500-445 Online Practice Questions and Answers

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. ICM router, logger, admin workstation

D. call manager

E. CTI server

How is Chat Watchdog Interval used?

A. to control the time interval after which a chat activity is tagged as abandoned if an agent could not accept it

B. to control the time interval after which a chat activity is tagged as abandoned if it could not get any response from UCCE

C. to control the time interval after which a chat activity is tagged as abandoned if it could not be routed to UCCE

D. to control the time interval after which a chat activity is tagged as abandoned if it could not be assigned to an agent

How do chat entry points behave?

A. Multiple help links on a website can point to the same entry point.

B. Each help link on a website can point to the same entry point.

C. Each help link on a website must point to a separate entry point.

D. Each help link on a website can point to multiple entry points.

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_Inbound

D. ECE_Email

E. ECE_Chat

What are three report categories and templates included for ECE reporting? (Choose three.)

A. Supervisor Status

B. Contact Center Trend

C. Email Survey

D. Service Level Agreement

E. Service Level Performance

F. Contact Center CCA

G. Agent performance

Where is the Script selector in CCE mapped in ECE?

A. Queue

B. Dialed Number

C. Workflow

D. Call Type

Which sequence should be followed while starting ECE?

A. Services server, Message server, File server, Database server, Application server

B. No mandatory sequence is needed

C. Services server, Message server, Database server, File server, Application server

D. Services server, File server, Database server, Message server, Application server

What are two ways the agent SSO functions in the ECE/CCE environment? (Choose two.)

A. 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.

B. SSO allows administrators to check the status of agent and supervisor performance.

C. SSO is not enabled by default; configuration is necessary.

D. SSO allows agents, supervisors, and administrators to provide CCE credentials once and be authenticated across multiple disparate applications.

E. Unified CCE agents who are not configured for SSO in Unified CCE are not allowed to access the ECE gadget within Cisco Finesse.

What are the workflow types in ECE?

A. Alarm, Inbound, Exception, Default

B. Inbound, Outbound, Alarm

C. Default, Inbound, Outbound

D. Alarm, Outbound, Inbound, Exception

Which two integration tasks are needed to get CUIC to communicate with ECE? (Choose two.)

A. Create a SQL User with db_datareader rights to the eGReportsDB on the ECE Reporting server.

B. Single-mode authentication must be enabled on the ECE Reporting server.

C. Create a SQL User with db_user rights to the eGsideDB on the ECE Reporting server.

D. Mixed mode authentication must be enabled on the ECE Reporting server.

E. Create a SQL User with db_user rights to the eGReportsDB on the ECE Reporting server.

F. Mixed mode authentication must be enabled on the CUIC publisher.