Pass the Cisco CCECE 500-445 Questions and answers with CertsForce

Departments can be configured in two ways: they can be created in the ECE console if integrated with PCCE and imported from SPOG, or they can be created in the ECE console if integrated with PCCE and imported from ECE Gadget. The other options are not two ways in which departments are configured.

References: [1] https://docs.oracle.com/en/cloud/paas/enterprise-chatbot/eceug/create-departments.html  [2] https://docs.oracle.com/en/cloud/paas/enterprise-chatbot/eceug/import-departments.html

Unified CCE is a component of Cisco Unified Contact Center Enterprise (UCCE) and cannot be deleted or made inactive. Unified CCE is responsible for handling customer requests, routing calls, and providing customer service. It is an essential part of UCCE and must be installed and available before Enterprise Chat and Email can be used.

References: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/uccx_b_user-guide-cisco-unified-contact-center-express-106/uccx_b_user-guide-cisco-unified-contact-center-express-106_chapter_01110.html  [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/installation/guide/uccx_b_installation-

Unified CCE (Unified Contact Center Enterprise) is a Cisco product that provides a comprehensive, multichannel customer contact solution. It includes a set of software and hardware components that work together to provide advanced call routing, contact management, and reporting capabilities.

Unified CCE is the core platform on which other Cisco products like Enterprise Chat and Email, Exception Queue and Supervisory Queues are built upon. It is the foundation of the contact center infrastructure and it's unable to be deleted or made inactive as it provides the foundation for other Cisco products.

It's important to note that the specific requirements for the contact center infrastructure may vary depending on the version of CCE and the specific requirements of the organization. It's recommended to consult the Cisco documentation and your Cisco support team for further assistance.

References:

Cisco: Cisco Unified Contact Center Enterprise

Cisco: Cisco Unified Contact Center Enterprise Architecture

Cisco: Cisco Unified Contact Center Enterprise Product Overview

The default frequency value of the Enterprise Chat and Email (ECE) Monitors notification is 60 seconds. This notification is used to notify the user of any changes in the status of their chat sessions, such as when a customer starts a chat, or when a customer ends a chat session.

References: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide-cec_chapter_01.html  [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide.html

Default SMTP server settings, Alarm service delay, and Auto response number. The Default SMTP server settings are used to configure the server that will be used to send and receive emails. The Alarm service delay controls the amount of time before an alert is triggered when a customer does not respond to a ticket. The Auto response number is used to set the maximum number of times an auto-response will be sent for each ticket.

References: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide-cec_chapter_03.html  [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/

Cisco Email and Chat Analyzer, Service Process Monitor, Service Instance Monitor, and Service Activity Monitor. The Cisco Email and Chat Analyzer is a tool used to monitor and analyze email and chat traffic. The Service Process Monitor is used to track various service processes and view the logs associated with them. The Service Instance Monitor is used to view the details for each service instance, such as the status, activity, and response time. The Service Activity Monitor is used to track the activity of the services, such as the number of inbound and outbound requests.

References: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide-cec_chapter_

Data masking is the process of replacing sensitive data with realistic but not real data to protect it from unauthorized access or exposure. It is typically used to protect sensitive data such as personal identification numbers, credit card numbers, and other confidential information.

The process scans content and applies regular expressions to mask the sensitive information by replacing the sensitive data with a set of predetermined characters or values, such as asterisks or random characters. This makes it difficult for unauthorized users to access the sensitive data, while still allowing the data to be used for testing, development, and other purposes.

An MRD (multi-resource device) is a collection of skills, services, and route points that is associated with a common communication medium. Skill groups are used to define the skills and services that the agent needs to handle incoming calls, while route points are used to route calls to the agents.

The default value for the email media class set by the installer is Emailmediaclass. This media class is used to route emails to the correct agent, queue, and database. The media class is configured in the UCCE or EECE environment, and it can be changed by an administrator if needed.

References: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide-cec_chapter_01.html  [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility_matrix/ececompatmatrx.html

The sequence that should be followed while starting ECE is Services server > Message server > Database server > File server > Application server. The other options are not correct sequences.

References: [1] https://docs.oracle.com/en/cloud/paas/enterprise-chatbot/eceug/start-ece.html  [2] https://docs.oracle.com/en/cloud/paas/enterprise-chatbot/eceug/stop-ece.html

When starting Cisco Enterprise Chat and Email (ECE), the recommended sequence is:

Start the Services server

Start the Message server

Start the Database server

Start the File server

Start the Application server

This sequence ensures that all the necessary services are running and properly configured before starting the Application server.