500-442 Practice Test

Skills this practice test covers

• Describe what the Router, Logger, Peripheral Gateways and AW/HDS each do in a CCE system.
• Write basic ICM routing scripts that queue the calls of a call type to skill groups.
• Replace skill group routing with attributes and precision queues.
• Configure reason codes, wrap-up reasons, phone books and desktop layouts in Finesse.
• Configure RONA so that a call left ringing at one agent is routed to another.
• Run stock reports, build dashboards and schedule reports in CUIC.

6 domains · 23 topics · 236 of 244 questions sorted by domain

Requirements

• No formal prerequisites: anyone can book the exam.
• Recommended: a basic understanding of how Cisco Unified Contact Center Enterprise is built and how it operates.
• Recommended: familiarity with contact center terms and with Cisco collaboration products.
• Recommended: CCNA-level networking knowledge.

About the 500-442 exam

How to earn the certification

Earns

Unified Contact Center Enterprise Specialization (systems engineer requirement)Specialist

Before

• 200-301 Cisco Certified Network Associate (CCNA)

  Optional. It covers the IP networking that every contact center component depends on.

After

• 500-443 Advanced Administration and Reporting of Contact Center Enterprise

  The advanced exam that builds on this one, with PCCE scripting, Finesse gadgets, mobile agents and CUIC reporting in more depth.

• 350-801 Implementing Cisco Collaboration Core Technologies (CLCOR)

  The core exam for CCNP Collaboration and CCIE Collaboration, for engineers who widen their Cisco collaboration skills.

How to prepare for 500-442

1. 1

   Map the CCE components on paper

   Draw the Router, Logger, Peripheral Gateways, AW/HDS, CVP, CUCM, Finesse and CUIC, and label how a call moves between them. The Overview domain and many later questions rely on this picture.

2. 2

   Script a call from dialed number to agent

   In a lab or demo system, link a dialed number to a call type and a script. Queue the call to a skill group, add a Play Media treatment, and watch the result in Call Tracer.

3. 3

   Rebuild one queue with precision routing

   Take the skill group queue from the last step and rebuild it with attributes and a precision queue. Note which agents each version can reach, and why.

4. 4

   Practise the Finesse administration tasks

   Set Not Ready and wrap-up reason codes, a phone book, a workflow and a desktop layout change in the Finesse administration tool. Then sign in as an agent and check each change.

5. 5

   Score a timed run by domain

   Take the 500-442 practice test in Timed Mode, then sort the misses by domain. Go back to Study Mode for the weakest domain and ask Brainy AI Assistant to trace each missed script or routing case.

   Start a timed 500-442run

Cisco's exam page names two official courses: Understanding Cisco Contact Center Enterprise Foundations (CCEF) and Administering Cisco Contact Center Enterprise (CCEA).

Who 500-442 is for

• Administrators who take over a running Cisco Contact Center Enterprise system and change its routing.
• Systems engineers who need the exam for the Unified Contact Center Enterprise Specialization.
• Support engineers who answer agent and supervisor questions about Finesse, routing and reports.

Typical job titles: Contact center administrator · Contact center engineer · UCCE administrator · Unified communications administrator · Technical support engineer

500-442 glossary

17 terms from the exam objectives and the vendor's official material, each defined in a sentence.

AW/HDS

Administration Workstation with Historical Data Server: the server that administrators connect to and that keeps the historical data used for reports.

Call Studio

Cisco's tool for building the VXML self-service applications that the VXML Server runs for callers.

Call types

Categories of calls, usually set from the dialed number, that decide which routing script runs and how calls are counted in reports.

Cisco Finesse

The browser-based desktop that agents and supervisors use to handle calls, set their state and see their queues.

Cisco Unified Contact Center Enterprise (UCCE)

Cisco's on-premises contact center platform that routes calls and other contacts to agents across one or many sites.

Cisco Unified Intelligence Center (CUIC)

Cisco's web reporting tool for real-time and historical contact center reports and dashboards.

ICM Router

The CCE component that runs routing scripts and decides where each call goes, based on real-time data about agents and queues.

Logger

The CCE component that stores the configuration and routing scripts in its database and passes historical data on to the AW/HDS.

Media Routing Domain

A group of contacts of one media type, such as voice, chat or email, that the system routes and reports on separately.

Micro Applications

Small ready-made Unified CVP functions, such as Play Media, Get Digits and Menu, that a routing script calls to play prompts or collect input.

Mobile Agent

A CCE feature that lets agents take contact center calls on any phone, such as a home or mobile phone.

Outbound Option

The CCE feature that dials customer lists automatically and passes answered calls to agents.

Post Call Survey

A feature that moves the caller to an automated survey after the agent ends the conversation.

Precision queues

Queues built from agent attributes and expressions, so one queue can find agents who match several requirements at once.

Reason codes

Codes that agents choose when they go Not Ready or sign out, so reports show why an agent was unavailable.

RONA

Redirection on No Answer: the setting that moves a call away from an agent who lets it ring too long and makes that agent Not Ready.

Skill groups

Groups of agents with a shared skill, such as a language or a product, that a script can queue calls to.