Master Cisco 500-442: Your Gateway to Contact Center Excellence

Correct : B, E

in order to configure and evaluate business hours in an ICM script, you must first configure the Business Hours under Organizational Setup > Business Hours in CCE Admin. Once the Business Hours are configured, you then need to configure an IF node in the ICM script editor, using the expression BusinessHourStatus.<Calendar Name>.BusinessHours. This expression will then evaluate to True or False depending on whether the current time falls within the configured Business Hours or not.

When configuring and evaluating business hours in an ICM script, the key steps involve: B. Configure Business Hours under Organizational Setup > Business hours in CCE Admin: This step is crucial for defining the operational hours during which certain routing decisions or scripts should be active. E. Configure an IF node in ICM script editor: The IF node in the script is used to evaluate whether the current time falls within the defined business hours. Based on this evaluation, the script can route the call differently, enable or disable certain features, or make other adjustments to call handling. Reference: The process of setting up business hours and incorporating them into routing scripts is detailed in Cisco's ICM scripting and administration guides.

Correct : B, E

the Finesse Server Administration page in CCE deployments allows for the configuration of both Routing Layouts and Skill-groups. Routing Layouts are used to define the layout of the contact center by specifying which agents are assigned to which skills, while Skill-groups are used to create collections of skills that can be assigned to agents. Reason Codes and Workflows can also be configured via the Finesse Server Administration page, but Routing Scripts cannot.

Correct : A, C

The PTSN is responsible for routing the call to the agent. According to [5], the two primary roles of the PSTN and voice gateway in the Unified CCE solution are delivering the inbound call to the voice gateway and routing the call to the agent. The voice gateway may modify the digits presented to downstream devices, but it does not provide IVR functionality in a Contact Center deployment, nor is it responsible for routing the call to the agent.

Correct : A

A single Peripheral Gateway (PG) in a Cisco Contact Center Enterprise environment supports one cluster of Finesse. This design ensures that each PG is dedicated to a specific Finesse cluster, facilitating optimal performance and reliability in agent desktop operations. Reference: Cisco's technical documentation on Contact Center architecture and Finesse integration provides details on the supported configurations and the relationship between PGs and Finesse clusters.

Correct : D, E

For a script to run in a Cisco Contact Center environment, it must be associated with: D. Call Type: Call Types categorize calls based on their characteristics or how they should be handled. Associating a script with a Call Type allows the system to execute the script for calls of that category, applying the specific routing logic defined in the script. E. Dialed Number (DN): The Dialed Number is used to identify the call's intended destination or service. Associating a script with a Dialed Number allows the system to trigger the script when a call is received on that number, ensuring that calls are processed according to the routing logic defined for that DN. Reference: Cisco scripting and configuration documentation for Contact Center solutions detail how scripts are associated with Call Types and Dialed Numbers to control call routing and processing.