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

The correct answer is C. Only agent phones that are used with the Cisco Finesse agent desktop must be associated to the RmCm application user account. The RmCm application user account is a special user account that is created by Cisco Unified Contact Center Express (UCCX) during the initial setup and is used to control and monitor the agent phones through the Computer Telephony Integration (CTI) interface. The RmCm application user account must have the Standard CTI Enabled and Standard CTI Allow Control of Phones supporting Connected Xfer and conf user roles, and must have the agent phones associated as controlled devices. This allows the UCCX to perform actions such as logging in and out agents, changing agent states, making and receiving calls, transferring and conferencing calls, and sending and receiving enterprise data1.

The other options are not correct because:

• A. All phones must be associated to the RmCm application user account. This is false because not all phones need to be controlled and monitored by UCCX. Only the phones that are used by the agents who log in to the Cisco Finesse agent desktop need to be associated to the RmCm application user account. Other phones, such as supervisor phones, IVR phones, or non-UCCX phones, do not need to be associated to the RmCm application user account2.
• B. None, because that user account is not used for phone association. This is false because the RmCm application user account is used for phone association. The RmCm applicationuser account is the user account that UCCX uses to communicate with the Cisco Unified Communications Manager (CUCM) and control the agent phones. Without phone association, the RmCm application user account cannot perform the CTI functions that are required for the UCCX features1.
• D. Only Cisco Finesse IPPA phones must be associated to the RmCm application user account. This is false because Cisco Finesse IPPA phones are not supported by UCCX. Cisco Finesse IPPA is a feature that allows agents to use the Cisco IP Phone Agent (IPPA) service to log in to the Cisco Finesse server and access the Cisco Finesse agent desktop features. However, this feature is only available for Cisco Unified Contact Center Enterprise (UCCE), not for UCCX. UCCX agents can only use the Cisco Finesse agent desktop web interface or the Cisco Agent Desktop (CAD) application to log in and access the UCCX features3.

References: 1: Cisco Unified Contact Center Express Administration Guide, Release 12.5(1) - Cisco Applications Configuration [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 3: Cisco Finesse Installation and Upgrade Guide, Release 12.5(1) - Cisco Finesse IPPA [Cisco Finesse] - Cisco

According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Cisco Unified CCX 8.0 can support a maximum of 400 agents when deployed with Cisco Unified Communications Manager. This is the highest capacity option for Cisco Unified CCX 8.0, which requires a dedicated server for the Cisco Unified CCX Engine and a dedicated server for the Cisco Unified CCX Database. The maximum number of agents depends on the hardware configuration, the deployment model, and the features enabled. For example, if Cisco Unified CCX is deployed in a high availability mode, the maximum number of agents is reduced to 300. If Cisco Unified CCX is deployed with Cisco Unified Presence, the maximum number of agents is reduced to 250. If Cisco Unified CCX is deployed with Cisco Unified Intelligence Center, the maximum number of agents is reduced to 150. The maximum number of agents also varies for different versions of Cisco Unified CCX. For example, Cisco Unified CCX 7.0 can support a maximum of 300 agents, while Cisco Unified CCX 9.0 can support a maximum of 500 agents. References: 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 151 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.1: Unified CCX Deployment Models, Page 252 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2: Unified CCX Capacity Planning, Page 293

The Cisco Unified Real-Time Monitoring Tool (RTMT) is a software application that allows you to monitor and troubleshoot Cisco Unified CCX system components in real-time. The RTMT enables you to do the following tasks:

• Plot and view performance data. You can use RTMT to collect and display performance counters that measure the current system status and performance. You can view the data in graphical or tabular format, and set thresholds and alerts for the counters12
• Download log files from Cisco Unified CCX nodes. You can use RTMT to collect and view the trace and log files that are generated by the Cisco Unified CCX components. You can also configure the trace and log settings, such as the file size and rollover conditions12
• Check the number of active calls in the Cisco Unified CCX system. You can use RTMT to monitor the current call statistics, such as the number of active calls, the number of queued calls, the number of handled calls, and the average talk time. You can also view the call distribution and the agent state summary12

