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NEW QUESTION # 17
What are two ways the agent SSO functions in the ECE/CCE environment? (Choose two.)
- A. SS0 is not enabled by default; configuration is necessary.
- B. SS0 allows agents, supervisors, and administrators to provide CCE credentials once and be authenticated across multiple disparate applications.
- C. SS0 allows administrators to check the status of agent and supervisor performance.
- D. Unified CCE agents configured for SSO in Unified CCE can now access the ECE gadget in Cisco Finesse, but they have to input their credentials.
- E. Unified CCE agents who are not configured for SSO in Unified CCE are not allowed to access the ECE gadget within Cisco Finesse.
Answer: A,B
Explanation:
1. SS0 is not enabled by default; configuration is necessary. Single Sign-On (SSO) is not enabled by default in Cisco ECE, and configuration is necessary in order to set it up. This configuration involves setting up SSO on the Cisco ECE and Cisco Unified CCE side and configuring the SSO settings in Cisco Finesse. Reference: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility_matrix/11_5/cec_b_crs-ece-11-5-compatibility-matrix.html
2. SS0 allows agents, supervisors, and administrators to provide CCE credentials once and be authenticated across multiple disparate applications. This feature allows agents to sign on once and access all the applications that they need, such as Cisco Finesse, Cisco ECE, and other web-based applications, without having to sign in multiple times. Reference: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility_matrix/11_5/cec_b_crs-ece-11-5-compatibility-matrix.html
NEW QUESTION # 18
Which User objects in Enterprise Chat and Email are mapped in UCCE?
- A. Supervisor, Administrator
- B. Agent, Supervisor, Administrator
- C. Agent, Supervisor
- D. Agent
Answer: B
NEW QUESTION # 19
Which two items in UCCE need to be installed and available for use before installing Enterprise Chat and Email? (Choose two.)
- A. customer voice portal
- B. ICM router, logger, admin workstation
- C. call manager
- D. CTI server
- E. social miner
Answer: B,D
Explanation:
ICM router, logger, and admin workstation are components of Cisco Unified Contact Center Enterprise (UCCE) that must be installed and available before Enterprise Chat and Email can be installed. CTI server is also a required component of UCCE and must be installed and available before Enterprise Chat and Email can be installed.
Reference:
Enterprise Chat and Email (ECE) is a Cisco product that allows customers to communicate with a business through various channels such as chat, email, social media, and other digital channels.
Before installing Enterprise Chat and Email, two items in UCCE need to be installed and available for use:
2. ICM router, logger, admin workstation: ICM (Intelligent Contact Manager) is a Cisco product that routes and manages customer interactions across multiple channels such as voice, email, chat, and social media. ICM router, logger, and admin workstation are the components of ICM that are required for Enterprise Chat and Email to function properly.
3. CTI server: CTI (Computer Telephony Integration) server is a component of UCCE that integrates telephony and computer systems to provide advanced call control and call management functionality. The CTI server is responsible for integrating the Enterprise Chat and Email with the phone system.
NEW QUESTION # 20
Which items must be configured before agents can reply to emails from customers?
- A. Email aliases, Inbound workflows, Users, Queues
- B. Inbound workflows, Outbound workflows, Queues, DN
- C. Inbound workflows, Outbound workflows, Email aliases, Users, Queues
- D. Inbound workflows, Outbound workflows, Users, Email aliases
Answer: C
NEW QUESTION # 21
What is an MRD a collection of that is associated with a common communication medium?
- A. route point and DN
- B. skill groups and route
- C. skill groups and services
- D. scripts and script selector
Answer: C
Explanation:
An MRD (multi-resource device) is a collection of skills, services, and route points that is associated with a common communication medium. Skill groups are used to define the skills and services that the agent needs to handle incoming calls, while route points are used to route calls to the agents.
NEW QUESTION # 22
What is an MRD a collection of that is associated with a common communication medium?
- A. route point and DN
- B. skill groups and services
- C. skill groups and route
- D. scripts and script selector
Answer: A
NEW QUESTION # 23
What is the minimum required network bandwidth for an agent connecting to the ECE servers at login?
