Cisco Contact Center Enterprise Implementation and Troubleshooting Question and Answers

Cisco Contact Center Enterprise Implementation and Troubleshooting

Last Update May 3, 2024
Total Questions : 56

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Questions 1

Which tool manages IIS certificates on the CCE servers?

Options:

System CLI

Keytool

SSLUtil

OPENSSL

Discussion 0

Questions 2

What is needed to execute a particular script that is configured using script explore for a specific time?

Options:

Dialed Number mapped to a CallType and in turn mapped to a scheduled script

Dialed Number mapped to a CallType

Dialed Number with scheduled script

Agent mapped to Dialed Number and Dialed Number in turn mapped with scheduled script

Discussion 0

Questions 3

Where can the readiness for the CCE deployment be verified?

Options:

CCE Web Admin -inventory

CCE Web Admin -> Machines - inventory

CCE Web Admin -> Deployment Settings - Inventory

CCE Web Admin -> Infrastructure - Inventory

Discussion 0

Questions 4

Which protocol is used between ICM Central Controller and IVR/CUCM PG?

Options:

OCTI

Device Management Protocol (DMP)

SIP

ccagent

Discussion 0

Questions 5

Which core components are required for calls that originate from Cisco Unified Communications Manager to Cisco Unified CVP using Comprehensive mode when using microapps?

Options:

CUCM: CTI Route Port, SIP Trunk, ICM: CVP Type 2 VRU, CUBE. VXML Gateway

CUCM: CTI Route Point and SIP Trunk, ICM: CVP Type 2 VRU and Network VRU labels, VXML Gateway

CUCM: CTI Route Port and SIP Trunk, ICM: CVP Type 10 VRU and Network VRU labels, VXML Gateway

CUCM: CTI Route Point and SIP Trunk, ICM: CVP Type 10 VRU and Network VRU labels, VXML Gateway

Discussion 0

Questions 6

Which signed certificate is less administration in environments with many servers, such as CCE?

Options:

Self-signed

Certificate Authority (CA)

3rd party signed

Security Authority (SA)

Discussion 0

Questions 7

Where are external voice DNs sourced from in a CCE Dial Plan?

Options:

VGW

CUCM

CVP

CUBE

Discussion 0

Questions 8

Which mode can be used to display data flow in the Script?

Options:

Edit Mode

Monitor Mode

Quick Edit Mode

Browse Mode

Discussion 0

Questions 9

Which CLI command manages the Java Keystore Certificate in Windows CCE servers?

Options:

PROCMON

OPENSSL

System CLI

Keytool

Discussion 0

Questions 10

Which type of machine will run an automated deferred sync job?

Options:

Principal AW machine

AW client machine

Secondary AW machine

AW/HDS machine

Discussion 0

Questions 11

Which two certificates need to be uploaded to VOS servers for CA Signed certificate management? (Choose two.)

Options:

CA Certificate:tomcat

CA Signed Certificate from CSR Request:tomcat

3rd party signed Certificate

CA Certificate:tomcat-trust

CA Signed Certificate from CSR Request:tomcat-trust

Discussion 0

Questions 12

Where can the SAML Certificate Expiry details be checked in PCCE Web Administration Manager (S.RO.G)?

Options:

Features -> Context Service

Infrastructure Settings -> License Management

Features -> Single Sign-On

Infrastructure Settings -> Device Configurations -> Identity Services

Discussion 0

Questions 13

What are two considerations for PCCE 2K installation? (Choose two.)

Options:

add Router Logger after installing software

add PGs via PG setup after installing the software

run Domain Manager tool, add root, facility, and instance

run Websetup after installing the software

needs ICM/CCE software installed on all ICM/CCE servers

Discussion 0

Answer:

B, D

Explanation:

According to the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1), there are two considerations for PCCE 2K installation:

You need to add PGs via PG setup after installing the software. This is because the PG setup tool allows you to configure the PGs for different types of peripherals, such as CUCM, CVP, and Finesse. You can also configure the network interface cards, the PG redundancy, and the PG security settings using the PG setup tool1.
You need to run Websetup after installing the software. This is because the Websetup tool allows you to configure the PCCE components, such as the Router, Logger, AW-HDS-DDS, and CVP. You can also configure the call routing scripts, the dialed number plan, the agent teams, and the skill groups using the Websetup tool2.

