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Cisco 500-442 Exam, also known as Administering Cisco Contact Center Enterprise, is a certification exam that tests the skills and knowledge of candidates in managing and administering Cisco Contact Center Enterprise (CCE) solutions. 500-442 exam is designed to measure the candidate's ability to manage CCE components, configure routing options, and troubleshoot common issues.

The Cisco 500-442 Exam consists of 60-70 questions and is intended to test your knowledge of Cisco Contact Center Enterprise components, architecture, installation, configuration, and troubleshooting. You will need to have a solid understanding of call routing, agent desktops, reporting, and voice applications, among other things. 500-442 exam is timed and you will have 90 minutes to complete it.

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q34-Q39):

NEW QUESTION # 34
Which two components must be configured for CCE to begin routing the contact and start processing the call?
(Choose two.)

A. Network VRU
B. Skill Targets
C. Call type
D. Media routing domain
E. ICM script

Answer: C,E

Explanation:
For CCE to begin routing the contact and start processing the call, the following components must be configured:A.ICM script:The ICM script contains the routing logic and instructions that dictate how calls are handled and routed within the contact center environment.D.Call type:Call types are used to categorize contacts based on their characteristics or requirements, allowing the ICM script to apply the appropriate routing decisions based on the call type classification.References:Cisco's documentation on Contact Center scripting and call type configuration provides insights into setting up these components for effective call routing and processing.

NEW QUESTION # 35
Which two steps are required to configure a Supervisor? (Choose two.)

A. assign the Supervisor to a Precision Queue
B. assign the Supervisor to a Skill Group and Precision Queue
C. ensure that "Is Supervisor" is checked
D. assign the Supervisor to only one Team
E. make sure the Supervisor has an Active Directory Account

Answer: C,D

NEW QUESTION # 36
How are additional ICM Tools added?

A. PG Server node will add the additional tools provided in the Administration Tools folder.
B. Script Editor is available in the PG and ICM Router server.
C. The Logger Server node will add the additional tools provided in the Administration Tools folder.
D. Admin Server node will add the additional tools provided in the Administration Tools folder.

Answer: B

NEW QUESTION # 37
Which two functionalities should a Contact Center typically be provided? (Choose two.)

A. TCP/IP
B. Skill-Based Routing
C. IVR and Queuing
D. Surveys
E. Routing Protocols

Answer: B,C

Explanation:
A Contact Center typically needs to provide the following functionalities:A.Skill-Based Routing:This functionality allows the Contact Center to route calls to the most appropriate agent based on their skills, ensuring that customers are matched with agents who can best address their needs.C.IVR and Queuing:Interactive Voice Response (IVR) systems and queuing mechanisms are crucial for managing incoming calls, providing self-service options, and efficiently managing caller wait times until an appropriate agent is available.References:Cisco's documentation on Contact Center solutions, including Unified Contact Center Enterprise (UCCE), often highlights the importance of Skill-Based Routing and IVR/Queuing functionalities in providing effective customer service.

NEW QUESTION # 38
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?

A. Quick Edit
B. Monitor
C. Browse
D. Edit

Answer: A

NEW QUESTION # 39
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