Pass the Cisco CCEIT 500-444 Questions and answers with CertsForce

 The readiness for the CCE deployment can be verified in the CCE Web Admin -> Infrastructure - Inventory page. This page shows the list of machines that are part of the CCE deployment, including their roles, IP addresses, hostnames, and status. The status indicates whether the machine is online, offline, or in maintenance mode. The inventory page also allows adding, editing, or deleting machines from the system inventory. To access the inventory page, follow these steps:

From your desktop, double-click the Unified CCE Tools icon, and then select Administration Tools.

Double-click the CCE Web Administration link.

In the Unified CCE Administration, navigate to Overview > Infrastructure Settings, click Inventory.

References :=

Web Based CCE Administration12

Cisco Packaged Contact Center Enterprise Administration and Configuration Guide3

CCE Web Administration, add AW to System Inventory4

The correct tools to download logs for CCE troubleshooting are:

Diagnostic framework portico: This is a web-based interface that allows you to access various diagnostic tools and logs for CCE components. You can use it to run diagnostic tests, collect logs, view system status, and troubleshoot issues1.

Unified System CLI: This is a command-line interface that allows you to access diagnostic tools and logs for CCE components from a single point of entry. You can use it to run diagnostic tests, collect logs, view system status, and troubleshoot issues2.

RTTEST: This is a command-line tool that allows you to monitor the real-time status of CCE components and processes. You can use it to view the state of calls, agents, peripherals, routes, and scripts3.

References:

1: Diagnostic Framework Portico 2: Unified System CLI 3: RTTEST

SSLUtil is a Cisco-provided utility that helps to configure web servers for use with TLS. It is located in the \icm\bin folder. It can be invoked in standalone mode or automatically as part of setup. It is used to manage IIS certificates on the CCE servers for web applications such as Unified CCE Administration, WebSetup, and ISE. References:

Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Certificate Management for Secured Connections

Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2) - Certificate Management for Secured Connections

The 2K deployment model for Cisco Contact Center Enterprise (CCE) is a prepackaged solution that offers a simplified and scalable architecture for medium-sized contact centers. The 2K deployment model supports up to 2,000 active agents and up to 8,000 configured agents. An active agent is an agent who is logged in and ready to take calls. A configured agent is an agent who has a profile in the system, regardless of their login status. The 2K deployment model also supports up to 4,000 IVR ports, up to 120,000 BHCA, and up to 12,000 concurrent calls1.

References:

1: Cisco Packaged Contact Center Enterprise Solution Reference Network Design (SRND), page 2-3

 Device Management Protocol (DMP) is a protocol used between ICM Central Controller and IVR/CUCM PGs. It is used to send commands, such as to bring up a voice channel, to the PGs. OCTI, SIP, and ccagent are not protocols used between ICM Central Controller and IVR/CUCM PGs.

References: 500-444-demo, page 4.

According to the Cisco documentation12, single sign-on (SSO) in PCCE can be implemented in one of these three modes:

SSO - Enable all agents and supervisors in the deployment for SSO. This mode requires the use of SAML assertions to exchange authentication and authorization details between an identity provider (IdP) and an identity service (IdS)1.

SAML - Security Assertion Markup Language (SAML) is an XML-based standard that allows the IdP to issue SAML assertions, which are packages of security information transferred from the IdP to the service provider for user authentication1. SAML is the underlying technology that enables SSO in PCCE2.

Hybrid - Enable agents and supervisors selectively in the deployment for SSO. Hybrid mode allows you to phase in the migration of agents from a non-SSO deployment to an SSO deployment and enable SSO for local PGs. Hybrid mode is useful if you have third-party applications that don’t support SSO, and some agents and supervisors must be SSO-disabled to sign in to those applications1.

Option A is incorrect because Non-SSO is the opposite of SSO, and it means continuing to use existing Active Directory-based and local authentication, without SSO1. Option C is incorrect because ldS is a typo for IdS, which is not a mode but a component of SSO. Option D is incorrect because ldP is a typo for IdP, which is also not a mode but a component of SSO.

