco VVBserver prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities

allows an agent to retrieve the required information through voice commands without interacting with a customer

supports only one language forCisco VVBserver prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities

provides a more comprehensive and effective agent service by efficiently handling call traffic with self-service or fast transfer to the correct customer the first time

allows customers to retrieve the required information through voice commands without interacting with an agent

Explanation
Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. Cisco VVB has the following features: * Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies. * Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configu

QUESTION 34
Which script mode is in use if the script’s appearance has changed to a bright white background with black dots?

Monitor

Edit

Browse

Quick Edit

QUESTION 35
What are two default CCB VXML applications that could be modified? (Choose two.)

CallbackEntry

cvp_ccb-vxml.tcl

Callback Engine

BillingQueue

CallbackQueue

QUESTION 36
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

QUESTION 37
Which two components must be configured for CCE to begin routing the contact and start processing the call?
(Choose two.)

ICM script

Skill Targets

Network VRU

Call type

Media routing domain

QUESTION 38
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)

cost

productivity

customer expectations

customer satisfaction

call abandon rate

average queue time

QUESTION 39
Which two steps are required to configure a Supervisor? (Choose two.)

assign the Supervisor to only one Team

assign the Supervisor to a Skill Group and Precision Queue

make sure the Supervisor has an Active Directory Account

ensure that “Is Supervisor” is checked

assign the Supervisor to a Precision Queue

QUESTION 40
In Finesse, how are different gadgets enabled for specific team members?

Ask an administrator to configure the team with a custom layout.

Only the same type and configuration of gadgets are supported for all users.

Ask the agent to add the gadget to his desktop after launching Finesse.

Ask the supervisor to add the gadget to the agents desktop.

QUESTION 41
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?

ICM responds to the Route Request by running a Routing Script.

CVP delivers a Route Request to the ICM Central Controller.

CVP establishes an HTTP link with theVVB(or IOS VXML Gateway), establishing the IVR Leg of the call.

Using a configured Dial Peer, the Ingress Gateway delivers a SIP invite message to the CVP server.

QUESTION 42
How are additional ICM Tools added?

Script Editor is available in the PG and ICM Router server.

PG Server node will add the additional tools provided in the Administration Tools folder.

Admin Server node will add the additional tools provided in the Administration Tools folder.

The Logger Server node will add the additional tools provided in the Administration Tools folder.

QUESTION 43
How many teams can an Agent be a part of?

unlimited

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To prepare for the Cisco 500-442 exam, candidates should have a working knowledge of Cisco CCE solutions and experience in administering these solutions. They should also have an understanding of call center operations and be familiar with the various tools and technologies used in contact centers. Additionally, candidates should be familiar with Cisco Unified Contact Center Enterprise (UCCE) and Cisco Packaged Contact Center Enterprise (PCCE) solutions.

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