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500-443 CCEAAR Exam Questions

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500-443 CCEAAR Exam Questions

Master Cisco 500-443: Your Gateway to Contact Center Excellence

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Question 1

What are two core components of PCCE? (Choose two.)

ACVP Call/VXML Server

BAgent PG A and B side

CCisco ECE Services Server

DCVP Reporting Server

ECisco ECE Web server

Correct : A, B

CVP Call/VXML Server is one of the core components of PCCE, as it provides voice response applications that can interact with callers, collect information, and queue calls for treatment by agents or other destinations. B Agent PG A and B side are another core components of PCCE, as they provide communication between CUCM and UCCE/PCCE components, such as Router, Logger, and CVP. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 9;Administering Advanced Cisco Contact Center Enterprise (CCEAA), page 3

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ACVP Call/VXML Server

BAgent PG A and B side

CCisco ECE Services Server

DCVP Reporting Server

ECisco ECE Web server

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Question 2

Which protocol is used by CVP to communicate to VRU PG?

AGED-125

BGED-155

CGED-12.5

DGED-256

Correct : B

The protocol used by CVP to communicate to VRU PG is GED-155, which stands for Generic External Device Protocol version 155. GED-155 allows CVP to send and receive messages from VRU PG for call control and data exchange. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11

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AGED-125

BGED-155

CGED-12.5

DGED-256

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Question 3

What are two XML files that will be backed up when the Disaster Recovery System performs a cluster-level backup? (Choose two.)

AdrfSchedule.xml

BdrfDevice.xml

CdrfDeviceProfile.xml

DdrfPlatform.xml

EdrfSystem.xml

Correct : A, E

drfSchedule.xml is one of the XML files that will be backed up when the Disaster Recovery System performs a cluster-level backup, as it contains the information about the backup schedules. E drfSystem.xml is another XML file that will be backed up when the Disaster Recovery System performs a cluster-level backup, as it contains the information about the system components and their dependencies. Reference = [Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.5(1)], page 37

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AdrfSchedule.xml

BdrfDevice.xml

CdrfDeviceProfile.xml

DdrfPlatform.xml

EdrfSystem.xml

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Question 4

What are two mandatory ICM AW configurations to get the PCS working properly? (Choose two.)

AConfigure the Survey DN, CT and associate with the Survey routing script.

BSet \iser.microapp.isPostCallSurvev' to y after either the label node or the Queue to Skillgroup/PQ node in the initial incoming DN routing script logic.

CSet 'user.microapp.isPostCallSurvey'' to n before either the label node or the Queue to Skillgroup/PQ node in the initial incoming DN routing script logic.

DCreate a new call type for Post Call Survey, map incoming dialed number to a survey dialed number pattern, and associates the survey dialed number patterns to the survey call type.

ECreate a new call type for Post Call Survey, map survey dialed number pattern to the incoming dialed number, and associate the incoming dialed number patterns to the survey call type.

Correct : A, D

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AConfigure the Survey DN, CT and associate with the Survey routing script.

BSet \iser.microapp.isPostCallSurvev' to y after either the label node or the Queue to Skillgroup/PQ node in the initial incoming DN routing script logic.

CSet 'user.microapp.isPostCallSurvey'' to n before either the label node or the Queue to Skillgroup/PQ node in the initial incoming DN routing script logic.

DCreate a new call type for Post Call Survey, map incoming dialed number to a survey dialed number pattern, and associates the survey dialed number patterns to the survey call type.

ECreate a new call type for Post Call Survey, map survey dialed number pattern to the incoming dialed number, and associate the incoming dialed number patterns to the survey call type.

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Question 5

What is the first step for CCE to dynamically allocate a label?

AThe WB ermine service should be in Service.

BThe Dialer should be configured.

CAn agent needs to log in.

DCVP Call service needs to be restarted.

Correct : C

The first step for CCE to dynamically allocate a label is an agent needs to log in, as this triggers the Agent PG to send a label request message to the Router. The Router then assigns a label from the available pool and sends it back to the Agent PG. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 13

According to the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2), dynamic labels are expressions that the CallRouter processes in real time, converting an expression into a character string that is then returned to the routing client as a label1. Dynamic labels are useful for routing calls to agents based on their current location, availability, or skill level.For CCE to dynamically allocate a label, an agent needs to log in and register with the system, so that the CallRouter can access the agent's information and use it in the dynamic label expression1. The other options are not correct, because they are not related to dynamic label allocation.The WB ermine service is a web service that provides access to the configuration data of the system2.The Dialer is a component that enables outbound dialing campaigns3.The CVP Call service is a service that handles call control and voice processing for calls that use Unified CVP3.

1: Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0 (1)

2: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0 (1)

3: Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2) - Dynamic Labels