642-165 - Unified Communications Contact Center Express Implementation(UCCX)
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What types of orders are exempt from using the IPCC Express Configuration and Ordering Tool?
all orders require using the IPCC Express Configuration and Ordering Tool
How can you configure the Prompt step to play different prompts following subsequent timeouts or retries?
Configure it as an Escalating Container Prompt.
What two situations prevent the supervisor from silently monitoring the phone conversation of an agent in IPCC Express Enhanced? (Choose two.)
The supervisor is a participant in a phone call.
The supervisor has barged in.
In Cisco Unified Contact Center Express, where is wrap-up data enabled?
in workflow groups on Cisco Desktop Administrator
Which two releases require physical media to be ordered and received prior to patching or upgrading Cisco Unified Contact Center Express? (Choose two.)
What formula do you use to calculate the number of agents in a Call Center?
Which three tasks are required to deploy a cisco unified CCX application?
create a triggen
upload script to repository
specify the maximun number of sessions
Which two steps check out a database connection from the connection pool? (Choose two.)
By which ways does remote monitoring allow the monitored call to be selected? (Choose two.)
Where do you send the finished configuration and ordering spreadsheet when manual bid assurance is required?
Where do you enable the CRS engine?
Component Activation page
An Cisco Unified Contact Center Express 4.0 deployment requires support for 20 concurrently logged-in agents. The agents are split across two remote sites, and the high-availability Cisco CRS Engine, Database Server, VoIP Monitoring, and Recording server processes run at a central data center. The agents will be using CAD with Cisco Unified IP Phone 7960G and end-point monitoring. Very little recording and silent monitoring will be performed, and no historical reporting will be done during call center open hours. Assume the minimum number of servers is desired. How many Cisco Unified Contact Center Express hardware servers would be required for this Cisco Unified Contact Center Express deployment?
Which configuration object can have skills assigned to it in Cisco Unified Contact Center Express?
What does it mean for a variable in the Application Editor to be defined as a parameter?
The value for that variable can be supplied via Application Configuration in Application Administration.
What is a benefit of using subflows?
provides more efficient management of flows that are called by multiple other flows
You have just successfully added a JTAPI trigger in CRS Administration. Which two items are automatically configured on your CallManager? (Choose two)
CTI Route Point
CTI Route Point association with JTAPI User
Which interface is used to configure debug parameters for log files?
Alarm and Trace Configuration
What features are supported in a license for IPCC Express 4.0 Enhanced? (Choose three.)
Prompt and collect
Read HTTP and XML Documents
Which type of information is available from the cisco unified contact center express control center?
date and time of most recent failure
Which three tasks are supported by the cisco supervisor desktop?
push a web page to an agent s cisco agent desktop
chat with an agent
change an agent s state to ready
Which three feature enhancements are included in Cisco Unified Contact Center Express 5.0 Supervisor Desktop? (Choose three.)
URLpush to agents
Which Cisco Unified Contact Center Express deployment scenario is valid?
Cisco Unified Contact Center Express 4.0 with Cisco Unified Communications Manager 4.1
What is the maximum number of CTI ports supported by a Cisco Unified Contact Center Express 5.0 Standard deployment?
In the CRS Application Editor, where do you start the debugger?
When a call terminates, which Cisco Unified CCX setting takes precedence over "Automated Available" to determine the agent's next state?
Which step can be used to trap runtime script errors and recover gracefully?
on exception goto
Which step must be executed before a DB Get step?
What issues notification messages for CRS engine errors?
You have just successfully added a JTAPI trigger in CRS Administration. Which two items are automatically configured on your CallManager?
CTI Route Point
CTI Route Point association with JTAPI user
Which interface is used to configuration debug parameter for log files?
Alarm and Trace Configuration
What is the maximum number of CTI ports supported by a Cisco Unified Contact Center Express 7.0 Standard deployment?
Which two are possible root causes for the Application Subsystem going into partial service status? (Choose two.)
system deadlock problem
Where are CTI route points added or configured for Cisco Unified Contact Center Express?
Cisco CRS Administration, JTAPI Trigger Creation
What two things happen when the CRS Publisher Database on an HRDB expansion server fails?
All callprocessign immediately begins using the CRS Subscriber Database.
CRSconffiguration changes are blocked until the CRS Publisher Database is restored and syncronized with the CRS Subscriber Database
Which step would you use to get information about the numbet of contacts currently in queue?
get reporting statistics
Presence integration is a Cisco Unified CCX feature available in which of these packages?
Premium, Enhanced, and Standard
what is the purpose of setting the flush input buffer field of the menu step to true?
to clear previously entered input before the menu step executes
Once an email is sent by the CRS application, the call is kept wait until ...
..a transaction timeout occurs
..the message is accept by the email server
Which configuration enables a Cisco Unified Contact Center Express server to fail over to a secondary Cisco Unified Communications Manager server when the primary server fails?
Configure the telephony provider with a primary and secondary Cisco Unified Communications Manager IP address.
If an existing script is uploaded to the CRS, what does it ask?
Do you want to refresh the script?
What three tasks are required to add a CRS application? (Choose three.)
create a trigger
create an application
upload script to repository
which two ways does remote monitoring allow the monitored call to be selected?
by agent extension
How do you debug an application with an Accept step?
Select Reactive Application, then call the trigger and press F10 to step through the workflow.
Which two components are installed from the CRS Installer CD? (Choose two)
The Call Redirect step sends a caller to a device that does not answer. Which branch of the step is executed?
In the Cisco IP Telephone architecture, what is the purpose of the Gateway?
Connects the enterprise IP Telephony network to the PSTN.
In a CRS cluster with Standby Servers, which of the following statements are true? (Choose two.)
MS SQL 2000 must be installed for the data stores.
On the Standby Server, you must install the same components that are installed on its corresponding active server.
Which action blocks further inbound and preview outbound calls when an agent is presented with a preview outbound call?
When would the Cisco Supervisor Desktop fail to show an agent that is logged in?
The agent is not in the team currently being viewed by the supervisor.
Which two serviceability capabilities are provided by CiscoWorks IP Telephony Environment Monitor (ITEM)? (Choose two.)
Monitoring of Cisco voice elements
Problem alerts for operations personnel