500-445 Dumps 500-445 Braindumps 500-445 Real Questions 500-445 Practice Test 500-445 Actual Questions Cisco 500-445 Cisco Contact Center Enterprise Chat and Email (CCECE) https://killexams.com/pass4sure/exam-detail/500-445 Question: 153 Which activities can agents pick and pull? A. Agents can pick chats from other agents that belong to the same set of skill groups. B. Agents can pick chat from other agents that belong to the different skill groups. C. Agents can pick emails from other agents that belong to the same set of skill groups. D. Agents can pick emails from other agents that belong to the different skill groups. Answer: A Question: 154 What are three report categories and templates included for ECE reporting? (Choose three.) A. Supervisor Status B. Contact Center Trend C. Email Survey D. Service Level Agreement E. Service Level Performance F. Contact Center CCAI G. Agent performance Answer: B,D,G Question: 155 Which feature is unable to be deleted or made inactive? A. Enterprise Chat and Email B. Unified CCE C. Exception Queue D. Supervisory Queues Answer: C Question: 156 Which two media classes require configuration to be used in Enterprise Chat and Email? (Choose two.) A. ECE_Default_Queue B. ECE_activity C. ECE_Inbound D. ECE_Email E. ECE_Chat Answer: D,E Question: 157 What are the workflow types in ECE? A. Alarm, Inbound, Exception, Default B. Inbound, Outbound, Alarm C. Default, Inbound, Outbound D. Alarm, Outbound, Inbound, Exception Answer: A Question: 158 What is the maximum size of an attachment to be downloaded by an agent user interface before temporary slowness may be experienced? A. 20 KB B. 30 KB C. 40 KB D. 50 KB Answer: C Question: 159 What is the maximum permissible one-way network delay between Unified CCE servers and ECE servers? A. 80 milliseconds B. 120 milliseconds C. 240 milliseconds D. 300 milliseconds Answer: B Question: 160 Where are queue permissions automatically assigned and unable to be changed when picking, pulling, and transferring activities? A. EECE B. UCCE C. Partition D. Service Answer: C Question: 161 What is the maximum value for the ‘MaxMessageSize’ property to allow the total number of characters for each chat message? A. 800 B. 1000 C. 2000 D. 2500 Answer: C Question: 162 What is the default value for the email media class set by the installer? A. Email_media_class B. Email_ ECE C. ECE_Email D. Cisco_email Answer: C Question: 163 In which two ways are chats transferred? (Choose two.) A. Only open chat activities in which the customer has not left the chat session can be transferred. B. Chats can be transferred to departments directly. C. Agents can transfer the chat activities based on the Maximum Task limit setting. D. Agents have unlimited transfers of chat activity. E. Only one chat activity can be transferred at a time. Answer: A,B Question: 164 What are four best practices before starting to troubleshoot ECE issues? (Choose four.) A. Know the ECE version and Engineer Specials installed. B. Collect all ECE services logs. C. Understand the physical model, be it a centralized office or branch location, as well as the VoIP protocol. D. Restart the ECE servers. E. Upgrade to the latest Engineer Special. F. Understand the Deployment Model, the call-flow, the messaging flow, and the configuration. G. Understand the customer’s intent for the flow of emails and chats. Answer: A,B,F,G Question: 165 Which sequence should be followed while starting ECE? A. Services server, Message server, File server, Database server, Application server B. No mandatory sequence is needed C. Services server, Message server, Database server, File server, Application server D. Services server, File server, Database server, Message server, Application server Answer: C Question: 166 What are two ways the agent SSO functions in the ECE/CCE environment? (Choose two.) A. Unified CCE agents configured for SSO in Unified CCE can now access the ECE gadget in Cisco Finesse, but they have to input their credentials. B. SS0 allows administrators to check the status of agent and supervisor performance. C. SS0 is not enabled by default; configuration is necessary. D. SS0 allows agents, supervisors, and administrators to provide CCE credentials once and be authenticated across multiple disparate applications. E. Unified CCE agents who are not configured for SSO in Unified CCE are not allowed to access the ECE gadget within Cisco Finesse. Answer: A,C,D Question: 167 What is the formula for a standardized agent count for email? A. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 10 B. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 6 C. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 20 D. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 4 Answer: B Question: 168 Which two changes should be made in the calendar when changes in daylight savings occur? (Choose two.) A. Adjust the start time and end time for all shifts. B. Delete the existing shift label before creating a new one for daylight saving time. C. Change the timezone at the user group level. D. Change the timezone at the system partition level. E. Change the timezone at the department level. Answer: A,E Question: 169 Which items must be configured before agents can reply to emails from customers? A. Inbound workflows, Outbound workflows, Email aliases, Users, Queues B. Inbound workflows, Outbound workflows, Users, Email aliases C. Inbound workflows, Outbound workflows, Queues, DN D. Email aliases, Inbound workflows, Users, Queues Answer: B Question: 170 What connects to the Media routing peripheral gateway of ICM to the ECE server? A. web server B. services server C. application server D. message server Answer: C Question: 171 Which information in ECE allows administrators to set up working and non-working hours and days for employees in their department? A. Business hours B. Administrative script C. Business calendars D. Time of day Answer: C Question: 172 Where is the Script selector in CCE mapped in ECE? A. Queue B. Dialed Number C. Workflow D. 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