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Cisco 500-443 exam is designed to test the knowledge and skills of professionals who are responsible for administering and reporting on contact center enterprise solutions. 500-443 exam is intended for professionals who have a deep understanding of Cisco Unified Contact Center Enterprise (UCCE) solutions and the ability to configure and manage these solutions in complex environments.
NEW QUESTION # 33
Which protocol is used by UCCE/PCCE to communicate with CUCM?
- A. SIP
- B. JTAPI
- C. TAP1
- D. IH323
Answer: B
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. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 10
NEW QUESTION # 34
What are two descriptions for JNDI? (Choose two.)
- A. a script that provides call routing!
- B. an API that provides naming and directory functionality to applications
- C. designed to be independent of any specific directory service implementation so a variety of directories can be accessed
- D. an API that defines how a client may access a database
- E. a method for querying and updating data in a database
Answer: B,C
Explanation:
JNDI is designed to be independent of any specific directory service implementation so a variety of directories can be accessed, such as LDAP, NDS, or DNS. E JNDI is an API that provides naming and directory functionality to applications, such as looking up objects by name, binding objects to names, and creating and destroying naming contexts. Reference = [Java Naming and Directory Interface (JNDI) Overview]
NEW QUESTION # 35
Which option lists the minimum extended call variables that are needed for Cisco Unified Customer Voice Portal Agent Greetings?
- A. user.microapp.FromExtVXML, user.microapp.app_media_lib, user.microapp.input_type
- B. user.microapp.FromExtVXML, user.microapp.app.media_Server, user.microapp.input_type
- C. user.microapp.ToExtVXML, user.microapp.app_media_lib, user.microapp.input_type
- D. user.microapp.ToExtVXML, user.microapp.app.media_Server, user.microapp.locale
- E. user.ToExtVXML, user. app_media_lib, user.input_type
Answer: C
NEW QUESTION # 36
When using the Play Media micro-application, which parameter automatically generates the media file name for an agent greeting?
- A. -ag
- B. -a
- C. -aa
- D. -g
Answer: B
NEW QUESTION # 37
What is the purpose of the Cisco Unified Contact Center Enterprise (UCCE. Service Control Center in UCCE?
- A. To handle incoming customer interactions
- B. To provide real-time statistics on call center performance
- C. To monitor and manage UCCE system services and application instances
- D. To manage and control the UCCE system components
Answer: C
NEW QUESTION # 38
What are two stock or customized views that are available for the CUIC reports? (Choose two.)
- A. HTML View
- B. Gantt View
- C. XML View
- D. Bar Chart View
- E. Pie Chart View
Answer: D,E
Explanation:
D One of the stock or customized views that are available for the CUIC reports is Pie Chart View, as it displays data in a circular graph divided into slices proportional to the values. E Another stock or customized view that are available for the CUIC reports is Bar Chart View, as it displays data in horizontal or vertical bars with lengths proportional to the values. References = [Cisco Unified Intelligence Center User Guide Release
12.5(1)], page 13
NEW QUESTION # 39
What are two mandatory configurations for Mobile Agent to function? (Choose two.)
- A. Both LCP and RCP ports need to be associated with JTAPI.
- B. LCP DNS as a Route pattern should be created with the destination as CUCM in PCCE SPOG
- C. The device name of LCP and RCP Ports must not have matching numbers.
- D. MTP resource is not a mandatory requirement for SIP trunk, TDM, and CVP Solutions.
- E. Only the LCP port needs to be associated with JTAPI.
Answer: A,B
Explanation:
B One of the mandatory configurations for Mobile Agent to function is that LCP DN as a Route pattern should be created with the destination as CUCM in PCCE SPOG, as this allows CUCM to route calls from CVP to LCP DN. E Another mandatory configuration for Mobile Agent to function is that both LCP and RCP ports need to be associated with JTAPI, as this allows CCE to monitor and control the mobile agent ports on CUCM. References = [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 27;
[Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page
95
NEW QUESTION # 40
Which of the following are examples of UCCE historical reports? (Select all that apply)
- A. Call Type Summary
- B. Agent State Summary
- C. Real-Time Queue Statistics
- D. Service Level Agreement (SLA. Reports
Answer: A,B,D
NEW QUESTION # 41
Where must a Dialed Number be mapped within CCE?
- A. Media Server
- B. Precision queue
- C. Skill group
- D. Call Type, which in turn points to a scheduled Routing Script
Answer: D
Explanation:
A Dialed Number must be mapped within CCE to a Call Type, which in turn points to a scheduled Routing Script. This allows CCE to route calls based on the dialed number and apply different treatments and reports for different call types. References = Advanced Administration and Reporting of Contact Center Enterprise (CCEAAR), page 2
NEW QUESTION # 42
Which variable does the Cisco Unified Customer Voice Portal use to return information about problems encountered while running a script?
