The INCRP of the Cisco Unified ICM system can function in which two implementations? (Choose two.)

A. Cisco Unified Contact Center Hosted Edition for communications to a customer instance (Cisco Unified ICM servers), to send and receive route requests

B. Cisco gatekeeper environments providing H.323 destination alias and endpoint translation

C. interconnecting different Cisco Unified Contact Center Enterprise solutions to send and receive route requests

D. an SS7 service control point with carrier intelligent networks

E. to communicate from a parent Cisco Unified ICM to a child or Cisco Unified System Contact Center Enterprise with the Gateway Peripheral Gateway

A Cisco Unified Contact Center Enterprise call center has a group of supervisors who handle supervisor assist calls from all agents, but do not take customer calls.

Which statement best describes how you would configure the supervisory assist function for all of the agents?

A. Define a dialed number for each agent team; create a routing script that uses the agent- to-agent node branch to another agent-to-agent node if the primary supervisor is not available.

B. Define a dialed number for each agent skill group; create a routing script that uses the agent-to-agent node.

C. Define a dialed number for each agent skill group; create a routing script that uses the agent-to-agent node; branch to another agent-to-agent node if the primary supervisor is not available.

D. Create a skill group to be used for supervisors; define a dialed number for each agent team; create a routing script that routes the agent to the LAA Select node for the supervisor skill group.

E. Create a skill group to be used for supervisors; define a dialed number for each agent skill group; create a routing script that routes the agent to the LAA Select node for the supervisor skill group.

When creating a new ICM call routing script, a palette tool is available with the icons available for use in the script. The available nodes are grouped into four tabs.

Which option is not one of those tabs?

A. General

B. Administrative

C. Routing

D. Targets

E. Queue

The Cisco Unified Contact Center Enterprise solution supports SIP-based trunks and services for inbound calls. In a SIP trunk deployment, which statement is true?

A. All inbound SIP calls must be delivered as G.711 with no compression.

B. Cisco requires the Cisco Unified Border Element to act as a Session Border Controller between the carrier SIP trunk and the customer voice network.

C. Cisco Unified IP IVR requires additional MTP resources in a SIP deployment.

D. Cisco Unified IP phones must use the SIP protocol, not SCCP, when used with SIP trunk services.

In Cisco Unified Communications Manager 8.0, how is locations-based Call Admissions Control configured?

A. System Menu Location option to define each location in the centralized call-processing model

B. Advanced Features Menu Geolocation Configuration option to define each location in the centralized call-processing model

C. Call Routing Menu Location option to define each location in the centralized call- processing model

D. Application Menu Geolocation Configuration option to define each location in the centralized call-processing model

Which item is not used in configuring a Cisco ICM VRU PIM on the Peripheral Gateway?

A. instance name

B. peripheral ID

C. VRU connection port

D. heartbeat interval

During the system functional test of a Cisco Unified Contact Center Enterprise solution, it was found that a few calls are failing on a translation route to VRU node. When you use the call tracer tool there are no failures.

Which two configuration items should be checked? (Choose two.)

A. Check to be sure that the initial CTI route point for the ICM dialed number is associated to the IP IVR JTAPI user.

B. Check to be sure that the CTI route point for the initial ICM dialed number is not associated to the IP IVR JTAPI user.

C. Check to be sure that the Translation Route CTI route points and CTI ports for IP IVR are associated to the PG JTAPI user.

D. Check to be sure that the Translation Route CTI route points and CTI ports for IP IVR are not associated to the PG JTAPI user.

Which Cisco Unified Contact Center Enterprise Script node is used to capture call flow data within the branches of the script and show the count in a report?

A. Call Type node

B. Run External Script node

C. Label node

D. Comment node

In the Cisco Unified Contact Center Enterprise solution, calls can be routed directly to agents.

In this script and agent-to-agent node, how is the agent selected?

A. The requested agent's name is stored in the Caller Entered Digits field for the call, and the system will select the agent by name.

B. The requested agent's login ID (number) is stored in the Caller Entered Digits field for the call, and the system will select the agent by number.

C. The requested agent must be logged in for the system to select that agent from Skill Group 1.

D. The script is not valid, because the call is not at an agent, so the agent-to-agent node cannot be used.

In the Cisco Unified Contact Center Enterprise, using the CTI OS Desktop there is a standard button for "Emergency Assist," which will find the team supervisor and bring them into the call.

Using the Agent Desk Settings above, how is the supervisor brought into the call?

A. The supervisor will get a conference call from the agent, with just the agent first, then they can join the caller, and a CTI message will be sent to the call recording system to record this call.

B. The supervisor will be joined into a conference with the agent and caller automatically, and a CTI message will be sent to the call recording system to record this call.

C. The supervisor will be joined to a conference with the caller and the agent will be dropped from the call once the supervisor is connected, and a CTI message will be sent to the call recording system to record this call.

D. The agent will have to manually consult the supervisor on their second line of the Cisco IP Phone, and a CTI message will be sent to the call recording system to record this call once the supervisor is on the line.