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100% Latest Most updated 500-443 Questions and Answers

Cisco 500-443 certification exam is intended for professionals who have experience working with Cisco Unified Contact Center Enterprise (UCCE) solutions. 500-443 exam covers topics such as advanced UCCE administration, reporting, scripting, troubleshooting, and integration with other Cisco collaboration technologies.

 

NEW QUESTION # 17
Which three statements about Multi Line Agent mode in a Cisco Unified Contact Center Enterprise deployment are true? (Choose three.)

• A. It monitors and reports of calls on only one line on the phone.
• B. It requires a maximum of two call appearances.
• C. Call Park is supported on ACD and non-ACD lines.
• D. It monitors and reports calls on all lines on the phone.
• E. Shared lines are supported on ACD lines but not on non-ACD lines.
• F. Allows Unified CCE to support Join Across Line and Direct Transfer Across Line features on the phone.
• G. It requires a busy trigger of 2 (call waiting), although calls cannot be forwarded to other extensions on the phone when busy.

Answer: B,D,F

NEW QUESTION # 18
Which two actions are needed to enable VXML application detail reporting? (Choose two.)

• A. Set user.vxml_detail_rpt.rpt_Serv to value 0.
• B. Set user.vxml_detail_rpt.rpt_Serv to value 1.
• C. Enable Report Data Exclusive Filtering.
• D. Deploy CVP reporting server then associate CVP Call Server to the CVP reporting server.
• E. Enable reporting for CVP VXML Server as well as VXML Application detail.

Answer: D,E

NEW QUESTION # 19
Refer to the exhibit.

The Cisco Unified Customer Voice Portal post call survey is enabled on OAMP. Which option describes what the survey dialed number pattern represents?

• A. dial peer and route pattern configured for survey DN and dialed number configured for Cisco Unified Contact Center Enterprise scripts
• B. dial peer configured for survey DN
• C. dialed number configured for UCCE scripts
• D. route pattern configured for survey DN
• E. dial peer configured for survey DN and dialed number configured for Cisco Unified Contact Center Enterprise scripts

Answer: C

NEW QUESTION # 20
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. Only the LCP port needs to be associated with JTAPI.
• D. The device name of LCP and RCP Ports must not have matching numbers.
• E. MTP resource is not a mandatory requirement for SIP trunk, TDM, and CVP Solutions.

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. Reference = [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 # 21
Which of the following are common UCCE issues related to agent performance? (Select all that apply)

• A. Call routing failures
• B. Agent configuration issues
• C. Poor agent productivity
• D. Database connectivity issues

Answer: C

NEW QUESTION # 22
What is the role of the Cisco Unified Contact Center Enterprise (UCCE. Script Editor in UCCE?

• A. To handle incoming customer interactions
• B. To provide real-time statistics on call center performance
• C. To create and edit call routing scripts
• D. To manage and control the UCCE system components

Answer: C

Explanation:
To create and edit call routing scripts. The Cisco Unified Contact Center Enterprise (UCCE. Script Editor is a tool used by UCCE administrators to create and edit call routing scripts. These scripts determine how incoming calls are routed based on customer data and agent availability, and can be customized to meet specific call center requirements.

NEW QUESTION # 23
Which three methods ensure that Cisco Unified Contact Center Enterprise route requests that experience unexpected scripting conditions are counted as default-routed rather than errors in call type reports? (Choose three.)

• A. Configure default labels for each skill group using the Configuration Manager.
• B. Configure default labels for each dialed number using the Configuration Manager.
• C. Test your scripts to ensure that all routing logic is correct.
• D. In all routing scripts, account for failure by creating a path for calls that encounter unexpected conditions.
• E. In all routing scripts, account for failure by triggering one of the congestion control features to handle the call.
• F. Include a Termination node with Termination type of default label for all scripts in which there is some unexpected input.

Answer: B,D,F

NEW QUESTION # 24
Which of the following are benefits of using Cisco Unified Contact Center Enterprise (UCCE. over traditional ACD systems? (Select all that apply)

• A. Lower cost
• B. Improved call routing accuracy
• C. Greater scalability
• D. Enhanced reporting capabilities

Answer: B,C,D

NEW QUESTION # 25
When an Agent's status turns Ready, which two components help notify the CCE Router about this new status? (Choose two.)

• A. IDS
• B. Agent PG/CTIServer
• C. AWDB
• D. SPOG
• E. Finesse

Answer: B,E

Explanation:
B Agent PG/CTIServer is one of the components that help notify the CCE Router about the new status of an agent when it turns Ready, as it sends a Peripheral Monitor Message (PMM) with agent state information to the Router. E Finesse is another component that help notify the CCE Router about the new status of an agent when it turns Ready, as it sends an HTTP request with agent state information to the CTIServer. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 10; [Cisco Finesse Administration Guide Release 12.5(1)], page 11

NEW QUESTION # 26
What are two requirements for MTP configuration in Mobile Agent? (Choose two.)

• A. Hardware-based MTPs in Cisco IOS gateway is cost-efficient than software-based MTPS in Cisco IOS gateway
• B. Synchronization between servers and clients is needed.
• C. MTP resource is required to convert mobile agent out of band and CVP in-band signaling.
• D. Software-based MTPs using the Cisco IP Voice Media Streaming Application is supported.
• E. CTI ports use out of band DTMF, and SIP trunks use RFC2833 in-band DTMF.

