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Cisco 500-052 Exam Topics:
| Section | Weight | Objectives |
|---|---|---|
| Design a Cisco Unified Contact Center Express System Deployment | 32% | - Perform customer capacity planning - Determine customer required features - Evaluate and recommend different configuration option - Identify available configuration and ordering tools |
| Implement a Cisco Unified Contact Center Express System | 40% | - Describe the process for installing Cisco UCCX software and hardware - Describe the process to configure Cisco UCCX software and the provisions users need to meet customer requirements - Describe the process of using the Cisco UCCX Application Editor - Examine the Cisco Business Edition 6000 competitive landscape |
| Operate a Cisco Unified Contact Center Express System | 28% | - Identify basic Cisco UCCX user tasks - Identify processes and tools available for troubleshooting Cisco UCCX - Identify processes and tools available for monitoring system operations in Cisco UCCX - Identify processes and tools available for patching, upgrading systems, and license additions for Cisco UCCX |
Deploying Cisco Unified Contact Center Express 500-052 Exam
Deploying Cisco Unified Contact Center Express 500-052 Exam which is related to Cisco IP Contact Center Express Specialist certification. This exam validates the ability to perform customer capacity planning to determine customer required features and evaluate and recommend different configuration options. It also deals with the ability to examine the Cisco business edition 6000 competitive landscape and identify processes and tools available for monitoring system operations in Cisco UCCXD. Software Engineers, Contact Center Express Engineers and Support Personnel usually hold or pursue this certification and you can expect the same job role after completion of this certification.
NEW QUESTION # 13
Which action enables a contact center supervisor to access and monitor live data reports for multiple teams?
- A. Add the supervisor as a member of all the relevant teams.
- B. Assign the supervisor as primary supervisor for all the relevant teams.
- C. Assign the supervisor as primary superior for one of the teams and as secondary supervisor for other relevant teams.
- D. Take no action, because a supervisor cannot monitor more than one team.
Answer: C
Explanation:
Explanation
To enable a contact center supervisor to access and monitor live data reports for multiple teams, the administrator should assign the supervisor as primary supervisor for one of the teams and as secondary supervisor for other relevant teams. This way, the supervisor can view the live data reports for all the teams that he or she is associated with, either as primary or secondary supervisor. The supervisor can also switch between different teams in the Cisco Finesse desktop or the Cisco Unified Intelligence Center (CUIC) web interface. For more information on how to assign primary and secondary supervisors for teams, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX Application Configuration, Section: Teams.
The following actions will not enable a contact center supervisor to access and monitor live data reports for multiple teams:
Take no action, because a supervisor cannot monitor more than one team: This is incorrect, because a supervisor can monitor more than one team if he or she is assigned as primary or secondary supervisor for those teams. Taking no action will prevent the supervisor from accessing and monitoring live data reports for any team.
Assign the supervisor as primary supervisor for all the relevant teams: This is not recommended, because a primary supervisor is responsible for managing and coaching the agents in a team, and having multiple primary supervisors for the same team can cause confusion and conflict. A team should have only one primary supervisor and optionally one or more secondary supervisors. A secondary supervisor can access and monitor live data reports for a team, but cannot perform other supervisory tasks, such as barge-in, intercept, or chat with agents.
Add the supervisor as a member of all the relevant teams: This is not possible, because a supervisor cannot be a member of a team. A team consists of agents who handle customer contacts, and a supervisor who oversees the performance and activities of the agents. A supervisor can be associated with one or more teams, but cannot be part of a team. References:
Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1)
[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 1: Cisco Unified CCX Overview, Lesson 2: Cisco Unified CCX User Roles and Capabilities, Topic: Supervisor Role
NEW QUESTION # 14
Which tool is used to estimate the hardware server resources that are required for a Cisco Unified CCX deployment?
- A. CTI Port Calculator
- B. Cisco Unified Communications Sizing Tool
- C. IPC Resource Calculator
- D. Cisco Unified CCX Applications Administration
Answer: B
NEW QUESTION # 15
Which tool allows partners to perform these actions?
a) validate all parameters (for example, number of inbound agents, number of inbound and outbound IVR ports, etc.) of a target Cisco Unified CCX configuration) b) recommend servers based on the validated configuration (a prerequisite for the Cisco assessment-to- quality bid assurance process)
- A. Cisco Unified Communications Sizing Tool
- B. Cisco Unified CCX Sizing Tool
- C. Cisco Solution Expert Tool
- D. Cisco Unified Expert Advisor Tool
Answer: A
NEW QUESTION # 16
Which tab on the Cisco Finesse agent desktop hosts the gadget for agents to accept or initiate a call?
