500-445 CCECE
Cisco Contact Center Enterprise Chat and Email v1.0 (500-445)

Implementing Cisco Contact Center Enterprise Chat and Email
Duration: 90 minutes
Languages: English
Associated certification Advanced Unified Contact Center Enterprise Specialization

Exam overview
This exam tests a candidate’s knowledge of deploying and administering Cisco Enterprise Chat and Email (ECE).

Exam preparation
Official Cisco training

Implementing Cisco Contact Center Enterprise Chat and Email (CCECE)


Exam preparation
Official Cisco training

Implementing Cisco Contact Center Enterprise Chat and Email (CCECE)
Exam Description: Implementing Cisco Contact Center Enterprise Chat and Email v1.0 (CCECE 500-445) exam is associated with the Advanced Unified Contact Center Enterprise Specialization requirements for Deployment Engineers. This exam tests a candidate’s knowledge of deploying and administering Cisco Enterprise Chat and Email (ECE). The course Implementing Cisco Contact Center Enterprise Chat and Email helps candidates to prepare for this exam.
The following topics are general guidelines for the content likely to be included on the exam. However, other related topics may also appear on any specific delivery of the exam. To better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.

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40% 1.0 ECE Deployment
1.1 Describe Enterprise Chat and Email Components and Deployment Model
1.2 Explain ECE Installation process
1.3 Define ECE Best Practices
1.4 Prepare PCCE for ECE and Integration

20% 2.0 ECE Administration and Configuration
2.1 Explain ECE Administration Tasks
2.2 Configure ECE
2.3 Explain ECE Queues

10% 3.0 ECE Email Administration
3.1 Explain ECE Email Administration
3.2 Describe Workflows
3.3 Explain CCE Scripting for Email and Storage Management

10% 4.0 ECE Chat Administration
4.1 Configure ECE for Chat
4.2 Describe Chat Entry Points
4.3 Explain Chat Operation and Chat Customization

20% 5.0 ECE Features and Troubleshooting
5.1 Describe ECE Report types
5.2 Explain Agent Single Sign-on for ECE
5.3 Troubleshoot ECE
 

QUESTION 1
How is Chat Watchdog Interval used?

A. to control the time interval after which a chat activity is tagged as abandoned if an agent could not accept it
B. to control the time interval after which a chat activity is tagged as abandoned if it could not get any response from UCCE
C. to control the time interval after which a chat activity is tagged as abandoned if it could not be routed to UCCE
D. to control the time interval after which a chat activity is tagged as abandoned if it could not be assigned to an agent

Answer: D

QUESTION 2
What are two specifications for reporting templates? (Choose two.)

A. The availability of templates is controlled by licenses.
B. A user can only create ten reports per template.
C. Only one report can be created per template.
D. Any number of reports can be created from a template.
E. Templates can be deleted.

Answer: A,D

QUESTION 3
What is the limit of concurrent agents per application server?

A. 400
B. 600
C. 1200
D. 1800

Answer: D

QUESTION 4
In which two ways are chats transferred? (Choose two.)

A. Only open chat activities in which the customer has not left the chat session can be transferred.
B. Chats can be transferred to departments directly.
C. Agents can transfer the chat activities based on the Maximum Task limit setting.
D. Agents have unlimited transfers of chat activity.
E. Only one chat activity can be transferred at a time.

Answer: A,E

QUESTION 5
Which LDAP URL allows configuration in the properties pane under SSO configuration?

A. Ldap://idap_server:3269
B. Ldap://idap_server:80
C. Ldap://idap_server:443
D. Ldap://idap_server:3268

Answer: B