Deck 45: Cisco Meraki Solutions Specialist

Question 1

In a Cisco Unified Contact Center Express deployment with Cisco Unified Communications Manager Express, which feature is disabled on the Cisco Agent Desktop?

A) recording
B) monitoring
C) embedded browser
D) call-control buttons

Answer 1

call-control buttons

Question 2

Which option can be configured while installing Cisco Unified CCX on Cisco UCS servers?

A) DNS server
B) NTP server
C) SMTP server
D) CUCM server

Answer 2

SMTP server

Question 3

Which three components are installed from the Cisco CRS Installer media? (Choose three.)

A) iPlanet Web Server
B) Cisco CRS Engine
C) Cisco Recording
D) Cisco IP Telephony Windows 2000 Server OS
E) Cisco Unified CallManager
F) MS SQL Server

Answer 3

Cisco CRS Engine
Cisco Recording
MS SQL Server

Question 4

Which two tasks must an administrator perform on Cisco Desktop Administrator to support presence integration? (Choose two.)

A) Assign a contact list to a CSQ.
B) Assign a contact list to a workflow group.
C) Assign an SME to a contact list.
D) Assign a contact list to a skill.
E) Assign an SME to a CSQ.

Question 5

Which configuration object can have skills assigned to it in Cisco Unified Contact Center Express?

A) Contact Service Queue
B) Skill Groups
C) Resource Groups
D) competence levels

Question 6

The Cisco Unified CCX license MAC is generated based on which three items? (Choose three.)

A) hostname
B) IP address
C) gateway address
D) physical MAC
E) Cisco Unified CCX version

Question 7

What information from the first node is used as the secret key during second node installation?

A) administrator password
B) application user password
C) security password
D) IP address

Question 8

Which tool is used to estimate the hardware server resources that are required for a Cisco Unified CCX deployment?

A) IPC Resource Calculator
B) CTI Port Calculator
C) Cisco Unified Communications Sizing Tool
D) Cisco Unified CCX Applications Administration

Question 9

Which three fields are used in defining a CSQ in Cisco Unified Contact Center Express Enhanced? (Choose three.)

A) Agent Name
B) WrapUp Time
C) Service Level
D) Overflow CSQ
E) Automatic Work
F) CCX Application

Question 10

Which criterion can be used to control supervisor workflows?

A) length of time an agent is in the NotReady state
B) number of agents logged in
C) number of calls abandoned
D) duration of oldest call in queue

Question 11

How is the default eMail address in the eMail Subsystem Configuration page used?

A) It receives all mail sent in the Send eMail step as a bcc.
B) It is the From address for emails sent by agents using Agent E-mail.
C) It is used if no email contact is specified in the Create eMail step.
D) It becomes the From address in the Send eMail step if no address is specified.

Question 12

In Cisco Unified Contact Center Express, where is wrap-up data enabled?

A) in the Cisco Supervisor Desktop
B) in CSQ configuration on Application Administration
C) in workflow groups on Cisco Desktop Work Flow Administrator
D) in resource configuration on Application Administration

Question 13

Where are Cisco Unified CCX users managed and their data stored when deployed with Cisco Unified Communications Manager Express?

A) in Cisco Unified Communications Manager Express with user data stored in the Cisco Unified Contact Center Express database
B) in Application Administration with user data stored in the Cisco Unified Contact Center Express database
C) in Cisco Unified Communications Manager Express with user data stored in the Cisco Unified Communications Manager Express database
D) in Application Administration with user data stored in the Cisco Unified Communications Manager Express database

Question 14

Which subsystem processes connections between the Cisco Unified CCX server and the enterprise databases?

A) Media
B) Unified CM Telephony
C) Database
D) Configuration Data Store

Question 15

Where can you start, stop, and restart Cisco Unified Contact Center Express services?

A) Control Center on Cisco Unified Contact Center Express Serviceability
B) System page on Cisco Unified Contact Center Express Administration
C) Cisco Desktop Administrator
D) Cisco Unified Communications Operating System Administration

Question 16

Which two Cisco Unified CCX steps invoke another Cisco Unified CCX application script? (Choose two.)

A) CallSubflow step
B) On Exception Goto step
C) Trigger Application step
D) Connect step

Question 17

Which step library is included in the license for Cisco Unified CCX Standard?

