[Oct 19, 2023] 100% Latest Most updated 500-445 Questions and Answers
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To prepare for the Cisco 500-445 certification exam, candidates need to have a thorough understanding of the various technologies and concepts related to contact center enterprise chat and email solutions. They also need to have hands-on experience with the deployment and configuration of Cisco Contact Center Enterprise and other related technologies. A combination of theoretical knowledge and practical experience is essential to pass this certification exam.
To achieve success in the Cisco 500-445 exam, you will need to focus on a broad range of topics, which include the installation, configuration, and management of Cisco Contact Center Enterprise Chat and Email solutions, as well as the implementation of workflows, scripts, and prompts. You will also need to have a strong understanding of communication protocols, security measures, and the best practices for managing large-scale contact center operations.
Cisco 500-445 exam focuses on various topics, including the features and benefits of Cisco Contact Center Enterprise Chat and Email, the architecture and design of the solution, implementation, and configuration of the solution, and troubleshooting and maintenance of the system. Candidates who pass the exam will be able to demonstrate their ability to configure and deploy the solution, troubleshoot issues, and optimize performance.
NEW QUESTION # 16
When does the workflow assignment service publish a message to the application server?
- A. when the agent logs out
- B. when the agent login in
- C. when a new task is created
- D. when a new email is assigned to a user
Answer: D
NEW QUESTION # 17
How is Chat Watchdog Interval used?
- A. to control the time interval after which a chat activity is tagged as abandoned if it could not be routed to UCCE
- B. to control the time interval after which a chat activity is tagged as abandoned if an agent could not accept it
- C. to control the time interval after which a chat activity is tagged as abandoned if it could not get any response from 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
Answer: B
Explanation:
Chat Watchdog Interval is used to control the time interval after which a chat activity is tagged as abandoned if an agent could not accept it. The purpose of the Chat Watchdog Interval is to ensure that a customer's chat request is not left unattended for an extended period of time. If an agent is not available to accept the chat within the specified time period, the chat activity will be marked as abandoned. This allows the system to route the chat to another agent or take other appropriate actions to ensure that the customer's needs are met in a timely manner.
NEW QUESTION # 18
What are two specifications for reporting templates? (Choose two.)
- A. Templates can be deleted.
- B. The availability of templates is controlled by licenses.
- C. Any number of reports can be created from a template.
- D. A user can only create ten reports per template.
- E. Only one report can be created per template.
Answer: A,C
Explanation:
A reporting template can be used to create multiple reports with the same configurations, thus allowing users to create multiple reports with the same configurations. Additionally, templates can be deleted as per the requirement, if it is not needed anymore. But it's important to note that once a template is deleted, all reports created from that template will be deleted as well.
NEW QUESTION # 19
Which mode must be used for Always On Availability Group clustering?
- A. Directory Connection
- B. Windows Authentication
- C. Mixed mode
- D. SQL Authentication
Answer: B
NEW QUESTION # 20
Which two changes should be made in the calendar when changes in daylight savings occur? (Choose two.)
- A. Adjust the start time and end time for all shifts.
- B. Delete the existing shift label before creating a new one for daylight saving time.
- C. Change the timezone at the system partition level.
- D. Change the timezone at the user group level.
- E. Change the timezone at the department level.
Answer: C,D
Explanation:
When changes in daylight savings occur, the timezone must be changed at both the user group level and the system partition level in order to adjust the start and end times of shifts. This can be done by logging into the Cisco Unified Contact Center Enterprise (UCCE) Administration Portal and navigating to the User Group Management and System Partition Management menus [1], respectively.
Reference:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/srnd/collab12/collab12/contactc.html
1. Cisco Collaboration System 12.x Solution Reference Network ...
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/srnd/collab12/collab12/contactc.html
2. Change the timezone at the user group level: The timezone for all the agents under the user group level should be changed to match the new time after daylight savings. This will ensure that the agents are working according to the new time zone and that their activity is recorded correctly in the system.
3. Change the timezone at the system partition level: The timezone at the system partition level should be changed to match the new time after daylight savings. This will ensure that the system is configured according to the new time zone and that all the activity is recorded in the correct time.
NEW QUESTION # 21
Which activities can agents pick and pull?
- A. Agents can pick emails from other agents that belong to the different skill groups.
- B. Agents can pick emails from other agents that belong to the same set of skill groups.
- C. Agents can pick chats from other agents that belong to the same set of skill groups.
- D. Agents can pick chat from other agents that belong to the different skill groups.
Answer: A
NEW QUESTION # 22
What is the character limit for passwords when installing Enterprise Chat and Email applications?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
NEW QUESTION # 23
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_Chat
- E. ECE_Email
Answer: A,D
NEW QUESTION # 24
How long before incoming activities coming to aliases, for which there are no workflows configured, are moved to the exception queue?
- A. 60 minutes
- B. 120 minutes
- C. 24 hours
- D. 240 minutes
Answer: B
NEW QUESTION # 25
What is the default value for the email media class set by the installer?
- A. Email_ ECE
- B. Cisco_email
- C. ECE_Email
- D. Email_media_class
Answer: D
Explanation:
The default value for the email media class set by the installer is Emailmediaclass. This media class is used to route emails to the correct agent, queue, and database. The media class is configured in the UCCE or EECE environment, and it can be changed by an administrator if needed.
NEW QUESTION # 26
Which two integration tasks are needed to get CUIC to communicate with ECE? (Choose two.)
- A. Mixed mode authentication must be enabled on the ECE Reporting server.
- B. Create a SQL User with db_datareader rights to the eGReportsDB on the ECE Reporting server.
- C. Single-mode authentication must be enabled on the ECE Reporting server.
- D. Create a SQL User with db_user rights to the eGReportsDB on the ECE Reporting server.
- E. Create a SQL User with db_user rights to the eGsideDB on the ECE Reporting server.
- F. Mixed mode authentication must be enabled on the CUIC publisher.
Answer: D,F
Explanation:
1. Create a SQL User with db_user rights to the eGReportsDB on the ECE Reporting server: CUIC needs to access the ECE Reporting server's eGReportsDB to retrieve data and perform reporting. A SQL user with db_user rights to the eGReportsDB is needed to allow CUIC to access and read the data.
2. Mixed mode authentication must be enabled on the CUIC publisher: CUIC and ECE use different authentication methods, in order for CUIC to communicate with ECE, mixed mode authentication must be enabled on the CUIC publisher. This allows CUIC to use both Windows and SQL Server authentication to connect to ECE.
NEW QUESTION # 27
Which TCP must be opened in the firewall between Services server and Messaging server?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
Explanation:
The TCP port 587 must be opened in the firewall between Services server and Messaging server in order for the two systems to communicate. Port 587 is the standard SMTP (Simple Mail Transfer Protocol) port used for outbound email communication.
NEW QUESTION # 28
Which two media classes require configuration to be used in Enterprise Chat and Email? (Choose two.)
- A. ECE_Email
- B. ECE_activity
- C. ECE_Inbound
- D. ECE_Chat
- E. ECE_Default_Queue
Answer: A,D
Explanation:
Reference:
Enterprise Chat and Email (ECE) is a Cisco product that allows customers to communicate with a business through various channels such as chat, email, social media, and other digital channels.
To use the ECE_Email and ECE_Chat media classes, configuration is required.
1. ECE_Email: ECE_Email media class is used to configure the email channel, this includes settings such as email address, email server, and other email-related configurations. This media class is used to route incoming email to the appropriate agent or department.
2. ECE_Chat: ECE_Chat media class is used to configure the chat channel, this includes settings such as chat server, chat client, and other chat-related configurations. This media class is used to route incoming chats to the appropriate agent or department.
Cisco: Cisco Enterprise Chat and Email
Cisco: Cisco Enterprise Chat and Email Media Class Configuration
Cisco: Cisco Enterprise Chat and Email Media Class Configuration Guide
NEW QUESTION # 29
Which User objects in Enterprise Chat and Email are mapped in UCCE?
- A. Agent, Supervisor, Administrator
- B. Agent, Supervisor
- C. Agent
- D. Supervisor, Administrator
Answer: A
Explanation:
In Enterprise Chat and Email (ECE), the Agent, Supervisor, and Administrator user objects are mapped in Cisco Unified Contact Center Enterprise (UCCE). This allows UCCE to access the data and information associated with ECE users and use it for reporting and analytics.
NEW QUESTION # 30
What is an MRD a collection of that is associated with a common communication medium?
- A. skill groups and route
- B. scripts and script selector
- C. skill groups and services
- D. route point and DN
Answer: D
NEW QUESTION # 31
Which two integration tasks are needed to get CUIC to communicate with ECE? (Choose two.)
- A. Mixed mode authentication must be enabled on the CUIC publisher.
- B. Mixed mode authentication must be enabled on the ECE Reporting server.
- C. Create a SQL User with db_datareader rights to the eGReportsDB on the ECE Reporting server.
- D. Create a SQL User with db_user rights to the eGReportsDB on the ECE Reporting server.
- E. Single-mode authentication must be enabled on the ECE Reporting server.
- F. Create a SQL User with db_user rights to the eGsideDB on the ECE Reporting server.
Answer: D,E
NEW QUESTION # 32
Which feature is unable to be deleted or made inactive?
- A. Exception Queue
- B. Unified CCE
- C. Enterprise Chat and Email
- D. Supervisory Queues
Answer: B
Explanation:
Unified CCE is a component of Cisco Unified Contact Center Enterprise (UCCE) and cannot be deleted or made inactive. Unified CCE is responsible for handling customer requests, routing calls, and providing customer service. It is an essential part of UCCE and must be installed and available before Enterprise Chat and Email can be used.
Reference:
Unified CCE (Unified Contact Center Enterprise) is a Cisco product that provides a comprehensive, multichannel customer contact solution. It includes a set of software and hardware components that work together to provide advanced call routing, contact management, and reporting capabilities.
Unified CCE is the core platform on which other Cisco products like Enterprise Chat and Email, Exception Queue and Supervisory Queues are built upon. It is the foundation of the contact center infrastructure and it's unable to be deleted or made inactive as it provides the foundation for other Cisco products.
It's important to note that the specific requirements for the contact center infrastructure may vary depending on the version of CCE and the specific requirements of the organization. It's recommended to consult the Cisco documentation and your Cisco support team for further assistance.
Cisco: Cisco Unified Contact Center Enterprise
Cisco: Cisco Unified Contact Center Enterprise Architecture
Cisco: Cisco Unified Contact Center Enterprise Product Overview
NEW QUESTION # 33
What must be registered to receive chat messages while registering the application for chat API integration?
- A. Webhooks callback URL
- B. Bearer token
- C. Integrator
- D. Conversation ID
Answer: A
Explanation:
To receive chat messages while registering the application for chat API integration, you must register the webhooks callback URL. The webhooks callback URL is used to receive chat messages from the chat API and can be used to trigger an action or response when a chat message is received. The other options are not required for chat API integration.
NEW QUESTION # 34
What is the messaging server component for 400 agent deployments?
- A. collocated with other components and with services server
- B. always installed on a dedicated VM
- C. collocated with other components
- D. collocated only with services server
Answer: A
Explanation:
Collocated with other components and with services server, means that the messaging server component will be installed on the same machine as other components and with services server, which is suitable for 400 agent deployments. This allows for better resource utilization and cost efficiency. This configuration is also known as a "co-resident" deployment. Reference: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility_matrix/11_5/cec_b_crs-ece-11-5-compatibility-matrix.html
NEW QUESTION # 35
What is the default frequency value of ECE Monitors notification?
- A. 30 minutes
- B. 60 minutes
- C. 120 seconds
- D. 60 seconds
- E. 30 seconds
- F. 90 minutes
Answer: D
Explanation:
The default frequency value of the Enterprise Chat and Email (ECE) Monitors notification is 60 seconds. This notification is used to notify the user of any changes in the status of their chat sessions, such as when a customer starts a chat, or when a customer ends a chat session.
NEW QUESTION # 36
Which partition level settings are needed to configure email?
- A. Default SMTP server settings, Alarm service delay, Auto response number
- B. Default SMTP server settings, Auto response time, Personalized activity assignment
- C. Alarm service delay, Auto response time, Auto response number
- D. Maximum activities to pull at a time, Alarm service delay, Auto response number, Auto response time
Answer: A
Explanation:
Default SMTP server settings, Alarm service delay, and Auto response number. The Default SMTP server settings are used to configure the server that will be used to send and receive emails. The Alarm service delay controls the amount of time before an alert is triggered when a customer does not respond to a ticket. The Auto response number is used to set the maximum number of times an auto-response will be sent for each ticket.
NEW QUESTION # 37
Where is the Script selector in CCE mapped in ECE?
- A. Dialed Number
- B. Workflow
- C. Queue
- D. Call Type
Answer: A
NEW QUESTION # 38
Which four tools should be taken into consideration for Troubleshooting ECE issues? (Choose four.)
- A. Service Process Monitor
- B. Router Email and Chat Viewer
- C. Service Instance Monitor
- D. Cisco Email and Chat Analyzer
- E. Activity Audit
- F. Service Activity Monitor
- G. ECE Agent toolkit Monitor
- H. ECE LiteAgent
Answer: B,E,F,H
NEW QUESTION # 39
Which server on WXM communicates with ECE, and what TCP port is used for the HTTPS connections with cloud connect services?
- A. Application server, 8445
- B. Services server, 15097
- C. Web server, 8443
- D. Database server, 1433
Answer: C
Explanation:
The Web server on the WXM (Web Experience Manager) platform is responsible for communicating with Enterprise Chat and Email (ECE) and uses TCP port 8443 for HTTPS connections with cloud connect services. This port is the relevant port for ECE communication and must be open on the firewall for ECE to function correctly.
Reference:
In WXM (Webex Experience Management), the web server communicates with ECE (Enterprise Chat and Email) and the HTTPS connections with cloud connect services are made using TCP port 8443.
The Web server is responsible for handling the incoming web traffic, such as customer chat and email requests, and forwarding them to the appropriate ECE workflow.
TCP port 8443 is a commonly used port for HTTPS connections and is the default port for HTTPS traffic. This port is used for secure communication between the WXM web server and ECE, and other cloud connect services.
NEW QUESTION # 40
What is the limit of concurrent agents per application server?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
Explanation:
The limit of concurrent agents per application server is 600 the limit of concurrent agents per application server according to Cisco Unified Contact Center Enterprise (UCCE) version 11.5 and for the hardware specification that meet the requirement. This recommended limit is based on the assumption that all agents are using IP phones or soft clients and that the agents are using average resources. However, It's important to keep in mind that this is just a recommended limit and it may vary depending on the specific version of UCCE and the hardware specifications of the application server.
NEW QUESTION # 41
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