The RTMT does not enable you to do the following tasks:

• Monitor the replication status of historical data store. The historical data store (HDS) is a database that stores the historical reports and statistics for Cisco Unified CCX. The replication status of the HDS can be monitored by using the Data Monitor tool in the Cisco Unified CCX Serviceability web interface3
• Monitor the Cisco Unified CCX CTI port status and take corrective action. The CTI ports are the logical connections that allow Cisco Unified CCX to communicate with the Cisco Unified Communications Manager (CUCM) and control the incoming and outgoing calls. The CTI port status can be monitored by using the Cisco Unified CCX Control Center tool in the Cisco Unified CCX Serviceability web interface4
• Monitor the WAN link status. The WAN link status is the network connectivity between the Cisco Unified CCX nodes and other network devices. The WAN link status can be monitored by using the Cisco Unified Serviceability web interface or the Cisco Unified OS Administration web interface5

References: 1: Cisco Unified Real-Time Monitoring Tool Administration Guide, Release 10.0(1) - Getting Started [Cisco Unified Communications Manager IM & Presence Service] - Cisco 1 2: Installing and Configuring the Real-Time Monitoring Tool (RTMT) - Cisco Support 2 3: Cisco Unified Contact Center Express Data Monitor Guide, Release 10.0(1) - Data Monitor Overview [Cisco Unified Contact Center Express] - Cisco 3 4: Cisco Unified Contact Center Express Serviceability Administration Guide, Release 10.0(1) - Cisco Unified CCX Control Center [Cisco Unified Contact Center Express] - Cisco 4 5: Cisco Unified Serviceability Administration Guide, Release 10.0(1) - Cisco Unified Serviceability Overview [Cisco Unified Communications Manager (CallManager)] - Cisco 5 : Cisco Unified Operating System Administration Guide for Cisco Unified Communications Manager, Release 10.0(1) - Network [Cisco Unified Communications Manager (CallManager)] - Cisco

The Cisco Unified Communications Sizing Tool is a web-based application that helps customers and partners accurately size Cisco Unified Communications hardware, software, and services. The tool can be used to size Cisco Unified CCX by selecting the product family, the deployment model, the reference design, the call volume, the agent count, the features, and the hardware specifications. The tool then generates a report that shows the recommended hardware configuration, the software licenses, the power consumption, the rack space, and the bill of materials for the Cisco Unified CCX solution1, 2 References: Solution Design Guide for Cisco Unified Contact Center Express, Release 11.5 (1), Cisco Sizing tools - Cisco Community

The three features that are included in Cisco Unified Contact Center Express Supervisor Desktop are graphical reports, dockable windows, and URL push to agents. The graphical reports feature allows supervisors to view real-time and historical reports on agent and team performance, such as service level, average handle time, and agent state. The dockable windows feature allows supervisors to customize their desktop layout by docking or undocking the gadgets, such as the team data, agent data, and chat gadgets. The URL push to agents feature allows supervisors to send a web page URL to one or more agents, which will automatically open in the agent’s browser. The other features listed are not included in the Cisco Unified Contact Center Express Supervisor Desktop. The access to chat logs feature is available in the Cisco Finesse Agent and Supervisor Desktop, which is a web-based alternative to the Cisco Unified Contact Center Express Supervisor Desktop. The send an email to an agent feature is not supported by any Cisco Unified Contact Center Express desktop application, but it can be achieved by using an external email client. The send a call in queue to a specific agent feature is not supported by any Cisco Unified Contact Center Express desktop application, but it can be achieved by using the Cisco Unified Intelligence Center to monitor the queue and the Cisco Finesse Desktop to transfer the call. References := Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 > Module 4: Implementing Cisco Unified Contact Center Express Agent Supervision > Lesson 1: Implementing Cisco Unified CCX Supervisor Desktop > Topic 1.1: Cisco Unified CCX Supervisor Desktop Overview1

