500-443 Advanced Administration and Reporting of Contact Center Enterprise (CCEAAR) Questions and Answers

The role of CVP in UCCE/PCCE is queuing and self-service IVR, as it provides voice response applications that can interact with callers, collect information, and queue calls for treatment by agents or other destinations. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 9

 A One of the CUIC stock reports that are able to be downloaded from Cisco.com is CCE AF Historical, as it provides historical data for agent finesse login/logout activities. D Another CUIC stock report that is able to be downloaded from Cisco.com is CCE AR Historical, as it provides historical data for agent reservation activities. References = [Cisco Unified Contact Center Enterprise Reporting User Guide Release 12.5(1)], page 9;  Cisco.com

B One of the descriptions for the CUIC database is that the CUIC runs its own MySQL database storing users, roles, permissions, and report templates, as it provides a repository for CUIC configuration and customization data. C Another description for the CUIC database is that database purge schedule can be controlled or changed through the command-line interface, as it allows the administrator to set the frequency and duration of data purging for historical and real-time tables. References = [Cisco Unified Intelligence Center Installation and Upgrade Guide Release 12.5(1)], page 11; [Cisco Unified Intelligence Center User Guide Release 12.5(1)] , page 10

The number of roles that are available to be assigned to a CUIC user is seven. They are: Administrator, Report Designer, Report Definition Designer, Value List Collection Designer, Dashboard Designer, User Group Manager, and User. References = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 9

When an explicit or implicit Send to VRU node is encountered, a default Label is returned to CVP. This Label, along with a unique correlation ID, is delivered to CVP. The CVP delivers this string via SIP invite to the Virtual Voice Browser (VVB). At this point, the VVB will ask the ICM script for instruction, such as which VXML application to execute. D When an explicit or implicit Send to VRU node is encountered, a default Label is returned to CVP. This Label, along with a unique correlation ID, is delivered to CVP. The CVP delivers this string via SIP invite to the Virtual Voice Browser (VVB). At this point, the comprehensive VVB script will initiate an RTP session between the Ingress Gateway and an allocated VVB, which will play prompts and collect digits from the caller. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11; [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)] , page 16

B One of the descriptions about web page accesses for a CUIC user or administrator is that the day-to-day admin tasks regarding users, security, and reports will be done on the reporting page, as it provides a user interface for managing report definitions, dashboards, value lists, collections, and permissions. C Another description about web page accesses for a CUIC user or administrator is that the Web URLs or pages are available for access are “Admin” page, “System” page, and a Reporting page, as they provide different functions and features for CUIC administration and operation. References = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 8; [Cisco Unified Intelligence Center Installation and Upgrade Guide Release 12.5(1)] , page 11

A One of the conditions in which PCS legs get invoked is if Router Re-query is misconfigured and the Ring-No-Answer timeout expires, the caller is still transferred to the Post Call Survey DN. This can occur if a Queue node is used and Enable target re-query is checked, as this causes CVP to send a new routing request to CCE when no agent answers the call. B Another condition in which PCS legs get invoked is if The Post Call Survey DN is called if the Unified CVP has received at least one CONNECT message from CCE (either from the VRU leg or the Agent’s leg). Use the END node in the CCE routing script if the Post Call Survey is not required for the calls disconnected from the IVR, as this prevents CVP from transferring the call to the Post Call Survey DN when the call is terminated by the caller or the IVR. References = [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 25

A switch leg on CVP refers to an ingress SIP call leg from Ingress gateway to CVP, as this is where CVP receives and controls incoming calls from PSTN or other networks. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11

C One of the requirements for MTP configuration in Mobile Agent is that CTI ports use out of band DTMF, and SIP trunks use RFC2833 in-band DTMF, as this allows CVP to receive and process DTMF signals from different sources. D Another requirement for MTP configuration in Mobile Agent is that MTP resource is required to convert mobile agent out of band and CVP in-band signaling, as this enables CVP to communicate with mobile agent phones using different protocols. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 95; [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)] , page 28

When an explicit or implicit Send to VRU node is encountered, a default Label is returned to CVP. This Label, along with a unique correlation ID, is delivered to CVP. What CVP does next is it delivers this string via SIP invite to the Virtual Voice Browser (VVB), which will execute a VXML application on behalf of CVP. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)] , page 11

A One of the ways to access the Bulk Import Tool is through SPOG, as it provides a web-based interface for launching and configuring the tool. C Another way to access the Bulk Import Tool is through Bulk Import Webpage, as it provides a direct URL for accessing the tool without going through SPOG. References = [Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.5(1)], page 109

According to the Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0 (1), a Post Call Survey is triggered by the hang-up event from the last agent 1 . When the agent hangs up, the call routing script launches a survey script. The value of the expanded call variable user.microapp.isPostCallSurvey controls whether the call is transferred to the Post Call Survey number. If user.microapp.isPostCallSurvey is set to y (the implied default), the call is transferred to the mapped post call survey number.  If user.microapp.isPostCallSurvey is set to n, the call ends 1 . Therefore, to invoke the Post Call Survey successfully, the routing script logic should direct the call to the Post Call Survey dialed number after the agent disconnects from the caller. The other options are not correct, because they either do not involve an agent interaction or do not set the user.microapp.isPostCallSurvey variable correctly.

B The RTP is connected to the Ingress Gateway at different stages of the call, but only when the call is connected to an agent phone. This is because CVP uses a comprehensive call flow model that transfers the call from the VVB to the agent phone and establishes an RTP session between the Ingress Gateway and the agent phone. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11

B Agent PG/CTIServer is one of the components that help notify the CCE Router about the new status of an agent when it turns Ready, as it sends a Peripheral Monitor Message (PMM) with agent state information to the Router. E Finesse is another component that help notify the CCE Router about the new status of an agent when it turns Ready, as it sends an HTTP request with agent state information to the CTIServer. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 10; [Cisco Finesse Administration Guide Release 12.5(1)] , page 11