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

When an agent transfers a call to another ICM Skill Group, the call should be transferred to a CTI route point that is associated with a routing client and a dialed number in the ICM configuration. This way, the ICM can route the call to the appropriate agent based on the skill group and the call context. The ICM can also maintain the end-to-end reporting context for the call, such as the original call type, the transfer reason, the transfer time, and the transfer destination. If the call is transferred to an agent IP phone, a route pattern, or a translation pattern, the ICM will lose the visibility and control of the call, and the reporting context will be broken.

References: Troubleshooting Cisco Contact Center Enterprise (CCET) course, Module 3: Troubleshooting Call Flows, Lesson 3: Troubleshooting Transfers12

There are two types of upgrades available for CCE: Common Ground and Standard. A Common Ground upgrade is a type of upgrade that allows you to upgrade from one major release to another major release without having to rebuild your configuration. A Common Ground upgrade preserves your existing configuration and data, and applies the new features and enhancements of the new release. A Common Ground upgrade is supported for certain releases and deployment models, and requires a specific upgrade path. A Standard upgrade is a type of upgrade that allows you to upgrade from one minor release to another minor release within the same major release. A Standard upgrade also preserves your existing configuration and data, and applies the bug fixes and minor enhancements of the new release. A Standard upgrade is supported for all releases and deployment models, and does not require a specific upgrade path12. References:

Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.6 (1) - Upgrade Overview2

Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.5 (1) and 12.5 (2) - Upgrade Overview3

Monitor mode is a feature of the Script Editor tool that allows the user to view the data flow in the script as it executes. Monitor mode displays the values of variables, labels, and expressions as the script runs. It also shows the path that the script takes through the various steps and branches. Monitor mode can be used to troubleshoot and debug scripts, as well as to verify the logic and functionality of the script. Monitor mode can be accessed by clicking the Monitor button on the toolbar or by pressing F5. References: Contact Center Enterprise Troubleshooting and Configuration - Cisco, page 17; Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.6(1), section “Scripting Specifics in a Packaged CCE Environment”.

Option A is correct because if one side of the ICM Logger fails, the other side can still receive historical data from both sides of the ICM Router. However, the failed side will not be able to receive any data until it is restored1.

Option B is correct because the Peripheral Gateways (PGs) are connected to both sides of the ICM Router through the private LAN and the visible network. If the private LAN fails, the PGs can use the visible network to communicate with the active ICM Router and determine which side is the master2.

Option D is correct because the ICM Router uses heartbeats to monitor the status of its duplex pair. If one side does not receive a heartbeat from the other side within a specified time interval, it assumes that the other side has failed and initiates a failover process3.

Option C is incorrect because if one side of the ICM Logger fails, the impact of call processing is not limited to the corresponding side of the ICM Router. The ICM Router can still process calls using the data from the surviving ICM Logger side1.

Option E is incorrect because there is some impact on call processing during an ICM Logger failure. For example, some historical reports may not be available, some configuration changes may not be replicated, and some call data may be lost4.

Option F is incorrect because during an ICM Router failover, calls in progress in Cisco Unified Customer Voice Portal (CVP) are not disconnected. The CVP uses the Survivable Remote Site Telephony (SRST) feature to maintain the calls until the failover is completed5.

References:

1: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-4

2: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-6

3: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-8

4: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-10

5: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-12

To build VXML applications, you need to use the Call Studio development platform. Call Studio is an Eclipse-based graphical tool that allows you to create, edit, debug, and test voice applications that run on the VXML Server. Call Studio provides a drag-and-drop interface to design the call flow logic, define the prompts and grammars, and configure the application settings. Call Studio also supports custom elements, Java code, and web services integration to extend the functionality of the voice applications12. References: Cisco Unified Customer Voice Portal Getting Started Guide, Release 12.5(1)1, Cisco Unified Customer Voice Portal Developer Guide, Release 12.5(1)2.

Cisco VOS is a Linux-based operating system that runs on Cisco Unified Communications servers. It provides a common platform for various Cisco applications, such as Finesse, CUIC, CVP, and ECE. Finesse is a web-based agent and supervisor desktop solution that integrates with Cisco Unified Contact Center Enterprise (CCE) and Customer Voice Portal (CVP). CUIC is a web-based reporting and analytics solution that provides real-time and historical data for Cisco Unified CCE and CVP. CVP is a software-based solution that provides call control, voice self-service, and outbound dialing capabilities. ECE is an email and chat solution that integrates with Cisco Unified CCE and Finesse.

References:

Cisco VOS System Administration - Certificate Management1

Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.6 (2) - Prepare Customer Site Servers2

Troubleshooting Cisco Contact Center Enterprise (CCET) Course Outline