A supervisor who does not have administrative privilege can perform the following Cisco Unified Contact Center Express Application Administration tasks:

• Remove a skill from a CSQ: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A Contact Service Queue (CSQ) is a logical grouping of agents based on their skills. A supervisor can remove a skill from a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to remove a skill from a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.
• Enable automatic work on a CSQ: Automatic work is a feature that allows agents to automatically enter the work state after they finish a call or chat. This prevents the agents from receiving new contacts until they are ready. A supervisor can enable automatic work on a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to enable automatic work on a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.
• Modify the skill competence level of an agent: The skill competence level is a numerical rating that indicates the proficiency of an agent in a certain skill. The skill competence level can range from 1 (lowest) to 10 (highest). A supervisor can modify the skill competence level of an agent by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to modify the skill competence level of an agent, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.

The following tasks cannot be performed by a supervisor who does not have administrative privilege:

• Delete a resource group: A resource group is a collection of agents who share common characteristics, such as location, function, or availability. A resource group can be used to organize agents for reporting and administration purposes. Only an administrator can delete a resource group by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resource Groups. For more information on how to delete a resource group, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resource Groups.
• Create a resource: A resource is an entity that can handle customer contacts, such as an agent, a supervisor, or an IVR port. A resource can be associated with one or more resource groups, teams, and skills. Only an administrator can create a resource by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to create a resource, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.
• Delete a skill: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A skill can be assigned to one or more agents and CSQs. Only an administrator can delete a skill by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Skills. For more information on how to delete a skill, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Skills. References:
• Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]5

 The importing of contacts into a Cisco Unified Contact Center Express campaign has the following characteristics:

• Phone1 is the only mandatory field. The Phone1 field contains the primary phone number of the contact. The other fields are optional and can be used to store additional information about the contact, such as first name, last name, account number, etc1, page 4-16.
• Up to three custom fields can be added. The custom fields can be used to store any additional data that is not available in the predefined fields. The custom fields can be named and mapped to the corresponding columns in the CSV file1, page 4-17.
• Imports can be automatically executed on a weekly basis. The import schedule can be configured to run the import process at a specified time and frequency. The import frequency can be daily, weekly, or monthly1, page 4-18.

The following statements are incorrect:

• List filtering for “Do Not Call” is unsupported. The list filtering feature allows the administrator to filter out contacts that match certain criteria, such as phone numbers that are on the “Do Not Call” list, duplicate records, or invalid numbers. The list filtering can be enabled or disabled for each campaign1, page 4-19.
• When records have matching phone numbers, only one record is created. The duplicate handling feature allows the administrator to specify how to handle contacts that have the same phone number as an existing contact in the database. The administrator can choose to overwrite the existing contact, skip the new contact, or create a new contact with a different ID1, page 4-20. References: Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0 (1)

 A POD (Point of Data) is a unit of data that is stored in Context Service. A POD can contain information about a customer, an interaction, or any other entity that is relevant to the contact center. A POD can map to a fieldset, which is a collection of fields that define the structure and schema of the POD. A fieldset can have a name, a description, and a list of fields. Each field can have a name, a type, and a value. A POD can belong to only one fieldset, but a fieldset can have multiple PODs1. The runtime connector is not responsible for account and password management, but for registering the contact center components with Context Service and sending and receiving PODs2. Every customer can be mapped to multiple PODs, depending on the number of interactions they have with the contact center3. References:

• 1: Cisco Unified Contact Center Express Features Guide, Release 12.0(1) - Context Service Data Model, Fields, and Fieldsets [Cisco Unified Contact Center Express] - Cisco(https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_0/features/guide/uccx_b_features-guide-1201/uccx_b_features-guide-1201_chapter_010.html)
• 2: Cisco Unified Contact Center Express Features Guide, Release 12.0(1) - Component Configuration and Registration [Cisco Unified Contact Center Express] - Cisco(https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6/features/guide/uccx_b_uccx-features-guide/uccx_b_uccx-features-guide_chapter_01.pdf)
• 3: Cisco Unified Contact Center Express Features Guide, Release 12.0(1) - Omnichannel Customer Journey [Cisco Unified Contact Center Express] - Cisco(https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_0/features/guide/uccx_b_features-guide-1201/uccx_b_features-guide-1201_chapter_010.html)

