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NEW QUESTION # 15
What is the limit of concurrent agents per application server?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
Explanation:
The limit of concurrent agents per application server is 600 the limit of concurrent agents per application server according to Cisco Unified Contact Center Enterprise (UCCE) version 11.5 and for the hardware specification that meet the requirement. This recommended limit is based on the assumption that all agents are using IP phones or soft clients and that the agents are using average resources. However, It's important to keep in mind that this is just a recommended limit and it may vary depending on the specific version of UCCE and the hardware specifications of the application server.
NEW QUESTION # 16
What are two considerations when installing Web Servers? (Choose two.)
- A. The web server can be installed outside the firewall.
- B. Web server is not mandatory and is optional.
- C. The web server cannot be separated from its corresponding application servers across a firewall.
- D. Web server components should be installed on a separate VM.
- E. Web server components should always be installed along with the application server.
Answer: A,D
Explanation:
1. The web server can be installed outside the firewall, as long as it has access to the necessary ports to communicate with the application server and other components of the system. B. Installing web server components on a separate VM can help to improve security and performance by isolating the web server from the rest of the system.
You can refer to the following URLs for more details: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise-chat-and-email/11_5_1/installation/guide/Cisco_Enterprise_Chat_and_Email_Installation_Guide_11_5_1/Cisco_Enterprise_Chat_and_Email_Installation_Guide_11_5_1_chapter_01.html
NEW QUESTION # 17
Which two media classes require configuration to be used in Enterprise Chat and Email? (Choose two.)
- A. ECE_Default_Queue
- B. ECE_activity
- C. ECE_Email
- D. ECE_Chat
- E. ECE_Inbound
Answer: C,D
Explanation:
Reference:
Enterprise Chat and Email (ECE) is a Cisco product that allows customers to communicate with a business through various channels such as chat, email, social media, and other digital channels.
To use the ECE_Email and ECE_Chat media classes, configuration is required.
1. ECE_Email: ECE_Email media class is used to configure the email channel, this includes settings such as email address, email server, and other email-related configurations. This media class is used to route incoming email to the appropriate agent or department.
2. ECE_Chat: ECE_Chat media class is used to configure the chat channel, this includes settings such as chat server, chat client, and other chat-related configurations. This media class is used to route incoming chats to the appropriate agent or department.
Cisco: Cisco Enterprise Chat and Email
Cisco: Cisco Enterprise Chat and Email Media Class Configuration
Cisco: Cisco Enterprise Chat and Email Media Class Configuration Guide
NEW QUESTION # 18
Which sequence should be followed while starting ECE?
- A. No mandatory sequence is needed
- B. Services server, Message server, File server, Database server, Application server
- C. Services server, Message server, Database server, File server, Application server
- D. Services server, File server, Database server, Message server, Application server
Answer: C
Explanation:
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.
Reference:
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.
NEW QUESTION # 19
Which process scans content and applies regular expressions to mask the sensitive information?
- A. Data filtering
- B. Data masking
- C. Data leak prevention
- D. Data scanning
Answer: B
NEW QUESTION # 20
Which two items in UCCE need to be installed and available for use before installing Enterprise Chat and Email? (Choose two.)
- A. customer voice portal
- B. social miner
- C. CTI server
- D. ICM router, logger, admin workstation
- E. call manager
Answer: C,D
NEW QUESTION # 21
What is the default frequency value of ECE Monitors notification?
- A. 60 seconds
- B. 60 minutes
- C. 120 seconds
- D. 30 minutes
- E. 30 seconds
- F. 90 minutes
Answer: E
NEW QUESTION # 22
What is the character limit for passwords when installing Enterprise Chat and Email applications?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
Explanation:
The character limit for passwords when installing Enterprise Chat and Email applications is 29 characters. Passwords must be at least 8 characters in length, and can be up to 29 characters in length. It is recommended to use a combination of upper and lower case letters, numbers, and symbols for increased security.
NEW QUESTION # 23
What is the formula for a standardized agent count for email?
- A. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 4
- B. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 10
- C. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 20
- D. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 6
Answer: B
NEW QUESTION # 24
Which mode must be used for Always On Availability Group clustering?
- A. Windows Authentication
- B. Directory Connection
- C. SQL Authentication
- D. Mixed mode
Answer: A
Explanation:
Windows Authentication allows users to connect to SQL Server using their Windows credentials. It uses Kerberos security protocol for authentication and it's considered more secure than SQL Server Authentication.
Always On Availability Groups (AGs) is a feature of Microsoft SQL Server that provides high availability and disaster recovery for a group of user databases. Windows Authentication is required for all the SQL Server instances that participate in an availability group.
It's important to note that, the specific configuration options and settings may vary depending on the version of SQL Server and the specific requirements of the organization. It's recommended to consult the Microsoft documentation and your SQL Server support team for further assistance.