Answer: C,E

Explanation:
C One of the requirements for MTP configuration in Mobile Agent is that CTI ports use out of band DTMF, and SIP trunks use RFC2833 in-band DTMF, as this allows CVP to receive and process DTMF signals from different sources. D Another requirement for MTP configuration in Mobile Agent is that MTP resource is required to convert mobile agent out of band and CVP in-band signaling, as this enables CVP to communicate with mobile agent phones using different protocols. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 95; [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 28

NEW QUESTION # 27
Which of the following tools can be used to troubleshoot common UCCE issues related to call recording?
(Select all that apply)

• A. Cisco Unified Intelligence Center (CUIC)
• B. Cisco Unified Contact Center Enterprise Administration (CUCEA)
• C. Cisco RTMT (Real-Time Monitoring Tool)
• D. Cisco MediaSense

Answer: D

Explanation:
Cisco MediaSense. Cisco MediaSense is a call recording solution that can be used to troubleshoot issues related to call recording in UCCE. It provides tools for monitoring and managing call recording operations, as well as analyzing recorded calls.

NEW QUESTION # 28
What is the role of the Cisco Unified Contact Center Enterprise (UCCE. Unified ICME in UCCE?

• A. To handle incoming customer interactions
• B. To manage and distribute contact center resources, such as agents and IVRs
• C. To provide real-time statistics on call center performance
• D. To manage and control the UCCE system components

Answer: B

Explanation:
To manage and distribute contact center resources, such as agents and IVRs. The Cisco Unified Contact Center Enterprise (UCCE. Unified ICME (Integrated Contact Management EnterprisE. is a component of the UCCE system that manages and distributes contact center resources, such as agents and IVRs. It provides tools for ensuring that the right resources are available to handle incoming calls and that those resources are being used

NEW QUESTION # 29
Which batch script can be used to view VXML application states and port count for a Cisco Unified CVP VXML server?

• A. displayApp.bat
• B. getVersions.bat
• C. updateApp.bat
• D. status.bat

Answer: D

NEW QUESTION # 30
Which of the following tools can be used to troubleshoot common UCCE issues related to call center performance? (Select all that apply)

• A. Cisco Unified Contact Center Enterprise Administration (CUCEA)
• B. Cisco Unified Communications Manager (CUCM)
• C. Cisco RTMT (Real-Time Monitoring Tool)
• D. Cisco Unified Intelligence Center (CUIC)

Answer: D

Explanation:
Cisco Unified Intelligence Center (CUIC. and D. Cisco RTMT (Real-Time Monitoring Tool). Cisco Unified Intelligence Center (CUIC. can be used to analyze call center performance and identify areas for improvement. The Cisco RTMT (Real-Time Monitoring Tool) can be used to monitor call center performance in real-time and troubleshoot issues related to call quality and call center efficiency.

NEW QUESTION # 31
Which two microapps can capture DTMF from the caller in the Cisco Unified Customer Voice Portal environment? (Choose two.)

• A. Menu & Get Digits
• B. Menu & Play Media
• C. Play Media & Get Speech
• D. Get Speech & Menu

Answer: A,D

NEW QUESTION # 32
What is the purpose of the UCCE Peripheral Gateway (PG) in UCCE?

• A. To handle incoming customer interactions
• B. To provide real-time statistics on call center performance
• C. To interface with external devices such as ACDs and IVRs
• D. To manage and control the UCCE system components

Answer: C

NEW QUESTION # 33
Which of the following is a common UCCE issue related to media routing?

• A. Call routing failures
• B. Poor voice quality
• C. Agent configuration issues
• D. Database connectivity issues

Answer: B

NEW QUESTION # 34
What is the function of the Cisco Unified Communications Manager (CUCM) in UCCE?

• A. To handle incoming customer interactions
• B. To provide real-time statistics on call center performance
• C. To manage and control the UCCE system components
• D. To route incoming calls to the most appropriate agent based on customer data

Answer: D

NEW QUESTION # 35
A supervisor created a custom report, but none of his co-supervisors can access this report. What can cause the report to appear missing?

• A. The report definition is missing Execute permission.
• B. The report does not have a default view.
• C. The report is missing Read permission.
• D. The filters of the report refer to Value Lists that have restricted permission.

Answer: C

Explanation:
C The report can appear missing because it is missing Read permission for other co-supervisors. This means that only the supervisor who created the report can access it, unless he or she grants Read permission to other users or user groups. Reference = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 14

NEW QUESTION # 36
What is the purpose of the Cisco Unified Contact Center Enterprise (UCCE. Agent Desktop in UCCE?

• A. To handle incoming customer interactions
• B. To provide real-time statistics on call center performance
• C. To allow agents to handle customer interactions and access UCCE tools
• D. To manage and control the UCCE system components

Answer: C

Explanation:
To allow agents to handle customer interactions and access UCCE tools. The Cisco Unified Contact Center Enterprise (UCCE. Agent Desktop is a component of the UCCE system that allows agents to handle customer interactions and access UCCE tools, such as call scripting and customer information. It provides a unified interface for agents to manage customer interactions across multiple channels, including voice, email, and chat.

NEW QUESTION # 37
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