The database subsystem is used to communicate with external database servers and execute SQL queries from Unified CCX applications. The database subsystem is available only if the system has a license installed for either the Unified IP IVR or Unified CCX Premium product packages. If the database subsystem is not configured, it will show as out of service on the Control Center page of AppAdmin. This means that the database subsystem is not operational and cannot process any requests from the applications. To configure the database subsystem, you need to add database resources and specify the connection parameters for each database server that you want to access from your applications. You also need to enable the database subsystem from the Control Center page after adding the database resources. References: Cisco Unified Contact Center Express Administration Guide, Release 11.5 (1) - Database Subsystem Configuration

 The application username is not an input that is required when you install Cisco Unified CCX. The application username is the username that you use to log in to the Cisco Unified CCX Administration web interface after the installation is complete. You can configure the application username during the initial system setup, which is a separate step from the installation. The other inputs, such as the platform administrator username, the IP address, the default language, and the time zone, are required during the installation process. You need to enter these inputs to configure the basic system parameters and network settings for the Unified CCX server. References := Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5(1) SU2, Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 Course Outline

The Cisco Unified Communications Sizing Tool is a web-based tool that helps system engineers to size Cisco Unified Communications solutions, including Cisco Unified CCX. The tool can validate various parameters and requirements for a Cisco Unified CCX deployment configuration, such as the number of agents, supervisors, IVR ports, outbound ports, chat sessions, email sessions, and reporting users. However, the tool cannot validate the following options:

• The number of silent-monitoring and remote-monitoring sessions. Silent monitoring and remote monitoring are features that allow supervisors to listen to the agent’s calls without being heard by the agent or the caller. The tool does not support sizing for these features,as they depend on the network bandwidth and the codec used for the calls. The tool only provides a formula to estimate the bandwidth requirement for silent monitoring and remote monitoring, based on the number of sessions, the codec, and the packet size. The formula is: Bandwidth (kbps) = Number of sessions x Codec bit rate x (1 + Network overhead). For example, if there are 10 silent-monitoring sessions using G.711 codec with a bit rate of 64 kbps and a network overhead of 20%, the bandwidth requirement is: Bandwidth (kbps) = 10 x 64 x (1 + 0.2) = 768 kbps1.
• The number of historical reporting sessions. Historical reporting is a feature that allows users to generate reports on the historical data of the Cisco Unified CCX system, such as agent performance, call statistics, and queue summary. The tool does not support sizing for this feature, as it depends on the number of reporting users, the frequency and complexity of the reports, and the database size. The tool only provides some guidelines and best practices for historical reporting, such as limiting the number of concurrent reporting users to 10, scheduling the reports during off-peak hours, and purging the historical data regularly2.
• The number of ASR and TTS ports. ASR (Automatic Speech Recognition) and TTS (Text-To-Speech) are features that enable voice interaction between the callers and the IVR system, using speech recognition and synthesis technologies. The tool does not support sizing for these features, as they are provided by third-party vendors, such as Nuance or LumenVox. The tool only provides some recommendations and considerations for ASR and TTS integration, such as using MRCPv2 protocol, allocating enough CPU and memory resources, and configuring the network QoS policies3.

