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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. An engineer configures a callback feature in Webex Contact Center. Customers report receiving callbacks long after the promised time window. Which metric should be analyzed first?

A) SIP registration expiration timer
B) Queue wait threshold
C) Callback retry interval and queue backlog
D) Agent idle timeout

2. A Webex Contact Center environment uses only Webex Calling registered endpoints for agent connection and requires that unanswered customer calls are requeued to be handled by the next available agent. Any direct unanswered call to the agent must roll to their designated voicemail.
Which configuration meets this requirement?

A) Adjust the contact center's RONA timer with a duration longer than the number of rings set for the agent's voicemail.
B) Disable the voicemail setting that forwards unanswered calls to the agent's voicemail.
C) Configure the Redirection on No Answer (RONA) timer to a duration shorter than the number of rings configured for the agent's voicemail.
D) Configure two lines on agent endpoints to differentiate between contact center calls and direct calls.

3. A Webex administrator is adding a new phone number allocated by their Cloud Connected PSTN provider to be configured as Webex Contact Center Entry Point to route inbound calls into the Contact Center IVR. Which two numbers must be used to configure the phone number? (Choose two.)

A) (450) 783-2223
B) +1-450-783-2223
C) #450 783-2223
D) [450) 783-2223
E) 450.783.2223

4. Refer to the exhibit. Agent X has a Skill Profile assigned and the Skill Profile has skills assigned according to their proficiency. In which two places can you define call routing criteria for routing calls to this agent? (Choose two.)

A) Allotted on Desktop Profile
B) Assign skills in flow
C) Assigned to Capacity-based Teams
D) Assign skills to the queue
E) Allocated to Channels

5. Cisco Webex Contact Center uses Local Gateway for PSTN services. The Webex Contact Center supervisor notices that callers receive the initial greeting, which allows them to select an option, and then the call drops. Which action helps to identify the cause of the issue?

A) Review the Webex Contact Center Flows configuration.
B) Review the Webex Contact Center Analyzer that checks the call logs.
C) Verify that the Webex Contact Center channels are associated.
D) Review the Webex Contact Center Queues configuration.

Solutions: