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Cisco 500-442 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Build basic ICM scripts
  • Configure RONA support
  • Advanced Configuration
Topic 2
  • Implement precision routing
  • Understand Contact Center basics
Topic 3
  • Understand CCE features beyond default
  • Basic Calls and Agent settings
Topic 4
  • Configure agent teams and supervisors
  • Implement VXML applications
Topic 5
  • Describe CCE components and architecture
  • Describe access tools
Topic 6
  • Configure basic agent functionality
  • Configure roles and departments
Topic 7
  • Deploy basic call settings
  • Configuration and Implementation

Reference: https://www.cisco.com/c/en/us/training-events/training-certifications/exams/current-list/administering-cisco-contact-center-enterprise-ccea.html

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Cisco Administering Cisco Contact Center Enterprise Sample Questions:

Question #1

Where can the Administration Tools folder tools be found when working on the Admin Server node?

  • A. PG Server node will add the additional tools provided in the Administration Tools folder.
  • B. Admin Server node will add the additional tools provided in the Administration Tools folder.
  • C. The Logger Server node will add the additional tools provided in the Administration Tools folder.
  • D. Script Editor is available in the PG and ICM Router server.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Question #2

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

  • A. Configuration Manager
  • B. Active Directory
  • C. Domain Manager
  • D. CCE Admin page
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Question #3

What are two descriptions for the Agent Targeting Rule? (Choose two.)

  • A. Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE VRU Peripheral Gateways (PG).
  • B. Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG).
  • C. Agent Targeting Rule configuration simplifies the Mobile Agent configuration for the CCE Agent Peripheral Gateways (PG).
  • D. The Agent Targeting Rule allows configuration of Media groups by specifying the Agent id range and valid Routing Clients.
  • E. The Agent Targeting Rule allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients.
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Correct Answer: B,E  🗳️

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Question #4

Which two components are needed to setup RONA? (Choose two.)

  • A. Attribute settings
  • B. Agent Permission levels
  • C. Call Routing Logic
  • D. Skill Target Configuration
  • E. System timers
Reveal Solution  Discussion  0

Correct Answer: C,E  🗳️

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Question #5

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

  • A. Quick Edit
  • B. Monitor
  • C. Browse
  • D. Edit
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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