2024 Latest 500-052 dumps Exam Material with 90 Questions [Q34-Q53] – Unlimited Lifetime Access Free Exams PDF

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2024 Latest 500-052 dumps Exam Material with 90 Questions

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Cisco UCXD 500-052 Exam Overview

Exam 500-052 is available in two formats written or online. It contains 45-55 multiple choice questions with a total running time of 60 minutes. After its completion, you will receive a report along with the scores obtained in each section and the pass mark required for this exam. Also you will earn the Deploying Cisco Unified Contact Centre Express certification which is valid for 3 years.

QUESTION 34
Which three components are installed from the Cisco CRS Installer media? (Choose three.)

iPlanet Web Server

Cisco CRS Engine

Cisco Recording

Cisco IP Telephony Windows 2000 Server OS

Cisco Unified CallManager

MS SQL Server

QUESTION 35
What is the maximum number of contacts that Cisco Finesse supports in a phone book?

2000

1500

500

300

QUESTION 36
Which three operations can be performed within the Cisco Finesse IP Phone Age (IPPA)? (Choose three.)

A supervisor can use Finesse IPPA to act as an agent and accept calls.

An agent can sign in to Finesse IPPA and initiate call recording.

A supervisor can sign in to Finesse IPPA and initiate call recording.

An agent using Finesse IPPA can enter Not Ready, Sign-out, and Wrap-up reasons.

Agents can log in to Finesse IPPA with Cisco Unified CCX deployed using a Standard license.

Explanation
The three operations that can be performed within the Cisco Finesse IP Phone Agent (IPPA) are:
A). A supervisor can use Finesse IPPA to act as an agent and accept calls. This is true because Finesse IPPA does not support supervisor tasks such as monitor, barge, and intercept, but supervisors can sign in and perform all agent tasks on their IP Phones. To perform supervisor tasks for Finesse IPPA agents, supervisors must sign in to the Finesse desktop and follow the same steps that they use for the Finesse desktop agents1.
D). An agent using Finesse IPPA can enter Not Ready, Sign-out, and Wrap-up reasons. This is true because Finesse IPPA allows agents to change their state from Ready to Not Ready, sign out from the Finesse service, and apply wrap-up reasons after handling a call. Agents can select the appropriate reason codes from the list of available options on their IP Phones2.
E). Agents can log in to Finesse IPPA with Cisco Unified CCX deployed using a Standard license. This is true because Finesse IPPA is supported on all Cisco Unified CCX license packages, including Standard, Enhanced, and Premium. Agents can use Finesse IPPA regardless of the license package that is deployed on Cisco Unified CCX3.
The other options are not correct because:
B). An agent can sign in to Finesse IPPA and initiate call recording. This is false because Finesse IPPA does not support call recording. Agents cannot initiate, stop, or pause call recording from their IP Phones. Call recording is only supported on the Finesse desktop in the browser4.
C). A supervisor can sign in to Finesse IPPA and initiate call recording. This is false because Finesse IPPA does not support call recording. Supervisors cannot initiate, stop, or pause call recording from their IP Phones. Call recording is only supported on the Finesse desktop in the browser4.
References: 1: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) – IP Phone Agent [Cisco Finesse] – Cisco 2: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release12.5(1) – IP Phone Agent [Cisco Finesse] – Cisco 3: Cisco Unified Contact Center Express Solution Reference Network Design, Release
12.5(1) – Unified CCX Deployment Models [Cisco Unified Contact Center Express] – Cisco 4: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) – IP Phone Agent [Cisco Finesse] – Cisco

QUESTION 37
Which tab on the Cisco Finesse agent desktop hosts the gadget for agents to accept or initiate a call?

The My Statistics tab hosts the gadget.

The Home tab hosts the gadget.

The Manage Customer tab hosts the gadget.

The gadget to initiate or accept a call is common and is not tied to a specific tab.

QUESTION 38
Which two Cisco Unified CCX steps invoke another Cisco Unified CCX application script? (Choose two.)

CallSubflow step

On Exception Goto step

Trigger Application step

Connect step

QUESTION 39
Which three fields are used in defining a CSQ in Cisco Unified Contact Center Express Enhanced? (Choose three.)

Agent Name

WrapUp Time

Service Level

Overflow CSQ

Automatic Work

Unified CCX Application

QUESTION 40
What information from the first node is used as the secret key during second node installation?

administrator password

application user password

security password

IP address

QUESTION 41
Which option enables you to monitor previous agent seat license usage?

traffic analysis historical report

port and agent seat utilization historical report in Cisco Unified Intelligence Center

port-monitoring tool in Cisco Unified Communications Manager Real-Time Monitoring Tool

overall Cisco Unified CCX stats in Cisco Unified Communications Manager Real-Time Monitoring Tool

Explanation
The option that enables you to monitor previous agent seat license usage is port and agent seat utilization historical report in Cisco Unified Intelligence Center. This report provides information about the number of agent seats and IVR ports that are in use for a specified time period. You can use this report to track the peak and average utilization of agent seats and IVR ports, and compare them with the licensed capacity. You can also filter the report by node, license package, and date range.
The other options are not correct because:
traffic analysis historical report provides information about the call traffic and service level for each CSQ and application. It does not show the agent seat license usage.
port-monitoring tool in Cisco Unified Communications Manager Real-Time Monitoring Tool allows you to monitor the status and statistics of the voice gateway ports that are registered with Cisco Unified Communications Manager. It does not show the agent seat license usage.
overall Cisco Unified CCX stats in Cisco Unified Communications Manager Real-Time Monitoring Tool shows the overall status and performance of the Cisco Unified CCX system, such as the number of active calls, agents, sessions, triggers, and chat contacts. It does not show the previous agent seat license usage.
References: : [Cisco Unified Intelligence Center Report Customization Guide, Release 12.5(1) – Unified CCX Historical Reports [Cisco Unified Contact Center Express] – Cisco] : [Cisco Unified Contact Center Express Historical Reports User Guide, Release 12.5(1) – Chapter 4: Unified CCX Historical Reports [Cisco Unified Contact Center Express] – Cisco] : [Cisco Unified Serviceability Administration Guide, Release 12.5(1)SU3 – Real-Time Monitoring Tool [Cisco Unified Communications Manager (CallManager)] – Cisco] : [Cisco Unified Contact Center ExpressAdministration and Operations Guide, Release 12.5(1) – Monitor Unified CCX [Cisco Unified Contact Center Express] – Cisco]

QUESTION 42
In a Cisco Unified CCX application script, a number is read from an external database. The number must then be played out as part of a prompt. Which Cisco Unified CCX Editor step creates a new prompt that can play out the number?

Create Container Prompt

Create Generated Prompt

Create Language Prompt

Create Conditional Prompt

QUESTION 43
During runtime, when a valid SQL Query in a DB Read step returns 0 rows, which branch of the step will be executed?

Timeout

SQL Error

Successful

No Data

QUESTION 44
Which interface is used to configure debug parameters for log files?

System Parameters

Trace Configuration

Control Center

Datastore Control Center

QUESTION 45
What are the peripheral variables in the Set Enterprise Call Info step related to?

call variables

custom variables

script parameters that are passed from the application configuration

ECC variables

QUESTION 46
What are the peripheral variables in the Set Enterprise Call Info step related to?

call variables

custom variables

script parameters that are passed from the application configuration

ECC variables

QUESTION 47
An organization wants to collect an account number from a customer via IVR prompting Then the customer wants to use a keystroke macro to insert the account number into the account number field in the agent CRM desktop application. The keystroke macro will also initiate the CRM desktop application and execute a database lookup from the CRM database server, in order to retrieve the customer record
Which product provides these capabilities at the lowest cost?

Cisco Unified IP IVR

Cisco Unified CCX Standard

Cisco Unified CCX Enterprise

Cisco Unified CCX Premium

Cisco Unified CCX Enhanced

QUESTION 48
In the Expression Editor panel of Cisco Unified CCX Script Editor, what are three reasons to use the Java tab?
(Choose three.)

to invoke a specified method of a custom Java class

to reference a variable of a custom Java Object

to pass variables between two different workflows

to create an object for the purpose of executing methods on a remote computer

to get a reference to the Contact and Session states

to allow for arguments to be passed to a specified method

Explanation
The Expression Editor panel of Cisco Unified CCX Script Editor is a tool that allows you to create and edit expressions that can be used in the script steps. The Expression Editor panel has two tabs: Script and Java. The Script tab allows you to create expressions using the Cisco Unified CCX Expression Language, which is a subset of the Java language. The Java tab allows you to create expressions using the full Java language12 There are three reasons to use the Java tab in the Expression Editor panel:
To invoke a specified method of a custom Java class. A custom Java class is a user-defined class that extends the functionality of the Cisco Unified CCX Expression Language. You can create a custom Java class by using the Java Development Kit (JDK) and import it into the Cisco Unified CCX Script Editor.
You can then use the Java tab to invoke the methods of the custom Java class by using the dot notation. For example, if you have a custom Java class named MyMath that has a method named square, you can use the Java tab to invoke the square method on a variable x by using the expression MyMath.square(x)12 To reference a variable of a custom Java Object. A custom Java Object is an instance of a custom Java class that can be created and stored as a variable in the script. You can use the Java tab to reference the variable of a custom Java Object by using the dot notation. For example, if you have a custom Java Object named myObj that has a variable named name, you can use the Java tab to reference the name variable by using the expression myObj.name12 To allow for arguments to be passed to a specified method. An argument is a value that is passed to a method when it is invoked. You can use the Java tab to pass arguments to a specified method by using the parentheses notation. For example, if you have a method named add that takes two arguments x and y and returns their sum, you can use the Java tab to pass the arguments 3 and 5 to the add method by using the expression add(3, 5)12

QUESTION 49
Which tab on the Cisco Finesse agent desktop hosts the gadget for agents to accept or initiate a call?

The My Statistics tab hosts the gadget.

The Home tab hosts the gadget.

The Manage Customer tab hosts the gadget.

The gadget to initiate or accept a call is common and is not tied to a specific tab.

QUESTION 50
How is the default eMail address in the eMail Subsystem Configuration page used?

It receives all mail sent in the Send eMail step as a bcc.

It is the From address for emails sent by agents using Agent E-mail.

It is used if no email contact is specified in the Create eMail step.

It becomes the From address in the Send eMail step if no address is specified.

QUESTION 51
What is the maximum number of contacts that Cisco Finesse supports in a phone book?

2000

1500

500

300

QUESTION 52
Which tool is used to size Cisco Unified CCX?

Analysis Manager

Cisco Unified Communications Sizing Tool

Expert Advisor

Cisco Unified Real-Time Monitoring Tool

QUESTION 53
Which facility is provided to debug a Cisco Unified CCX script live with a real voice call?

Cisco Unified Contact Center Express Editor

Reactive Debugging

Accept Step

Proactive Debugging

Cisco 500-052 Exam Syllabus Topics:

Topic	Details
Topic 1	Operate a Cisco Unified Contact Center Express System
Topic 2	Implement a Cisco Unified Contact Center Express System
Topic 3	Design a Cisco Unified Contact Center Express System Deployment

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Cisco UCXD 500-052 Exam Overview

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