QUESTION 72
Which tool is used to size Cisco Unified CCX?
A.    Analysis Manager
B.    Cisco Unified Communications Sizing Tool
C.    Expert Advisor
D.    Cisco Unified Real-Time Monitoring Tool
Answer: B

QUESTION 73
Which three of the following tasks can be performed using Cisco Unified Real-Time Monitoring Tool? (Choose three)
A.    collect trace files
B.    stop and start Cisco Unified CCX services
C.    view syslog messages
D.    perform backup and restore functions
E.    monitor the health of the Cisco Unified CCX system
Answer: ACE

QUESTION 74
Which tool protects Cisco Unified Contact Center Express against worms, day-zero viruses, and other intermediate security threats?
A.    Microsoft SQL Server 2000
B.    Microsoft management Console
C.    Cisco Security Agent
D.    Quality Manager
Answer: C

QUESTION 75
Which three statements describe the importing of contacts into a Cisco Unified Contact Center Express campaign?
A.    Phone1 is the only mandatory field.
B.    Up to three custom fields can be added.
C.    List filtering for "Do Not Call" is unsupported.
D.    When records have matching phone numbers, only one record is created.
E.    Imports can be automatically executed on a weekly basis.
Answer: ACD

QUESTION 67
Which branch of the step is performed when the Call Redirect step sends a caller to a device not existing in the CallManager?
A.    Successful
B.    Invalid
C.    Unsuccessful
D.    Busy
Answer: B

QUESTION 68
What happens when the CRS Engine fails in a High-Availability CRS deployment?
A.    All activities fail over without any loss of data or dropping any calls.
B.    All current agent calls are dropped.
C.    All callers on active CTI ports are dropped.
D.    The standby CRS Engine starts, processing new calls immediately.
Answer: C

QUESTION 69
Which step must be executed before an email can be sent?
A.    Send Email
B.    Attach Email
C.    Create Email
D.    Delete Email
Answer: C

QUESTION 70
What CRS Server configuration enabled the CRS Server to fail over to a secondary Call Manager when the primary Call Manager fails?
A.    The LDAP Directory must have a secondary profile configured
B.    No special configuration is required. Call Manager maintains the failover.
C.    There must be a second JTAPI user configured with an alternative range of CTI ports.
D.    the CRS Server’s JTAPI Provider must be configured with secondary Call Manager’s IP address following the primaries.
Answer: A

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QUESTION 62
What two things happen when the CRS Publisher Database on an HRDB expansion server fails?
A.    All call processign immediately begins using the CRS Subscriber Database.
B.    Calls in the queue are dropped
C.    Agent calls are dropped.
D.    CRS conffiguration changes are blocked until the CRS Publisher Database is restored and syncronized with the CRS Subscriber Database
Answer: AD

QUESTION 63
Which one is the Enhanced premium on cc express?
A.    HTTP-based trigger
B.    Wrap-up time
C.    Keystroke macros
D.    Supervisor recording
E.    Agent to agent text chatting
Answer: A

QUESTION 64
The Call Redirect step sends a caller to a device that does not answer. Which branch of the step is executed?
A.    Busy
B.    Invalid
C.    Successful
D.    Unsuccessful
Answer: D

QUESTION 65
A customer with IPCC Express Standard reports that a script using the Database steps is not working. What is the most likely root cause?
A.    The script probably has an error in the DSN configuration.
B.    IPCC Express Standard is not licensed for Database steps.
C.    The script probably has an error in the query string.
D.    There is probably an interoperability problem between IPCC Express and the database.
Answer: B

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QUESTION 57
The Cisco CRS Server must be configured to communicate and interoperate with Cisco Call Manager. Which two must be configered on the Cisco CRS Server? (Choose two)
A.    Repository Manager to load applications
B.    JTAPI subsystem with the CTI port group
C.    Database subsystem communication with LDAP directory.
D.    JTAPI subsystem with the user created in Cisco Call Manager.
Answer: BD

QUESTION 58
In the Cisco IP Telephony architecture, what is the purpose of the Cisco Call Manager?
A.    Connects the enterprise IP Telephone network to the PSTN.
B.    Stores configuration infromartion and application scripts for CRS.
C.    Provides basic services for Voice over IP, and manages gateways.
D.    Allows designers to create, modify and debug CRS Application scripts.
Answer: C

QUESTION 59
Which two components are installed from the CRS Installer CD? (Choose two)
A.    Serviceability
B.    Language Pack
C.    MS SQL Server
D.    iPlanet WEb Server
E.    Windows 2000 Server OS
Answer: AB

QUESTION 60
Once an email is sent by the CRS application, the call is kept wait until …
A.    …a transaction timeout occurs
B.    …a config wait time is reach
C.    …the message is accept by the email server
D.    … the receptian acknowledges receipt of the email
Answer: AC

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QUESTION 52
Which step can be used to trap runtime script errors and recover gracefully?
A.    set
B.    call subflow
C.    on exception goto
D.    get reporting statistic
Answer: C

QUESTION 53
Presence integration is a cisco unified CC feature available in which of these packages?
A.    premium, enhanced, and standard
B.    premium only
C.    premium with high availablility only
D.    premium and enhanced
Answer: A

QUESTION 54
Which step would you use to get information about the number of contacts currently in queue?
A.    get contact info
B.    get session info
C.    get call contact info
D.    get reporting statistics
Answer: D

QUESTION 55
Which three tasks are supported by the cisco supervisor desktop?
A.    push a web page to an agent’s cisco agent desktop
B.    chat with a agent
C.    log in an agent
D.    change an agent’s state to ready
E.    send an email to an agent
Answer: ABD

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QUESTION 47
Which two tasks must an administrator perform on Cisco desktop admin to support presence?
A.    Assign contact list to a CSQ
B.    Assign contact list to workflow
C.    Assign an SME to a contact list
D.    Assign a contact list to a skill
E.    Assign and sort to a CSQ
Answer: BC

QUESTION 48
Which of the following is not a CRS Telephony or Media Subsystem?
A.    Cisco Media
B.    JTAPI
C.    VXML
D.    MRCP ASR
Answer: C

QUESTION 49
You have just successfully added a JTAPI trigger in CRS Administration. Which two items are automatically configured on your CallManager?
A.    CTI dialogue control port
B.    CTI Route Point
C.    Dialogue group
D.    CTI Route Point association with JTAPI user
Answer: BD

QUESTION 50
Which two features are added when upgrading from IPCC Express Standard to Enhanced? (Choose two.)
A.    Agent Routing
B.    Historical Reporting
C.    Conditional Routing
D.    Prioritized Queueing
Answer: AD
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QUESTION 42
What formula do you use to calculate the number of agents in a Call Center?
A.    Erlang C
B.    VG ports + IVR ports
C.    AHT * BHCA
D.    Erlang B
Answer: A

QUESTION 43
What is the maximum number of CTI ports supported by a Cisco Unified Contact Center Express 7.0 Standard deployment?
A.    300
B.    varies based on the number of expansion servers
C.    varies based on the number of configured applications
D.    150
E.    200
Answer: A

QUESTION 44
How many languages can be installed for the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD)?
A.    two languages for the CAD and one language for the CSD
B.    two languages for both the CAD and the CSD
C.    one language for both the CAD and the CSD
D.    one language for the CAD and a different language for the CSD
Answer: C

QUESTION 45
A preview outbound dialer uses which source and destination resources?
A.    a CTI port to the customer
B.    the ACD line of the agent to the customer
C.    the agent’s personal line to the customer
D.    a CTI port to the agent, then redirected to the customer
Answer: B

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QUESTION 37
Which two releases require physical media to be ordered and received prior to patching or upgrading Cisco Unified Contact Center Express? (Choose two.)
A.    Major Release
B.    Minor Release
C.    Engineering Special
D.    Service Release
E.    Maintenance Release
Answer: AB

QUESTION 38
Where are CTI route points added or configured for Cisco Unified Contact Center Express?
A.    Cisco Unified Contact Center Express Media Subsystem
B.    Cisco Unified CallManager Device Configuration
C.    Cisco Unified Contact Center Express Directory Management
D.    Cisco Supervisor Desktop
E.    Cisco CRS Administration, JTAPI Trigger Creation
Answer: E

QUESTION 39
Which three components are installed from the Cisco CRS Installer media? (Choose three.)
A.    iPlanet Web Server
B.    Cisco CRS Engine
C.    Cisco Recording
D.    Cisco IP Telephony Windows 2000 Server OS
E.    Cisco Unified CallManager
F.    MS SQL Server
Answer: BCF

QUESTION 40
By which ways does remote monitoring allow the monitored call to be selected? (Choose two.)
A.    by CSQ ID
B.    by Agent Name
C.    by agent extension
D.    by application ID
E.    by media group ID
Answer: AC

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QUESTION 32
Where are users managed and their data stored in Cisco Unified Communications Manager Express?
A.    in Communications Manager Express with user data stored in the Communications Manager Express database
B.    in Application Administration with user data stored in the Communications Manager Express database
C.    in Application Administration with user data stored in the Cisco Unified Contact Center Express database
D.    in Communications Manager Express with user data stored in the Cisco Unified Contact Center Express database
Answer: C

QUESTION 33
Which interface is used to configure debug parameters for log files?
A.    Control Center
B.    Custom File Configuration
C.    Datastore Control Center
D.    Alarm and Trace Configuration
Answer: A

QUESTION 34
The CRS Installer is used to perform which functions? (Choose three.)
A.    back up CRS data
B.    activate CRS components
C.    repair a CRS installation
D.    remove a CRS installation (uninstall)
E.    back up CallManager data
F.    install CRS software
Answer: CDF

QUESTION 35
What should you set the Client Configuration to when configuring the ODBC Data Source for the Database Subsystem?
A.    Multiprotocol
B.    Named Pipes
C.    TCP/IP
D.    NWLink IPX/SPX
Answer: C

QUESTION 27
What types of orders are exempt from using the IPCC Express Configuration and Ordering Tool?
A.    orders with less than five seats
B.    orders for upgrading from standard
C.    orders for adding more seats
D.    all orders require using the IPCC Express Configuration and Ordering Tool
E.    orders for coresident deployments
Answer: D

QUESTION 28
Which criterion can be used to control supervisor workflows?
A.    number of calls abandoned
B.    number of agents logged in
C.    average talk duration
D.    duration of oldest call in queue
Answer: D

QUESTION 29
Which feature is available on Cisco Unified Contact Center Express with Cisco Unified Communications Manager Express deployments?
A.    barge-in on Cisco Supervisor Desktop
B.    preview outbound dialer
C.    high availability
D.    wrap-up data
Answer: D

QUESTION 30
What can help expose problems with script logic or validity by simulating the execution of a script?
A.    script refresh
B.    script validation
C.    debug session
D.    Alarm and Trace Configuration
Answer: C