500-440 Online Practice Questions and Answers

Which three features does Cisco Finesse provide as an out-of-the-box agent desktop? (Choose three.)

A. basic call control (answer, hold, retrieve, end, and make call)

B. advanced call control (consultation, transfer after consult, conference after consult)

C. agent historical reports

D. ready and login reason codes

E. phonebooks and workflows

F. desktop for third-party ACD

Which three components are required in a Cisco Unified CVP VXML "standalone" server deployment model? (Choose three.)

A. Cisco Unified CVP Call Studio

B. Cisco Unified CVP VXML Server

C. Cisco Unified CVP reporting server

D. load balancer

E. ingress voice gateway

F. egress voice gateway

G. VRU peripheral gateway

Which type of traffic from the peripheral gateway to the central controller is considered high priority in the Cisco Unified Contact Center Enterprise solution?

A. configuration requests

B. skill group data

C. routing and DMP control traffic

D. Real-Time Monitoring

In a Cisco Finesse 10.0(x) deployment, which two certificates do the Cisco Finesse primary and secondary servers accept when HTTPS protocol is used to access the administration console or agent desktop? (Choose two.)

A. digital certificate

B. certificate authority certificate

C. domain validation certificate

D. self-signed certificate

E. root certificate

Which two statements about combining IP telephony and Cisco Unified Contact Center Enterprise Extensions on the same IP phone are true? (Choose two.)

A. Cisco Unified CCE supports only one agent ACD line on the IP phone.

B. The ACD line on the IP phone may have voicemail or call forwarding defined.

C. In a typical call center, the ACD line is the first line on the phone to make it easier for the agent to forward inbound ACD calls.

D. The agent state changes based on the activity of the ACD line.

E. If the agent picks up the phone to place a call, the agent is put into ready mode.

The Cisco Finesse supervisor features extend the agent desktop with additional gadgets. Which three additional features are provided? (Choose three.)

A. team performance gadget to view agent status

B. queue statistics gadget to view queue (skill group) statistics for the supervisor's queues

C. Cisco Unified Communications Manager Remote Silent Monitoring

D. barge-in and intercept

E. gadget to park calls

F. transcoder gadget for recording

In Cisco Finesse 10.0(x), a supervisor has the capability to Monitor, Intercept, and Barge an agent call. Under which condition can a supervisor successfully intercept the call?

A. after a supervisor has started monitoring a call

B. after a supervisor has barged into a call

C. after a supervisor has selected a talking agent for monitoring

D. after a supervisor has conferenced into a call

E. after a supervisor has transferred the call

Cisco Unified Contact Center Enterprise uses Cisco Unified Customer Voice Portal in comprehensive

mode. The customer estimates the peak inbound traffic to be 20 CPS, and that they have 10% transfer

calls and 10% Courtesy Callback.

They need to deploy SIP proxy. How many minimum SIP invites should be used to size the SIP proxy?

A. 24 invites/sec

B. 88 invites/sec

C. 96 invites/sec

D. 22 invites/sec

In Cisco Finesse 10.0(x), which VM network adapter type removes the requirement to disable the LRO feature on the VM host?

A. Vlance network adapter type

B. Flexible VM network adapter type

C. E1000 network adapter type

D. VMXNET network adapter type

E. VMXNET3 network adapter type

When using microapps, which core components are required for calls that originate from Cisco Unified Communications Manager to Cisco Unified CVP using Comprehensive mode?

A. CUCM: CTI Route Point and SIP Trunk, ICM: CVP Type 2 VRU and Network VRU labels, VXML Gateway

B. CUCM: CTI Route Port, SIP Trunk, ICM: CVP Type 2 VRU, CUBE, VXML Gateway

C. SIP Trunk, ICM: CVP Type 7 VRU and Network VRU labels, VXML Gateway

D. CUCM: CTI Route Point and SIP Trunk, ICM: CVP Type 10 VRU and Network VRU labels, VXML Gateway