You do not need to add Router Logger after installing the software, because the Router Logger is automatically installed and configured during the PCCE installation process3. You do not need to run Domain Manager tool, add root, facility, and instance, because the Domain Manager tool is only used for UCCE installations, not PCCE installations4. You do not need to install ICM/CCE software on all ICM/CCE servers, because the PCCE installation process automatically installs the ICM/CCE software on the required servers3.

References :=

Some possible references are:

1: Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1), Chapter: Create Virtual Machines for Components, Section: Create VM for Unified CCE PG, 4 2: Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1), Chapter: Configure PCCE Components, Section: Run Websetup, 1 3: Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1), Chapter: Install PCCE Software, Section: Install PCCE Software on Unified CCE Rogger, 3 4: Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1), Chapter: Install Unified CCE Software, Section: Run Domain Manager, 5

5: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_0_1/installation/Guide/ucce_b_ucce-install-upgrade-12-0/ucce_b_ucce-install-upgrade-12-0_chapter_0100.html

Questions 14

What will the caller hear if Cisco Unified ICM sends back a label of 91919191?

Options:

MoH

Ringing

an error message

Audio

Discussion 0

Questions 15

Which three statements describe fails in the high availability of Cisco Unified Intelligent Contact Management central controller? (Choose three.)

Options:

If ICM Logger side A fails, router side B cannot send historical info to ICM Logger side A and is limited to ICM Logger side B.

If the private LAN fails, the Peripheral Gateways are used to help determine the active call router side of the duplex pair.

If ICM Logger side A fails, the impact of call processing is limited to ICM call router side A.

If one ICM call router of a duplex pair of Cisco Unified ICM call routers fails, the surviving ICM call router recognizes the failure when it receives no response to heartbeats over the private LAN.

There is no impact on call processing during a Cisco Unified ICM Logger failure.

During Cisco Unified ICM call router failover processing, calls in progress in Cisco Unified Customer Voice Portal are disconnected, but all new calls are processed successfully.

Discussion 0

Answer:

A, B, D

Explanation:

Option A is correct because if one side of the ICM Logger fails, the other side can still receive historical data from both sides of the ICM Router. However, the failed side will not be able to receive any data until it is restored1.
Option B is correct because the Peripheral Gateways (PGs) are connected to both sides of the ICM Router through the private LAN and the visible network. If the private LAN fails, the PGs can use the visible network to communicate with the active ICM Router and determine which side is the master2.
Option D is correct because the ICM Router uses heartbeats to monitor the status of its duplex pair. If one side does not receive a heartbeat from the other side within a specified time interval, it assumes that the other side has failed and initiates a failover process3.
Option C is incorrect because if one side of the ICM Logger fails, the impact of call processing is not limited to the corresponding side of the ICM Router. The ICM Router can still process calls using the data from the surviving ICM Logger side1.
Option E is incorrect because there is some impact on call processing during an ICM Logger failure. For example, some historical reports may not be available, some configuration changes may not be replicated, and some call data may be lost4.
Option F is incorrect because during an ICM Router failover, calls in progress in Cisco Unified Customer Voice Portal (CVP) are not disconnected. The CVP uses the Survivable Remote Site Telephony (SRST) feature to maintain the calls until the failover is completed5.

References:

1: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-4
2: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-6
3: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-8
4: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-10
5: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-12

Questions 16

Which team is responsible for ensuring that servers designated for use by CCE VMs meet these requirements, including but not limited to Storage System Performance and IOPS (Input/Output Operations Per Second) Requirements?

Options:

Design team

Deployment team

Support Team

Sales team

Discussion 0

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