- A. user.microapp.server_info
- B. user.microapp.FromExtVXML
- C. user.microapp.error_code
- D. user.microapp.input_type
Answer: C
NEW QUESTION # 43
What is the purpose of a contact center enterprise system?
- A. To manage customer interactions through various communication channels
- B. To automate customer interactions without human involvement
- C. To provide a platform for employees to communicate with each other
- D. To manage the financial aspects of a business
Answer: A
Explanation:
Explanation: A contact center enterprise system is designed to manage customer interactions through various communication channels such as phone, email, chat, and social media.
NEW QUESTION # 44
Which two options are needed in the Cisco Finesse Platform installation wizard? (Choose two.)
- A. Cisco Finesse HTTPS redirect enabled
- B. AWDB database configured and online
- C. HTTPS redirect disabled
- D. access to the Internet
- E. access to a Network Time Protocol server
- F. preconfigured domain name server and have set up forward and reverse DNS
Answer: E,F
NEW QUESTION # 45
What is the purpose of the Cisco Unified Customer Voice Portal (CVP) in UCCE?
- A. To handle incoming customer interactions
- B. To provide real-time statistics on call center performance
- C. To handle self-service IVR interactions
- D. To route incoming calls to the most appropriate agent based on customer data
Answer: C
NEW QUESTION # 46
What is the function of the Cisco Unified Communications Manager (CUCM) in UCCE?
- A. To route incoming calls to the most appropriate agent based on customer data
- B. To handle incoming customer interactions
- C. To provide real-time statistics on call center performance
- D. To manage and control the UCCE system components
Answer: A
NEW QUESTION # 47
Which of the following tools can be used to troubleshoot common UCCE issues related to call routing?
(Select all that apply)
- A. Cisco Unified Customer Voice Portal (CVP) Reporting Server
- B. Cisco RTMT (Real-Time Monitoring Tool)
- C. Cisco Unified Contact Center Enterprise Administration (CUCEA)
- D. Cisco Finesse desktop
Answer: A,C
NEW QUESTION # 48
What are the two destination patterns in the ingress gateway pointing to the number a customer dials considering the SIP comprehensive call flow? (Choose two.)
- A. point to AW/HDS/DDS ip address
- B. point to IOS q/ws loopback address
- C. point to CUSP ig address
- D. point to PG ip address
- E. point to CVP ip address
Answer: B,E
Explanation:
B One of the destination patterns in the ingress gateway pointing to the number a customer dials considering the SIP comprehensive call flow is pointing to CVP IP address, as this allows CVP to receive and process incoming calls from the ingress gateway. C Another destination pattern in the ingress gateway pointing to the number a customer dials considering the SIP comprehensive call flow is pointing to IOS q/ws loopback address, as this allows CVP to send calls back to the ingress gateway for queuing and self-service. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11
NEW QUESTION # 49
Which of the following tools can be used to troubleshoot common UCCE issues related to network connectivity? (Select all that apply)
- A. Cisco Unified Intelligence Center (CUIC)
- B. Cisco Unified Communications Manager (CUCM)
- C. Cisco RTMT (Real-Time Monitoring Tool)
- D. Cisco Unified Contact Center Enterprise Administration (CUCEA)
Answer: B,D
Explanation:
Cisco Unified Communications Manager (CUCM) and D. Cisco RTMT (Real-Time Monitoring Tool). The Cisco Unified Communications Manager (CUCM) can be used to troubleshoot UCCE issues related to network connectivity by providing tools to monitor network traffic and analyze signaling activity. The Cisco RTMT (Real-Time Monitoring Tool) can be used to monitor network connectivity and troubleshoot issues related to network performance and availability.
NEW QUESTION # 50
What is the role of the Cisco Unified Contact Center Enterprise (UCCE. Peripheral Gateway in UCCE?
- A. To handle incoming customer interactions
- B. To provide real-time statistics on call center performance
- C. To interface with external systems and devices, such as PBXs and IVRs
- D. To manage and control the UCCE system components
Answer: C
Explanation:
To interface with external systems and devices, such as PBXs and IVRs. The Cisco Unified Contact Center Enterprise (UCCE. Peripheral Gateway is a component of the UCCE system that interfaces with external systems and devices, such as PBXs and IVRs. It provides tools for routing calls to the appropriate destination based on customer data and agent availability.
NEW QUESTION # 51
Refer to the exhibit.
In a Cisco Unified Contact Center Enterprise 10.0 Outbound Option with SIP dialer, you check the status of the Dialer process from Diagnostic Framework Portico. What does the circled message "R" represent?
- A. telephony port status
- B. customer instance name
- C. configured ports
- D. ready ports
- E. reserved ports
Answer: D
NEW QUESTION # 52
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