Cisco 500-445 Certification All-in-One Exam Guide May-2023
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Cisco 500-445 Exam Syllabus Topics:
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NEW QUESTION # 28
In which two ways are chats transferred? (Choose two.)
- A. Agents can transfer the chat activities based on the Maximum Task limit setting.
- B. Only open chat activities in which the customer has not left the chat session can be transferred.
- C. Agents have unlimited transfers of chat activity.
- D. Only one chat activity can be transferred at a time.
- E. Chats can be transferred to departments directly.
Answer: B,E
Explanation:
In Cisco's Unified Contact Center Enterprise (UCCE), chat activities can be transferred in two ways: A. Only open chat activities in which the customer has not left the chat session can be transferred: If the customer has left the chat session before the transfer, it cannot be transferred.
1. Chats can be transferred to departments directly: Chat activities can be transferred to different departments based on the customer's needs or the agent's ability to handle the inquiry.
It's also important to note that the ability to transfer chats and the number of transfers that can be made may be limited by the specific configuration of the UCCE system.
NEW QUESTION # 29
What are two required configurations when setting up user accounts and permissions? (Choose two.)
- A. Domain account is not mandatory to install the software. The local account with administrator privilege can be used.
- B. The ECE web server can be installed in DMZ and can have a different domain account.
- C. All the servers except the ECE web server must use the domain account to install the software.
- D. The ECE web server can be installed in DMZ and must use the same domain account.
- E. All the servers must use the same domain account to install the software.
Answer: A,C
NEW QUESTION # 30
What are two specifications for reporting templates? (Choose two.)
- A. Templates can be deleted.
- B. Any number of reports can be created from a template.
- C. The availability of templates is controlled by licenses.
- D. A user can only create ten reports per template.
- E. Only one report can be created per template.
Answer: A,B
Explanation:
A reporting template can be used to create multiple reports with the same configurations, thus allowing users to create multiple reports with the same configurations. Additionally, templates can be deleted as per the requirement, if it is not needed anymore. But it's important to note that once a template is deleted, all reports created from that template will be deleted as well.
NEW QUESTION # 31
How is the ECC variable created for chat, inbound and outbound email activities?
- A. User.ece. .customer.name
- B. User.ece task id
- C. User.ece.email id
- D. User.ece.activity.id
Answer: D
NEW QUESTION # 32
What are three steps in an email process flow? (Choose three.)
- A. Email is pulled in by retriever instance and written to the database.
- B. EAAS Instances sends NEW_TASK message to MR PIM.
- C. MR PIM returns DO_THIS_WITH_TASK to EAAS with AgentID.
- D. EAAS notifies EAMS of DO_THIS_WITH_TASK.
- E. Email is pulled in by listener instance and written to the database.
- F. Rules Process executes the start and scheduled workflows.
Answer: A,D,E
NEW QUESTION # 33
What are two ways the agent SSO functions in the ECE/CCE environment? (Choose two.)
- A. Unified CCE agents who are not configured for SSO in Unified CCE are not allowed to access the ECE gadget within Cisco Finesse.
- B. Unified CCE agents configured for SSO in Unified CCE can now access the ECE gadget in Cisco Finesse, but they have to input their credentials.
- C. SS0 is not enabled by default; configuration is necessary.
- D. SS0 allows agents, supervisors, and administrators to provide CCE credentials once and be authenticated across multiple disparate applications.
- E. SS0 allows administrators to check the status of agent and supervisor performance.
Answer: B,D
NEW QUESTION # 34
Which two changes should be made in the calendar when changes in daylight savings occur? (Choose two.)
- A. Change the timezone at the department level.
- B. Adjust the start time and end time for all shifts.
- C. Change the timezone at the user group level.
- D. Change the timezone at the system partition level.
- E. Delete the existing shift label before creating a new one for daylight saving time.
Answer: B,E
NEW QUESTION # 35
What connects to the Media routing peripheral gateway of ICM to the ECE server?
- A. application server
- B. web server
- C. message server
- D. services server
Answer: A
Explanation:
In Cisco Enterprise Chat and Email (ECE) architecture, the media routing peripheral gateway (MRPG) of the Integrated Contact Manager (ICM) communicates with the ECE application server to route chat and email interactions to the appropriate agent. The MRPG acts as an intermediary between the ICM and the ECE server, directing interactions to the correct agent based on the configured routing rules.
NEW QUESTION # 36
Which two ways are departments configured? (Choose two.)
- A. Each department has 14 types of resources available for use.
- B. Departments, once created, cannot be deleted from ECE.
- C. Departments cannot be created in the ECE console if integrated with PCCE, and they can only be created in PCCE.
- D. Departments can be created in the ECE console if integrated with PCCE, and they can be imported from SPOG.
- E. Departments can be created in the ECE console if integrated with PCCE, and they can be imported from ECE Gadget.
Answer: D,E
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 # 37
Which items must be configured before agents can reply to emails from customers?
- A. Inbound workflows, Outbound workflows, Email aliases, Users, Queues
- B. Email aliases, Inbound workflows, Users, Queues
- C. Inbound workflows, Outbound workflows, Users, Email aliases
- D. Inbound workflows, Outbound workflows, Queues, DN
Answer: A
NEW QUESTION # 38
Which information in ECE allows administrators to set up working and non-working hours and days for employees in their department?
- A. Business calendars
- B. Business hours
- C. Time of day
- D. Administrative script
Answer: A
NEW QUESTION # 39
Which two media classes require configuration to be used in Enterprise Chat and Email? (Choose two.)
- A. ECE_Default_Queue
- B. ECE_Email
- C. ECE_Inbound
- D. ECE_activity
- E. ECE_Chat
Answer: B,E
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 # 40
What are three reasons aliases cannot be deleted? (Choose three.)
- A. it is associated with the mail server.
- B. lt is associated with the users.
- C. It ts used in an inbound workflow.
- D. It is associated with a retriever instance.
- E. it is associated with a queue.
- F. It is configured as the default alias.
Answer: A,B,C
NEW QUESTION # 41
Which User objects in Enterprise Chat and Email are mapped in UCCE?
- A. Agent, Supervisor, Administrator
- B. Supervisor, Administrator
- C. Agent, Supervisor
- D. Agent
Answer: A
Explanation:
In Enterprise Chat and Email (ECE), the Agent, Supervisor, and Administrator user objects are mapped in Cisco Unified Contact Center Enterprise (UCCE). This allows UCCE to access the data and information associated with ECE users and use it for reporting and analytics.
NEW QUESTION # 42
What are three steps in a chat process flow? (Choose three.)
- A. EAAS Instances sends NEW_TASK message to MR PIM.
- B. EAAS notifies EAMS of DO_THIS_WITH_TASK.
- C. The customer initiates a chat and hits Chat Entry Point (EP).
- D. The agent selects chat in the gadget.
- E. The application server checks Chat EP configuration.
- F. The application server displays the chat to the agent with a notification.
Answer: C,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 # 43
Which two requirements need to be removed from the domain account properties used for the MSSQL service on the database servers? (Choose two.)
- A. The account is sensitive and cannot be delegated.
- B. Password is not expired.
- C. A smart card is required for interactive logon.
- D. Use DES encryption types for this account.
- E. Do not require Kerberos pre-authentication.
Answer: B,C
NEW QUESTION # 44
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To prepare for the Cisco 500-445 exam, candidates can take advantage of a range of resources, including online training courses, study guides, and practice exams. It is recommended that candidates have a solid understanding of contact center technology and experience working with Cisco contact center solutions before attempting the exam.
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