A) ICM steps
B) email steps
C) document steps
D) database steps

Question 18

Where are CTI route points added or configured for Cisco Unified Contact Center Express?

A) Cisco Unified Contact Center Express Media Subsystem
B) Cisco Unified CallManager Device Configuration
C) Cisco Unified Contact Center Express Directory Management
D) Cisco Supervisor Desktop
E) Cisco CRS Administration, JTAPI Trigger Creation

Question 19

How many languages can be installed for the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD)?

A) one language for both the CAD and the CSD
B) one language for the CAD and a different language for the CSD
C) two languages for the CAD and one language for the CSD
D) two languages for both the CAD and the CSD

Question 20

Which three features are included in Cisco Unified Contact Center Express Supervisor Desktop? (Choose three.)

A) graphical reports
B) dockable windows
C) access to chat logs
D) URL push to agents
E) send an email to an agent
F) send a call in queue to a specific agent

Question 21

Which three statements describe the importing of contacts into a Cisco Unified Contact Center Express campaign? (Choose three.)

A) Phone1 is the only mandatory field.
B) Up to three custom fields can be added.
C) List filtering for "Do Not Call" is unsupported.
D) When records have matching phone numbers, only one record is created.
E) Imports can be automatically executed on a weekly basis.

Question 22

Which three tasks can an agent perform using email? (Choose three.)

A) save the response as a draft
B) send the response to the supervisor for review
C) transfer the email to another CSQ
D) transfer the email to another agent
E) mark the email as urgent
F) mark the email as junk

Question 23

Which deployment option is invalid for Cisco Unified Contact Center Express?

A) a two-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager cluster
B) a one-node Cisco Unified Contact Center Express cluster connected to two Cisco Unified Communications Manager clusters
C) a one-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager Express router
D) two Cisco Unified Contact Center Express clusters, each with two nodes, connected to the same Cisco Unified Cisco Unified Communications Manager cluster

Question 24

If you have not configured the database subsystem, what is the status of the database subsystem on the Control Center page of AppAdmin?

A) partial service
B) out of service
C) shutdown
D) not configured

Question 25

The Cisco Unified Real-Time Monitoring Tool enables you to do which three options? (Choose three.)

A) Plot and view performance data.
B) Monitor the replication status of historical data store.
C) Monitor the Cisco Unified CCX CTI port status and take corrective action.
D) Download log files from Cisco Unified CCX nodes.
E) Check the number of active calls in the Cisco Unified CCX system.
F) Monitor the WAN link status.

Question 26

Which interface is used to configure debug parameters for log files?

A) Datastore Control Center
B) trace configuration
C) system parameters
D) Control Center

Question 27

What is the purpose of relative filters?

A) generate historical and real-time reports for the previous week
B) generate historical time reports for the previous week
C) filter spam emails from reaching the email queues
D) report on previous port usage

Question 28

Which three Cisco Unified Contact Center Express Application Administration tasks may be performed by a supervisor who does not have administrative privilege? (Choose three.)

A) Delete a resource group.
B) Remove a skill from a CSQ.
C) Enable automatic work on a CSQ.
D) Modify the skill competence level of an agent.
E) Create a resource.
F) Delete a skill

Question 29

In Cisco Unified CCX Administration, what is created on the Communications Manager when you add a Cisco Unified Communications Manager Telephony group?

A) CTI Ports
B) CTI Route Point
C) Cisco Unified CCX Call Control Group
D) Cisco Unified Communications Manager Call Control Group

Question 30

Which facility is provided to debug a Cisco Unified CCX script live with a real voice call?

A) Cisco Unified Contact Center Express Editor
B) Reactive Debugging
C) Accept Step
D) Proactive Debugging

Question 31

Which three tasks are required to deploy a Cisco Unified CCX application? (Choose three.)

A) create a trigger
B) upload script to repository
C) restart the Cisco Unified CCX Engine
D) specify the maximum number of sessions
E) configure default session timeout

Question 32

Which action would you take to convert a high availability over LAN deployment to high availability over WAN?

A) Apply a ''Warm Standby'' license.
B) Apply a ''WAN Standby'' license.
C) Do a fresh installation of the whole system as high availability over WAN.
D) Reinstall second Cisco Unified CCX node and add it to cluster over WAN.

Question 33

Historical reports can be generated using which two Cisco Unified CCX tools? (Choose two.)

A) Historical Reports Data Store
B) Historical Reporting Client
C) Cisco Unified Intelligence Center
D) Cisco Supervisor Desktop

Question 34

You should perform which three options when troubleshooting a Cisco Unified CCX engine "Java out of memory" crash? (Choose three.)

A) Check the Cisco Unified CCX Serviceability Control Center.
B) Collect heap dumps via the Cisco Unified Real-Time Monitoring Tool.
C) Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool.
D) Check to see if the customer has installed any third-party applications.
E) Talk to the customer about the deployment and usage pattern.

Question 35

What does it mean for a variable in the Application Editor to be defined as a parameter?

A) The variable can be used to pass data to and from subflows.
B) The value for that variable can be supplied via Application Configuration in Application Administration.
C) The value for that variable is defined by the calling application.
D) The variable can be used in conditional steps.
E) The variable can be used to pass data to and from VoiceXML applications.

Question 36

In the Expression Editor panel of Cisco Unified CCX Script Editor, what are three reasons to use the Java tab? (Choose three.)

A) to invoke a specified method of a custom Java class
B) to reference a variable of a custom Java Object
C) to pass variables between two different workflows
D) to create an object for the purpose of executing methods on a remote computer
E) to get a reference to the Contact and Session states
F) to allow for arguments to be passed to a specified method

Question 37

During runtime, when a valid SQL Query in a DB Read step returns 0 rows, which branch of the step will be executed?

A) Timeout
B) SQL Error
C) Successful
D) No Data

Question 38

Which option enables you to monitor previous agent seat license usage?

A) traffic analysis historical report
B) port and agent seat utilization historical report in Cisco Unified Intelligence Center
C) port-monitoring tool in Cisco Unified Communications Manager Real-Time Monitoring Tool
D) overall Cisco Unified CCX stats in Cisco Unified Communications Manager Real-Time Monitoring Tool

Question 39

Which option can perform Call Progress Analysis in outbound IVR?

A) gateway
B) Unified CM transcoder
C) Automatic Speech Recognition server
D) agent (voice)

Question 40

Which type of information is available from the Cisco Unified Contact Center Express Control Center?

A) database replication status
B) system parameters configuration
C) date and time of most recent failure
D) Cisco Unified Communications Manager cluster status

Question 41

A customer purchases 200 Cisco Unified CCX Premium agent seats. Which two additional items must the customer purchase to be able to run a 30-port outbound IVR campaign? (Choose two.)

A) 30 outbound IVR ports
B) 15 agent seats
C) gateway
D) router

Question 42

Select a statement about the Call Subflow step that is not true.

A) A subflow can access all variables in the calling script.
B) When the Call Subflow step executes, you can transfer values of variables from the calling flow to the subflow.
C) After the Call Subflow step executes, you can transfer values of variables from the subflow to the calling flow.
D) The same subflow can be invoked from different scripts.

Question 43

Which three options cannot be validated using the Cisco Unified Communications Sizing Tool in a Cisco Unified CCX deployment configuration? (Choose three.)

A) number of silent-monitoring and remote-monitoring sessions
B) bandwidth requirement between Cisco Unified CCX and SocialMiner in an agent web chat deployment
C) number of historical reporting sessions
D) bandwidth requirement for remote agents who are connected over a WAN to Cisco Unified CCX
E) number of ASR and TTS ports
F) bandwidth requirement between two Cisco Unified CCX nodes in a high availability over WAN deployment

Question 44

What is the maximum number of agent web chat sessions that is supported on the highest class server?

A) 25
B) 50
C) 75
D) 100

Question 45

Which three of the following tasks can be performed using Cisco Unified Real-Time Monitoring Tool? (Choose three.)

A) collect trace files
B) stop and start Cisco Unified CCX services
C) view syslog messages
D) perform backup and restore functions
E) monitor the health of the Cisco Unified CCX system

Question 46

What is the maximum number of agents that can be supported by Cisco Unified Contact Center Express when deployed with Cisco Unified Communications Manager?

A) 50
B) 150
C) 300
D) 400

Question 47

Which of the following is not an input that is required when you install Cisco Unified CCX?

A) application username
B) platform administrator username
C) IP address
D) default language
E) time zone

Question 48

Which subsystem processes connections between the Cisco Unified Contact Center Express server and the enterprise databases?

A) Media
B) Unified CM Telephony
C) Database
D) Configuration Data Store

Question 49

Which two Cisco Unified CCX steps invoke another Unified CCX application script? (Choose two.)

A) CallSubflow step
B) On Exception Goto step
C) Trigger Application step
D) Connect step
E) Cache Document

Question 50

Which statement is true about the default script field when adding an application?

A) When a caller does not enter a choice in a Menu step, it will execute the default script.
B) Any problems running the configured script will cause the default script to be executed.
C) When the caller enters a digit in the Menu step that is not defined, the default script will be executed.
D) When the caller enters a digit that is not checked in the filter of the Get Digit String step, the default script will be executed.

Question 51

Which three fields are used in defining a CSQ in Cisco Unified Contact Center Express Enhanced? (Choose three.)

A) Agent Name
B) WrapUp Time
C) Service Level
D) Overflow CSQ
E) Automatic Work
F) Unified CCX Application

Question 52

Which tool is used to size Cisco Unified CCX?

A) Analysis Manager
B) Cisco Unified Communications Sizing Tool
C) Expert Advisor
D) Cisco Unified Real-Time Monitoring Tool

Question 53

You are designing a Cisco Unified Contact Center Express system with four requirements: 250 configured agents 150 agents maximum logged in at any given time 30 agents able to make outbound calls 20 agents able to answer emails How many premium seats should be purchased?

A) 150 seats
B) 180 seats
C) 200 seats
D) 250 seats

Question 54

Which step library is included in the license for Cisco Unified Contact Center Express Standard?

A) ICM steps
B) email steps
C) document steps
D) database steps

Question 55

Which two releases require physical media to be ordered and received prior to patching or upgrading Cisco Unified Contact Center Express? (Choose two.)

A) minor release
B) major release
C) service update
D) engineering special

Question 56

What is the maximum round-trip time between Cisco Unified Contact Center Express servers in a WAN deployment?

A) 2 ms
B) 10 ms
C) 50 ms
D) 80 ms

Question 57

What is the minimum package that is required to develop a custom Cisco Unified Intelligence Center report for a Cisco Unified CCX deployment?

A) Cisco Unified CCX Premium
B) Cisco Unified CCX Enhanced
C) Cisco Unified Intelligence Center Premium
D) Cisco Unified Intelligence Center Standard

Question 58

Which three components are installed from the Cisco Unified CCX Installer media? (Choose three.)

A) iPlanet Web Server
B) Cisco Unified CCX Engine
C) Cisco Unified Operations Manager
D) Cisco Unified Communications Manager
E) Recording Component
F) Informix DB

Question 59

What is the maximum number of CTI ports that can be supported by a Cisco Unified Contact Center Express Standard deployment?

A) 150
B) 200
C) 300
D) 400

Question 60

A preview outbound dialer uses which source and destination resources?

A) a CTI port to the customer
B) the ACD line of the agent to the customer
C) the personal line of the agent to the customer
D) a CTI port to the agent, then redirected to the customer

Question 61

In a Cisco Unified CCX application script, a number is read from an external database. The number must then be played out as part of a prompt. Which Cisco Unified CCX Editor step creates a new prompt that can play out the number?

A) Create Container Prompt
B) Create Generated Prompt
C) Create Language Prompt
D) Create Conditional Prompt

Question 62

Where can you start, stop, and restart Cisco Unified Contact Center Express services?

A) the system page on Cisco Unified Contact Center Express Administration
B) Cisco Desktop Administration
C) Control Center on Cisco Unified Contact Center Express Service ability
D) Cisco Unified Communications Operating System Administration

Question 63

Which two steps check out a database connection from the connection pool? (Choose two.)

A) DB Get
B) DB Read
C) DB Write
D) DB Release

Question 64

You should perform which three steps when troubleshooting a Cisco Unified Contact Center Express engine "Java out of memory" crash? (Choose three.)