- A. The Manage Customer tab hosts the gadget.
- B. The gadget to initiate or accept a call is common and is not tied to a specific tab.
- C. The Home tab hosts the gadget.
- D. The My Statistics tab hosts the gadget.
Answer: A
NEW QUESTION # 17
How many languages can be installed for the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD)?
- A. one language for the CAD and a different language for the CSD
- B. two languages for the CAD and one language for the CSD
- C. one language for both the CAD and the CSD
- D. two languages for both the CAD and the CSD
Answer: D
Explanation:
Explanation
The Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD) can be installed with two languages each. The languages are selected during the installation process and can be changed later by running the Postinstall.exe utility. The CAD and the CSD can have different languages installed, as long as they are supported by the Cisco Unified Contact Center Express (UCCX) system. The supported languages are listed in the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide. References: Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1) - Install Cisco Agent Desktop, Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1) - Install Cisco Supervisor Desktop
NEW QUESTION # 18
Which option enables you to monitor previous agent seat license usage?
- A. port-monitoring tool in Cisco Unified Communications Manager Real-Time Monitoring Tool
- B. overall Cisco Unified CCX stats in Cisco Unified Communications Manager Real-Time Monitoring Tool
- C. traffic analysis historical report
- D. port and agent seat utilization historical report in Cisco Unified Intelligence Center
Answer: D
NEW QUESTION # 19
What information from the first node is used as the secret key during second node installation?
- A. IP address
- B. administrator password
- C. application user password
- D. security password
Answer: D
Explanation:
Section: (none)
NEW QUESTION # 20
Which tool allows partners to perform these actions?
a) validate all parameters (for example, number of inbound agents, number of inbound and outbound IVR ports, etc.) of a target Cisco Unified CCX configuration) b) recommend servers based on the validated configuration (a prerequisite for the Cisco assessment-toquality bid assurance process)
- A. Cisco Unified CCX Sizing Tool
- B. Cisco Unified Communications Sizing Tool
- C. Cisco Solution Expert Tool
- D. Cisco Unified Expert Advisor Tool
Answer: A
Explanation:
Explanation
The Cisco Unified CCX Sizing Tool is a web-based tool that allows partners to validate the parameters of a target Cisco Unified CCX configuration, such as the number of inbound agents, the number of inbound and outbound IVR ports, the number of historical reporting users, and so on. The tool also recommends servers based on the validated configuration, which is a prerequisite for the Cisco assessment-to-quality bid assurance process. The tool can be accessed from the Cisco Unified CCX Partner Central1. The tool helps partners to design a Cisco Unified CCX system that meets the customer requirements and avoids oversizing or undersizing the system. References := Cisco Unified CCX Partner Central
NEW QUESTION # 21
Which three of the following tasks can be performed using Cisco Unified Real-Time Monitoring Tool?
(Choose three.)
- A. stop and start Cisco Unified CCX services
- B. view syslog messages
- C. perform backup and restore functions
- D. collect trace files
- E. monitor the health of the Cisco Unified CCX system
Answer: B,D,E
Explanation:
Explanation
Cisco Unified Real-Time Monitoring Tool (RTMT) is a software application that allows administrators and supervisors to monitor and troubleshoot the Cisco Unified CCX system in real-time. RTMT can perform the following tasks:
Collect trace files: Trace files are logs that contain detailed information about the activities and events of the Unified CCX components, such as services, engines, and applications. RTMT can collect and view trace files from various default viewers that exist in the tool, such as Call Trace, Session Trace, and Audit Log Viewer. RTMT can also download trace files from the server to the local client for further analysis. For more information on how to collect trace files using RTMT, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Trace and Log Central.
View syslog messages: Syslog messages are logs that contain information about the system events and errors of the Unified CCX components, such as services, engines, and applications. RTMT can view syslog messages in SysLog Viewer, which is a plug-in that runs as a separate application from RTMT. SysLog Viewer can filter, search, and export syslog messages from the server. For more information on how to view syslog messages using RTMT, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: SysLog Viewer.
