Which step library is included in the license for Cisco Unified CCX Standard?
ICM steps
email steps
document steps
database steps
Cisco Unified CCX Standard license includes the database steps library, which allows the script to access and manipulate data from external databases using SQL queries. The database steps library can be used to create, update, delete, or query records from any JDBC-compliant database, such as Microsoft SQL Server, Oracle, or MySQL. The database steps library can also be used to store session data, such as caller input or agent information, in a database table for later retrieval or reporting. The database steps library is useful for creating dynamic and personalized applications that can interact with external data sources.
The other options are incorrect because they are not included in the Cisco Unified CCX Standard license. The ICM steps library is only available with the Cisco Unified CCX Premium license, and it allows the script to integrate with the Cisco Unified Intelligent Contact Management (ICM) system for routing and reporting purposes. The email steps library is also only available with the Cisco Unified CCX Premium license, and it allows the script to send and receive email messages from customers or agents. The document steps library is available with the Cisco Unified CCX Enhanced or Premium licenses, and it allows the script to read and write documents from the local file system or a remote server using FTP or HTTP protocols. The document steps library can be used to store or retrieve data in XML, CSV, or plain text formats. References := Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) SU3, Chapter 2: Unified CCX Editor Step Reference, Database Steps, page 2-15.
If you have not configured the database subsystem, what is the status of the database subsystem on the
Control Center page of AppAdmin?
partial service
out of service
shutdown
not configured
The database subsystem is used to communicate with external database servers and execute SQL queries from Unified CCX applications. The database subsystem is available only if the system has a license installed for either the Unified IP IVR or Unified CCX Premium product packages. If the database subsystem is not configured, it will show as out of service on the Control Center page of AppAdmin. This means that the database subsystem is not operational and cannot process any requests from the applications. To configure the database subsystem, you need to add database resources and specify the connection parameters for each database server that you want to access from your applications. You also need to enable the database subsystem from the Control Center page after adding the database resources. References: Cisco Unified Contact Center Express Administration Guide, Release 11.5 (1) - Database Subsystem Configuration
In a high availability over WAN deployment, which option cannot be across the WAN from the active Cisco Unified CCX site?
ASR or TTS servers
wallboard server
SMTP server
enterprise database
In a high availability over WAN deployment, the ASR or TTS servers cannot be across the WAN from the active Cisco Unified CCX site. This is because the ASR or TTS servers require a low latency connection to the Unified CCX engine, and the WAN link may introduce delays or packet loss that can affect the quality and performance of the speech recognition or text-to-speech services. Therefore, the ASR or TTS servers must be co-located with the active Unified CCX site, and they must fail over to the standby site if the active site goes down. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson 4: High Availability and Network Design - Topic: Unified CCX High Availability over WAN1
What is the maximum number of CTI ports that can be supported by a Cisco Unified Contact Center Express 8.0 Standard deployment?
150
200
300
400
According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), the maximum number of CTI ports that can be supported by a Cisco Unified Contact Center Express 8.0 Standard deployment is 300. This is the same as the maximum number of IVR ports that can be supported by the Standard deployment. The CTI ports are used to route calls to agents or to play prompts and collect caller input. The number of CTI ports depends on the number of concurrent calls that the system needs to handle and the call flow design. The Standard deployment supports up to 150 agents and 300 IVR ports or CTI ports. References := Cisco Unified Contact Center Express Design Guide, Release 8.0(1), page 2-7.
Which two Cisco Unified CCX steps should you use if you want to send an HTTP message? (Choose two.)
Write Document
Place Call
Send HTTP Response
Cache Document
Create URL Document
To send an HTTP message, you should use the following Cisco Unified CCX steps:
Send HTTP Response: This step allows the script to send an HTTP response to the client that initiated the HTTP request. The step specifies the HTTP status code, the content type, and the body of the response. The step can also set or delete cookies in the response. For more information on how to use the Send HTTP Response step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Send HTTP Response Step.
Create URL Document: This step allows the script to create a URL document that contains the URL of a web page or application. The step specifies the URL, the method (GET or POST), and the parameters to be sent with the request. The step can also set or delete cookies in the request. The URL document can be used as an input for other steps, such as Write Document or Place Call. For more information on how to use the Create URL Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Create URL Document Step.
The following steps cannot be used to send an HTTP message:
Write Document: This step allows the script to write a document to a file or a stream. The step specifies the document, the destination, and the encoding. The document can be any type of document, such as XML, plain text, or URL. The destination can be a local file, a remote file, or a media stream. The step can be used to write a URL document to a file or a stream, but it cannot send an HTTP message by itself. For more information on how to use the Write Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Write Document Step.
