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Certification Path

Internetwork Fundamentals ICND1 and ICND2 or CNNABC or basic IP telephony CICD can act as a prerequisite for this exam.

Cisco 500-052 Exam Certification Details:

Number of Questions	45-55
Exam Name	Deploying Cisco Unified Contact Center Express
Exam Registration	PEARSON VUE
Exam Price	$300 USD
Exam Code	500-052 UCCXD
Passing Score	Variable (750-850 / 1000 Approx.)
Sample Questions	Cisco 500-052 Sample Questions

 

NEW QUESTION # 15
What is the maximum number of contacts that Cisco Finesse supports in a phone book?

• A. 0
• B. 1
• C. 2
• D. 3

Answer: A

NEW QUESTION # 16
You are designing a Cisco Unified Contact Center Express system with these four requirements
* 250 configured agents
* a maximum of 150 agents that are logged in at any time
* 30 agents that are able to make outbound calls
* 20 agents that are able to answer emails
How many premium seats should you purchase?

• A. 0
• B. 1
• C. 2
• D. 3

Answer: D

NEW QUESTION # 17
Which three fields are used in defining a CSQ in Cisco Unified Contact Center Express Enhanced?
(Choose three.)

• A. Overflow CSQ
• B. Unified CCX Application
• C. Service Level
• D. Agent Name
• E. Automatic Work
• F. WrapUp Time

Answer: C,E,F

NEW QUESTION # 18
Which three components are installed from the Cisco CRS Installer media? (Choose three.)

• A. Cisco IP Telephony Windows 2000 Server OS
• B. Cisco CRS Engine
• C. iPlanet Web Server
• D. Cisco Unified CallManager
• E. Cisco Recording
• F. MS SQL Server

Answer: B,E,F

NEW QUESTION # 19
Which tab on the Cisco Finesse agent desktop hosts the gadget for agents to accept or initiate a call?

• A. The Manage Customer tab hosts the gadget.
• B. The Home tab hosts the gadget.
• C. The My Statistics tab hosts the gadget.
• D. The gadget to initiate or accept a call is common and is not tied to a specific tab.

Answer: A

NEW QUESTION # 20
What is the maximum number of agent web chat sessions that is supported on the highest class server?

• A. 0
• B. 1
• C. 2
• D. 3

Answer: D

Explanation:
Explanation
According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), the maximum number of agent web chat sessions that is supported on the highest class server is 50. This means that a single agent can handle up to 50 concurrent web chat sessions on a server that meets the highest hardware specifications for Cisco Unified CCX 8.0. The highest class server for Cisco Unified CCX 8.0 is the MCS 7845, which has the following hardware configuration:
Processor: Two quad-core Intel Xeon E5440 2.83-GHz processors
Memory: 12 GB RAM
Hard disk: Four 146-GB SAS hard disks
The maximum number of agent web chat sessions depends on the hardware configuration, the deployment model, and the features enabled. For example, if Cisco Unified CCX is deployed in a high availability mode, the maximum number of agent web chat sessions is reduced to 25. If Cisco Unified CCX is deployed with Cisco Unified Presence, the maximum number of agent web chat sessions is reduced to 20. If Cisco Unified CCX is deployed with Cisco Unified Intelligence Center, the maximum number of agent web chat sessions is reduced to 10. The maximum number of agent web chat sessions also varies for different versions of Cisco Unified CCX. For example, Cisco Unified CCX 7.0 can support a maximum of 25 agent web chat sessions, while Cisco Unified CCX 9.0 can support a maximum of 60 agent web chat sessions. References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.3:
Agent Web Chat, Page 331 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter
3: Unified CCX Architecture and Capacity Planning, Section 3.3: Unified CCX Hardware Configuration, Page 372

NEW QUESTION # 21
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. Add the supervisor as a member of all the relevant teams.
• C. Assign the supervisor as primary superior for one of the teams and as secondary supervisor for other relevant teams.
• D. Assign the supervisor as primary supervisor for all the relevant teams.

Answer: D

NEW QUESTION # 22
Which statement is true about the ability to look up customers in Cisco Context Service?

• A. Exactly one customer object is returned, based on the search parameters that are provided
• B. If more than one customer object is found, a failure is returned, based on the search parameters that are provided.
• C. An array of customer objects is returned, based on the search parameters that are provided.
• D. Cisco Context Service does not provide the ability to look up customers.

Answer: C

NEW QUESTION # 23
Which three Cisco Unified Contact Center Express Application Administration tasks may be performed by a supervisor who does not have administrative privilege? (Choose three.)

