[Free] 2017(Apr) Ensurepass Passguide Cisco 400-051 Latest Dumps 231-240

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CCIE Collaboration Written Exam

QUESTION 231

Which Cisco Unified Contact Center Express data store contains user scripts, grammars, and documents?

 

A.

configuration data store

B.

repository data store

C.

agent data store

D.

historical data store

E.

script data store

 

Correct Answer: B

Explanation:

Unified CCX applications might use auxiliary files that interact with callers, such as scripts, pre-recorded prompts, grammars, and custom Java classes. Depending on each implementation, Unified CCX applications use some or all of the following file types. The Unified CCX Server’s local disk prompt, grammar, and document files are synchronized with the central repository during Unified CCX engine startup and during run-time when the Repository datastore is modified.

 

 

QUESTION 232

Which two guidelines are recommended when configuring agent phones for Cisco Unified CCX agents? (Choose two.)

 

A.

In the Multiple Call/Call Waiting Settings section, set the Maximum Number of Calls to 2.

B.

In the Multiple Call/Call Waiting Settings section, set the Busy Trigger value to 2.

C.

The Unified CCX extension for the agent must be listed within the top four extensions on the device profile.

D.

In the Multiple Call/Call Waiting Settings section, set the Maximum Number of Calls to at least 3.

E.

Always enable SRTP when configuring an agent phone.

 

Correct Answer: AC

Explanation:

Follow these guidelines when configuring agent phones for Unified CCX agents:

Choose Device > Phone in Unified Communications Manager Administration. The Find and List Phones window is displayed.

Enter search criteria to locate a specific phone and click Find. A list of phones that match the search criteria is displayed. Click the device name of the phone to which you want to add a directory number. The Phone Configuration window is displayed. In the Unified Communications Manager Administration Phone Configuration web page, select the required Association Information (on the left) to get to the Directory Number Configuration web page. On this page, make the following changes:

In the Multiple Call/Call Waiting Settings section, set the Maximum Number of Calls to 2 (default is 4) for Cisco Unified IP Phones 7900 Series and 3 for Cisco Unified IP Phones 8961, 9951, and 9971.

In the Multiple Call/Call Waiting Settings section, set the Busy Trigger value to 1 (default is 2).

In the Call Forward and Call Pickup Settings section, verify that you do not forward any Unified Communications Manager device to the Unified CCX extension of an agent.

In the Call Forward and Call Pickup Settings section, verify that you do not configure the Unified CCX extension of an agent to forward to a Unified CCX route point.

Always disable (turn off) Secure Real-Time Transport Protocol (SRTP) when configuring a Cisco Unified Communications product. You can disable SRTP for a specified device or for the entire Unified Communications Manager:

For a specified device–Choose Device > Phone. In the Find and List Phone page, select the required phone device. In the Phone Configuration page for the selected phone, scroll down to the Protocol Specific Information section. To turn off SRTP on the phone device, select any one of the Non Secure SCCP Profile auth by choices from the drop-down list in SCCP Phone Security Profile or SCCP Device Security Profile field.

For the entire Unified Communications Manager cluster — Choose System > Enterprise Parameters. In the Enterprise Parameters Configuration page, scroll down to the Securities Parameters section, to verify that the corresponding value for the Cluster Security Mode field is 0. This parameter indicates the security mode of the cluster. A value of 0 indicates that phones will register in nonsecure mode (no security).

The Unified CCX extension for the agent must be liste
d within the top 4 extensions on the device profile. Listing the extension from position 5 on will cause Unified CCX to fail to monitor the device, so the agent will not be able to log in. Do not forward any Unified Communications Manager device to the Unified CCX extension of an agent.

Do not configure the Unified CCX extension of an agent to forward to a Unified CCX route point.

Do not use characters other than the numerals 0 to 9 in the Unified CCX extension of an agent.

Do not configure two lines on an agent phone with the same extension when both lines exist in different partitions.

Do not assign a Unified CCX extension to multiple devices. Do not configure the same Unified CCX extension in more than one device or device profile. (Configuring a Unified CCX extension in one device or device profile is supported.)

To use Cisco Unified IP Phones 9900 Series, 8900 Series, and 6900 Series as agent devices, the RmCm application user in Unified Communications Manager needs to have “Allow device with connected transfer/conference” option assigned to itself.

 

 

QUESTION 233

A company that is using the Cisco Unified Contact Center Express Enhanced version requires that selected types of agent calls are automatically recorded. Which call recording operation can be used to satisfy this requirement?

 

A.

Instruct agents to use the Record button on Cisco IPPA to trigger recording.

B.

Instruct supervisors to use the Record button on Cisco Agent Desktop to trigger recording.

C.

Instruct supervisors to use the Record button on Cisco Supervisor Desktop to trigger recording.

D.

Configure the Cisco Agent Desktop workflow to trigger recording.

E.

Recording is not supported on the Cisco Unified CCX Enhanced version. It is supported only on the Premium version.

 

Correct Answer: D

Explanation:

On-demand recording of active agent calls, available in Enhanced and Premium versions, improves customer service and encourages appropriate and consistent agent behavior and it is a feature of Cisco Agent Desktop.

 

 

QUESTION 234

Which Cisco Unified Contact Center Express data store contains CSQ information?

 

A.

configuration data store

B.

repository data store

C.

agent data store

D.

historical data store

E.

script data store

 

Correct Answer: A

Explanation:

The Database component is required for any Unified CCX deployment and manages access to the database. The Unified CCX Database contains four data stores. They are as follows:

Configuration data store

Repository data store

Agent data store

Historical data store

The configuration data store contains Unified CCX configuration information such as resources (agents), skills, resource groups, teams, and CSQ information. The repository data store contains user prompts, grammars, and documents. The agent data store contains agent logs, statistics, and pointers to the recording files. The historical data store contains Contact Call Detail Records (CCDRs).

 

Reference:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/expr ess_9_02/design/guide/UCCX_BK_C39FDB35_00_cisco-unified-contact-center- express/UCCX_BK_C39FDB35_00_cisco-unified-contact-center-express_chapter_010.html

 

 

QUESTION 235

Which statement describes DTMF processing on Cisco Unified Contact Center Express with supported SIP-based agent IP phones that are registered to Cisco Unified Communications Manager?

 

A.

Cisco Unified CCX receives the DTMF digits via SIP NOTIFY messages.

B.

Cisco Unified CCX receives the DTMF digits in the RTP payload based on RFC 2833.

C.

Cisco Unified CCX receives the DTMF digits via JTAPI messages.

D.

Cisco Unified CCX receives the DTMF digits via SIP INFO messages.

E.

Cisco Unified CCX receives the DTMF digits as part of the audio encoding in the RTP stream.

 

Correct Answer: C

Explanation:

Unified CCX CTI ports are notified of caller-entered digits (DTMF input) via JTAPI messages from Unified CM. Unified CCX does not support any mechanism to detect in- band DTMF digits where DTMF digits are sent with voice packets. In deployments with voice gateways or SIP phones that only support in-band DTMF or are configured to use in- band DTMF, an MTP resource must be invoked by Unified CM to convert the in-band DTMF signaling so that Unified CM can notify Unified CCX of the caller-entered digits. Be sure to enable out-of-band DTMF signaling when configuring voice gateways in order to avoid using the previous MTP resources.

 

Reference:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/design/guide/UCCX_BK_C39FDB35_00_cisco-unified-contact-center- express_chapter_010.html

 

 

QUESTION 236

How many RTP streams exist on the network when a Cisco Unified Contact Center Express agent is engaged in a call that is being silently monitored and recorded?

 

A.

3

B.

4

C.

5

D.

6

E.

8

 

Correct Answer: D

Explanation:

6 RTP streams exist when UCCE agent is engaged in a call when it is being silently monitored.

 

Reference:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express _9_0/design/UCCX_BK_UD5B347F_00_uccx-solution-reference-network-design_chapter_0110.html

 

 

QUESTION 237

Which statement describes the call recording operation on Cisco Unified Contact Center Express call agents that use Cisco IPPA?

 

A.

Recording is facilitated via desktop monitoring on supported IP phones.

B.

Automatic recording is supported.

C.

Only G.711 codec is supported.

D.

Only SPAN port monitoring is supported.

E.

Call recording is not supported on Cisco Unified CCX call agents that use Cisco IPPA.

 

Correct Answer: D

Explanation:

There is no mechanism created as of now to record the call so we first span and record it from packet capture or from third party software.

 

 

QUESTION 238

Which mechanism enables the Cisco Unified CCX Cisco Agent Desktop application to obtain a copy of the RTP packet stream directly from a supported IP phone?

 

A.

SPAN port monitoring

B.

desktop monitoring

C.

remote SPAN monitoring

D.

reflector port monitoring

E.

ESPAN monitoring

 

Correct Answer: B

Explanation:

Desktop monitoring provides a mechanism for the CAD application to obtain a copy of the RTP packet streams directly from the phone and therefore removes the need for a Monitoring component connected to the SPAN port on the Catalyst switch. A Cisco phone supporting desktop monitoring is required and the agent workstation running CAD must be connected to the data port on the back of the agent phone. The Cisco IP Communicator also supports using desktop monitoring for silent monitoring and recording.

 

Reference:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/expr ess_9_0/design/UCCX_BK_UD5B347F_00_uccx-solution-reference-network- design/UCCX_BK_UD5B347F_00_uccx-solution-reference-network-design_chapter_010.html

 

 

 

QUESTION 239

Which two statements describe the remote supervisory monitoring feature in Cisco Unified Contact Center Express? (Choose two.)

 

A.

It is supported on Cisco Unified CCX Enhanced and Premium editions.

B.

It does not require a Cisco Supervisor Desktop or any data network connectivity.

C.

Agents are aware that they are being silently monitored.

D.

Calls can be silently monitored from a PSTN phone.

E.

It supports G.711 and G.729 codecs.

F.

It works with SPAN port monitoring only.

 

Correct Answer: BD

Explanation:

Agents use the Cisco Agent Desktop (commonly referred to as CAD) to login to the Unified CCX server and control their ACD state, control incoming and outgoing calls, chat with supervisors and other agents on their team, view their own real-time statistics, and view their own recent call activity.

Supervisors use the CSD to view real-time queue and agent statistics, view recent call activity for agents, change agent states, chat with agents, and send marquee messages to all agents on the selected team. With the Enhanced or Premium packages, the supervisor can also barge-in or intercept ACD calls, silently monitor agents, and record agent calls.

 

 

QUESTION 240

Refer to the exhibit. Assume that all shown agents are available to take a call. Which agent will receive the call when a select resource step is triggered in the script for the Customer Service CSQ?

 

clip_image002

 

A.

s1dispatch-PA

B.

s1dispatch-OH

C.

the agent that has been idle the longest

D.

the agent with the shortest handled time

 

Correct Answer: A

Explanation:

The Contact Service Queue (CSQ) controls incoming calls by determining where an incoming call should be placed in the queue and to which agent the call is sent. After you assign an agent to a resource group and assign skills, you need to configure the CSQs.

You assign agents to a CSQ by associating a resource group or by associating all skills of a particular CSQ. Agents in the selected resource group or who have all the selected skills are assigned to the CSQ.

Skills within the CSQ can be ordered. This means, when resources are selected, a comparison is done based on the competency level (highest for “most skilled” and lowest for “least skilled”) of the first skill in the list. If there is a “tie” the n
ext skill within the order is used, and so on.

 

Reference:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/expr ess_10_0/configuration/guide/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10-0/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10-0_chapter_0111.html#UCCX_TP_C6155D52_00

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