Place Call: This step allows the script to place a call to a destination. The step specifies the calling address, the called address, the media termination, and the timeout. The calling address and the called address can be phone numbers, SIP URIs, or URL documents. The media termination can be a contact, a prompt, or a document. The step can be used to place a call to a URL document, but it cannot send an HTTP message by itself. For more information on how to use the Place Call step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Place Call Step.
Cache Document: This step allows the script to cache a document in the memory of the Unified CCX server. The step specifies the document and the cache key. The document can be any type of document, such as XML, plain text, or URL. The cache key is a unique identifier for the document in the cache. The step can be used to cache a URL document, but it cannot send an HTTP message by itself. For more information on how to use the Cache Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Cache Document Step. References:
Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1)
[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 2: Cisco Unified CCX Scripting, Lesson 3: Cisco Unified CCX Scripting Steps, Topic: HTTP Contact Steps
Which three tasks can an agent perform on the Cisco Agent Desktop? (Choose three.)
chat with an SME
send an email to an SME
send enterprise data to an SME
transfer a call to an SME
start a Cisco WebEx session with an SME
The three tasks that an agent can perform on the Cisco Agent Desktop are:
Chat with an SME. An agent can chat with a subject matter expert (SME) using the Cisco Agent Desktop integrated chat feature. This feature allows the agent to see the presence status of SMEs and other critical members of the enterprise, and to initiate chat sessions with them without navigating away from the Agent Desktop. The agent can also transfer the chat session to another agent or SME, or escalate the chat session to a voice or video call1.
Transfer a call to an SME. An agent can transfer a call to an SME using the Cisco Agent Desktop call control buttons. The agent can select the destination SME from a list of availablecontacts or enter the SME’s phone number. The agent can also consult with the SME before transferring the call, or transfer the call directly2.
Start a Cisco WebEx session with an SME. An agent can start a Cisco WebEx session with an SME using the Cisco Agent Desktop WebEx button. This feature allows the agent to invite the SME to join a web-based collaboration session that supports voice, video, and screen sharing. The agent can also invite the customer to join the WebEx session if needed3.
The other options are not correct because:
B. Send an email to an SME. An agent cannot send an email to an SME using the Cisco Agent Desktop. The email feature of the Cisco Agent Desktop is only for handling incoming and outgoing emails from customers, not from internal contacts. The agent can use other applications, such as Cisco Unified Personal Communicator or Cisco Jabber, to send emails to SMEs4.
C. Send enterprise data to an SME. An agent cannot send enterprise data to an SME using the Cisco Agent Desktop. The enterprise data feature of the Cisco Agent Desktop is only for displaying customer-related information, such as account number, name, address, and so on, that are passed from the Cisco Unified Contact Center Express server. The agent cannot modify or forward the enterprise data to SMEs5.
References: 1: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Chat [Cisco Unified Contact Center Express] - Cisco 2: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Call Control [Cisco Unified Contact Center Express] - Cisco 3: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - WebEx [Cisco Unified Contact Center Express] - Cisco 4: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Email [Cisco Unified Contact Center Express] - Cisco 5: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Enterprise Data [Cisco Unified Contact Center Express] - Cisco
How many languages can be installed for the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD)?
one language for both the CAD and the CSD
one language for the CAD and a different language for the CSD
two languages for the CAD and one language for the CSD
two languages for both the CAD and the CSD
The Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD) can be installed with two languages each. The languages are selected during the installation process and can be changed later by running the Postinstall.exe utility. The CAD and the CSD can have different languages installed, as long as they are supported by the Cisco Unified Contact Center Express (UCCX) system. The supported languages are listed in the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide. References: Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1) - Install Cisco Agent Desktop, Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1) - Install Cisco Supervisor Desktop
Which statement is true about the default script field when adding an application?
When a caller does not enter a choice in a Menu step, it will execute the default script.
Any problems running the configured script will cause the default script to be executed.
When the caller enters a digit in the Menu step that is not defined, the default script will be executed.
When the caller enters a digit that is not checked in the filter of the Get Digit String step, the default script will be executed.
The correct answer is B. The default script field when adding an application specifies the script that will be executed if there are any problems running the configured script for the application. For example, if the configured script is missing, corrupted, or containserrors, the default script will be executed instead. The default script field is mandatory and must point to a valid script file1.
The other options are not correct because:
A. When a caller does not enter a choice in a Menu step, it will execute the default script. This is false because the Menu step has its own Timeout branch that determines what to do when the caller does not enter a choice within the specified timeout period. The default script field has no effect on the Menu step2.
