Which information in ECE allows administrators to set up working and non-working hours and days for employees in their department?
Correct Answer: B
Business calendars in ECE allow administrators to set up working and non-working hours and days for employees in their department. The business calendar can be used to define holidays, working hours, operating hours, vacation times, and other important time-related information. This allows administrators to ensure that the department is properly staffed at all times and that employees are not working outside of their scheduled hours.
Question 2
Which two items in UCCE need to be installed and available for use before installing Enterprise Chat and Email? (Choose two.)
Correct Answer: C,E
ICM router, logger, and admin workstation are components of Cisco Unified Contact Center Enterprise (UCCE) that must be installed and available before Enterprise Chat and Email can be installed. CTI server is also a required component of UCCE and must be installed and available before Enterprise Chat and Email can be installed. Reference: Enterprise Chat and Email (ECE) is a Cisco product that allows customers to communicate with a business through various channels such as chat, email, social media, and other digital channels. Before installing Enterprise Chat and Email, two items in UCCE need to be installed and available for use: 2. ICM router, logger, admin workstation: ICM (Intelligent Contact Manager) is a Cisco product that routes and manages customer interactions across multiple channels such as voice, email, chat, and social media. ICM router, logger, and admin workstation are the components of ICM that are required for Enterprise Chat and Email to function properly. 3. CTI server: CTI (Computer Telephony Integration) server is a component of UCCE that integrates telephony and computer systems to provide advanced call control and call management functionality. The CTI server is responsible for integrating the Enterprise Chat and Email with the phone system.
Question 3
Where are queue permissions automatically assigned and unable to be changed when picking, pulling, and transferring activities?
Correct Answer: C
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/administration/guide/CER_AG_11_5/CER_AG_11_5_chapter_01.html
Question 4
Which CLI command verifies the authenticity and integrity of a downloaded ISO?
Correct Answer: D
This command uses the OpenSSL tool to verify the authenticity and integrity of an ISO file by checking the signature against a public key. The -sha256 option specifies to use the SHA-256 algorithm, -keyform der specifies the key format is DER, -verify option is used to specify the public key file that is used to verify the signature and the -signature option is used to specify the signature file. It uses the SHA-256 algorithm to generate a digest of the ISO image, and then compares it to the digest that is stored in the signature file. If the digests match, it means the ISO file is authentic and has not been tampered with. It's important to note that, the actual command may vary depending on the specific operating system and version of OpenSSL being used. Also, it's recommended to consult the Cisco documentation and your Cisco support team for further assistance.
Question 5
What are four best practices before starting to troubleshoot ECE issues? (Choose four.)
Correct Answer: A,B,F,G
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.
