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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. Which statement describes the PSTN media and signaling requirements for calls arriving at Webex Contact Center?

A) SIP Early Media is fully supported by Webex Contact Center.
B) Opus codec is natively supported by Webex Contact Center without transcoding.
C) The only supported codecs are G.711uLaw and G.711aLaw.
D) DTMF signaling can use out of band.

2. A customer using Webex Contact Center wants to transition from traditional agent-based routing to a skill-based routing model that uses skill criteria assigned to the queue functionality to enhance efficiency and customer satisfaction. Which two essential configuration actions must the administrator complete to successfully take this transition? (Choose two.)

A) Assign skill profile directly to agents.
B) Associate skill criteria to the queues.
C) Assign skill criteria to the agent teams that are grouped into call distribution groups.
D) Associate agents directly with the queue.
E) Assign call distribution groups to queues.

3. Drag and Drop Question
An engineer is designing a Cisco Webex Contact Center call queue. Drag and drop the configuration actions from the left that are needed to meet the call queue requirements to the right. Not all options are used.

4. Customer XYZ has deployed Bring your own PSTN option to route calls to his Webex Contact Center environment. Callers calling in are reporting getting a reorder tone followed by a call drop.
Which action helps to identify the cause of the issue?

A) Review the Webex Contact Center Queues configuration.
B) Verify that the Webex Contact Center channels are associated.
C) Check the SIP trunk status on the customer's Session Border Controller.
D) Review the Webex Contact Center Analyzer that checks the call logs.

5. An administrator configured a Webex bot for internal users to report IT issues via the Webex App.
Incoming messages are sent to a webhook endpoint managed by Webex Connect, with conversation logic in a single flow. The administrator notices that each time a user sends a message, the flow in Webex Connect starts from the beginning, rather than continuing the conversation from where it left off. Which action must the administrator take in the Webex Connect flow to prevent the conversation from restarting with each message?

A) Set up a Receive node that uses a custom event that matches the user email.
B) Configure multiple webhooks, each triggering a different part of the flow based on the user's message content.
C) Set up a Receive node that uses a custom event that matches the Webex bot email.
D) Use a Call Flow node to split the flow into multiple smaller flows and call them as needed for each message.

Solutions: