500-444 Cisco Contact Center Enterprise Implementation and Troubleshooting Questions and Answers

 The keytool command that lists certificates in the cacerts file is B: keytool -list -keystore cacerts.  This command will display the aliases and fingerprints of all the certificates in the cacerts file, which is the default truststore for Java applications 1 .  The cacerts file contains the root and intermediate certificates of various certificate authorities (CAs) that are trusted by Java 2 .

The other options are incorrect because:

A: keytool -list -showinfo is not a valid keytool command, as the -showinfo option does not exist.  The closest option is -v or -verbose, which will display more details about each certificate, such as the owner, issuer, serial number, validity period, signature algorithm, and extensions 1 .

C: keytool -list cacerts is not a complete keytool command, as it is missing the -keystore option, which is required to specify the name or path of the keystore file to be listed.  Without the -keystore option, the keytool command will assume the default keystore file, which is usually named .keystore in the user’s home directory 1 .

D: keytool -list -alias is also not a complete keytool command, as it is missing the value of the -alias option, which is used to specify the alias of a particular entry in the keystore file to be listed.  Without the value of the -alias option, the keytool command will display an error message, such as " keytool error: java.lang.Exception: Alias < alias > does not exist " 1 .

References :

1 :  keytool - Key and Certificate Management Tool   2 :  How to check a Certificate is in default cacerts   3 :  java - How to view and edit cacerts file? - Stack Overflow   4 :  HOW TO: Import or list certificates from Java cacerts file using …   5 :  Keytool: List Certificate - Java Certs - ShellHacks

The CiscoCertUtil tool is a utility that helps you manage certificates on any Contact Center Enterprise machine for machine-to-machine secure communication across components. Some of the functions of the CiscoCertUtil tool are:

It generates certificate signing requests (CSR) that can be submitted to a certificate authority (CA) for obtaining CA-signed certificates. A CSR is a message sent from an applicant to a CA in order to apply for a digital identity certificate. It usually contains the public key for which the certificate should be issued, identifying information (such as a domain name) and integrity protection (such as a digital signature).

It generates self-signed certificates in the PFX format, which is a binary format for storing the server certificate, any intermediate certificates, and the private key in one encryptable file. PFX is an acronym for Personal Information Exchange. PFX files are typically used on Windows machines to import and export certificates and private keys.

It creates a log file pertaining to the operations that it performs for troubleshooting. The log file is located in the < ICMInstallDrive > \icm\bin\CiscoCertUtil.log folder. The log file contains information such as the date and time of the operation, the command executed, the parameters used, the status of the operation, and any error messages.

It validates any certificate that is installed on the machine. It checks the validity period, the signature, the trust chain, and the revocation status of the certificate. It also displays the certificate details such as the subject, the issuer, the serial number, the thumbprint, and the public key.

References :

Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Certificate Management for Secured Connections

Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2) - Certificate Management for Secured Connections

Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1) - Certificate Management for Secured Connections

Monitor mode is a feature of the Script Editor tool that allows the user to view the data flow in the script as it executes. Monitor mode displays the values of variables, labels, and expressions as the script runs. It also shows the path that the script takes through the various steps and branches. Monitor mode can be used to troubleshoot and debug scripts, as well as to verify the logic and functionality of the script. Monitor mode can be accessed by clicking the Monitor button on the toolbar or by pressing F5.  References :  Contact Center Enterprise Troubleshooting and Configuration - Cisco , page 17;  Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.6(1) , section “Scripting Specifics in a Packaged CCE Environment”.

n Contact Center Enterprise with Cisco Unified Customer Voice Portal (CVP) and Cisco Unified Border Element (CUBE) deployment, CUBE must be configured as media pass flow-through mode. This means that CUBE will terminate and reoriginate both the signaling and media streams for each call leg. This allows CUBE to perform media manipulation, such as transcoding, transrating, DTMF interworking, and media forking. Media pass flow-through mode is required for CUBE to support advanced features for contact center, such as courtesy call back, contact center survivability, and encrypted (SRTP) trunks. Media pass flow-around mode, where CUBE only terminates and reoriginate the signaling stream and lets the media stream bypass CUBE, is not supported for contact center solutions. A voice gateway must not be dedicated for VXML browser sessions, as CUBE can coexist with VXML gateway on the same platform.  Box-to-box CUBE can be used for redundancy, but it is not a mandatory configuration for contact center solutions 1 2 3 .  References :