C. When the caller enters a digit in the Menu step that is not defined, the default script will be executed. This is false because the Menu step has its own Unsuccessful branch that determines what to do when the caller enters a digit that is not defined as a valid option. The default script field has no effect on the Menu step2.
D. When the caller enters a digit that is not checked in the filter of the Get Digit String step, the default script will be executed. This is false because the Get Digit String step has its own Invalid Entry branch that determines what to do when the caller enters a digit that is not checked in the filter. The default script field has no effect on the Get Digit String step3.
References: 1: Cisco Unified Contact Center Express Administration Guide, Release 12.5(1) - Cisco Applications Configuration [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 2: Media Steps [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 3: Input Steps [Cisco Unified Contact Center Express] - Cisco
Which three components are installed from the Cisco Unified CCX Installer media? (Choose three.)
iPlanet Web Server
Cisco Unified CCX Engine
Cisco Unified Operations Manager
Cisco Unified Communications Manager
Recording Component
Informix DB
The Cisco Unified CCX Installer media is used to install the following components on the Unified CCX server:
Cisco Unified CCX Engine: This is the core component that provides the call control, routing, and scripting functionality for Unified CCX. It also includes the Cisco Unified CCX Administration web interface, the Cisco Unified CCX Serviceability web interface, the Cisco Unified CCX Editor, and the Cisco Unified CCX Historical Reports client.
Recording Component: This is an optional component that enables the recording and playback of agent calls. It also includes the Cisco Unified CCX Supervisor Desktop and the Cisco Unified CCX Agent Desktop applications.
Informix DB: This is the database component that stores the configuration and historical data for Unified CCX. It also includes the Cisco Unified CCX Database Schema and the Cisco Unified CCX Database Monitor Service.
The following components are not installed from the Cisco Unified CCX Installer media:
iPlanet Web Server: This is a web server that is not used by Unified CCX. Unified CCX uses the Apache Tomcat web server, which is installed as part of the Cisco Unified Communications Operating System.
Cisco Unified Operations Manager: This is a network management application that monitors the health and performance of Cisco Unified Communications systems. It is not part of Unified CCX and requires a separate installation and license.
Cisco Unified Communications Manager: This is the call processing component that provides the IP telephony services for Unified CCX. It is not part of Unified CCX and requires a separate installation and license.
References:
Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5(1), Chapter 1: Unified CCX Installation
[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0], Module 1: Cisco Unified Contact Center Express Overview
Which action would you take to convert a high availability over LAN deployment to high availability over WAN?
Apply a ''Warm Standby'' license.
Apply a ''WAN Standby'' license.
Do a fresh installation of the whole system as high availability over WAN.
Reinstall second Cisco Unified CCX node and add it to cluster over WAN.
To convert a high availability over LAN deployment to high availability over WAN, you need to reinstall the second Cisco Unified CCX node and add it to the cluster over WAN. This is because the high availability over WAN deployment requires a different network configuration and a different license than the high availability over LAN deployment12
The high availability over WAN deployment allows you to have two Cisco Unified CCX nodes in different geographical locations, connected by a WAN link with a minimum bandwidth of 1.544 Mbps and a maximum round-trip delay of 80 ms. The high availability over WAN deployment provides disaster recovery and business continuity in case of a site failure12
The high availability over WAN deployment requires a “WAN Standby” license, which is different from the “Warm Standby” license used for the high availability over LAN deployment. The “WAN Standby” license enables the second Cisco Unified CCX node to operate in a partial service mode, which means that it can accept and process calls, but it cannot access the historical data or the configuration data from the primary node. The “Warm Standby” license enables the second Cisco Unified CCX node to operate in a full service mode, which means that it can access all the data and functions of the primary node12
To convert a high availability over LAN deployment to high availability over WAN, you need to follow these steps:
Backup the configuration and the historical data from the primary Cisco Unified CCX node2
Uninstall the second Cisco Unified CCX node from the cluster2
Reinstall the second Cisco Unified CCX node with the same software version and patch level as the primary node, but with a different IP address and hostname2
Apply the “WAN Standby” license to the second Cisco Unified CCX node2
Add the second Cisco Unified CCX node to the cluster over WAN by using the Cisco Unified CCX Administration web interface on the primary node2
Restore the configuration and the historical data to the second Cisco Unified CCX node2
Verify the high availability status and the data synchronization between the two nodes2
References: 1: Cisco Unified Contact Center Express Design Guide, Release 10.0(1) - High Availability [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 10.0(1) - High Availability [Cisco Unified Contact Center Express] - Cisco
