500-445 Exam Training Practice Tests (Cisco Implementing Cisco Contact Center Enterprise Chat and Email)]

Question 1

What are four best practices before starting to troubleshoot ECE issues? (Choose four.)

A. Upgrade to the latest Engineer Special. B. Understand the customer's intent for the flow of emails and chats. C. Understand the Deployment Model, the call-flow, the messaging flow, and the configuration. D. Know the ECE version and Engineer Specials installed. E. Collect all ECE services logs. F. Understand the physical model, be it a centralized office or branch location, as well as the VoIP protocol. G. Restart the ECE servers.

Correct Answer: B,C,D,E

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Question 2

Which TCP ports need to be opened in the firewall between the Web Server and Application server?

A. 9001 B. 993 C. 15097 D. 2434

Correct Answer: B

Question 3

When does the workflow assignment service publish a message to the application server?

A. when the agent logs out B. when a new task is created C. when a new email is assigned to a user D. when the agent login in

Correct Answer: C

Question 4

What are two required configurations when setting up user accounts and permissions? (Choose two.)

A. The ECE web server can be installed in DMZ and must use the same domain account. B. Domain account is not mandatory to install the software. The local account with administrator privilege can be used. C. All the servers must use the same domain account to install the software. D. The ECE web server can be installed in DMZ and can have a different domain account. E. All the servers except the ECE web server must use the domain account to install the software.

Correct Answer: C,D

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Question 5

What are three steps in an email process flow? (Choose three.)

A. MR PIM returns DO_THIS_WITH_TASK to EAAS with AgentID. B. Rules Process executes the start and scheduled workflows. C. Email is pulled in by listener instance and written to the database. D. Email is pulled in by retriever instance and written to the database. E. EAAS notifies EAMS of DO_THIS_WITH_TASK. F. EAAS Instances sends NEW_TASK message to MR PIM.

Correct Answer: B,C,E

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Question 6

Which four tools should be taken into consideration for Troubleshooting ECE issues? (Choose four.)

A. Service Activity Monitor B. Router Email and Chat Viewer C. ECE Agent toolkit Monitor D. Activity Audit E. ECE LiteAgent F. Service Process Monitor G. Cisco Email and Chat Analyzer H. Service Instance Monitor

Correct Answer: A,F,G,H

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Cisco Implementing Cisco Contact Center Enterprise Chat and Email - 500-445 Exam Practice Test