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Cisco Specialist 500-052 Exam Practice Questions and Answers (Cisco Unified Contact Center Express)...

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500-052Q&As Cisco Unified Contact Center Express

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QUESTION 1 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 Correct Answer: B

QUESTION 2 Which step library is included in the license for Cisco Unified Contact Center Express Standard? A. ICM steps B. email steps C. document steps D. database steps Correct Answer: C

QUESTION 3 You are designing a Cisco Unified Contact Center Express system with four requirements: 250 configured agents 150 agents maximum logged in at any given time 30 agents able to make outbound calls 20 agents able to answer emails How many premium seats should be purchased? A. 150 seats B. 180 seats C. 200 seats D. 250 seats Correct Answer: A

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QUESTION 4 Agent Email is a Cisco Unified CCX feature available in which of these packages? A. Premium, Enhanced, and Standard B. Premium only C. Premium and Standard D. Premium and Enhanced Correct Answer: B

QUESTION 5 Which statement is true about the default script field when adding an application? A. When a caller does not enter a choice in a Menu step, it will execute the default script. B. Any problems running the configured script will cause the default script to be executed. C. When the caller enters a digit in the Menu step that is not defined, the default script will be executed. D. When the caller enters a digit that is not checked in the filter of the Get Digit String step, the default script will be executed. Correct Answer: B

QUESTION 6 Which phones must be associated to the RmCm application user account? A. all phones B. none, because that user account is not used for phone association C. only agent phones that are used with the Cisco Finesse agent desktop D. only Cisco Finesse IPPA phones Correct Answer: C

QUESTION 7 The Cisco Unified Real-Time Monitoring Tool enables you to do which three options? (Choose three.) A. Plot and view performance data. B. Monitor the replication status of historical data store.

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C. Monitor the Cisco Unified CCX CTI port status and take corrective action. D. Download log files from Cisco Unified CCX nodes. E. Check the number of active calls in the Cisco Unified CCX system. F. Monitor the WAN link status. Correct Answer: ACD

QUESTION 8 Which three tasks can an agent perform using email? (Choose three.) A. save the response as a draft B. send the response to the supervisor for review C. transfer the email to another CSQ D. transfer the email to another agent E. mark the email as urgent F. mark the email as junk Correct Answer: ABC

QUESTION 9 Which deployment option is invalid for Cisco Unified Contact Center Express? A. a two-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager cluster B. a one-node Cisco Unified Contact Center Express cluster connected to two Cisco Unified Communications Manager clusters C. a one-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager Express router D. two Cisco Unified Contact Center Express clusters, each with two nodes, connected to the same Cisco Unified Cisco Unified Communications Manager cluster Correct Answer: B

QUESTION 10 Which server cannot be configured during the installation phase when installing Cisco Unified Contact Center Express on Cisco Unified Computing System servers?

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A. Cisco Unified Communications Manager server B. DNS server C. NTP server D. SMTP server Correct Answer: D

QUESTION 11 Which three operations can be performed within the Cisco Finesse IP Phone Age (IPPA)? (Choose three.) A. A supervisor can use Finesse IPPA to act as an agent and accept calls. B. An agent can sign in to Finesse IPPA and initiate call recording. C. A supervisor can sign in to Finesse IPPA and initiate call recording. D. An agent using Finesse IPPA can enter Not Ready, Sign-out, and Wrap-up reasons. E. Agents can log in to Finesse IPPA with Cisco Unified CCX deployed using a Standard license. Correct Answer: CDE

QUESTION 12 Which two steps check out a database connection from the connection pool? (Choose two.) A. DB Get B. DB Read C. DB Write D. DB Release Correct Answer: BC

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