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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. Customer XYZ has deployed Bring your own PSTN option to route calls to his Webex Contact Center environment. Callers calling in are reporting getting a reorder tone followed by a call drop.
Which action helps to identify the cause of the issue?

A) Check the SIP trunk status on the customer's Session Border Controller.
B) Verify that the Webex Contact Center channels are associated.
C) Review the Webex Contact Center Queues configuration.
D) Review the Webex Contact Center Analyzer that checks the call logs.

2. The Webex app can be accessed from the Agent Desktop to allow agents to communicate with fellow agents, supervisors, or SMEs. Which two parameter-value combinations are required in the Desktop Layout for the Webex app to be displayed? (Choose two.)

A) "webexAppEnabled":true
B) "webexApp": {"enabled": true}
C) "comp": "agentx-webex"
D) "comp": "webex-app"
E) "desktopChatApp": {"webexConfigured": true}

3. An administrator configures Webex Experience Management surveys after customer calls.
Customers report that surveys are not triggered when agents transfer calls internally between queues. What is the MOST likely reason for this behavior?

A) Survey templates are limited to outbound calls
B) Queue transfers disable post-call events globally
C) Experience Management requires UCCX integration
D) Internal transfers terminate the original contact flow context

4. A customer requires secure remote access for mobile Webex users without deploying VPN clients. Which Cisco architecture supports this requirement?

A) MPLS Layer 3 VPN
B) CUCM Extension Mobility
C) HSRP gateway redundancy
D) Expressway Mobile and Remote Access

5. A Webex Contact Center manager wants to synchronize Webex App presence states with the Webex Contact Center Agent Desktop to improve agent efficiency. Also, the manager wants the Agent Desktop to automatically switch to the already configured the "WebexAppCall" Webex Contact Center idle state when an agent is engaged in a non-Webex Contact Center call on the Webex App. Which three actions must be taken to meet these requirements? (Choose three.)

A) Map the "Outgoing Call" Webex Availability State to the "WebexAppCall" Webex Contact Center Idle code under Desktop > Webex App configuration.
B) Enable "Webex App Integration" under Desktop > Webex App configuration.
C) Enable "State Synchronization" under Desktop > Webex App configuration.
D) Map the "On a Call" Webex Availability State to the "WebexAppCall" Webex Contact Center Idle code under Desktop > Webex App configuration.
E) Add the "WebexAppCall" Webex Contact Center Idle code to a desktop layout and assign it to the team that agents are part of.
F) Enable "State Synchronization" under Collaboration > Webex App in the Desktop Profile that will be used by agents.

Solutions: