Download Advanced Administration and Reporting of Contact Center Enterprise.500-443.VCEplus.2024-08-12.60q.vcex

The ICM component that delivers Route request to ICM Central Controller is CVP, as it acts as a routing client that sends routing requests and receives routing instructions from ICM. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 10

B The required number of conference bridge resources for Mobile Agent agent greetings with an Average greeting time of 10 secs and a Mobile Agent call rate of 8 secs is 18. This can be calculated by dividing the average greeting time by the call rate and multiplying by two (for duplexed PGs). For example: (10 / 8) x 2 = 2.5 x 2 = 5 conference bridge resources per PG pair. Since there are four PG pairs in a PCCE deployment, the total number of conference bridge resources is 5 x 4 = 20. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 97

Mobile Agent is implemented by using Remote CTI Port DN which is used by the agent at home and is where callers are routed when this agent is selected. This allows CVP to transfer calls from VRU leg to agent leg using nailed connection mode. Reference = [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 27

B One of the mandatory configurations for Mobile Agent to function is that LCP DN as a Route pattern should be created with the destination as CUCM in PCCE SPOG, as this allows CUCM to route calls from CVP to LCP DN. E Another mandatory configuration for Mobile Agent to function is that both LCP and RCP ports need to be associated with JTAPI, as this allows CCE to monitor and control the mobile agent ports on CUCM. Reference = [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 27; [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 95

A One of the ways to access the Bulk Import Tool is through SPOG, as it provides a web-based interface for launching and configuring the tool. C Another way to access the Bulk Import Tool is through Bulk Import Webpage, as it provides a direct URL for accessing the tool without going through SPOG. Reference = [Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.5(1)], page 109

A One of the Bulk Import Tool 'Template' Options to perform Administration Tasks is Call Type, as it allows the administrator to create or update multiple call types in bulk. D Another Bulk Import Tool 'Template' Option to perform Administration Tasks is Skill Groups, as it allows the administrator to create or update multiple skill groups in bulk. Reference = [Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.5(1)], page 110

D One of the use cases of the PCCE Bulk Import Tool is to create multiple new Agents, as it allows the administrator to import agent data from a CSV file and assign them to teams and skill groups. E Another use case of the PCCE Bulk Import Tool is to change Agent Skill Groups between shifts, as it allows the administrator to update agent skill group associations based on different schedules and requirements. Reference = [Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.5(1)], page 109

A One of the operations supported by the Agent Bulk Import Tool is Update, as it allows the administrator to modify existing agent records in bulk. B Another operation supported by the Agent Bulk Import Tool is Create, as it allows the administrator to add new agent records in bulk. Reference = [Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.5(1)], page 111 

A One of the data sources that are created in CUIC by default once the installation is completed is CUIC Data Source, as it connects to the CUIC database that stores report definitions and user information. B Another data source that is created in CUIC by default once the installation is completed is Live Data Streaming Data Source, as it connects to the Live Data service that provides real-time data for reports and dashboards. Reference = [Cisco Unified Intelligence Center Installation and Upgrade Guide Release 12.5(1)], page 11; [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 8

The number of roles that are available to be assigned to a CUIC user is seven. They are: Administrator, Report Designer, Report Definition Designer, Value List Collection Designer, Dashboard Designer, User Group Manager, and User. Reference = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 9