Cisco Unified Border Element Configuration Guide - Cisco IOS XE 17.6 Onwards - Advanced Features for Cisco Contact Center 2

Cisco Unified Border Element (Enterprise) Fundamentals and Basic Setup 4

Cisco Unified Border Element for Contact Center Solutions 5

 Active Directory (AD) is a directory service that provides centralized authentication, authorization, and management of users, computers, and resources in a network. AD is based on a hierarchical structure of domains, trees, and forests, where each domain represents a logical administrative unit with its own security policies and replication scope. AD also supports site topology, which defines the physical structure of the network based on locations and network links. Some of the considerations for AD are:

Read-Only Domain Controllers (RODC) are supported. An RODC is a domain controller that hosts a read-only copy of the AD database and does not accept any changes from clients. RODCs are useful for improving security and performance in remote or branch offices that have unreliable or slow network connections to the main office.  RODCs can also cache credentials for specific users and groups, and provide local authentication services without exposing the entire AD database 1 2 .

Supports multi-domain, single AD Forest topology. A forest is a collection of one or more AD domains that share a common schema, configuration, and global catalog. A forest can have multiple domains that are organized in a tree structure, where each domain has a trust relationship with its parent domain. A multi-domain, single forest topology allows for administrative autonomy, scalability, and flexibility in managing different domains within the same organization.  For example, a company can have separate domains for different regions, departments, or business units, and still share common resources and services across the forest 3 4 .

References :

What is a Read-Only Domain Controller?

Read-Only Domain Controller (RODC) Best Practices

Designing the Site Topology

Active Directory Domain Services Overview

The correct tools to download logs for CCE troubleshooting are:

Diagnostic framework portico : This is a web-based interface that allows you to access various diagnostic tools and logs for CCE components.  You can use it to run diagnostic tests, collect logs, view system status, and troubleshoot issues 1 .

Unified System CLI : This is a command-line interface that allows you to access diagnostic tools and logs for CCE components from a single point of entry.  You can use it to run diagnostic tests, collect logs, view system status, and troubleshoot issues 2 .

RTTEST : This is a command-line tool that allows you to monitor the real-time status of CCE components and processes.  You can use it to view the state of calls, agents, peripherals, routes, and scripts 3 .

References :

1 : Diagnostic Framework Portico  2 : Unified System CLI  3 : RTTEST

 Device Management Protocol (DMP) is a protocol used between ICM Central Controller and IVR/CUCM PGs. It is used to send commands, such as to bring up a voice channel, to the PGs. OCTI, SIP, and ccagent are not protocols used between ICM Central Controller and IVR/CUCM PGs.

References :  500-444-demo , page 4.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_12_5_1/release/guide/pcce_b_1251_pcce-release-notes/pcce_b_1251_pcce-release-notes_chapter_010.pdf

 The deployment team is responsible for ensuring that servers designated for use by CCE VMs meet the requirements, including but not limited to Storage System Performance and IOPS (Input/Output Operations Per Second) Requirements. The deployment team is the group of engineers who install, configure, and test the CCE solution at the customer site. They must follow the design specifications and guidelines provided by the design team, and verify that the hardware and software components are compatible and meet the performance and capacity requirements.  The deployment team must also ensure that the CCE VMs are deployed on the appropriate servers and have the correct network and storage configurations 1 .  References : Troubleshooting Cisco Contact Center Enterprise (CCET) course outline 2 , Virtualization for Cisco Packaged CCE Release 11.6(x) 1 .

Answer: B

The sync job that runs every 10 minutes to bring back the OUT_OF_SYNC machine to the IN_SYNC state is the  Automated differential  sync job. This sync job compares the configuration of the Packaged CCE components on the primary and secondary nodes and applies the changes to the secondary node if there is any difference. The Automated differential sync job is enabled by default and runs every 10 minutes.  It can also be triggered manually from the SPOG UI 1 2 .