References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.2: Silent Monitoring and Remote Monitoring, Page 321 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.4: Historical Reporting, Page 342 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.5: ASR and TTS Integration, Page 353

The peripheral variables in the Set Enterprise Call Info step are related to call variables. Call variables are predefined variables that store information about a call, such as the caller ID, the dialed number, the call duration, the call priority, and so on. Call variables are also known as Call.PeripheralVariable1 to Call.PeripheralVariable10, and they can be set or retrieved by the Set Enterprise Call Info step or the Get Enterprise Call Info step. Call variables can be displayed on the agent desktop or used for reporting purposes1, page 2-3, 2, page 2-4, 3, page 4-1. References: Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5 (1) SU1, Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.6(2), Cisco Unified Contact Center Express Features Guide, Release 12.5 (1)

Cisco Finesse supports the use of custom call variable layouts to define how call variables appear on the Finesse agent desktop. The agent desktop determines which layout to use based on the value of a keyword variable that is named user.layout. This variable is passed to the agent desktop via the Set Enterprise Call Info step in the CCX script. The value of the user.layout variable must match the name of the custom call variable layout that is configured in the Finesse Administration page. If no user.layout variable exists, or if the value does not match any custom layout, the default layout will be used12

References: 1: Cisco Finesse Administration Guide, Release 12.5 (1) - Call Variables Layouts [Cisco Finesse] - Cisco 1 2: How to apply new ‘Call Variables Layout’ to desktop layo

This statement is false because a subflow cannot access all variables in the calling script, unless they are passed as input parameters or global variables. A subflow has its own local variables that are not visible to the calling script. A subflow can only access the variables that are mapped to its input parameters or declared as global variables1.

The other statements are true because:

• B. When the Call Subflow step executes, you can transfer values of variables from the calling flow to the subflow. This statement is true because you can use the Input Mappingstab of the Call Subflow step to map the variables from the calling flow to the input parameters of the subflow. This allows you to pass data to the subflow and initialize its variables2.
• C. After the Call Subflow step executes, you can transfer values of variables from the subflow to the calling flow. This statement is true because you can use the Output Mappings tab of the Call Subflow step to map the variables from the subflow to the variables of the calling flow. This allows you to return data from the subflow and update the variables of the calling flow3.
• D. The same subflow can be invoked from different scripts. This statement is true because a subflow is an independent script that can be reused in other scripts. You can call the same subflow from different scripts using the Call Subflow step and specify the subflow name and location4.

References: 1: Troubleshoot the Subflow - CRS Script - Cisco 2: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco 4: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco

 Control Center on Cisco Unified Contact Center Express Serviceability Comprehensive and Detailed Explanation: The Control Center on Cisco Unified Contact Center Express Serviceability is a web-based interface that allows you to start, stop, and restart Cisco Unified CCX services. You can also view the status of each service and the server on which it is running. The Control Center is accessible from the Navigation drop-down list on the Cisco Unified CCX Serviceability page. You can select either Network Services or Feature Services to manage the corresponding services. References: Cisco Unified Contact Center Express Operations Guide, Release 11.5 (1) - Cisco Unified CCX Serviceability1, Serviceability Tools1

Reactive debugging is a facility provided by the Cisco Unified CCX Editor that allows you to debug a Cisco Unified CCX script live with a real voice call. Reactive debugging enables you to step through the script execution and view the variable values and the call flow in real time. You can also set breakpoints and watchpoints to pause the script execution and inspect the variables. Reactive debugging is useful for troubleshooting and testing the script logic and functionality12

References: 1: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Course 644-906 1 2: Cisco Unified Contact Center Express Scripting and Development Series: Volume 2, Editor Step Reference, Release 10.0(1) - Debugging Scripts [Cisco Unified Contact Center Express] - Cisco 

 Cisco Unified CCX Premium provides the most advanced features and capabilities for contact center agents and supervisors, including IVR scripting, database integration, keystroke macros, CRM integration, outbound preview dialer, and agent email and chat. Cisco Unified CCX Standard and Enhanced do not support keystroke macros, CRM integration, or agent email and chat. Cisco Unified IP IVR does not support agent desktop functions or outbound preview dialer. Cisco Unified CCX Enterprise is not a valid option, as Cisco Unified CCX only comes in Standard, Enhanced, and Premium versions. References: Cisco Unified Contact Center Express 12.5 Data Sheet, [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]

The Cisco Unified CCX Installer media is used to install the following components on the Unified CCX server:

