Cisco Contact Center Enterprise Implementation and Troubleshooting Free Sample Questions

For call context data to be preserved and passed during a blind transfer or consult transfer initiated from a CTI application like Finesse, the User-to-User Information (UUI) field in the SIP header is often used. The Cisco CTIManager service on CUCM has a specific service parameter, 'Send UUI Data for CTI-Initiated Transfers', which must be enabled (set to True) to allow this data to be passed along with the call.

The IdS (Service Provider) must have the IdP's public certificate to validate the digital signature of the incoming SAML assertion. If this certificate is missing, expired, or incorrect in the IdS trust store, the signature validation will fail.

A mismatch in the signing algorithm (e.g., SHA-1 vs. SHA-256) between what the IdP uses to sign the assertion and what the IdS expects will cause a signature validation failure. Modern security practices require SHA-256, and if the IdP is using an older, weaker algorithm, the validation will be rejected.

The ICM Router will only match a call to agents who are in the same Media Routing Domain (MRD). Even if agents are in the correct skill group and are in a 'Ready' state, if the call's MRD (defined by the Call Type) does not match the MRD the agents are configured to handle, the router will consider them unavailable for that specific task. This is a common configuration error that separates agents and tasks into different media pools (e.g., Voice vs. Email).

False. In a standard PCCE deployment model, the CUIC Publisher and Live Data (LD) server are typically co-resident on the Side A Call Server/Router VM. The Logger database resides on the Side A Data Server VM. These are separate virtual machines in the PCCE OVA deployment.

The 'Get Queue Information' node in the ICM Script Editor is used to retrieve real-time statistics about a specified skill group or precision queue. One of the key values it can retrieve is the Estimated Wait Time (EWT), which can then be stored in a variable and used in an 'If' node to make a routing decision, such as offering a callback.

After successfully running the Integration Wizard on the primary (Side A) Administration & Data Server, the immediate next step is to run the same wizard on the secondary (Side B) server. This process uses the configuration from the primary to set up the secondary components, establish the database replication for the Logger and HDS, and ensure high availability.

The System Inventory page, accessible via the CCE Administration (formerly Web Administration) tool, is specifically designed for this purpose. It provides a detailed checklist of all prerequisite configuration tasks and validates them against the system, showing a status of 'Complete', 'Incomplete', or 'Warning'. This allows administrators to track their progress and ensure all foundational requirements are met before proceeding with the main deployment and configuration.

This is the first step. The call is placed in the queue for the specialized nurse skill group. A timeout value of 90 seconds is configured directly in this node. If an agent becomes available within this time, the call is routed. If not, the script proceeds from the node's failure/timeout output terminal.

Following the timeout path from the Queue node, a Set Variable node is used to modify the call's priority. This is typically done by using a formula like Call.QueuePriority = Call.QueuePriority + 1 to elevate its importance in the next queue.

After the priority is elevated, the call is sent to another Queue to Skill Group node, this time targeting the general overflow queue. The call now enters this new queue with its higher priority.

After creating a trustpoint (crypto pki trustpoint ), you must authenticate it by importing the CA certificate. The crypto pki authenticate command initiates this process. You would then paste the Base64 encoded certificate into the terminal.

In Precision Routing, every Attribute must be explicitly associated with one or more Media Routing Domains (MRDs). If an attribute is created but not linked to the MRD that is handling the voice calls, the routing engine will not be able to use that attribute for agent selection for those calls. This is a common oversight when adding new attributes to an existing system.