500-445 Practice Questions

Emails are transferred to queues based on the Media Class that they match. A Media Class is a set of

conditions that are used to match and route interactions to specific queues. Reference:

Cisco

UCCE

Administrator

Guide:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_

10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-

administration-guide_chapter_01000.html#topic_CACD2A1C2A43

Cisco

UCCE

System

Administration

Guide:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_

10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-

system-administration-guide_chapter_01100.html

Dynamic Expected Wait Time Variable is a product that allows wait messages to be displayed with

dynamic text to customers while chat and call requests are processed. It allows for the display of

expected wait times, wait position, and wait time updates based on the current call volume. This

helps to provide customers with a better experience by keeping them informed of their wait times

and wait position.

Reference:

[1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/expre

ss_10_5/configuration/guide/cec_b_crs-express-configuration-guide-cec/cec_b_crs-express-

configuration-guide-

cec_chapter_01100.html [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/

contact_center/crs/express_10_5/configuration/guide/cec_b_crs-express-configuration-guide-cec

Windows Authentication allows users to connect to SQL Server using their Windows credentials. It

uses Kerberos security protocol for authentication and it's considered more secure than SQL Server

Authentication.

Always On Availability Groups (AGs) is a feature of Microsoft SQL Server that provides high

availability and disaster recovery for a group of user databases. Windows Authentication is required

for all the SQL Server instances that participate in an availability group.

It's important to note that, the specific configuration options and settings may vary depending on the

version of SQL Server and the specific requirements of the organization. It's recommended to consult

the Microsoft documentation and your SQL Server support team for further assistance.

Reference:

Microsoft: Always On Availability Groups (SQL Server)

Microsoft: Configure the Server Authentication Mode

Microsoft: Connect to the Primary Replica of an Always On Availability Group (SQL Server)

A chat entry point is a page or link that customers can use to access the chat service. Help links on

websites can be configured to point to the same entry point, so customers will see the same

interface regardless of which link they use to access the service. This makes it easier for customers to

find the help they need, as all the help links will point them to the same entry point.

The default frequency value of the Enterprise Chat and Email (ECE) Monitors notification is 60

seconds. This notification is used to notify the user of any changes in the status of their chat sessions,

such as when a customer starts a chat, or when a customer ends a chat session.

Reference:

[1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris

e_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-

chat-admin-guide-

cec_chapter_01.html [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/con

tact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-

cec/cec_b_enterprise-chat-admin-guide.html

Queue permissions are automatically assigned and cannot be changed when picking, pulling, and

transferring activities in Cisco Unified Contact Center Enterprise (UCCE) and Cisco Emergency

Responder (CER) based on the partition to which the queue belongs. Reference:

Cisco

UCCE

Administrator

Guide:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_

10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-

administration-guide_chapter_01000.html

Cisco

CER

Administrator

Guide:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/emergency/cer/11_5/english/administrati

on/guide/CER_AG_11_5/CER_AG_11_5_chapter_01.html

Before starting to troubleshoot ECE issues, it is important to know the ECE version and Engineer Specials installed, collect all ECE services logs, understand the Deployment Model, the call-flow, the messaging flow, and the configuration, and understand the customer’s intent for the flow of emails and chats. Restarting the ECE servers and upgrading to the latest Engineer Special may be necessary in some cases, but are not always the best practices. Reference: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris e_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise- chat-admin-guide-cec_chapter_03.

The TCP port 587 must be opened in the firewall between Services server and Messaging server in

order for the two systems to communicate. Port 587 is the standard SMTP (Simple Mail Transfer

Protocol) port used for outbound email communication.

Enterprise Chat and Email (ECE) supports four types of workflows: Alarm, Outbound, Inbound, and

Exception. Alarm workflows are used to alert agents when they receive a customer message.

Outbound workflows are used to initiate conversations with customers. Inbound workflows are used

to handle incoming customer messages. Exception workflows are used to handle customer messages

that require additional attention.

Reference:

[1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris

e_chat/enterprise_chat_user_guide/cec_b_enterprise-chat-user-guide-cec/cec_b_enterprise-chat-

user-guide-

cec_chapter_01.html [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/con

tact_center/enterprise_chat/enterprise_chat_user_guide/cec_b_enterprise-

In Cisco's Unified Contact Center Enterprise (UCCE), chat activities can be transferred in two ways: A.

Only open chat activities in which the customer has not left the chat session can be transferred: If the

customer has left the chat session before the transfer, it cannot be transferred.

1. Chats can be transferred to departments directly: Chat activities can be transferred to different

departments based on the customer's needs or the agent's ability to handle the inquiry.

It's also important to note that the ability to transfer chats and the number of transfers that can be

made may be limited by the specific configuration of the UCCE system.