References :

Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0 (1) - Synchronize the Configuration 1

Troubleshoot CVP on SPOG that Shows Out of Sync - Cisco 3

A SIP proxy server is a component of a SIP network that handles the setup and termination of calls between SIP devices. It also performs functions such as registration, authorization, network access control, and network security. Some of the functions of a SIP proxy server are:

Centralizes dial plans : A SIP proxy server can centralize the dial plans for a SIP network, meaning that it can translate and route calls based on a unified set of rules and policies. This simplifies the administration and management of the SIP network and ensures consistent call routing across different devices and locations.

Helps to centralize the administration and call control : A SIP proxy server can also help to centralize the administration and call control of a SIP network, meaning that it can provide a single point of contact and configuration for all the SIP devices and endpoints. This reduces the complexity and overhead of maintaining multiple SIP servers and devices and allows for easier monitoring and troubleshooting of the SIP network.

References :

1 : What Is a SIP Proxy? How Does a SIP Server Work? - Nextiva

2 : What is a SIP Proxy Server and How Does It Work? - ULTATEL Blog

3 : What is SIP proxy? | Webopedia

4 : Definition of SIP proxy | PCMag

5 : All About SIP Proxy: What is a SIP Server? | TelNet Worldwide

An enterprise-focused Session Border Controller (SBC) providing voice and video connectivity from the enterprise IP network to service provider SIP trunks is  Cisco Unified Border Element (CUBE) .  CUBE is a Cisco IOS software application that acts as a network border element between two or more VoIP networks, providing interconnectivity, security, and transcoding 1 .  CUBE can be deployed on Cisco Integrated Services Routers (ISRs), Cisco Aggregation Services Routers (ASRs), or Cisco Cloud Services Routers (CSRs) in the enterprise network edge 1 .  CUBE enables enterprises to use SIP trunking services from service providers, as well as interconnect their on-premises or cloud-based unified communications systems with other SIP networks 1 .  CUBE also supports various features such as call admission control, media flow-through or flow-around, quality of service, and media recording 1 .

CUCM, CVP, and DNIS are not valid options for this question.  CUCM stands for Cisco Unified Communications Manager, which is a call processing system that provides call control, device management, and user administration for Cisco IP telephony and video solutions 2 .  CVP stands for Cisco Unified Customer Voice Portal, which is an interactive voice response system that provides self-service and call routing applications for contact centers 3 . DNIS stands for Dialed Number Identification Service, which is a feature that identifies the number dialed by the caller and passes it to the destination device. None of these products or features act as an enterprise-focused SBC providing voice and video connectivity from the enterprise IP network to service provider SIP trunks.

References : Cisco Unified Border Element Configuration Guide 1 , Cisco Unified Communications Manager Overview 2 , Cisco Unified Customer Voice Portal Overview 3 , Dialed Number Identification Service

= UC on UCS Tested Reference Configuration (TRC) is a type of deployment option for Cisco Unified Communications applications on Cisco Unified Computing System (UCS) servers. TRC is defined as Configuration Based, which means that it specifies the exact hardware configuration, including server model, CPU, memory, disk, RAID settings, BIOS settings, and network adapters. TRC also requires VMware vSphere as the virtualization software, and does not support any other hypervisor. VMware vCenter is not required for TRC, but it is recommended for managing multiple ESXi hosts. TRC is different from Specs-based, which is defined as Rule Based, and allows more flexibility in choosing the hardware components, as long as they meet the minimum requirements and follow the rules defined by Cisco. Specs-based also supports other hypervisors besides VMware vSphere, such as Microsoft Hyper-V and KVM.  References  :=

Troubleshoot UC on UCS TRC, UC on UCS Specs-based, and 3rd-party Specs-based Deployments 1

Collaboration Virtualization Sizing 2

Unified Computing System Hardware 3

What to select - Cisco BE6000 or UC-on-UCS 4 5