• Cisco Unified CCX Engine: This is the core component that provides the call control, routing, and scripting functionality for Unified CCX. It also includes the Cisco Unified CCX Administration web interface, the Cisco Unified CCX Serviceability web interface, the Cisco Unified CCX Editor, and the Cisco Unified CCX Historical Reports client.
• Recording Component: This is an optional component that enables the recording and playback of agent calls. It also includes the Cisco Unified CCX Supervisor Desktop and the Cisco Unified CCX Agent Desktop applications.
• Informix DB: This is the database component that stores the configuration and historical data for Unified CCX. It also includes the Cisco Unified CCX Database Schema and the Cisco Unified CCX Database Monitor Service.

The following components are not installed from the Cisco Unified CCX Installer media:

• iPlanet Web Server: This is a web server that is not used by Unified CCX. Unified CCX uses the Apache Tomcat web server, which is installed as part of the Cisco Unified Communications Operating System.
• Cisco Unified Operations Manager: This is a network management application that monitors the health and performance of Cisco Unified Communications systems. It is not part of Unified CCX and requires a separate installation and license.
• Cisco Unified Communications Manager: This is the call processing component that provides the IP telephony services for Unified CCX. It is not part of Unified CCX and requires a separate installation and license.

References:

• Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5(1), Chapter 1: Unified CCX Installation
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0], Module 1: Cisco Unified Contact Center Express Overview

The three tasks that an agent can perform using email are:

• Save the response as a draft. An agent can save an email response as a draft and resume working on it later. The draft email is stored in the agent’s personal folderand can be accessed from the email control bar. The agent can edit, delete, or send the draft email at any time1.
• Transfer the email to another CSQ. An agent can transfer an email to another Contact Service Queue (CSQ) if the email requires a different skill set or expertise. The agent can select the destination CSQ from a list of available CSQs and add an optional note for the next agent. The email is then removed from the agent’s work area and placed in the selected CSQ2.
• Transfer the email to another agent. An agent can transfer an email to another agent if the email requires a specific agent to handle it. The agent can select the destination agent from a list of available agents and add an optional note for the next agent. The email is then removed from the agent’s work area and placed in the selected agent’s personal folder3.

The other options are not correct because:

• Send the response to the supervisor for review. An agent cannot send an email response to the supervisor for review before sending it to the customer. The agent can only send the email response directly to the customer or save it as a draft4.
• Mark the email as urgent. An agent cannot mark an email as urgent. The urgency of an email is determined by the email server based on the email header. The agent can only view the urgency of an email, but cannot change it5.
• Mark the email as junk. An agent cannot mark an email as junk. The junk email filtering is done by the email server based on the email content and sender. The agent can only view the junk status of an email, but cannot change it6.

References: 1: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 2: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 3: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 4: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 5: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 6: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco

• Heap dumps are snapshots of the Java heap memory that contain information about the objects and classes in the heap at the moment of the dump. Heap dumps can help you identify memory leaks, excessive memory consumption, and other memory-related issues. You can collect heap dumps using the Cisco Unified Real-Time Monitoring Tool (RTMT), which is a client application that allows you to monitor and troubleshoot Cisco Unified CCX components. To collect heap dumps, you need to enable the HeapDumpEnabled service parameter and configure theHeapDumpSchedule parameter. You can then use the RTMT to view and download the heap dumps from the Cisco Unified CCX server2.
• Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool. In addition to heap dumps, you can also collect engine heap performance data using the RTMT. This data includes metrics such as heap usage, heap size, garbage collection time, and garbage collection frequency. You can use the RTMT to monitor these metrics in real time or generate historical reports. You can also set alerts and thresholds for these metrics to receive notifications when they exceed the specified values. Collecting engine heap performance data can help you analyze the memory behavior and performance of the Cisco Unified CCX engine3.

References: 1: Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5(1) - Control Center [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center ExpressAdministration and Operations Guide, Release 12.5(1) - Troubleshoot Unified CCX [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) - Monitor Unified CCX [Cisco Unified Contact Center Express] - Cisco

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