• A. Create a resource.
• B. Modify the skill competence level of an agent.
• C. Delete a skill
• D. Remove a skill from a CSQ.
• E. Delete a resource group.
• F. Enable automatic work on a CSQ.

Answer: B,D,F

NEW QUESTION # 24
Where can you start, stop, and restart Cisco Unified Contact Center Express services?

• A. Cisco Desktop Administrator
• B. Cisco Unified Communications Operating System Administration
• C. System page on Cisco Unified Contact Center Express Administration
• D. Control Center on Cisco Unified Contact Center Express Serviceability

Answer: D

Explanation:
Explanation
Control Center on Cisco Unified Contact Center Express Serviceability Comprehensive and Detailed Explanation: The Control Center on Cisco Unified Contact Center Express Serviceability is a web-based interface that allows you to start, stop, and restart Cisco Unified CCX services. You can also view the status of each service and the server on which it is running. The Control Center is accessible from the Navigation drop-down list on the Cisco Unified CCX Serviceability page. You can select either Network Services or Feature Services to manage the corresponding services. References: Cisco Unified Contact Center Express Operations Guide, Release 11.5 (1) - Cisco Unified CCX Serviceability1, Serviceability Tools1

NEW QUESTION # 25
Which criterion can be used to control supervisor workflows?

• A. number of calls abandoned
• B. length of time an agent is in the NotReady state
• C. number of agents logged in
• D. duration of oldest call in queue

Answer: D

NEW QUESTION # 26
Which three statements describe the importing of contacts into a Cisco Unified Contact Center Express campaign? (Choose three.)

• A. Imports can be automatically executed on a weekly basis.
• B. When records have matching phone numbers, only one record is created.
• C. Phone1 is the only mandatory field.
• D. Up to three custom fields can be added.
• E. List filtering for "Do Not Call" is unsupported.

Answer: A,C,D

Explanation:
Explanation
The importing of contacts into a Cisco Unified Contact Center Express campaign has the following characteristics:
Phone1 is the only mandatory field. The Phone1 field contains the primary phone number of the contact. The other fields are optional and can be used to store additional information about the contact, such as first name, last name, account number, etc1, page 4-16.
Up to three custom fields can be added. The custom fields can be used to store any additional data that is not available in the predefined fields. The custom fields can be named and mapped to the corresponding columns in the CSV file1, page 4-17.
Imports can be automatically executed on a weekly basis. The import schedule can be configured to run the import process at a specified time and frequency. The import frequency can be daily, weekly, or monthly1, page 4-18.
The following statements are incorrect:
List filtering for "Do Not Call" is unsupported. The list filtering feature allows the administrator to filter out contacts that match certain criteria, such as phone numbers that are on the "Do Not Call" list, duplicate records, or invalid numbers. The list filtering can be enabled or disabled for each campaign1, page 4-19.
When records have matching phone numbers, only one record is created. The duplicate handling feature allows the administrator to specify how to handle contacts that have the same phone number as an existing contact in the database. The administrator can choose to overwrite the existing contact, skip the new contact, or create a new contact with a different ID1, page 4-20. References: Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0 (1)

NEW QUESTION # 27
Which three fields are used in defining a CSQ in Cisco Unified Contact Center Express Enhanced?
(Choose three.)

• A. Overflow CSQ
• B. Service Level
• C. CCX Application
• D. Agent Name
• E. Automatic Work
• F. WrapUp Time

Answer: B,E,F

Explanation:
Section: (none)

NEW QUESTION # 28
Which three components are installed from the Cisco Unified CCX Installer media? (Choose three.)

• A. iPlanet Web Server
• B. Cisco Unified CCX Engine
• C. Cisco Unified Operations Manager
• D. Recording Component
• E. Cisco Unified Communications Manager
• F. Informix DB

Answer: B,D,F

Explanation:
Explanation
The Cisco Unified CCX Installer media is used to install the following components on the Unified CCX server:
Cisco Unified CCX Engine: This is the core component that provides the call control, routing, and scripting functionality for Unified CCX. It also includes the Cisco Unified CCX Administration web interface, the Cisco Unified CCX Serviceability web interface, the Cisco Unified CCX Editor, and the Cisco Unified CCX Historical Reports client.
Recording Component: This is an optional component that enables the recording and playback of agent calls. It also includes the Cisco Unified CCX Supervisor Desktop and the Cisco Unified CCX Agent Desktop applications.
Informix DB: This is the database component that stores the configuration and historical data for Unified CCX. It also includes the Cisco Unified CCX Database Schema and the Cisco Unified CCX Database Monitor Service.
The following components are not installed from the Cisco Unified CCX Installer media:
iPlanet Web Server: This is a web server that is not used by Unified CCX. Unified CCX uses the Apache Tomcat web server, which is installed as part of the Cisco Unified Communications Operating System.
Cisco Unified Operations Manager: This is a network management application that monitors the health and performance of Cisco Unified Communications systems. It is not part of Unified CCX and requires a separate installation and license.
Cisco Unified Communications Manager: This is the call processing component that provides the IP telephony services for Unified CCX. It is not part of Unified CCX and requires a separate installation and license.
References:
Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5(1), Chapter 1:
Unified CCX Installation
[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0], Module 1: Cisco Unified Contact Center Express Overview

NEW QUESTION # 29
The Cisco Unified Real-Time Monitoring Tool enables you to do which three options? (Choose three.)

• A. Monitor the replication status of historical data store.
• B. Download log files from Cisco Unified CCX nodes.
• C. Monitor the Cisco Unified CCX CTI port status and take corrective action.
• D. Plot and view performance data.
• E. Check the number of active calls in the Cisco Unified CCX system.
• F. Monitor the WAN link status.

Answer: B,C,D

NEW QUESTION # 30
What are the peripheral variables in the Set Enterprise Call Info step related to?

• A. custom variables
• B. call variables
• C. ECC variables
• D. script parameters that are passed from the application configuration

Answer: B

Explanation:
Explanation
The peripheral variables in the Set Enterprise Call Info step are related to call variables. Call variables are predefined variables that store information about a call, such as the caller ID, the dialed number, the call duration, the call priority, and so on. Call variables are also known as Call.PeripheralVariable1 to Call.PeripheralVariable10, and they can be set or retrieved by the Set Enterprise Call Info step or the Get Enterprise Call Info step. Call variables can be displayed on the agent desktop or used for reporting purposes1, page 2-3, 2, page 2-4, 3, page 4-1. References: Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5 (1) SU1, Cisco Unified Contact Center Express Editor Step Reference Guide, Release
11.6(2), Cisco Unified Contact Center Express Features Guide, Release 12.5 (1)

NEW QUESTION # 31
A customer purchases 200 Cisco Unified CCX Premium agent seats.
Which two additional items must the customer purchase to be able to run a 30-port outbound IVR campaign? (Choose two.)

• A. router
• B. 30 outbound IVR ports
• C. gateway
• D. 15 agent seats

Answer: B,C

NEW QUESTION # 32
Which option can be configured while installing Cisco Unified CCX on Cisco UCS servers?

• A. CUCM server
• B. NTP server
• C. SMTP server
• D. DNS server

Answer: C

Explanation:
Section: (none)

NEW QUESTION # 33
What is the maximum number of CTI ports that can be supported by a Cisco Unified Contact Center Express Standard deployment?

• A. 0
• B. 1
• C. 2
• D. 3

Answer: B

Explanation:
Explanation/Reference:

NEW QUESTION # 34
A Cisco Unified CCX deployment is licensed for 120 agent seats, out of which 70 agents log in as chat agents via an independent browser. How many agents will be able to service voice calls via Cisco Agent Desktop in this scenario?

• A. 0
• B. 1
• C. 2
• D. 3

Answer: B

NEW QUESTION # 35
In the Expression Editor panel of Cisco Unified Contact Center Express Script Editor, what are three reasons to use the Java tab? (Choose three.)

• A. to invoke a specified method of a custom Java class
• B. to get a reference to the Contact and Session states
• C. to create an object for the purpose of executing methods on a remote computer
• D. to allow for arguments to be passed to a specified method
• E. to reference a variable of a custom Java Object
• F. to pass variables between two different workflows

Answer: A,D,E

NEW QUESTION # 36
What information from the first node is used as the secret key during second node installation?

• A. IP address
• B. administrator password
• C. application user password
• D. security password

Answer: D

Explanation:
Explanation
The security password is used as the secret key during the second node installation of Cisco Unified Contact Center Express (UCCX). This password is entered during the first node installation and must be the same for all nodes in the cluster. The security password is used to encrypt sensitive data in the database and to authenticate communication between nodes. If the security password is not the same for all nodes, the installation will fail and the cluster will not function properly. References: Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5 (1) - Unified CCX Installation, Free Cisco Deploying Unified Contact Center Express (UCCXD) v6.0 Certification Sample Questions and Answers

NEW QUESTION # 37
You are designing a Cisco Unified Contact Center Express system with four requirements:
250 configured agents

150 agents maximum logged in at any given time

30 agents able to make outbound calls

20 agents able to answer emails

How many premium seats should be purchased?

• A. 180 seats
• B. 250 seats
• C. 150 seats
• D. 200 seats

Answer: C

NEW QUESTION # 38
......

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