2024 New Training Course 500-443 Tutorial Preparation Guide [Q13-Q30]

500-443 Cisco

admin • March 24, 2024

2024 New Training Course 500-443 Tutorial Preparation Guide [Q13-Q30]

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2024 New Training Course 500-443 Tutorial Preparation Guide

Dumps of 500-443 Cover all the requirements of the Real Exam

Q13. Which option best describes the issue with a call failing in Cisco Unified ICM at the Send to VRU node in a comprehensive Cisco Unified Customer Voice Portal deployment?

The VXML application is not deployed to the CVP servers.

The VRU label in the Cisco Unified CVP dial plan does not match the dial peer on the VXML gateway.

The call type is not mapped to the Cisco Unified ICM script.

The Cisco Unified CVP server is running on temporary licenses.

Q14. What are two conditions in which PCS legs get invoked? (Choose two.)

If Router Re-query is misconfigured and the Ring-No-Answer timeout expires, the caller is still transferred to the Post Call Survey DN. This can occur if a Queue node is used and Enable target re-query is checked.

The Post Call Survey DN is called if the Unified CVP has received at least one CONNECT message from CCE (either from the VRU leg or the Agent’s leg). Use the END node in the CCE routing script if the Post Call Survey is not required for the calls disconnected from the IVR.

The Post Call Survey DN is called if the Unified CVP has received at least one CONNECT message from CCE (either from the VRU leg or the Agent’s leg). Use the Release node in the CCE routing script if the Post Call Survey is not required for the calls disconnected from the IVR.

The correct call route is configured through the Call Manager server.

A One of the conditions in which PCS legs get invoked is if Router Re-query is misconfigured and the Ring-No-Answer timeout expires, the caller is still transferred to the Post Call Survey DN. This can occur if a Queue node is used and Enable target re-query is checked, as this causes CVP to send a new routing request to CCE when no agent answers the call. B Another condition in which PCS legs get invoked is if The Post Call Survey DN is called if the Unified CVP has received at least one CONNECT message from CCE (either from the VRU leg or the Agent’s leg). Use the END node in the CCE routing script if the Post Call Survey is not required for the calls disconnected from the IVR, as this prevents CVP from transferring the call to the Post Call Survey DN when the call is terminated by the caller or the IVR. Reference = [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 25

Q15. What is the maximum number of agents that can be configured within Cisco Packaged Contact Center Enterprise up to release 10.5?

500

1000

2000

6000

76,000

Q16. Refer to the exhibit.

The Cisco Unified Customer Voice Portal post call survey is enabled on OAMP. Which option describes what the survey dialed number pattern represents?

dial peer configured for survey DN

dialed number configured for UCCE scripts

route pattern configured for survey DN

dial peer configured for survey DN and dialed number configured for Cisco Unified Contact Center Enterprise scripts

dial peer and route pattern configured for survey DN and dialed number configured for Cisco Unified Contact Center Enterprise scripts

Q17. Which of the following tools can be used to troubleshoot common UCCE issues related to call routing?
(Select all that apply)

Cisco Unified Contact Center Enterprise Administration (CUCEA)

Cisco Unified Customer Voice Portal (CVP) Reporting Server

Cisco RTMT (Real-Time Monitoring Tool)

Cisco Finesse desktop

Q18. Which two Cisco Unified ICM scripting nodes support dynamic setting? (Choose two.)

Call Type

Precision Queue

Skill Group

Percent Allocation

Q19. Which of the following is a reporting tool available in the Cisco Finesse Desktop?

Cisco Unified Communications Manager (CUCM)

Cisco Unified Contact Center Enterprise Administration (CUCEA)

Cisco Unified Intelligence Center (CUIC)

Cisco RTMT (Real-Time Monitoring Tool)

Cisco Unified Intelligence Center (CUIC). Cisco Unified Intelligence Center (CUIC. is a reporting tool available in the Cisco Finesse Desktop. It allows agents to monitor their own performance and identify areas for improvement.

Q20. What is the semantic meaning of the RouterCallKeyDay variable?

It represents a number that corresponds to the day that the call was taken. For example: at midnight it could increment from 151191 to 151192.

It represents a string that corresponds to the day that the call was taken. For example: at midnightit could advance from “Monday” to “Tuesday”.

It represents a number that uniquely identifies the call during the day it was taken. For example: at midnight it would reset to zero.

It represents a sequence number used for ordering rows for the same call.

It represents a string that corresponds to a Globally Unique Call Identifier.

