Free Practice Questions for Cisco 500-052 Exam

The Control Center on Cisco Unified Contact Center Express Serviceability is the tool that allows you to start, stop, and restart Cisco Unified Contact Center Express services. The Control Center provides a web-based interface to manage the Unified CCX components and subsystems, such as Cisco Unified CM Telephony, Cisco Unified CM Administration, Cisco Unified CCX Engine, Cisco Unified CCX Administration, and so on. You can accessthe Control Center from the Tools menu on the Cisco Unified CCX Serviceability page. From the Control Center, you can perform the following tasks:

View the status of each service on each node in the cluster.

Start or stop a service on a specific node or on all nodes in the cluster.

Restart a service on a specific node or on all nodes in the cluster.

Activate or deactivate a service on a specific node or on all nodes in the cluster.

Enable or disable the automatic startup of a service on a specific node or on all nodes in the cluster.

View the dependencies and dependents of each service.

View the logs and traces of each service1, pages 2-1 to 2-8. References: Cisco Unified Contact Center Express Serviceability Guide, Release 12.0 (1)

The security password is used as the secret key during the second node installation of Cisco Unified Contact Center Express (UCCX). This password is entered during the first node installation and must be the same for all nodes in the cluster. The security password is used to encrypt sensitive data in the database and to authenticate communication between nodes. If the security password is not the same for all nodes, the installation will fail and the cluster will not function properly. References: Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5 (1) - Unified CCX Installation, Free Cisco Deploying Unified Contact Center Express (UCCXD) v6.0 Certification Sample Questions and Answers

 The Agent email feature is available only in the Cisco Unified Contact Center Express Premium package. The Agent email feature is a basic email queuing and response system that allows agents to handle customer emails from the Cisco Agent Desktop. The feature supports email routing, email prioritization, email response templates, email attachments, email history, and email reporting12

The other options are not correct:

Premium and Enhanced: The Agent email feature is not available in the Enhanced package. The Enhanced package supports only voice and chat interactions12

Premium, Enhanced, and Standard: The Agent email feature is not available in the Enhanced and Standard packages. The Standard package supports only voice interactions12

Premium and Standard: The Agent email feature is not available in the Standard package. The Standard package supports only voice interactions12

References: 1: Cisco Unified Contact Center Express Data Sheet - Cisco 1 2: Cisco Unified Contact Center Express Design Guide, Release 10.0(1) - Features [Cisco Unified Contact Center Express] - Cisco 2

The two steps that check out a database connection from the connection pool are DB Read and DB Write. The DB Read step executes a SQL query on a database and returns the result in a ResultSet variable. The DB Write step executes a SQL update, insert, or delete statement on a database and returns the number of rows affected. Both steps require a database connection to perform their operations. The database connection is checked out from the connection pool when the step is executed and checked back in when the step is completed1, pages 4-8 and 4-9. The following steps do not check out a database connection from the connection pool:

DB Get: This step retrieves a database connection from the connection pool and stores it in a DB Connection variable. The step does not execute any SQL statement on the database. The database connection remains checked out until it is explicitly released by the DB Release step1, page 4-7.

DB Release: This step releases a database connection that was previously checked out by the DB Get step. The step does not execute any SQL statement on the database. The database connection is returned to the connection pool and becomes available for other steps to use1, page 4-10. References: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.6(2)

 Wrap-up data is a feature that allows agents to enter a code or description that indicates the outcome or purpose of a call. This data can be used for reporting and analysis purposes. To enable wrap-up data, the administrator must configure the following settings in the Cisco Desktop Work Flow Administrator:

In the Agent Desk Settings List, select the desktop setting to which you want to apply wrap-up data.

In the Work mode on Incoming parameter, select Required with Wrapup Data or Optional with Wrapup Data. This determines whether the agent must or can enter wrap-up data after an incoming call.

In the Work mode on outgoing parameter, select Required with Wrapup Data or Optional with Wrapup Data. This determines whether the agent must or can enter wrap-up data after an outgoing call.

In the Wrapup Time parameter, enter the number of seconds that the agent has to enter wrap-up data before the agent state changes to Ready or Not Ready.

In the Work Flow Groups pane, select the work flow group to which you want to assign wrap-up data reasons.

In the Available Wrapup Data pane, select the wrap-up data reasons that you want to make available for the selected work flow group, and click the right arrow button to move them to the Work Flow Wrapup Data pane.

