Score Higher on Verified 500-052 | Deploying Cisco Unified Contact Center Express Exam Questions with Answers

Cisco Unified CCX Premium is the product that the organization needs for the capability of collecting an account number from a customer via IVR prompting, and then using a keystroke macro to insert the account number into the agent’s CRM desktop application. Cisco Unified CCX Premium is the highest-level package of Cisco Unified CCX, which offers the most features and functions for customer contact interaction management. Cisco Unified CCX Premium supports advanced IVR capabilities, such as database integration, custom scripting, and HTTP-based data exchange, which enable the organization to collect and validate customer information from various sources. Cisco Unified CCX Premium also supports CTI integration, which allows the organization to use keystroke macros to automate the interaction between the agent desktop and the CRM desktop application. Keystroke macros can help the organization to improve agent productivity, customer satisfaction, and data accuracy, by reducing the need for manual data entry and lookup. Cisco Unified CCX Premium also supports outbound campaigns, email and chat interactions, quality management, and workforce management, which are not available in the lower-level packages of Cisco Unified CCX. Cisco Unified CCX Standard and Enhanced do not support the capability of using keystroke macros to insert the account number into the agent’s CRM desktop application, as they do not support CTI integration. Cisco Unified CCX Enterprise is not a valid product name, as Cisco Unified CCX is only available in Standard, Enhanced, and Premium packages. Cisco Unified IP IVR is not a product name, but a feature of Cisco Unified CCX, which provides basic IVR functionality, such as call routing, queuing, and self-service. References: Cisco Unified Contact Center Express 11.6 Data Sheet - Cisco1 Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Learning Tree2 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 2: Unified CCX Product Overview, Section 2.1: Unified CCX Product Packages, Page 1

The two steps that check out a database connection from the connection pool are DB Read and DB Write. The DB Read step executes a SQL query on a database and returns the result in a ResultSet variable. The DB Write step executes a SQL update, insert, or delete statement on a database and returns the number of rows affected. Both steps require a database connection to perform their operations. The database connection is checked out from the connection pool when the step is executed and checked back in when the step is completed1, pages 4-8 and 4-9. The following steps do not check out a database connection from the connection pool:

• DB Get: This step retrieves a database connection from the connection pool and stores it in a DB Connection variable. The step does not execute any SQL statement on the database. The database connection remains checked out until it is explicitly released by the DB Release step1, page 4-7.
• DB Release: This step releases a database connection that was previously checked out by the DB Get step. The step does not execute any SQL statement on the database. The database connection is returned to the connection pool and becomes available for other steps to use1, page 4-10. References: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.6(2)

 To support presence integration, an administrator must perform the following tasks on Cisco Desktop Administrator:

• Assign a contact list to a workflow group: A contact list is a collection of subject matter experts (SMEs) who can assist agents with customer inquiries. A workflow group is a logical grouping ofagents who share the same configuration settings, such as workflows, reason codes, phone books, and contact lists. By assigning a contact list to a workflow group, the administrator enables the agents in that group to see the presence status of the SMEs in the contact list and initiate chat sessions with them.
• Assign an SME to a contact list: An SME is a person who has expertise in a specific domain or topic and can provide assistance to agents or customers. An SME can be an internal or external user who is registered with Cisco Unified Presence. By assigning an SME to a contact list, the administrator adds the SME’s contact information, such as name, phone number, and email address, to the contact list. The administrator can also specify the SME’s availability schedule and skills. References:
• Cisco Unified Contact Center Express Design Guide, Release 10.0 (1) - Presence Integration1
• Cisco Desktop Administrator User Guide - Cisco Unified Presence Settings2
• Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 3: Cisco Unified CCX Agent and Supervisor Desktop Options