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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 customer using Webex Contact Center wants to transition from traditional agent-based routing to a skill-based routing model that uses skill criteria assigned to the queue functionality to enhance efficiency and customer satisfaction. Which two essential configuration actions must the administrator complete to successfully take this transition? (Choose two.)

A) Assign skill criteria to the agent teams that are grouped into call distribution groups.
B) Associate skill criteria to the queues.
C) Associate agents directly with the queue.
D) Assign skill profile directly to agents.
E) Assign call distribution groups to queues.

3. An engineer is configuring a new local gateway SIP trunk for their Webex Contact Center PSTN services. The SIP trunk requires that registration be refreshed every 2 minutes. Which command meets this requirement?

A) registrar dns:12345678.us10.bcld.webex.com scheme sips expires 240 refresh-time 120 tcp tls
B) registrar dns:12345678.us10.bcld.webex.com scheme sips expires 240 refresh-ratio 50 tcp tls
C) registrar dns:12345678.us10.bcld.webex.com scheme sips expires 120 refresh-ratio 50 tcp tls
D) registrar dns:12345678.us10.bcld.webex.com scheme sips expires 300 refresh-ratio 50 tcp tls

4. An administrator is designing a flow in Webex Connect that includes a Scheduled Callback activity node. Which two values must be provided to configure the Scheduled Callback node successfully? (Choose two.)

A) schedule date in YYYY-MM-DD format
B) schedule date in YYYY-DD-MM format
C) customer name
D) phone ANI
E) schedule timezone

5. Which action must an administrator take in a Webex Contact Center voice flow to ensure that, after a customer selects option 2 for Spanish in the initial language menu, all AI Agent responses are delivered in Spanish using a consistent, professional executive-sounding Spanish voice, regardless of the caller's location or dialect?

A) Assign a friendly voice name to the Global_VoiceName variable and add a Global-Language variable with the default language setting.
B) Change only the Global_Language variable to "es-ES," as this global variable entity dictates both aspects, i.e., language and voice.
C) Set the Global_Language and Global_VoiceName variables to the default system string value
"en-ES" to activate Spanish interaction.
D) Set the Global_Language variable to "es-ES" and Global_VoiceName to the company-approved Spanish voice system name.

Solutions: