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Cisco 500-442 Exam Questions
- Cisco Channel Partner Program Certifications
- Cisco Unified Contact Center Enterprise Specialization requirement for Systems Engineers Certifications
- Topic 1: Describe CCE components and architecture/ Describe access tools
- Topic 2: Understand CCE features beyond default/ Basic Calls and Agent settings
- Topic 3: Configure basic agent functionality/ Configure roles and departments
- Topic 4: Implement precision routing/ Understand Contact Center basics
- Topic 5: Configure agent teams and supervisors/ Implement VXML applications
- Topic 6: Configure basic call treatment/ Utilize Finesse administration tool
- Topic 7: Deploy basic call settings/ Configuration and Implementation
- Topic 8: Build basic ICM scripts/ Configure RONA support/ Advanced Configuration
Free Cisco 500-442 Exam Actual Questions
Note: Premium Questions for 500-442 were last updated On May. 05, 2025 (see below)
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)
What is the function of the CVP Subdialog Return element in a VXML application?
The function of the CVP Subdialog Return element in a VXML application is to populate variables sent back to Cisco Contact Center Enterprise (CCE) from the VXML application. This element is used at the end of a subdialog invocation to return control to the main IVR application, along with any data collected or processed during the subdialog. This mechanism allows for dynamic exchange of information between different parts of an IVR application and the broader Contact Center solution, enabling complex call flows and data-driven decision-making. Reference: Documentation on Cisco's VXML Server and CVP provides detailed information on how Subdialog Return elements are used within VXML applications to interface with CCE and other components of the Contact Center infrastructure.
Which two steps are required to configure a Supervisor? (Choose two.)
C) make sure the Supervisor has an Active Directory Account: The Supervisor must have an Active Directory (AD) account in order to be able to log in to the Cisco Finesse web interface and manage the contact center operations.
D) ensure that 'Is Supervisor' is checked: The Supervisor role must be assigned to the AD account. This can be done by navigating to the Cisco Unified Contact Center Enterprise Administration page and searching for the Supervisor's account. Once located, the 'Is Supervisor' checkbox must be checked to give the account the necessary permissions to manage the contact center.
Which two functionalities should a Contact Center typically be provided? (Choose two.)
A Contact Center typically needs to provide the following functionalities: A. Skill-Based Routing: This functionality allows the Contact Center to route calls to the most appropriate agent based on their skills, ensuring that customers are matched with agents who can best address their needs. C. IVR and Queuing: Interactive Voice Response (IVR) systems and queuing mechanisms are crucial for managing incoming calls, providing self-service options, and efficiently managing caller wait times until an appropriate agent is available. Reference: Cisco's documentation on Contact Center solutions, including Unified Contact Center Enterprise (UCCE), often highlights the importance of Skill-Based Routing and IVR/Queuing functionalities in providing effective customer service.
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)
Supervisors have capabilities in the Cisco Contact Center environment that agents do not, including: A. View Team Gadget in Finesse: Supervisors have access to the Team Performance gadget in Cisco Finesse, allowing them to monitor the real-time performance and status of their team members, which is not typically available to agents. D. Log in to CCE Admin: Supervisors often have administrative privileges that allow them to access the Cisco Contact Center Enterprise Administration interface for configuration and management tasks, a capability not available to standard agents. Reference: Cisco Finesse and CCE documentation outline the roles and capabilities within the contact center platform, including the specific tools and gadgets available to supervisors versus agents.
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