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QUESTION 68
Which three tasks can an agent perform on the Cisco Agent Desktop? (Choose three.)
A. chat with an SME
B. send an email to an SME
C. send enterprise data to an SME
D. transfer a call to an SME
E. start a Cisco WebEx session with an SME
Answer: ACD
QUESTION 69
Which Cisco Unified Contact Center Express platform set supports the use of an embedded Internet browser within the Cisco Agent Desktop?
A. Premium only
B. Enhanced and Premium only
C. Standard, Enhanced, and Premium
D. Cisco Unified Contact Center Express does not support an embedded Internet browser
Answer: A
QUESTION 70
Which two steps check out a database connection from the connection pool? (Choose two.)
A. DB Get
B. DB Read
C. DB Write
D. DB Release
Answer: BC
QUESTION 71
Cisco Finesse supports the use of custom call variable layouts. How does the agent desktop determine which layout to use?
A. The name of the layout is passed to the agent desktop via a keyword variable that is named user layout.
B. The layout is associated to the team under Team Resources.
C. The layout is associated to the CSQ definition.
D. The layout is associated to the desktop layout under Team Resources.
Answer: A
QUESTION 72
Which phones must be associated to the RmCm application user account?
A. all phones
B. none, because that user account is not used for phone association
C. only agent phones that are used with the Cisco Finesse agent desktop
D. only Cisco Finesse IPPA phones
Answer: C
QUESTION 73
Which two Cisco Unified CCX steps should you use if you want to send an HTTP message? (Choose two.)
A. Write Document
B. Place Call
C. Send HTTP Response
D. Cache Document
E. Create URL Document
Answer: CD
QUESTION 74
Where can you start, stop, and restart Cisco Unified Contact Center Express services?
A. the system page on Cisco Unified Contact Center Express Administration
B. Cisco Desktop Administration
C. Control Center on Cisco Unified Contact Center Express Service ability
D. Cisco Unified Communications Operating System Administration
Answer: C
QUESTION 75
Which tab on the Cisco Finesse agent desktop hosts the gadget for agents to accept or initiate a call?
A. The My Statistics tab hosts the gadget.
B. The Home tab hosts the gadget.
C. The Manage Customer tab hosts the gadget.
D. The gadget to initiate or accept a call is common and is not tied to a specific tab.
Answer: C
QUESTION 76
Which three operations can be performed within the Cisco Finesse IP Phone Age (IPPA)? (Choose three.)
A. A supervisor can use Finesse IPPA to act as an agent and accept calls.
B. An agent can sign in to Finesse IPPA and initiate call recording.
C. A supervisor can sign in to Finesse IPPA and initiate call recording.
D. An agent using Finesse IPPA can enter Not Ready, Sign-out, and Wrap-up reasons.
E. Agents can log in to Finesse IPPA with Cisco Unified CCX deployed using a Standard license.
Answer: CDE
QUESTION 77
Which action enables a contact center supervisor to access and monitor live data reports for multiple teams?
A. Take no action, because a supervisor cannot monitor more than one team.
B. Assign the supervisor as primary superior for one of the teams and as secondary supervisor for other relevant teams.
C. Assign the supervisor as primary supervisor for all the relevant teams.
D. Add the supervisor as a member of all the relevant teams.
Answer: C
QUESTION 78
A customer purchases 200 Cisco Unified Center Express Premium agent seats In order to run a 30-port outbound IVR campaign, which two addition items must the customer purchase?
A. a router
B. a gateway
C. 30 outbound IVR ports
D. 30 agent seats
E. 15 agent seats
Answer: BC
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