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QUESTION 1
Common configuration elements occur across Cisco Contact Center Enterprise solution
components. Drag and drop the Cisco Unified ICM configuration elements on the left to the
matching Cisco Unified Communications Manager and IP IVR configuration elements on the right-
Drag and drop question. Drag the items to the proper locations.
Answer:
Explanation:
QUESTION 2
In the Cisco Unified Contract Center Enterprise Solution, “Translation Route to VRU” node in the
Cisco Unified ICM Script Editor has several options that can be used for intelligent routing. Drag
and drop the option on the left to its function on the right-
Drag and drop question. Drag the items to the proper locations
Answer:
Explanation:
QUESTION 3
In a Cisco Unified Contact Center Enterprise system, a new agent and phone have been added to
the system; however, the agent is unable to log in to the system.
The agent is using the same type of phone and has the same CTI OS desktop setup as other
agents who are able to log in without issue. What are two possible causes for this issue? (Choose
two.)
A. The incorrect CTIOS Server IP and Port are configured on the new agent’s CTI desktop.
B. The new phone used by the agent is not associated with IVRJtapiUser.
C. A new Device Target needs to be added for the phone in the Config (for example,/devtype
ipphone/DN 12345).
D. The phone has call forwarding and call waiting enabled.
E. The new phone used by the agent is not associated with PGJtapiUser.
Answer: C,E
QUESTION 4
Refer to the exhibit.
In the Cisco Unified Contact Center Enterprise solution, there are a number of different log files
that are generated by different components and processes in the solution. Identify the specific
process that generated the log file.
A. CTI OS (Server)
B. CTI OS (Client)
C. JTAPI Gateway Qgw)
D. UC Manager PIM (Enterprise Agent PIM)
E. ICM Call Router (rtr)
Answer: D
QUESTION 5
Refer to the exhibit.
In a Cisco Unified Contact Center Enterprise deployment, the call flow allows the caller to opt out
and leave a voice-mail message for an agent team while in queue. The Cisco Unified IP IVR
application “Scriptl .aef” is called to prompt the caller and transfer the call to voice mail. What
impact does the script shown in the exhibit have on the system?
A. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as “Abandoned”
in the Cisco Unified CCE Call Type reporting.
B. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as “Transferred
Out” in the Cisco Unified CCE Call Type reporting.
C. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as “Handled” in
the Cisco Unified CCE Call Type reporting.
D. All calls that are sent to this script will be sent to the vmEXT using the Call Redirect step. E.
Callers will remain in queue after they leave the voice-mail message.
Answer: A
QUESTION 6
In addition to enabling tracing in the Cisco Unified IP IVR, what additional trace files would be
helpful in troubleshooting calls that are being dropped in the Cisco Unified IP IVR for the Cisco
Unified Contact Center Enterprise solution? (Choose two.)
A. Cisco Unified Communications Manager > CM Services > CM Services > Cisco CallManager > Debug Trace Level set to Detailed
B. Cisco Unified Communications Manager > CM Services > CM Services > Cisco CallManager > Debug Trace Level set to Error
C. Cisco Unified Communications Manager > CTI Services > SDI > Debug Trace Level set to Error
D. Cisco Unified Communications Manager > CTI Services > Cisco CTIManager > Debug Trace Level set to Detailed
E. Cisco Unified Communications Manager > CM Services > Cisco CTIManager > Debug Trace Level set to Detailed
Answer: A,E
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