A) Collect the thread dump for Cisco Unified CCX Engine
B) Check to see if the customer has installed any third party applications
C) Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool.
D) Collect heap dumps via the Cisco Unified Real-Time Monitoring Tool
E) Talk to the customer about the deployment and usage pattern. F, Check the Cisco Unified CCX Serviceability Control Center

Question 65

The Agent email feature is available in which Cisco Unified Contact Center Express packages?

A) Premium and Enhanced
B) Premium, Enhanced, and Standard
C) Premium only
D) Premium and Standard

Question 66

Agent Email is a Cisco Unified CCX feature available in which of these packages?

A) Premium, Enhanced, and Standard
B) Premium only
C) Premium and Standard
D) Premium and Enhanced

Question 67

If you use skills-based routing, where is the agent selection criteria defined?

A) in the Contact Service Queue definition
B) in the Resource definition
C) in the Skill definition
D) in the Skill Group definition

Question 68

Which Cisco Unified Contact Center Express platform set supports the use of an embedded Internet browser within the Cisco Agent Desktop?

A) Premium only
B) Enhanced and Premium only
C) Standard, Enhanced, and Premium
D) Cisco Unified Contact Center Express does not support an embedded Internet browser

Question 69

Cisco Finesse supports the use of custom call variable layouts. How does the agent desktop determine which layout to use?

A) The name of the layout is passed to the agent desktop via a keyword variable that is named user.layout.
B) The layout is associated to the team under Team Resources.
C) The layout is associated to the CSQ definition.
D) The layout is associated to the desktop layout under Team Resources.

Question 70

What are the peripheral variables in the Set Enterprise Call Info step related to?

A) call variables
B) custom variables
C) script parameters that are passed from the application configuration
D) ECC variables

Question 71

Which three tasks can an agent perform on the Cisco Agent Desktop? (Choose three.)

A) chat with an SME
B) send an email to an SME
C) send enterprise data to an SME
D) transfer a call to an SME
E) start a Cisco WebEx session with an SME

Question 72

In Cisco Unified Contact Center Express, when a variable in the application editor is defined as a parameter, which statement is true?

A) The variable can be used to pass data to and from subflows.
B) The value for that variable can be supplied through the Application Management menu in Cisco Unified CCX Administration.
C) The value for that variable is defined by the calling application.
D) The variable can be used in conditional steps.
E) The variable can be used to pass data to and from VoiceXML applications.

Question 73

Which step can be used to trap runtime script errors and recover gracefully?

A) Set
B) Call Subflow
C) On Exception Goto
D) Get Reporting Statistic

Question 74

What is the purpose of relative filters?

A) to generate historical and real-time reports for the previous week
B) to generate historical time reports for the previous week
C) to filter spam emails from reaching the email queues
D) to report on previous port usage

Question 75

What is the maximum number of concurrent agent web chat sessions that are supported on the highest class server?

A) 75
B) 25
C) 50
D) 120

Question 76

Which statement is true about the ability to look up customers in Cisco Context Service?

A) Exactly one customer object is returned, based on the search parameters that are provided
B) If more than one customer object is found, a failure is returned, based on the search parameters that are provided.
C) An array of customer objects is returned, based on the search parameters that are provided.
D) Cisco Context Service does not provide the ability to look up customers.

Question 77

Which tab on the Cisco Finesse agent desktop hosts the gadget for agents to accept or initiate a call?

A) The My Statistics tab hosts the gadget.
B) The Home tab hosts the gadget.
C) The Manage Customer tab hosts the gadget.
D) The gadget to initiate or accept a call is common and is not tied to a specific tab.

Question 78

Which facility is provided to debug a Cisco Unified Contact Center Express script live with a real voice call?

A) Cisco Unified Contact Center Express Editor
B) Reactive Debugging
C) Accept Step
D) Proactive Debugging

Question 79

Which phones must be associated to the RmCm application user account?

A) all phones
B) none, because that user account is not used for phone association
C) only agent phones that are used with the Cisco Finesse agent desktop
D) only Cisco Finesse IPPA phones

Question 80

Which action enables a contact center supervisor to access and monitor live data reports for multiple teams?

A) Take no action, because a supervisor cannot monitor more than one team.
B) Assign the supervisor as primary superior for one of the teams and as secondary supervisor for other relevant teams.
C) Assign the supervisor as primary supervisor for all the relevant teams.
D) Add the supervisor as a member of all the relevant teams.