- A. 384 kilobits/second or higher
- B. 284 kilobits/second or higher
- C. 424 kilobits/second or higher
- D. 184 kilobits/second or higher
Answer: A
Explanation:
The minimum required network bandwidth for an agent connecting to the ECE servers at login is 384 kilobits/second or higher. The other options are not correct.
NEW QUESTION # 24
Which four tools should be taken into consideration for Troubleshooting ECE issues? (Choose four.)
- A. ECE Agent toolkit Monitor
- B. ECE LiteAgent
- C. Service Process Monitor
- D. Router Email and Chat Viewer
- E. Activity Audit
- F. Cisco Email and Chat Analyzer
- G. Service Activity Monitor
- H. Service Instance Monitor
Answer: B,D,E,G
NEW QUESTION # 25
Which CLI command verifies the authenticity and integrity of a downloaded ISO?
- A. Openssl dst -sha256 -keyform der -verify <public key.der> -signature <ISO image.iso.signature> <ISO Image>
- B. Openssl dgst -sha512 -keyform der -verify <public key.der> -signature <ISO image.iso.signature> <ISO Image>
- C. Openssl dgst -sha256 -keyform der -verify <public key.der> -signature <ISO image.iso.signature> <ISO Image>
- D. Openssl dst -sha512 -keyform der -verify <public key.der> -signature <ISO image.iso.signature> <|SO Image>
Answer: C
Explanation:
This command uses the OpenSSL tool to verify the authenticity and integrity of an ISO file by checking the signature against a public key. The -sha256 option specifies to use the SHA-256 algorithm, -keyform der specifies the key format is DER, -verify option is used to specify the public key file that is used to verify the signature and the -signature option is used to specify the signature file. It uses the SHA-256 algorithm to generate a digest of the ISO image, and then compares it to the digest that is stored in the signature file. If the digests match, it means the ISO file is authentic and has not been tampered with.
It's important to note that, the actual command may vary depending on the specific operating system and version of OpenSSL being used. Also, it's recommended to consult the Cisco documentation and your Cisco support team for further assistance.
NEW QUESTION # 26
Which three configuration requirements are necessary to implement Agent Single Sign-on in the ECE/CCE environment? (Choose three.)
- A. The SSL certificate must be imported to ECE application servers for Unified CCE installations or the ECE server for Packaged CCE installations.
- B. SS0 is enabled by default; no configuration is necessary.
- C. CCE scripting for chat and email needs to be configured before configuring ECE SSO.
- D. ECE should be integrated with PCCE and the SPOG.
- E. SS0 for CCE is enabled by default, so no configuration is needed in CCE before agent SSO for ECE works.
- F. $S0 for CCE needs to be configured before agent SSO for ECE will work.
Answer: A,D,F
Explanation:
In order to implement Agent Single Sign-on in the ECE/CCE environment, the SSL certificate must be imported to ECE application servers for Unified CCE installations or the ECE server for Packaged CCE installations. Additionally, ECE should be integrated with PCCE and the SPOG, and SS0 for CCE needs to be configured before agent SSO for ECE will work.
NEW QUESTION # 27
What must be registered to receive chat messages while registering the application for chat API integration?
- A. Bearer token
- B. Conversation ID
- C. Webhooks callback URL
- D. Integrator
Answer: C
NEW QUESTION # 28
Which information in ECE allows administrators to set up working and non-working hours and days for employees in their department?
- A. Business hours
- B. Time of day
- C. Business calendars
- D. Administrative script
Answer: C
NEW QUESTION # 29
Which activities can agents pick and pull?
- A. Agents can pick chats from other agents that belong to the same set of skill groups.
- B. Agents can pick emails from other agents that belong to the different skill groups.
- C. Agents can pick chat from other agents that belong to the different skill groups.
- D. Agents can pick emails from other agents that belong to the same set of skill groups.
Answer: B
NEW QUESTION # 30
What are two specifications for reporting templates? (Choose two.)
- A. A user can only create ten reports per template.
- B. Templates can be deleted.
- C. Any number of reports can be created from a template.
- D. Only one report can be created per template.
- E. The availability of templates is controlled by licenses.
Answer: B,C
Explanation:
A reporting template can be used to create multiple reports with the same configurations, thus allowing users to create multiple reports with the same configurations. Additionally, templates can be deleted as per the requirement, if it is not needed anymore. But it's important to note that once a template is deleted, all reports created from that template will be deleted as well.
NEW QUESTION # 31
What is the maximum value for the 'MaxMessageSize' property to allow the total number of characters for each chat message?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
Explanation:
The maximum value for the 'MaxMessageSize' property to allow the total number of characters for each chat message is 2000. This is the maximum number of characters that can be sent in a single chat message. Messages with more than 2000 characters will be truncated.
NEW QUESTION # 32
What is the maximum size of an attachment to be downloaded by an agent user interface before temporary slowness may be experienced?
- A. 50 KB
- B. 30 KB
- C. 20 KB
- D. 40 KB
Answer: A
NEW QUESTION # 33
What is the maximum permissible one-way network delay between Unified CCE servers and ECE servers?
- A. 120 milliseconds
- B. 300 milliseconds
- C. 80 milliseconds
- D. 240 milliseconds
Answer: C
NEW QUESTION # 34
What connects to the Media routing peripheral gateway of ICM to the ECE server?
- A. web server
- B. message server
- C. application server
- D. services server
Answer: C
NEW QUESTION # 35
What is the messaging server component for 400 agent deployments?
- A. always installed on a dedicated VM
- B. collocated only with services server
- C. collocated with other components
- D. collocated with other components and with services server
Answer: C
NEW QUESTION # 36
Which four tools should be taken into consideration for Troubleshooting ECE issues? (Choose four.)
- A. ECE Agent toolkit Monitor
- B. Cisco Email and Chat Analyzer
- C. ECE LiteAgent
- D. Service Process Monitor
- E. Activity Audit
- F. Service Activity Monitor
- G. Router Email and Chat Viewer
- H. Service Instance Monitor
Answer: B,D,F,H
Explanation:
Cisco Email and Chat Analyzer, Service Process Monitor, Service Instance Monitor, and Service Activity Monitor. The Cisco Email and Chat Analyzer is a tool used to monitor and analyze email and chat traffic. The Service Process Monitor is used to track various service processes and view the logs associated with them. The Service Instance Monitor is used to view the details for each service instance, such as the status, activity, and response time. The Service Activity Monitor is used to track the activity of the services, such as the number of inbound and outbound requests.
NEW QUESTION # 37
What are four best practices before starting to troubleshoot ECE issues? (Choose four.)
- A. Know the ECE version and Engineer Specials installed.
- B. Collect all ECE services logs.
- C. Understand the Deployment Model, the call-flow, the messaging flow, and the configuration.
- D. Restart the ECE servers.
- E. Understand the physical model, be it a centralized office or branch location, as well as the VoIP protocol.
- F. Upgrade to the latest Engineer Special.
- G. Understand the customer's intent for the flow of emails and chats.
Answer: A,B,D,E
NEW QUESTION # 38
What is the limit of concurrent agents per application server?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
Explanation:
The limit of concurrent agents per application server is 600 the limit of concurrent agents per application server according to Cisco Unified Contact Center Enterprise (UCCE) version 11.5 and for the hardware specification that meet the requirement. This recommended limit is based on the assumption that all agents are using IP phones or soft clients and that the agents are using average resources. However, It's important to keep in mind that this is just a recommended limit and it may vary depending on the specific version of UCCE and the hardware specifications of the application server.
NEW QUESTION # 39
How do chat entry points behave?
- A. Multiple help links on a website can point to the same entry point.
- B. Each help link on a website can point to the same entry point.
- C. Each help link on a website can point to multiple entry points.
- D. Each help link on a website must point to a separate entry point.
Answer: B
NEW QUESTION # 40
What is the character limit for passwords when installing Enterprise Chat and Email applications?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
NEW QUESTION # 41
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