Covers Webex Contact Center telephony architecture, tenant configuration and agent desktop profiles, chat, email, SMS and social digital channels, and advanced voice and digital flow design with AI.
12 free sample questions150 in the full practice test
Telephony and Call Routing · Describe Webex Contact Center telephony architecture options
A telecommunications architect is designing a Webex Contact Center solution for a cloud-first organization. The organization wants to completely eliminate on-premises PBX and gateway hardware while maintaining their existing carrier relationships for PSTN connectivity. Which telephony architecture option natively supports this requirement?
Answer and explanation
Correct answer: B
Cloud Connected PSTN (CCP) allows customers to bring their own carrier (BYOC) to Webex without requiring any on-premises local gateway hardware. The carrier connects directly to the Webex cloud via peering. Local Gateways require on-premises hardware, and Webex Calling with Cisco Calling Plans replaces the existing carrier relationship.
Q2Question 2
Advanced
Telephony and Call Routing · Configure Webex Contact Center telephony integration
A multinational financial enterprise is migrating its contact center to Webex Contact Center.
The organization has specific regulatory constraints:
North American agents must use cloud-native PSTN services to reduce infrastructure footprint.
European agents operate in a strictly regulated country where voice media must traverse local, on-premises trunks for compliance and call recording injection before reaching the cloud.
All agents must exist within a single Webex Contact Center tenant for unified reporting and routing.
As the lead deployment engineer, which combination of telephony architectures must you implement to satisfy these constraints optimally?
graph TD
A[Webex Contact Center Tenant] --> B{Telephony Routing}
B --> C[North America]
B --> D[Europe]
C --> E[Cloud-Native Carrier]
D --> F[On-Premises Carrier]
Answer and explanation
Correct answer: A
This hybrid approach perfectly matches the constraints. Webex Calling with Cisco Calling Plans (or Cloud Connected PSTN) provides a pure cloud telephony footprint for North America. Deploying a Local Gateway (CUBE) in Europe allows the enterprise to terminate local PSTN lines on-premises, satisfying the regulatory requirement to keep media local before it is securely routed to Webex Contact Center.
Q3Question 3
Intermediate
Telephony and Call Routing · Configure Webex Contact Center telephony integration via Webex Calling
When integrating Webex Calling with Webex Contact Center, which configuration step is required in Control Hub to ensure calls are properly routed to the contact center platform?
Answer and explanation
Correct answer: A
To integrate Webex Calling with Webex Contact Center, administrators must provision a Webex Calling number (within a location) and map that specific telephone number to a Webex Contact Center Entry Point in Control Hub. This creates the routing linkage between the unified communications platform and the contact center.
Q4Question 4
IntermediateMultiple answers
Telephony and Call Routing · Configure Webex Contact Center telephony integration via Local gateways
A voice engineer is configuring a Local Gateway (CUBE) to integrate with Webex Contact Center. Which TWO configurations are mandatory on the Cisco Unified Border Element to establish a successful secure SIP trunk to Webex? (Select TWO)
Answer and explanation
Correct answers: B, C
Webex requires secure SIP signaling. The CUBE must be configured with a SIP TLS profile that trusts the Webex root certificates. Furthermore, the tenant-specific SIP URI must be configured in the dial-peer to properly route calls to the specific Webex Contact Center organization.
Q5Question 5
Beginner
Telephony and Call Routing · Configure inbound and outdial telephony options
When configuring an outdial entry point for Webex Contact Center agents, what primary function does the Outdial Automatic Number Identification (ANI) serve?
Answer and explanation
Correct answer: A
The Outdial ANI is the configured Caller ID that will be presented to the external party when an agent makes an outbound call from the Webex Contact Center desktop.
Q6Question 6
Intermediate
Telephony and Call Routing · Configure components to route voice calls within Webex Contact Center
During the configuration of call routing components in Webex Contact Center, an administrator must link an incoming telephone number to a specific flow. Which component serves as this linkage point?
Answer and explanation
Correct answer: C
In Webex Contact Center, an Entry Point is the channel component that associates an incoming contact (such as a dialed telephone number) with a specific routing strategy (Flow).
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