Click the Apply button to save the changes. References:

Deploying Cisco Unified Contact Center Express (UCCXD) v6.0

Cisco Unified Contact Center Express Administration Guide, Release 11.6(1) - Chapter 4: Configuring Workflow Groups

The Cisco Unified Real-Time Monitoring Tool (RTMT) is a software application that allows you to monitor and troubleshoot Cisco Unified CCX system components in real-time. The RTMT enables you to do the following tasks:

Plot and view performance data. You can use RTMT to collect and display performance counters that measure the current system status and performance. You can view the data in graphical or tabular format, and set thresholds and alerts for the counters12

Download log files from Cisco Unified CCX nodes. You can use RTMT to collect and view the trace and log files that are generated by the Cisco Unified CCX components. You can also configure the trace and log settings, such as the file size and rollover conditions12

Check the number of active calls in the Cisco Unified CCX system. You can use RTMT to monitor the current call statistics, such as the number of active calls, the number of queued calls, the number of handled calls, and the average talk time. You can also view the call distribution and the agent state summary12

The RTMT does not enable you to do the following tasks:

Monitor the replication status of historical data store. The historical data store (HDS) is a database that stores the historical reports and statistics for Cisco Unified CCX. The replication status of the HDS can be monitored by using the Data Monitor tool in the Cisco Unified CCX Serviceability web interface3

Monitor the Cisco Unified CCX CTI port status and take corrective action. The CTI ports are the logical connections that allow Cisco Unified CCX to communicate with the Cisco Unified Communications Manager (CUCM) and control the incoming and outgoing calls. The CTI port status can be monitored by using the Cisco Unified CCX Control Center tool in the Cisco Unified CCX Serviceability web interface4

Monitor the WAN link status. The WAN link status is the network connectivity between the Cisco Unified CCX nodes and other network devices. The WAN link status can be monitored by using the Cisco Unified Serviceability web interface or the Cisco Unified OS Administration web interface5

References: 1: Cisco Unified Real-Time Monitoring Tool Administration Guide, Release 10.0(1) - Getting Started [Cisco Unified Communications Manager IM & Presence Service] - Cisco 1 2: Installing and Configuring the Real-Time Monitoring Tool (RTMT) - Cisco Support 2 3: Cisco Unified Contact Center Express Data Monitor Guide, Release 10.0(1) - Data Monitor Overview [Cisco Unified Contact Center Express] - Cisco 3 4: Cisco Unified Contact Center Express Serviceability Administration Guide, Release 10.0(1) - Cisco Unified CCX Control Center [Cisco Unified Contact Center Express] - Cisco 4 5: Cisco Unified Serviceability Administration Guide, Release 10.0(1) - Cisco Unified Serviceability Overview [Cisco Unified Communications Manager (CallManager)] - Cisco 5 : Cisco Unified Operating System Administration Guide for Cisco Unified Communications Manager, Release 10.0(1) - Network [Cisco Unified Communications Manager (CallManager)] - Cisco

To develop a custom Cisco Unified Intelligence Center report for a Cisco Unified CCX deployment, you need the Cisco Unified Intelligence Center Premium package. This package allows you to create custom reports using the Report Definition tool, which provides access to all the data sources, fields, filters, drilldowns, and formatting options. The Cisco Unified Intelligence Center Standard package only allows you to run predefined reports and make limited modifications, such as changing the layout, adding filters, and scheduling. The Cisco Unified CCX Premium and Enhanced packages do not affect the Cisco Unified Intelligence Center reporting capabilities, as they are related to the Unified CCX features and licenses. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 3: Operate a Cisco Unified Contact Center Express System - Lesson 1: Cisco Unified Intelligence Center Reports - Topic: Cisco Unified Intelligence Center Overview

 Relative filters are used to generate historical reports for a predefined time period, such as today, yesterday, this week, last week, this month, last month, year to date, or last year. They allow users to select the date range and time range options for the report data. Relative filters are not applicable for real-time or live data reports, which use key criteria and field filters instead. Relative filters are also not used for filtering spam emails or reporting on port usage, which are not related to the report generation process. References:

Cisco Unified Contact Center Express Report User Guide, Release 11.6 (1), Chapter: Report Filters, Section: Filter Types, Subsection: Date & Time

[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 3: Cisco Unified CCX Reporting, Lesson 2: Cisco Unified CCX Historical Reports, Topic: Historical Reports Filters

According to the Cisco Unified Contact Center Express 12.5 Data Sheet1, the maximum number of concurrent chat agents supported by Cisco Unified CCX is 70, regardless of the number of licensed seats. This means that if 70 agents log in as chat agents via an independent browser, they will consume 70 chat agent seats out of the 120 agent seats licensed for the Cisco Unified CCX deployment. The remaining 50 agent seats can be used for voice agents who log in via Cisco Agent Desktop. Therefore, the answer is A. 50. References := Cisco Unified Contact Center Express 12.5 Data Sheet, page 4.

The customer must purchase 30 outbound IVR ports and 30 agent seats in addition to the 200 Cisco Unified Center Express Premium agent seats. The outbound IVR ports are required to run the outbound IVR campaign, which can make outbound calls to customers and play prerecorded messages or collect customer inputs. The agent seats are required to handle the outbound calls that are transferred to agents based on the customer’s choice or the campaign configuration. The outbound IVR ports and the agent seats are licensed separately and are not included in the Premium agent seats1, page 2-3, 2, page 4-1. References: Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5 (1) SU1, Cisco Unified Contact Center Express Features Guide, Release 12.5 (1)