References:

1: Single Sign-On - Cisco3

2: Cisco Packaged Contact Center Enterprise Features Guide Release 11.6 (1) - Single Sign-On [Cisco Packaged Contact Center Enterprise] - Cisco

SSO - Enable all agents and supervisors in the deployment for SSO.

Hybrid - Enable agents and supervisors selectively in the deployment for SSO. ...

Non-SSO - Continue to use existing Active Directory-based and local authentication, without SSO.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_12_6_1/maintenance/guide/pcce_b_features-guide-1261/pcce_b_features-guide-1261_chapter_01110.html

External voice DNs are sourced from CUCM in a CCE Dial Plan. External voice DNs are the DNs that are not associated with any CCE device, such as agent phones, VRU peripherals, or gateways. They are used to route calls to destinations outside the CCE network, such as PSTN numbers, voicemail, or other PBXs. CUCM is responsible for provisioning and managing these DNs and assigning them to the appropriate devices or trunks. CVP can also use external voice DNs to send calls to CUCM for further routing or treatment.

References:

Troubleshooting Cisco Contact Center Enterprise (CCET) course, Module 3: Troubleshooting Call Flow Issues, Lesson 3.1: Troubleshooting CCE Call Flows, Topic: CCE Dial Plan1

Configuration Guide for Cisco Unified Customer Voice Portal, Release 12.6 (1) - System Configuration [Cisco Unified Customer Voice Portal] - Cisco, Chapter: Dialed Number Pattern Configuration2

To execute a particular script that is configured using script explorer for a specific time, you need to have a dialed number mapped to a call type and in turn mapped to a scheduled script. This is because the dialed number identifies the call and associates it with a call type, which determines the routing script to be executed. The routing script can be scheduled for different versions or times using the script explorer tool. The script explorer allows you to view, modify, and schedule scripts for different call types and dialed numbers12. References: Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2)1, Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0 (1)2.

 Cisco Unified Border Element (CUBE) is a session border controller that provides session control, security, interworking, and demarcation for voice and video calls between the enterprise IP network and service provider SIP trunks1. When CUBE is used with CCE and CVP, it provides the following three features:

Silent Monitor inbound voice calls: CUBE supports the silent monitoring feature for inbound voice calls from the PSTN to the CCE agents. This feature allows supervisors to listen to the agent-customer conversations without being noticed by either party. CUBE uses the built-in-bridge (BIB) capability of the agent phone to fork the media stream and send it to the monitoring server2.

Secure communication using flow around mode: CUBE supports secure communication using Transport Layer Security (TLS) and Secure Real-Time Transport Protocol (SRTP) for SIP signaling and media streams. CUBE can operate in flow around mode, where it terminates the TLS/SRTP sessions from the service provider and the enterprise, but does not perform any media processing or transcoding. This mode reduces the CPU load on CUBE and preserves the end-to-end media encryption3.

Normalize SIP messages using SIP profiles: CUBE supports SIP normalization using SIP profiles, which are collections of parameters that modify the SIP messages that pass through CUBE. SIP profiles can be used to resolve interoperability issues between different SIP implementations, such as service providers, CVP, and CCE. SIP profiles can also be used to enhance the functionality of CUBE, such as adding or removing headers, modifying timers, and enabling features4.

References: Cisco Unified Border Element data sheet1, Cisco Unified Border Element Configuration Guide234.

= A call is assigned to a call type in the PCCE system when a call-routing script hits the first Queue to Skill Group node. This is because the call type is determined by the script that is associated with the dialed number of the call. The script is selected based on the routing client and the dialed number. The first Queue to Skill Group node in the script marks the point where the call type is assigned to the call. The call type is used for reporting and categorizing the call. The other options are not correct because they do not affect the call type assignment. The call type is not changed when the call terminates, when the call is post-routed from CVP, or when the call is routed to an agent. References :=

Call Types, Contact Data, and Scripting1

Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0 (1) - Call Types, Contact Data, and Scripting2

Cisco Packaged Contact Center Enterprise Features Guide, Release 12.5 (1) - Call Type3