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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Tenant Configuration and Reporting | 30% | - Reporting dashboards and visualizations - User and team configuration - Call recording configuration - Network requirements for Webex Contact Center - Agent and supervisor desktop setup |
| Topic 2: Telephony and Call Routing | 30% | - Voice channel troubleshooting - Voice call routing components configuration - Webex Contact Center telephony architecture options - Telephony integration configuration - Inbound and outbound telephony settings |
| Topic 3: Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital contact routing configuration - Digital channel troubleshooting |
| Topic 4: Advanced Features and AI | 25% | - AI-powered routing and automation - Third-party integrations and APIs - Analytics and optimization - Advanced workflow design |
1. Which authentication and authorization specification is required for using Webex Contact Center APIs?
A) Mutual TLS
B) API key authentication
C) Auth 2.0
D) HTTP authentication
2. A customer wants AI-generated call summaries for agents after each interaction in Webex Contact Center. Which Cisco cloud feature provides this capability?
A) Expressway-E clustering
B) Webex AI Assistant
C) Webex Edge Connect
D) Unified CM IM&P
3. A Webex Contact Center Administrator is trying to configure team-based call distribution. The requirement is to handle Sales Queue calls before Accounting Queue calls.
- All Sales calls in the queue must be routed to agents before
Accounting calls.
- If an older Accounting call is in the queue and a Sales call is
received by the system, the Sales call must get priority.
- When no Sales call is in the queue, Accounting calls can be routed to agents.
How can this be achieved within team configuration?
A) Ask agents to ignore Accounting calls.
B) Configure capacity based queues.
C) Configure queue ranking.
D) Select Skill Profile with Sales only Skill.
4. A company wants to provide business continuity if WAN connectivity to Webex Calling is interrupted. Which Cisco solution supports local call survivability?
A) Webex Edge Audio
B) Survivable Gateway
C) Cisco Emergency Responder
D) Unified Border Element media bypass only
5. A Webex Contact Center engineer is investigating an issue with outgoing email failures from a specific service in Webex Connect. The engineer wants to see all the failed transactions for last 7 days. Which two tools in Webex Connect provide the information needed to resolve the issue?
(Choose two.)
A) Watchtower
B) Templates
C) Reports
D) Debug Console
E) Export Logs
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: D,E |
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