Question 1.
When configuring the Cisco Unified Contact Center Enterprise with Cisco Unified IP IVR, how is the return on no answer configured for agents?

A. in Cisco Unified ICM agent desk settings
B. in Cisco Unified ICM PG Explorer as a Peripheral Configuration Parameter
C. in the Cisco Unified IP IVR Queue Loop
D. in Cisco Unified Communications Manager as a Forward on No Answer setting

Answer:  A

Question 2.
In order to run the setup program for a Cisco Unified ICM Server, what are the minimum permissions that must be granted to a user?

A. domain admin, read only
B. local user, read only
C. local admin, read write
D. domain admin, read write
E. SQL admin, read write
F. ICM admin, read write

Answer:  C

Question 3.
In the Cisco Unified Contact Center Enterprise solution, how are CTI route points and CTI ports created in the Unified IP IVR 4.0(x)?

A. CTI route points and CTI ports are created from the CRS Administration menu. The CRS  Administration will automatically create and associate the CTI route points and CTI ports in Unified Communications Manager.
B. CTI route points and CTI ports are created and associated to the IP IVR user in Cisco Unified Communications Manager Administration prior to configuring the CTI route points in the IP IVR in the CRS Administration menu.
C. CTI route points and CTI ports can either be created from the CRS Administration menu or from the Cisco Unified Communications Manager Administration as long as the CTI route points and CTI ports are associated to the correct IP IVR user profile.
D. CTI route points and CTI ports are created from the CRS Administration first and then the CTI route points and CTI ports are associated to the correct user using Unified Communications Manager Administration manually.

Answer:  A

Question 4.
Exhibit:
 

In the Cisco Unified Contact Center Enterprise with IP IVR, ring-no-answer dialed number processing is set in the Agent Desk Settings tool of ConfigManager. 

Given this setup, what are two impacts of using this setting this way if the CMPG_RC.INBOUND_8001 dialed number is the same number the calls arrived on originally? (Choose two.)

A. The ring-no-answer calls will be put at the bottom of the queue and have to wait again for an agent to becomeavailable .
B. The caller will be disconnected as a call cannot be hair-pinned back on itself with Cisco Unified IP IVR.
C. The ring-no-answer calls will be "double counted" in the inbound 8001 call type.
D. The caller will hear hold music while the call is transferred back to the Cisco Unified Communications Manager.
E. The caller will be re-directed to a different routing script.

Answer:  A, C

Question 5.
In a Cisco Unified Contact Center Enterprise deployment, with IP IVR for queuing, if the agent's Cisco Unified Communications Manager subscriber fails, what is the expected result?

A. The call in progress is put on hold while the phone re-registers to another subscriber in the cluster and is automatically reconnected when the phone is reset.
B. The call in progress is not impacted; however, the phone re-registers at the end of the call.
C. The call in progress is dropped and the agent has to log in again after the phone resets.
D. The call in progress is not impacted and the agent can transfer/conference and perform other phone features without any impact.

Answer:  B

Question 6.
Where is the Cisco Unified Contact Center Enterprise VRUProgress variable configured and what is this variable used for?

A. The Cisco Unified Contact Center Enterprise VRUProgress variable is configured from the CRA Administration > SubSystems > ICM > VRU Script > VRU Variable. This variable is used to track callers as they progress through a self-service application.
B. The Cisco Unified Contact Center Enterprise VRUProgress is a predefined System variable assessed using the Set node in an ICM routing script to indicate the status of the call at different points in a self-service application.
C. The Cisco Unified Contact Center Enterprise VRUProgress variable is configured from the CRA Administration > SubSystems > ICM > VRU Script > VRU Variable. This variable is used to troubleshoot VRU errors.
D. The Cisco Unified Contact Center Enterprise VRUProgress is a predefined System variable assessed using the Set node in an ICM routing script to indicate tracing levels in the IP IVR.

Answer:  B

Question 7.
In the Cisco Unified ICM database servers, which Microsoft SQL Server Agent rights setting is not allowed on the server local Security Policy Settings?

A. act as part of an operating system
B. log on as a batch job
C. log on as a service
D. allow log on locally

Answer:  D

Question 8.
The Cisco Unified ICM 7.2 implementation may require high-priority addressing on the servers if QoS marking is performed at the network edge. 

Which of the following servers require high-priority addresses identified on the visible network?

A. ICM Call Router
B. Administrative Workstation
C. Logger / Database Server
D. Peripheral Gateway

Answer:  A

Question 9.
The Cisco Unified ICM Call Type Manager is accessed from the ICM Script Editor. 

Which two options are purposes of the Call Type Manager? (Choose two.)

A. to create a dialed number mapping to a call type
B. to determine what call type data is available for reporting
C. to map caller entered digits to the call type
D. to schedule a routing script
E. to schedule an administrative script

Answer:  A, D

Question 10.
Which of the following is not recommended to reside on the C: drive partition of any Cisco Unified ICM Server?

A. Unified ICM Historical Data Server Database
B. Core Unified ICM software
C. Microsoft SQL Server log files
D. Microsoft SQL Server

Answer:  A

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