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QUESTION 11
Which three statements about QoS in a Cisco Unified Intelligent Contact Management solution are true? (Choose three.)

A.    In a Cisco Unified Intelligent Contact Management network, if the traffic is marked in the ICM, QoS trust needs to be enabled on access-layer routers and switches.
B.    The high priority queue for the private network should be granted 90 percent of total available bandwidth.
C.    The high priority queue for the private network should be granted 75 percent of total available bandwidth.
D.    The high priority queue for the private network should be granted 65 percent of total available bandwidth.
E.    Traffic marking in Cisco Unified ICM means that configuring separate private high and private medium/low sets of IP addresses is no longer necessary.
F.    Traffic marking in Cisco Unified ICM means that configuring separate private high and private medium/low sets of IP addresses is still necessary.

Answer: ABE

QUESTION 12
Under which circumstances can the visible and private networks be converged in the Cisco Unified Contact Center Enterprise system?

A.    when QoS is enabled on both networks
B.    in cases in which there is gigabit bandwidth between sites
C.    under no circumstances
D.    when the Cisco Catalyst switch has dual power supplies

Answer: C

QUESTION 13
In a Cisco Unified Contact Center Enterprise deployment with geographically redundant central controllers, a new site is added with two new Admin Workstations as the only AWs at the site. Which option is the recommended configuration (AW type) for these two machines?

A.    1 – Primary Distributor AW, 1 – Secondary Distributor AW
B.    1 – Primary Distributor AW, 1 – Client AW
C.    1 – Secondary Distributor AW, 1 – Client AW
D.    2 – Client AWs
E.    2 – Secondary Distributor AWs
F.    1 – Primary Client AW, 1 – Secondary Client AW

Answer: A

QUESTION 14
Which option describes the impact of using a Requalify Call node in a routing script for the Cisco Unified Contact Center Enterprise system?

A.    The call type is changed and continues the current script execution.
B.    The call is reset to the new call type, like a new call with all counters reset to zero.
C.    There is no impact, and the call type is used only for the initial script selection process.
D.    The call is reclassified and the system executes a new routing associated with that call type.

Answer: D

QUESTION 15
Which Cisco Unified Border Element configuration is correct for a Cisco Unified Contact Center Enterprise with Cisco Unified Customer Voice Portal and Cisco Unified Border Element deployment?

A.    You must dedicate a voice gateway for VXML browser sessions.
B.    You must configure Cisco Unified Border Element as media pass flow-around mode.
C.    You must configure Cisco Unified Border Element as media pass flow-through mode.
D.    You must use box-to-box Cisco Unified Border Element redundancy.

Answer: C

QUESTION 16
Which three features does the SIP Proxy software provide when Cisco Unified Contact Center Enterprise, Cisco Unified Customer Voice Portal, and Cisco Unified SIP Proxy are used? (Choose three.)

A.    centralized dial plan
B.    load balancer for HTTP and SIP
C.    integration with Cisco ISR using SM-SRE
D.    N+1 or N.N redundancy
E.    box-to-box redundancy
F.    demarcation point between networks

Answer: ACD

QUESTION 17
Which three statements about the Cisco Unified Customer Voice Portal Post Call Survey are true? (Choose three.)

A.    For reporting purposes, the Post Call Survey call has the same CallGUID and call context as the original inbound call.
B.    For reporting purposes, the Post Call Survey call has the ICM Router Key and call context from the original inbound call.
C.    The call context for the Post Call Survey includes all contexts up to the point where the call is transferred to the agent. Context that the agent creates after the transfer is not included in the Post Call Survey context.
D.    This feature lets you configure a call flow that, after the caller disconnects from the agent, optionally sends the call to a dialed number configured for a Post Call Survey.
E.    If you want to use the Post Call Survey feature through Unified CVP, you must configure it on the reporting server. Also, you can configure the Unified ICM script to toggle the use of Post Call Survey off and on.
F.    If you want to use the Post Call Survey feature through Unified CVP, you must configure it on the call server. Also, you can configure the Unified ICM script to toggle the use of Post Call Survey off and on.

Answer: ACF

QUESTION 18
Which two statements about Cisco Unified Customer Voice Portal Whisper Announcements are true? (Choose two.)

A.    In Whisper Announcements, wave files must match Cisco Unified CVP encoding and format requirements (G.711, CCITT A-Law 8 kHz, 8 bit, mono).
B.    The maximum play time for a Whisper Announcement is subject to a timeout (default 45 sec).
C.    Two Whisper Announcements can play for each call.
D.    In Whisper Announcements, wave (.wav) is the only supported file type.
E.    While a Whisper Announcement is playing, the agent can put the call on hold.

Answer: AD

QUESTION 19
Which three statements about Courtesy Callback are true? (Choose three.)

A.    Courtesy Callback reduces the time callers have to wait in a queue.
B.    Courtesy Callback enables Cisco Unified Communication Manager to offer callers (who meet your criteria) the option to receive a courtesy callback by the system instead of waiting in the queue.
C.    The caller who has been queued by Cisco Unified Communication Manager can hang up and subsequently be called back when an agent is close to becoming available (preemptive callback).
D.    Courtesy Callback does not change the time a customer must wait to be connected to an agent.
E.    If the caller decides to be called back by the system, they leave their name and the time they want to be callback.
F.    You can schedule a callback for a specific time.
G.    Courtesy Callback is supported only with Cisco Voice Gateway.
H.    Courtesy Callback is not allowed with Agent Request API.

Answer: ADG

QUESTION 20
The Cisco Finesse supervisor features extend the agent desktop with additional gadgets. Which three additional features are provided? (Choose three.)

A.    team performance gadget to view agent status
B.    queue statistics gadget to view queue (skill group) statistics for the supervisor’s queues
C.    Cisco Unified Communications Manager Remote Silent Monitoring
D.    barge-in and intercept
E.    gadget to park calls
F.    transcoder gadget for recording

Answer: ABD

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