Q21. Which of the following are examples of UCCE historical reports? (Select all that apply)

Agent State Summary

Call Type Summary

Real-Time Queue Statistics

Service Level Agreement (SLA. Reports

Q22. Which of the following are common UCCE issues related to call quality? (Select all that apply)

Agent configuration issues

Call routing failures

Database connectivity issues

Poor voice quality

Q23. Which protocol is used by UCCE/PCCE to communicate with CUCM?

IH323

TAP1

JTAPI

SIP

The protocol used by UCCE/PCCE to communicate with CUCM is JTAPI, which stands for Java Telephony Application Programming Interface. JTAPI allows UCCE/PCCE to monitor and control agent phones and CTI ports on CUCM. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 10

Q24. While a voice gateway accesses webservices elements, it times out and throws an error.badfetch event. Which two options are common ways to reduce such errors? (Choose two.)

Set FetchAudioDelay timeout.

Set FetchAudioMinimum timeout.

Set mediafetchDelay timeout.

Set mediafetchDelay.

Q25. Which three rules apply when configuring agent teams? (Choose three.)

An agent can be a member of only one agent team.

An agent can be a member of multiple agent teams.

An agent team can have only one primary supervisor.

An agent team can have multiple primary supervisors.

All agents that belong to an agent team and all supervisors for that agent team must be on the same peripheral.

All agents that belong to an agent team and all supervisors for that agent team can be on multiple peripherals.

An agent team can have only one primary supervisor but can be a member of multiple teams.

An agent team can have multiple primary supervisors but can only be a member of one teams.

Q26. Which protocol is used by CVP to communicate to VRU PG?

GED-125

GED-155

GED-12.5

GED-256

The protocol used by CVP to communicate to VRU PG is GED-155, which stands for Generic External Device Protocol version 155. GED-155 allows CVP to send and receive messages from VRU PG for call control and data exchange. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11

Q27. Refer to the exhibit.

In Cisco Finesse 10.0(x), a workflow is created for an Outbound Option call. Which condition must be added to ensure that the workflow can distinguish between the Outbound Option call and an agent-initiated outbound call?

callVariable1 is not equal to 1.

BAStatus is not empty.

BAAccountNumber is not empty.

BAStatus is not equal to 1.

BACampaign is not empty.

Q28. What are two default roles assigned to a supervisor imported from CCE DB? (Choose two.)

Value List Collection Designer

Agent Supervisor

Report Designer

Report Definition Designer

Dashboard Designer

B Agent Supervisor is one of the default roles assigned to a supervisor imported from CCE DB, as it allows the supervisor to view and manage agents and teams in Finesse. E Dashboard Designer is another default role assigned to a supervisor imported from CCE DB, as it allows the supervisor to create and edit dashboards in CUIC. Reference = [Cisco Finesse Administration Guide Release 12.5(1)], page 13; [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 9 According to the Cisco Unified Intelligence Center User Guide, Release 12.6 (1), a supervisor imported from CCE DB is assigned two default roles: Agent Supervisor and Dashboard Designer1. The Agent Supervisor role allows the user to view reports related to agents, teams, and skill groups1. The Dashboard Designer role allows the user to create and edit dashboards that display reports in a graphical format1. The other options are not correct, because they are not default roles assigned to a supervisor imported from CCE DB. The Value List Collection Designer role allows the user to create and edit value list collections that define the values for report filters2. The Report Designer role allows the user to create and edit custom reports using the Report Definition Editor3. The Report Definition Designer role allows the user to create and edit report definitions that specify the data sources, fields, filters, and layouts for reports4.
Reference:
1: Cisco Unified Intelligence Center User Guide, Release 12.6 (1) – User Roles
2: Cisco Unified Intelligence Center User Guide, Release 12.6 (1) – Value List Collections
3: Cisco Unified Intelligence Center User Guide, Release 12.6 (1) – Report Designer
4: Cisco Unified Intelligence Center User Guide, Release 12.6 (1) – Report Definition Designer

Q29. What are the different types of reports available in UCCE?

Historical, scheduled, and real-time reports

Financial, sales, and marketing reports

Technical, operational, and administrative reports

Agent, supervisor, and administrator reports

Q30. Which of the following tools can be used to troubleshoot common UCCE issues related to web-based applications? (Select all that apply)

Cisco Finesse Desktop

Cisco Unified Contact Center Enterprise Administration (CUCEA)

Cisco Unified Intelligence Center (CUIC)

Web browser developer tools

Web browser developer tools. Web-based applications used in UCCE, such as the Cisco Finesse Desktop, can be troubleshooted using web browser developer tools. These tools provide tools for analyzing web application activity, debugging issues, and optimizing performance.

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