Question 1

Which criterion can be used to control supervisor workflows?

Options :

A : number of calls abandoned

B : length of time an agent is in the NotReady state

C : duration of oldest call in queue

D : number of agents logged in

Answer: C

Question 2

What is the role of CVP in UCCE/PCCE?

Options :

A : interface between CUBE and UCCE/PCCE

B : queuing and self-service IVR

C : call routing brain of PCCE/UCCE

D : plays IVR Prompts to Callers

Answer: B

Question 3

Which two call transfers are supported in PCCE Deployments? (Choose two.)

Options :

A : SRTP Refer

B : Release VXML Trunk Transfer

C : CCE Managed Transfer

D : CUCM Destination Transfer

E : SIP Refer

Answer: C,E

Question 4

An organization wants to collect an account number from a customer via IVR prompting. Then, using a keystroke macro, the customer wants to insert the account number into the account number field in the agent's CRM desktop application. The keystroke macro will also initiate the CRM desktop application, executing a database lookup from the CRM Database server to retrieve the customer record. Assuming the organization wants the lowest cost solution, what product does this organization need for this capability?

Options :

A : Cisco Unified CCX Enhanced

B : Cisco Unified CCX Premium

C : Cisco Unified CCX Enterprise

D : Cisco Unified CCX Standard

Answer: A

Question 5

A technician is to document the current configurations of all network devices in a college, including those in off-site buildings. Which protocol would be best to use to securely access the network devices?

Options :

A : Telnet

B : SSH

C : HTTP

D : FTP

Answer: B

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