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Cisco 300-830 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Troubleshoot voice channels configuration mismatches
- Configure infrastructure components to route voice calls within Webex Contact Center flows
|
| Topic 2: Tenant Configuration and Reporting | 30% | - Analyze real-time and historical dashboards to isolate operational constraints - Configure Webex Contact Center users and identity records - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure multi-tier customer experience variables and thresholds - Describe network requirements for Webex Contact Center systems - Describe Webex Contact Center reporting analytics and data visibility tracking |
| Topic 3: Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
| Topic 4: Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Implement webhooks and developer APIs to support external database queries
|
Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:
Question 1
As per the policy, the business requires explicit permission from the caller before any interaction can be recorded in the contact center. To manage this, the flow includes a Menu IVR activity that presents recording consent options to the caller. The caller's choice is logged and then passed as input to the Recording Control activity element of the flow. Which two statements are true based on the functionality and rules of the Recording Control activity? (Choose two.)
A. If the caller provides explicit consent as Yes, but their call is handled by an agent whose specific recording schedule is set to No, the call is not recorded.
B. If the user doesn't provide any consent or response to the activity, then the call is not recorded, regardless of the recording configuration set at the tenant, queue, or recording schedule level.
C. If the Recording Control activity is temporarily removed from the flow, any call routed to the queue and presented to an agent is recorded, which overrides the tenant-level No setting if the specific queue-level setting is set to Yes.
D. If the caller provides explicit consent as Yes in the flow, then the call is recorded, even when the recording configuration is set to 'No' at the tenant, queue, or recording schedule level.
E. If the caller reaches the queue but explicitly declines consent, the call is still recorded because the recording configuration for the whole tenant is set to Yes.
Question 2
A deployment engineer must ensure that Webex Calling traffic receives priority treatment across the enterprise WAN. Which QoS approach is recommended?
A. DSCP EF for voice media
B. Random Early Detection only
C. Best-effort forwarding
D. NAT prioritization
Question 3
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. Callback retry interval and queue backlog
B. Queue wait threshold
C. SIP registration expiration timer
D. Agent idle timeout
Question 4
A user has the agent role and plans to sign in to Cisco Webex Contact Center desktop. Which system meets the requirements for WebRTC as the agent phone device?
A.
B.
C.
D. 
Question 5
A supervisor within your organization must be able to record agent desktop screens with call audio to enhance application usage and process compliance during customer interactions in Webex Contact Center. Which two functionalities must the administrator configure to ensure that the feature is properly set up and working correctly? (Choose two.)
A. Quality Management license
B. Webex Connect Platform
C. Custom Connectors to Conversation Intelligence platforms
D. Calabrio ONE solution
E. Webex Workforce Optimization (WFO)
Solutions:
| Question 1 Answer: C,D | Question 2 Answer: A | Question 3 Answer: A | Question 4 Answer: C | Question 5 Answer: A,E |
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