Administering Cisco Contact Center Enterprise (CCEA) (500-442)

Exam Code: 500-442

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Exam Description: Administering Cisco Contact Center Enterprise (CCEA 500-442) is a 90-minute exam associated with the Unified Contact Center Enterprise Specialization requirements for Systems Engineers. This exam tests a candidate's knowledge of basic calls and agent settings, CCE configuration and implementation, advanced configuration, advanced features, and reporting.The courses Understanding Cisco Contact Center Enterprise Foundations, and Administering Cisco Contact Center Enterprise help candidates to prepare for this exam.

Topic Ares:

1.0 Overview-20%

1.1 Understand Contact Center basics

1.2 Describe CCE components and architecture

1.3 Explain call flow

1.4 Describe access tools

2.0 Basic Calls and Agent settings-20%

2.1 Deploy basic call settings

2.2 Build basic ICM scripts

2.3 Configure basic agent functionality

2.4 Configure basic call treatment

3.0 Configuration and Implementation-20%

3.1 Implement precision routing

3.2 Configure agent teams and supervisors

3.3 Utilize Finesse administration tool

4.0 Advanced Configuration-20%

4.1 Implement VXML applications

4.2 Configure roles and departments

4.3 Configure RONA support

5.0 Advanced Features-10%

5.1 Understand CCE features beyond default

6.0 Reporting-10%

6.1 Utilize CUIC.

?Pass rate for this exam is 70%, that means you should answer 35?questions correctly out of 50. Please note we provide you total 59 Questions & Answers for your perusal?.

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