500-443 Cisco Advanced Administration and Reporting of Contact Center Enterprise Exam

Associated Certification: Advanced Unified Contact Center Enterprise Specialization requirements for Deployment Engineers
Duration: 90 minutes
Languages: English

Exam overview
This exam tests a candidate’s knowledge of PCCE architecture and components, advance scripting and data exchange, CUCM initiated call flows, advanced configuration, tools, and reporting.

Exam Description:
Advanced Administration and Reporting of Contact Center Enterprise (CCEAAR 500-443) is a 90-minute exam associated with the Advanced Unified Contact Center Enterprise Specialization requirements for Deployment Engineers. This exam tests a candidate’s knowledge of PCCE architecture and components, advance scripting and data exchange, CUCM initiated call flows, advanced configuration, tools, and reporting. The courses Administering Advanced Cisco Contact Center Enterprise, and Reporting Cisco Contact Center Enterprise help candidates to prepare for this exam.

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Exam topics
The following topics are general guidelines for the content likely to be included on the exam. However, other related topics may also appear on any specific delivery of the exam. In order to better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.

20% 1.0 Overview
1.1 Understand architecture and components
1.2 Understand PCCE protocols
1.3 Explain PCCE call flow
1.4 Describe PCCE access

15% 2.0 Advanced Scripting and Data Exchange
2.1 Understand CCE Data Exchange
2.2 Describe Call Studio Scripting
2.3 Build CCE Scripting

15% 3.0 CUCM Initiated Call Flows
3.1 Understand transfer types
3.2 Utilize CVP Call Flow models

20% 4.0 Advanced Configuration
4.1 Deploy Finesse gadgets
4.2 Implement mobile agents
4.3 Implement PCS

10% 5.0 Tools
5.1 Implement Bulk import tool

10% 6.0 Reporting
6.1 Understand CUIC foundations
6.2 Utilize CUIC administration and operations console
6.3 Describe CUIC attributes
6.4 Utilize CUIC customization report

QUESTION 1
What should a Call Type be mapped to for successful call routing?

A. Routing Client
B. Scheduled Script
C. Dialed numbed
D. Default Label

Answer: A

Explanation:
A Call Type is mapped to a Routing Client, which is a logical representation of a device that can
receive and process routing requests from the CCE system. Reference = Advanced Administration and
Reporting of Contact Center Enterprise (CCEAAR), page 2

QUESTION 2
Which device access is needed to manage agent phones for UCCE/PCCE?

A. CUCM Admin
B. CCE Web Admin tool
C. Config Manager tool
D. Finesse Admin

Answer: A

Explanation:
A CUCM Admin access is needed to manage agent phones for UCCE/PCCE, as it allows the
administrator to configure device pools, partitions, calling search spaces, and other settings for the
agent phones. Reference = Administering Advanced Cisco Contact Center Enterprise (CCEAA), page 4

QUESTION 3
Which two components exchange data between Expanded Call Context Variables? (Choose two.)

A. CCE and Finesse
B. CVP and Finesse
C. Finesse and VXML Server
D. CUCM and PCCE
E. CCE and CVP

Answer: B, E

Explanation:
B CVP and Finesse exchange data between Expanded Call Context Variables, as CVP can pass ECC
variables to Finesse through the User to User Information (UUI) field in the SIP header. E CCE and
CVP exchange data between Expanded Call Context Variables, as CCE can pass ECC variables to CVP
through the Peripheral Interface Manager (PIM) or the VRU Peripheral Gateway (VPG) depending on
the deployment model. Reference = Advanced Administration and Reporting of Contact Center
Enterprise (CCEAAR), page 6; [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 23

QUESTION 4
Which two call transfers are supported in PCCE Deployments? (Choose two.)

A. SRTP Refer
B. Release VXML Trunk Transfer
C. CCE Managed Transfer
D. CUCM Destination Transfer
E. SIP Refer

Answer: C, E

Explanation:
C CCE Managed Transfer is supported in PCCE Deployments, as it allows the agent to transfer a call to
another agent or skill group within the same PCCE system using the Finesse desktop. E SIP Refer is
supported in PCCE Deployments, as it allows the agent to transfer a call to an external destination
using the SIP Refer method. Reference = [Cisco Unified Contact Center Enterprise Features Guide,
Release 12.5(1)], page 43; [Cisco Unified Contact Center Enterprise Solution Reference Network
Design (SRND), Release 12.5(1)], page 101

QUESTION 5
What is the role of CVP in UCCE/PCCE?

A. interface between CUBE and UCCE/PCCE
B. queuing and self-service IVR
C. call routing brain of PCCE/UCCE
D. plays IVR Prompts to Callers

Answer: B

Explanation:
The role of CVP in UCCE/PCCE is queuing and self-service IVR, as it provides voice response
applications that can interact with callers, collect information, and queue calls for treatment by
agents or other destinations. Reference = [Cisco Unified Contact Center Enterprise Solution
Reference Network Design (SRND), Release 12.5(1)], page 9