cisco 500-052 online test

Deploying Cisco Unified Contact Center Express

What students need to know about the 500-052 exam

  • Total 89 Questions & Answers

Question 1

In Cisco Unified Contact Center Express, where is wrap-up data enabled?

  • A. in the Cisco Supervisor Desktop
  • B. in CSQ configuration on Application Administration
  • C. in workflow groups on Cisco Desktop Work Flow Administrator
  • D. in resource configuration on Application Administration
Answer:

C

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Question 2

What is the maximum number of concurrent agent web chat sessions that are supported on the highest class server?

  • A. 75
  • B. 25
  • C. 50
  • D. 120
Answer:

C

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Question 3

Which Cisco Unified Contact Center Express platform set supports the use of an embedded Internet browser within the
Cisco Agent Desktop?

  • A. Premium only
  • B. Enhanced and Premium only
  • C. Standard, Enhanced, and Premium
  • D. Cisco Unified Contact Center Express does not support an embedded Internet browser
Answer:

A

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Question 4

Which phones must be associated to the RmCm application user account?

  • A. all phones
  • B. none, because that user account is not used for phone association
  • C. only agent phones that are used with the Cisco Finesse agent desktop
  • D. only Cisco Finesse IPPA phones
Answer:

C

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Question 5

Which three tasks can an agent perform on the Cisco Agent Desktop? (Choose three.)

  • A. chat with an SME
  • B. send an email to an SME
  • C. send enterprise data to an SME
  • D. transfer a call to an SME
  • E. start a Cisco WebEx session with an SME
Answer:

A C D

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Question 6

Which two releases require physical media to be ordered and received prior to patching or upgrading Cisco Unified Contact
Center Express? (Choose two.)

  • A. minor release
  • B. major release
  • C. service update
  • D. engineering special
Answer:

A B

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Question 7

If you use skills-based routing, where is the agent selection criteria defined?

  • A. in the Contact Service Queue definition
  • B. in the Resource definition
  • C. in the Skill definition
  • D. in the Skill Group definition
Answer:

A

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Question 8

You should perform which three steps when troubleshooting a Cisco Unified Contact Center Express engine "Java out of
memory" crash? (Choose three.)

  • A. Collect the thread dump for Cisco Unified CCX Engine
  • B. Check to see if the customer has installed any third party applications
  • C. Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool.
  • D. Collect heap dumps via the Cisco Unified Real-Time Monitoring Tool
  • E. Talk to the customer about the deployment and usage pattern.
  • F. Check the Cisco Unified CCX Serviceability Control Center
Answer:

C D E

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Question 9

Which three tasks can an agent perform using email? (Choose three.)

  • A. save the response as a draft
  • B. send the response to the supervisor for review
  • C. transfer the email to another CSQ
  • D. transfer the email to another agent
  • E. mark the email as urgent
  • F. mark the email as junk
Answer:

A B C

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Question 10

In Cisco Unified Contact Center Express, when a variable in the application editor is defined as a parameter, which
statement is true?

  • A. The variable can be used to pass data to and from subflows.
  • B. The value for that variable can be supplied through the Application Management menu in Cisco Unified CCX Administration.
  • C. The value for that variable is defined by the calling application.
  • D. The variable can be used in conditional steps.
  • E. The variable can be used to pass data to and from VoiceXML applications.
Answer:

B

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