Reference:
Microsoft: Always On Availability Groups (SQL Server)
Microsoft: Configure the Server Authentication Mode
Microsoft: Connect to the Primary Replica of an Always On Availability Group (SQL Server)
NEW QUESTION # 25
What are three report categories and templates included for ECE reporting? (Choose three.)
- A. Service Level Performance
- B. Contact Center CCAI
- C. Agent performance
- D. Service Level Agreement
- E. Email Survey
- F. Supervisor Status
- G. Contact Center Trend
Answer: B,E,F
NEW QUESTION # 26
Which three configuration requirements are necessary to implement Agent Single Sign-on in the ECE/CCE environment? (Choose three.)
- A. The SSL certificate must be imported to ECE application servers for Unified CCE installations or the ECE server for Packaged CCE installations.
- B. ECE should be integrated with PCCE and the SPOG.
- C. CCE scripting for chat and email needs to be configured before configuring ECE SSO.
- D. SS0 is enabled by default; no configuration is necessary.
- E. SS0 for CCE is enabled by default, so no configuration is needed in CCE before agent SSO for ECE works.
- F. $S0 for CCE needs to be configured before agent SSO for ECE will work.
Answer: A,B,F
Explanation:
In order to implement Agent Single Sign-on in the ECE/CCE environment, the SSL certificate must be imported to ECE application servers for Unified CCE installations or the ECE server for Packaged CCE installations. Additionally, ECE should be integrated with PCCE and the SPOG, and SS0 for CCE needs to be configured before agent SSO for ECE will work.
NEW QUESTION # 27
Which two ways are departments configured? (Choose two.)
- A. Departments can be created in the ECE console if integrated with PCCE, and they can be imported from ECE Gadget.
- B. Each department has 14 types of resources available for use.
- C. Departments can be created in the ECE console if integrated with PCCE, and they can be imported from SPOG.
- D. Departments, once created, cannot be deleted from ECE.
- E. Departments cannot be created in the ECE console if integrated with PCCE, and they can only be created in PCCE.
Answer: A,C
Explanation:
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.
NEW QUESTION # 28
Which TCP ports need to be opened in the firewall between the Web Server and Application server?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
NEW QUESTION # 29
Which feature is unable to be deleted or made inactive?
- A. Enterprise Chat and Email
- B. Supervisory Queues
- C. Exception Queue
- D. Unified CCE
Answer: D
Explanation:
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.
Reference:
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.
Cisco: Cisco Unified Contact Center Enterprise
Cisco: Cisco Unified Contact Center Enterprise Architecture
Cisco: Cisco Unified Contact Center Enterprise Product Overview
NEW QUESTION # 30
Which product allows wait messages to be displayed with dynamic text to customers while chat and call requests are processed?
- A. Dynamic Expected Wait Time Variable
- B. Dynamic Run Application Script Request
- C. Dynamic Expanded Call Context Variable
- D. Call variable on email/chat gadget
Answer: A
Explanation:
Dynamic Expected Wait Time Variable is a product that allows wait messages to be displayed with dynamic text to customers while chat and call requests are processed. It allows for the display of expected wait times, wait position, and wait time updates based on the current call volume. This helps to provide customers with a better experience by keeping them informed of their wait times and wait position.
NEW QUESTION # 31
What are three steps in a chat process flow? (Choose three.)
- A. EAAS notifies EAMS of DO_THIS_WITH_TASK.
- B. The customer initiates a chat and hits Chat Entry Point (EP).
- C. The application server checks Chat EP configuration.
- D. The application server displays the chat to the agent with a notification.
- E. EAAS Instances sends NEW_TASK message to MR PIM.
- F. The agent selects chat in the gadget.
Answer: B,D,F
Explanation:
These are three steps in a chat process flow. A: The agent selects chat in the gadget to initiate a chat session. C: Once the chat session is established, the application server will display the chat to the agent and send a notification to the agent that a new chat has arrived. D: The customer initiates the chat by clicking on the chat button or link and hitting the Chat Entry Point (EP) on the website.
NEW QUESTION # 32
How is the ECC variable created for chat, inbound and outbound email activities?
- A. User.ece.email id
- B. User.ece task id
- C. User.ece.activity.id
- D. User.ece. .customer.name
Answer: C
NEW QUESTION # 33
How do chat entry points behave?
- A. Each help link on a website can point to multiple entry points.
- B. Each help link on a website must point to a separate entry point.
- C. Multiple help links on a website can point to the same entry point.
- D. Each help link on a website can point to the same entry point.
Answer: D
Explanation:
A chat entry point is a page or link that customers can use to access the chat service. Help links on websites can be configured to point to the same entry point, so customers will see the same interface regardless of which link they use to access the service. This makes it easier for customers to find the help they need, as all the help links will point them to the same entry point.
NEW QUESTION # 34
What is the limit of concurrent agents per application server?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
NEW QUESTION # 35
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