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Cisco Implementing Cisco Contact Center Enterprise Chat and Email Sample Questions (Q22-Q27):

NEW QUESTION # 22
Which two ways are departments configured? (Choose two.)

• A. Departments can be created in the ECE console if integrated with PCCE, and they can be imported from SPOG.
• B. Each department has 14 types of resources available for use.
• C. Departments can be created in the ECE console if integrated with PCCE, and they can be imported from ECE Gadget.
• D. Departments cannot be created in the ECE console if integrated with PCCE, and they can only be created in PCCE.
• E. Departments, once created, cannot be deleted from ECE.

Answer: A,C Explanation:
Departments can be configured in two ways: they can be created in the ECE console if integrated with PCCE and imported from SPOG, or they can be created in the ECE console if integrated with PCCE and imported from ECE Gadget. The other options are not two ways in which departments are configured.
NEW QUESTION # 23
Which two changes should be made in the calendar when changes in daylight savings occur? (Choose two.)

• A. Delete the existing shift label before creating a new one for daylight saving time.
• B. Change the timezone at the user group level.
• C. Change the timezone at the department level.
• D. Adjust the start time and end time for all shifts.
• E. Change the timezone at the system partition level.

Answer: B,E Explanation:
When changes in daylight savings occur, the timezone must be changed at both the user group level and the system partition level in order to adjust the start and end times of shifts. This can be done by logging into the Cisco Unified Contact Center Enterprise (UCCE) Administration Portal and navigating to the User Group Management and System Partition Management menus [1], respectively.
Reference:
https://www.cisco.com/c/en/us/td/docs/voiceipcomm/cucm/srnd/collab12/collab12/contactc.html
1. Cisco Collaboration System 12.x Solution Reference Network ...
https://www.cisco.com/c/en/us/td/docs/voiceipcomm/cucm/srnd/collab12/collab12/contactc.html
2. Change the timezone at the user group level: The timezone for all the agents under the user group level should be changed to match the new time after daylight savings. This will ensure that the agents are working according to the new time zone and that their activity is recorded correctly in the system.
3. Change the timezone at the system partition level: The timezone at the system partition level should be changed to match the new time after daylight savings. This will ensure that the system is configured according to the new time zone and that all the activity is recorded in the correct time.
NEW QUESTION # 24
How do chat entry points behave?

• A. Each help link on a website can point to the same entry point.
• B. Multiple help links on a website can point to the same entry point.
• C. Each help link on a website can point to multiple entry points.
• D. Each help link on a website must point to a separate entry point.

Answer: A Explanation:
A chat entry point is a page or link that customers can use to access the chat service. Help links on websites can be configured to point to the same entry point, so customers will see the same interface regardless of which link they use to access the service. This makes it easier for customers to find the help they need, as all the help links will point them to the same entry point.
NEW QUESTION # 25
Where are queue permissions automatically assigned and unable to be changed when picking, pulling, and transferring activities?

• A. UCCE
• B. Service
• C. EECE
• D. Partition

Answer: B
NEW QUESTION # 26
What is the character limit for passwords when installing Enterprise Chat and Email applications?

• A. 0
• B. 1
• C. 2
• D. 3

Answer: D
NEW QUESTION # 27
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