[2024年06月]更新の500-443試験問題集、無料サンプル365日更新
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Cisco 500-443試験は、コンタクトセンターの管理とレポーティングに関連する幅広いトピックをカバーしており、高度なレポートと分析、コンタクトセンターの運用、コンタクトセンターのメンテナンスおよびトラブルシューティングが含まれます。試験は、効果的にコンタクトセンターエンタープライズソリューションを管理、構成、およびトラブルシューティングする能力を試験するために設計されています。
質問 # 33
What is the purpose of Cisco Unified Contact Center Enterprise (UCCE. in a contact center enterprise system?
- A. To manage customer interactions across multiple channels
- B. To monitor agent performance
- C. To provide call control and signaling
- D. To record customer interactions
正解：A
解説：
Explanation: Cisco Unified Contact Center Enterprise (UCCE. is a component of a contact center enterprise system that is designed to manage customer interactions across multiple channels, including phone, email, chat, and social media.
質問 # 34
Which statement about administrative scripts in the Cisco Unified Contact Center Enterprise solution is true?
- A. Administrative scripts can run more than one time per second.
- B. Administrative scripts can use an ICM Gateway node.
- C. Administrative scripts must be associated with a call type.
- D. Administrative scripts can use a DB Lookup node.
正解：D
質問 # 35
In the Cisco Unified Contact Center Enterprise solution, if the private network fails but the visible network is still operational, which statement is true?
- A. The system continues to operate but with only one call router in simplex mode.
- B. Both call routers go active and attempt to split the system until the private network is restored.
- C. The system stops routing calls because it cannot function without a private network.
- D. The private network data is rerouted automatically over the visible network.
正解：A
質問 # 36
Which of the following tools can be used to troubleshoot common UCCE issues related to call center performance? (Select all that apply)
- A. Cisco Unified Contact Center Enterprise Administration (CUCEA)
- B. Cisco Unified Communications Manager (CUCM)
- C. Cisco RTMT (Real-Time Monitoring Tool)
- D. Cisco Unified Intelligence Center (CUIC)
正解：D
解説：
Cisco Unified Intelligence Center (CUIC. and D. Cisco RTMT (Real-Time Monitoring Tool). Cisco Unified Intelligence Center (CUIC. can be used to analyze call center performance and identify areas for improvement. The Cisco RTMT (Real-Time Monitoring Tool) can be used to monitor call center performance in real-time and troubleshoot issues related to call quality and call center efficiency.
質問 # 37
Which of the following tools can be used to troubleshoot common UCCE issues related to call routing scripts? (Select all that apply)
- A. Cisco Unified Contact Center Enterprise Administration (CUCEA)
- B. Cisco Unified Contact Center Enterprise Script Editor
- C. Cisco Unified Intelligence Center (CUIC)
- D. Cisco RTMT (Real-Time Monitoring Tool)
正解：B
解説：
Cisco Unified Contact Center Enterprise Script Editor. The Cisco Unified Contact Center Enterprise Script Editor is a tool used by UCCE administrators to create and edit call routing scripts. Issues related to call routing scripts can be troubleshooted by analyzing script logic and making necessary changes in the Script Editor.
質問 # 38
Which two nodes on the PCCE/UCCE script are responsible for routing calls to the VRU? (Choose two.)
- A. Send to VRU
- B. GS,Server,V
- C. Send to VXML
- D. Run VRU Node
- E. CUCM
正解：A、B
解説：
According to the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2), there are two types of script nodes that are responsible for routing calls to the VRU: Send to VRU Node and Translation Route to VRU Node1. The Send to VRU Node instructs the routing client to send the call to the VRU associated with the call's dialed number or customer2. The Translation Route to VRU Node instructs the routing client to send the call to a specific VRU by using a translation route label3. Both nodes use the GS,Server,V format for the label, where GS is the gateway selector, Server is the VRU name, and V is a variable that indicates whether the call is voice or non-voice. The other options are not correct, because they are either not script nodes or not related to routing calls to the VRU.
Reference:
1: Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2) - Network VRUs
2: Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2) - Send Call to a VRU with Send to VRU Node
3: Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2) - Send Call to a VRU with Translation Route to VRU
[4]: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0 (1) - Use of Formulas
質問 # 39
Which of the following are benefits of using Cisco Packaged Contact Center Enterprise (PCCE)? (Select all that apply)
- A. Enhanced reporting capabilities
- B. Reduced costs
- C. Ability to deploy on-premises or in the cloud
- D. Scalability
正解：C、D
質問 # 40
In PCCE 12k, what are two options to manage payloads? (Choose two.)
