500-445 Practice Test

Skills this practice test covers

• Choose an ECE deployment model and install its components the way Cisco recommends.
• Prepare Packaged CCE for ECE, including media routing domains and the integration settings in SPOG.
• Set up ECE queues and agent profiles, and carry out routine administration tasks.
• Build email workflows and CCE routing scripts, and manage how email is stored.
• Configure chat entry points and customize the chat window for website visitors.
• Read ECE report types, configure single sign-on for agents and troubleshoot ECE.

5 domains · 18 topics · 237 of 245 questions sorted by domain

Requirements

• No formal prerequisites: anyone can book the exam.
• Recommended: hands-on work with Unified CCE or Packaged CCE and their architecture.
• Recommended: Administering Cisco Contact Center Enterprise or the same CCE administration knowledge.
• Recommended: a working grasp of how contact centers route and handle customer contacts across channels.

About the 500-445 exam

How to earn the certification

Earns

Advanced Unified Contact Center Enterprise SpecializationSpecialist

Before

• 500-442 Administering Cisco Contact Center Enterprise

  Recommended, not required. It covers the CCE administration that an ECE integration builds on.

After

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

  Cisco's collaboration core exam, which counts toward CCNP Collaboration and CCIE Collaboration.

How to prepare for 500-445

1. 1

   Refresh the CCE foundations

   ECE depends on CCE for routing, so review media routing domains, routing scripts and precision queues before ECE itself. Administering Cisco Contact Center Enterprise covers this ground.

2. 2

   Install ECE in a lab

   Follow Cisco's ECE installation guide for PCCE in a lab, such as a Cisco dCloud environment. Note each prerequisite and component as it goes in.

3. 3

   Give deployment the most hours

   ECE Deployment is the largest domain and the biggest one in the PlanetCert practice test. Study components, deployment models, best practices and the PCCE preparation steps until each one can be explained without notes.

4. 4

   Trace an email and a chat end to end

   Follow one email from the mailbox through its workflow, queue and CCE script to an agent. Then follow a chat from its entry point to an agent, and note each setting it passes.

5. 5

   Practise by domain, then time it

   Work through the 500-445 practice test in Study Mode, starting with troubleshooting and single sign-on, then take a full run in Timed Mode. Ask Brainy AI Assistant to explain any routing step that is still unclear.

   Start a timed 500-445run

Cisco names Implementing Cisco Contact Center Enterprise Chat and Email as the official course for this exam. Cisco partners can find more preparation material in Cisco SalesConnect.

Who 500-445 is for

• Deployment engineers at Cisco partners who add email and chat to customer contact centers.
• Contact center engineers who run Unified CCE or Packaged CCE and are adding digital channels.
• Administrators and support engineers who maintain an ECE installation.
• Solution architects who design multichannel Cisco contact centers.

Typical job titles: Contact center engineer · Deployment engineer · Collaboration engineer · Unified communications engineer · Support engineer · Solutions architect

500-445 glossary

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

Agent Single Sign-on

A setup that lets agents sign in once through an identity provider and reach ECE without a separate ECE password.

CCE Script Editor

The CCE tool for building the routing scripts that decide where each contact goes.

Cisco Packaged Contact Center Enterprise (PCCE)

A form of Contact Center Enterprise that Cisco delivers in fixed, pre-sized deployment models.

Cisco Unified Contact Center Enterprise (UCCE)

Cisco's enterprise contact center platform, which routes customer contacts to agents in large or multi-site deployments.

CTI Server

A Contact Center Enterprise component that shares agent and call events with connected applications.

Enterprise Chat and Email (ECE)

Cisco's application that adds email and web chat channels to Cisco Contact Center Enterprise.

Entry point

The configured start of a chat, such as a button on a web page, which links the conversation to an ECE queue.

ICM Router

The CCE component that runs routing scripts and chooses where each contact goes.

Identity Provider

The service that checks a user's credentials and confirms the user's identity to applications during single sign-on.

Logger

The CCE component that keeps the central configuration database and the routing records.

Media Routing Domain

A CCE setting that groups contacts of one channel, such as email or chat, so they can be routed and reported on separately.

Precision queue

A CCE routing target that matches contacts to agents by a mix of agent attributes, such as language and skill level.

SAML

Security Assertion Markup Language: the standard that carries sign-in confirmation from an identity provider to an application.

Single Pane of Glass (SPOG)

The single web administration interface for Packaged CCE, where the settings for ECE integration are also managed.

Workflows

ECE rules that act on incoming email automatically, for example by classifying a message and sending it to the right queue.