Monitor the health of the Cisco Unified CCX system: RTMT can monitor the real-time behavior and performance of the Unified CCX components, such as services, engines, and applications.
RTMT can monitor a set of predefined management objects that indicate the health of the system, such as CPU usage, memory usage, disk usage, and networkstatistics. RTMT can also generate various alerts, in the form of emails or SNMP traps, for objects when values go over or below user-configured thresholds. For more information on how to monitor the health of the Cisco Unified CCX system using RTMT, see the Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2), Chapter: Real-Time Monitoring.
The following tasks cannot be performed using RTMT:
Stop and start Cisco Unified CCX services: Cisco Unified CCX services are processes that run on the Unified CCX server and provide various functions and features, such as Unified CCX Engine, Unified CCX Administration, Unified CCX Database, and Unified CCX Notification Service.
RTMT cannot stop and start Cisco Unified CCX services, but it can monitor their status and view their logs and trace files. To stop and start Cisco Unified CCX services, use the Cisco Unified CCX Serviceability web interface and navigate to Tools > Control Center - Network Services. For more information on how to stop and start Cisco Unified CCX services, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Control Center - Network Services.
Perform backup and restore functions: Backup and restore functions are operations that allow administrators to backup and restore the data and configuration of the Unified CCX system, such as database, recordings, scripts, and prompts. RTMT cannot perform backup and restore functions, but it can monitor the status and progress of these operations. To perform backup and restore functions, use the Disaster Recovery System (DRS) web interface and navigate to Backup
> Manual Backup or Restore > Restore Wizard. For more information on how to perform backup and restore functions, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX Disaster Recovery System, Section:
Backup and Restore. References:
Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1) Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2) Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1)
[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]4
NEW QUESTION # 22
Which three tasks are required to deploy a Cisco Unified Contact Center Express application? (Choose three.)
- A. specify the maximum number of sessions
- B. configure default session timeout
- C. restart the Cisco Unified CCX Engine
- D. create a trigger
- E. upload script to repository
Answer: A,D,E
NEW QUESTION # 23
In Cisco Unified Contact Center Express Serviceability, what is the status of the database subsystem on the Control Center page, if the database subsystem in not configured?
- A. not configured
- B. shut down
- C. out of service
- D. partial service
Answer: A
NEW QUESTION # 24
A preview outbound dialer uses which source and destination resources?
- A. the personal line of the agent to the customer
- B. a CTI port the customer
- C. the ACD line of the agent to the customer
- D. a CTI port the agent this is redirected to the customer
Answer: C
NEW QUESTION # 25
You should perform which three options when troubleshooting a Cisco Unified CCX engine "Java out of memory" crash? (Choose three.)
- A. Check to see if the customer has installed any third-party applications.
- B. Collect heap dumps via the Cisco Unified Real-Time Monitoring Tool.
- C. Check the Cisco Unified CCX Serviceability Control Center.
- D. Talk to the customer about the deployment and usage pattern.
- E. Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool.
Answer: B,D,E
Explanation:
Section: (none)
NEW QUESTION # 26
Why are CSQs associated to the team definition?
- A. It allows the associated supervisors to make modifications to the CSQ.
- B. It designates which CSQ information to display on the supervisor desktop.
- C. It is informational and is used for historical reporting only.
- D. It allows agents to be a part of the CSQ.
Answer: D
NEW QUESTION # 27
In a typical Cisco Unified CCX agent web chat deployment for an online retail shop, Cisco Social- Miner can be deployed in which location?