- A. delete the default payload and rebuild with the same members
- B. a custom payload is created during the installation
- C. ECC Variables where Default Payload is the only option and all new ECC Variables are automatically added to the Custom Payload
- D. ECC Variables where Custom payloads are added and new ECC Variables must be manually assigned to the appropriate payload
- E. a default payload is created during the installation
正解：D、E
解説：
ECC Variables where Custom payloads are added and new ECC Variables must be manually assigned to the appropriate payload is one of the options to manage payloads in PCCE 12k. E A default payload is created during the installation is another option to manage payloads in PCCE 12k. References = [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 24
質問 # 41
What is the purpose of the SMTP setting in the CUIC administrator web page?
- A. only configures the email server used to email the alert notification
- B. configure the email server and actual schedule for the reports to be sent
- C. configures the actual schedule for the reports to be sent
- D. only configures the email server used to email scheduled reports
正解：D
解説：
The purpose of the SMTP setting in the CUIC administrator web page is to only configure the email server used to email scheduled reports, as it specifies the host name, port number, user name, password, and sender address of the SMTP server. References = [Cisco Unified Intelligence Center User Guide Release 12.5(1)], page 10
質問 # 42
In Cisco Unified Contact Center Enterprise 10.0 Outbound Option, the Routing and Administrative scripts are needed for the solution to work properly. Which two statements describe the functionality of the Administrative script? (Choose two.)
- A. reserves agents for specific outbound campaign
- B. transfers a call to IVR or Non-IVR for Answering Machine or abandon calls
- C. controls a percentage of agents to be used in a campaign skill group
- D. enables and disables skill groups for an outbound campaign
- E. transfers a call to IVR as a part of IVR campaign
正解：C、D
質問 # 43
Where is the RTP connected to the Ingress Gateway at different stages of the call?
- A. Ingress Gateway and UCCE/PCCE Router
- B. Ingress Gateway and Agent Phone
- C. Ingress Gateway and CVP
- D. Ingress Gateway and CUCM
正解：B
解説：
B The RTP is connected to the Ingress Gateway at different stages of the call, but only when the call is connected to an agent phone. This is because CVP uses a comprehensive call flow model that transfers the call from the VVB to the agent phone and establishes an RTP session between the Ingress Gateway and the agent phone. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11
質問 # 44
What is the role of the Automatic Call Distributor (ACD. in a contact center enterprise system?
- A. To monitor agent performance
- B. To route incoming calls to the appropriate agent
- C. To generate reports on call center metrics
- D. To record customer interactions
正解：B
解説：
Explanation: The ACD component of a contact center enterprise system is responsible for routing incoming calls to the appropriate agent based on predetermined criteria, such as skills-based routing or first-in-first-out (FIFO) routing.
質問 # 45
Which of the following are benefits of using Cisco Unified Contact Center Enterprise (UCCE. over traditional ACD systems? (Select all that apply)
- A. Improved call routing accuracy
- B. Lower cost
- C. Greater scalability
- D. Enhanced reporting capabilities
正解：A、C、D
質問 # 46
In a Cisco Unified Contact Center Enterprise deployment, callers report intermittent voice-quality issues. What might cause this problem?
- A. Cisco Unified Communications Manager has too few conference bridge resources.
- B. The system has too few DSP transcoding resources to support all the calls across the WAN.
- C. The Cisco Finesse is locking up because of a virus.
- D. A different voice codec is used by the caller and the agent.
- E. The Cisco voice gateways have too few trunks to accept the inbound calls.
正解：B
質問 # 47
Which of the following tools can be used to troubleshoot database connectivity issues in UCCE?
- A. Cisco Unified Contact Center Enterprise Serviceability (CUCEs)
- B. Cisco Unified Contact Center Enterprise Administration (CUCEA)
- C. Cisco Unified Intelligence Center (CUIC)
- D. Cisco Finesse desktop
正解：B
質問 # 48
What are the functions of the Cisco Finesse desktop in UCCE? (Select all that apply)
- A. Create and customize reports
- B. Handle incoming customer interactions
- C. Monitor real-time statistics
- D. Manage agents and skill groups
正解：B、C
質問 # 49
Which option describes how many reason codes you can assign across all teams using Cisco Finesse Admin?
- A. There is no limit. You can assign as many team-based reason codes as you like.
- B. 100 sign-out reason codes and 100 not ready reason codes for a total of 200.
- C. 50 sign-out reason codes and 50 not ready reason codes for a total of 100.
- D. A total of 100 sign-out reason codes and not ready reason codes.
正解：B
質問 # 50
Which CLI command is run on Cisco Unified Intelligence Center to check database replication?
- A. utils replication status
- B. utils dbreplication status
- C. show dbreplication status
- D. show replication status
正解：B
質問 # 51
Which protocol is used by CVP to communicate to VRU PG?
- A. GED-256
- B. GED-125
- C. GED-155
- D. GED-12.5
正解：C
解説：
The protocol used by CVP to communicate to VRU PG is GED-155, which stands for Generic External Device Protocol version 155. GED-155 allows CVP to send and receive messages from VRU PG for call control and data exchange. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11
質問 # 52
What is the function of Cisco Unified Intelligence Center (CUIC. in UCCE?
- A. To create and customize reports
- B. To provide real-time statistics on call center performance
- C. To handle incoming customer interactions
- D. To route incoming calls to the most appropriate agent based on customer data
正解：A
質問 # 53
Which of the following tools can be used to troubleshoot common UCCE issues related to CTI connectivity? (Select all that apply)
- A. Cisco Unified Contact Center Enterprise Administration (CUCEA)
- B. Cisco Unified Communications Manager (CUCM)
- C. Cisco Unified Intelligence Center (CUIC)
- D. Cisco RTMT (Real-Time Monitoring Tool)
正解：B
解説：
Cisco Unified Communications Manager (CUCM). The Cisco Unified Communications Manager (CUCM) can be used to troubleshoot UCCE issues related to CTI (Computer Telephony Integration) connectivity.
It provides tools to monitor CTI traffic and analyze signaling activity.
質問 # 54
Which of the following are common UCCE issues related to database connectivity? (Select all that apply)
- A. Database connectivity issues
- B. Agent configuration issues
- C. Poor voice quality
- D. Call routing failures
正解：A
質問 # 55
ABC customer needs to have an External configure bridge for Mobile Agent agent greetings with an Average greeting time of 10 secs and a Mobile Agent call rate of 8 secs. What is the required number of conference bridge resources?
- A. 0
- B. 1
- C. 2
- D. 3
正解：A
解説：
B The required number of conference bridge resources for Mobile Agent agent greetings with an Average greeting time of 10 secs and a Mobile Agent call rate of 8 secs is 18. This can be calculated by dividing the average greeting time by the call rate and multiplying by two (for duplexed PGs). For example: (10 / 8) x 2 =
2.5 x 2 = 5 conference bridge resources per PG pair. Since there are four PG pairs in a PCCE deployment, the total number of conference bridge resources is 5 x 4 = 20. References = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 97
質問 # 56
What are two use cases of the PCCE Bulk Import Tool? (Choose two.)
- A. create multiple new Agents
- B. Agent Skill Groups change between shifts
- C. changes to an individual outbound dialer record
- D. changes to a Script record
- E. create API usage for plugins
正解：A、B
解説：
D One of the use cases of the PCCE Bulk Import Tool is to create multiple new Agents, as it allows the administrator to import agent data from a CSV file and assign them to teams and skill groups. E Another use case of the PCCE Bulk Import Tool is to change Agent Skill Groups between shifts, as it allows the administrator to update agent skill group associations based on different schedules and requirements. Reference = [Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.5(1)], page 109
質問 # 57
Which two statements about Precision Queues are true? (Choose two.)
- A. A Wait Time may be configured in any step except for the last step.
- B. At least one step must be configured for a Precision Queue.
- C. Either ICM Skill Groups or Precision Queues must be utilized within an ICM instance - not both.
- D. Precision Queues can be configured for usage in agent-based inbound campaigns.
- E. A Consider If statement may be configured in any step.
正解：A、B
質問 # 58
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Cisco 500-443認定試験は、コンタクトセンターの管理、コンタクトセンターの報告、コンタクトセンターアーキテクチャなど、いくつかの分野をカバーしています。候補者は、Cisco Unified Contact Center Enterprise（UCCE）およびCisco Packaged Contact Center Enterprise（PCCE）ソリューションに関する知識を実証する必要があります。この試験では、コールルーティング、エージェントルーティング、精密ルーティング、レポートなどのトピックについてもカバーしています。
シスコ500-443認定試験が非常に価値がある理由の1つは、コンタクトセンター業界での卓越性の標準として、グローバルに認知されているからです。雇用者はこの資格の価値を認識しており、コンタクトセンターの運用に関するポジションを埋める際に、この資格を取得した候補者を積極的に探しています。この認定資格を取得することで、プロフェッショナルは求人市場で競争力を持ち、キャリアアップの新しい機会を開拓することができます。
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