500-052 Exam Dumps - Deploying Cisco Unified Contact Center Express

The Database subsystem enables the Unified CCX applications to obtain information from data sources, which are databases configured to communicate with the Unified CCX system. You can connect the Unified CCX system with enterprise databases such as Microsoft SQL Server, Sybase, Oracle, or IBM DB2. The Database subsystem is available if your system has a license installed for either the Unified IP IVR or Unified CCX Premium product packages. If you are not using Unified CCX applications that require access to databases, you do not need to provision the Database subsystem. References: Cisco Unified Contact Center Express Administration Guide, Release 11.5 (1) - Provision of Additional Subsystems

Cisco Unified CCX Premium is the product that the organization needs for the capability of collecting an account number from a customer via IVR prompting, and then using a keystroke macro to insert the account number into the agent’s CRM desktop application. Cisco Unified CCX Premium is the highest-level package of Cisco Unified CCX, which offers the most features and functions for customer contact interaction management. Cisco Unified CCX Premium supports advanced IVR capabilities, such as database integration, custom scripting, and HTTP-based data exchange, which enable the organization to collect and validate customer information from various sources. Cisco Unified CCX Premium also supports CTI integration, which allows the organization to use keystroke macros to automate the interaction between the agent desktop and the CRM desktop application. Keystroke macros can help the organization to improve agent productivity, customer satisfaction, and data accuracy, by reducing the need for manual data entry and lookup. Cisco Unified CCX Premium also supports outbound campaigns, email and chat interactions, quality management, and workforce management, which are not available in the lower-level packages of Cisco Unified CCX. Cisco Unified CCX Standard and Enhanced do not support the capability of using keystroke macros to insert the account number into the agent’s CRM desktop application, as they do not support CTI integration. Cisco Unified CCX Enterprise is not a valid product name, as Cisco Unified CCX is only available in Standard, Enhanced, and Premium packages. Cisco Unified IP IVR is not a product name, but a feature of Cisco Unified CCX, which provides basic IVR functionality, such as call routing, queuing, and self-service. References: Cisco Unified Contact Center Express 11.6 Data Sheet - Cisco1 Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Learning Tree2 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 2: Unified CCX Product Overview, Section 2.1: Unified CCX Product Packages, Page 1

Historical reports can be generated using the Historical Reporting Client (HRC) and the Cisco Unified Intelligence Center (CUIC). The HRC is a standalone application that allows supervisors and administrators to view and print reports on historical data from the Unified CCX server. The CUIC is a web-based reporting application that provides real-time and historical reports for Unified CCX. Both tools allow users to create, schedule, and export reports on various aspects of the Unified CCX system, such as agent performance, call statistics, and system health. References:

• Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2), Chapter: Historical Reports
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 3: Cisco Unified CCX Reporting, Lesson 1: Cisco Unified CCX Reporting Overview