- A. corporate network
- B. Internet
- C. wherever the Cisco Unified UCCX server is deployed
- D. demilitarized zone
Answer: D
Explanation:
Explanation
In a typical Cisco Unified CCX agent web chat deployment for an online retail shop, Cisco SocialMiner can be deployed in the demilitarized zone (DMZ). The DMZ is a network segment that lies between the Internet and the corporate network, and it provides a layer of security and isolation for the servers that are exposed to the public. Cisco SocialMiner is a server that enables social media customer care by capturing and routing social contacts from various sources, such as web chat, email, Twitter, and Facebook. By deploying Cisco SocialMiner in the DMZ, the online retail shop can offer web chat services to its customers without exposing the Cisco Unified CCX server or the agent desktops to the Internet. Cisco SocialMiner acts as a proxy between the web chat clients and the Cisco Unified CCX server, and it communicates with the Cisco Unified CCX server using a secure HTTPS connection. The web chat clients can access Cisco SocialMiner using a public URL, and Cisco SocialMiner can also access external social media sources if needed. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 2:Implement a Cisco Unified Contact Center Express System - Lesson
2: Implement Cisco Unified CCX Web Chat - Topic: Cisco Unified CCX Web Chat Deployment Model
NEW QUESTION # 28
The Cisco Unified Contact Center Installer automatically installs which two features on the Cisco Unified
Contact Center Express server? (Choose two)
- A. Workforce Management
- B. Cisco Unified Communications Manager
- C. IVR System Prompts
- D. Cisco Supervisor Desktop
- E. Cisco Unified Communications Operating System
Answer: C,E
NEW QUESTION # 29
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. 200 seats
- B. 180 seats
- C. 150 seats
- D. 250 seats
Answer: B
Explanation:
Explanation
The number of premium seats required for a Cisco Unified Contact Center Express system is based on the maximum number of logged in agents plus the number of IVR and email ports needed. In this case, the maximum number of logged in agents is 150, the number of IVR ports needed for outbound calls is
30, and the number of email ports needed for email agents is 20. Therefore, the total number of premium seats required is 150 + 30 + 20 = 180 seats. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson 1: Cisco Unified Contact Center Express Product Overview - Topic: Cisco Unified CCX Product Packages1
NEW QUESTION # 30
In a high availability over WAN deployment, which option cannot be across the WAN from the active Cisco Unified CCX site?
- A. SMTP server
- B. enterprise database
- C. wallboard server
- D. ASR or TTS servers
Answer: D
Explanation:
Explanation
In a high availability over WAN deployment, the ASR or TTS servers cannot be across the WAN from the active Cisco Unified CCX site. This is because the ASR or TTS servers require a low latency connection to the Unified CCX engine, and the WAN link may introduce delays or packet loss that can affect the quality and performance of the speech recognition or text-to-speech services. Therefore, the ASR or TTS servers must be co-located with the active Unified CCX site, and they must fail over to the standby site if the active site goes down. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson
4: High Availability and Network Design - Topic: Unified CCX High Availability over WAN1
NEW QUESTION # 31
Why are CSQs associated to the team definition?
- A. It designates which CSQ information to display on the supervisor desktop.
- B. It allows agents to be a part of the CSQ.
- C. It allows the associated supervisors to make modifications to the CSQ.
- D. It is informational and is used for historical reporting only.
Answer: A
Explanation:
Explanation
CSQs are associated to the team definition to designate which CSQ information to display on the supervisor desktop. The supervisor desktop allows the supervisor to monitor and manage the agents and the CSQs that are assigned to the team. The supervisor can view the real-time statistics, historical reports, and chat transcripts of the CSQs that are associated to the team. The supervisor can also change the skill competency level of the agents for the CSQs that are associated to the team1, page 2-3, 2, page 2-5, 3, page 2-6. References: Cisco Unified Contact Center Express Features Guide, Release 12.5 (1), Cisco Finesse Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5 (1), Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0 (1)
NEW QUESTION # 32
Which three Cisco Unified Contact Center Express Application Administration tasks may be performed by a supervisor who does not have administrative privilege? (Choose three.)
- A. Delete a resource group.
- B. Delete a skill
- C. Create a resource.
- D. Modify the skill competence level of an agent.
- E. Enable automatic work on a CSQ.
- F. Remove a skill from a CSQ.
Answer: D,E,F
NEW QUESTION # 33
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. Agents can log in to Finesse IPPA with Cisco Unified CCX deployed using a Standard license.
- C. An agent can sign in to Finesse IPPA and initiate call recording.
- D. A supervisor can sign in to Finesse IPPA and initiate call recording.
- E. An agent using Finesse IPPA can enter Not Ready, Sign-out, and Wrap-up reasons.
Answer: B,D,E
NEW QUESTION # 34
Which Cisco Unified Contact Center Express platform set supports the use of an embedded Internet browser within the Cisco Agent Desktop?
- A. Enhanced and Premium only
- B. Premium only
- C. Cisco Unified Contact Center Express does not support an embedded Internet browser
- D. Standard, Enhanced, and Premium
Answer: B
NEW QUESTION # 35
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