500-443 Detail Explanation | 500-443 Exam Success

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Cisco Advanced Administration and Reporting of Contact Center Enterprise Sample Questions (Q32-Q37):

NEW QUESTION # 32
What are two core components of PCCE? (Choose two.)

A. CVP Call/VXML Server
B. Cisco ECE Services Server
C. Agent PG A and B side
D. Cisco ECE Web server
E. CVP Reporting Server

Answer: A,C

Explanation:
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

NEW QUESTION # 33
Which protocol is used by UCCE/PCCE to communicate with CUCM?

A. TAP1
B. SIP
C. IH323
D. JTAPI

Answer: D

Explanation:
The protocol used by UCCE/PCCE to communicate with CUCM is JTAPI, which stands for Java Telephony Application Programming Interface. JTAPI allows UCCE/PCCE to monitor and control agent phones and CTI ports on CUCM. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 10

NEW QUESTION # 34
What is the purpose of the Cisco Unified Customer Voice Portal (CVP) in UCCE?

A. To handle incoming customer interactions
B. To handle self-service IVR interactions
C. To route incoming calls to the most appropriate agent based on customer data
D. To provide real-time statistics on call center performance

Answer: B

NEW QUESTION # 35
What is the purpose of Precision Routing in UCCE?

A. To automate the routing of calls to the next available agent
B. To monitor agent performance and generate reports on call center metrics
C. To ensure that calls are routed to the most appropriate agent based on customer needs and agent skills
D. To provide agents with a unified view of customer interactions across multiple channels

Answer: C

Explanation:
Explanation: Precision Routing is an advanced UCCE feature that uses advanced algorithms to ensure that calls are routed to the most appropriate agent based on customer needs and agent skills, resulting in a better customer experience.

NEW QUESTION # 36
What is the primary function of Cisco Hosted Collaboration Solution for Contact Center (HCS-CC)?

A. To deploy a UCCE system for small and medium-sized businesses
B. To deploy a UCCE system in the cloud
C. To provide a hosted contact center solution for service providers
D. To deploy a UCCE system on-premises

Answer: C

NEW QUESTION # 37
......

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