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Cisco 500-445 Exam Syllabus Topics:

Topic	Details
Topic 1	Describe Enterprise Chat and Email Components and Deployment Model Define ECE Best Practices
Topic 2	Explain ECE Email Administration Describe Workflows ECE Email Administration
Topic 3	Explain CCE Scripting for Email and Storage Management Explain ECE Administration Tasks
Topic 4	Describe ECE Report types Troubleshoot ECE ECE Deployment
Topic 5	Prepare PCCE for ECE and Integration Explain ECE Installation process
Topic 6	ECE Administration and Configuration Explain ECE Queues Configure ECE

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Cisco Implementing Cisco Contact Center Enterprise Chat and Email Sample Questions (Q12-Q17):

NEW QUESTION # 12
What are two ways the agent SSO functions in the ECE/CCE environment? (Choose two.)

• A. Unified CCE agents configured for SSO in Unified CCE can now access the ECE gadget in Cisco Finesse, but they have to input their credentials.
• B. SS0 is not enabled by default; configuration is necessary.
• C. SS0 allows administrators to check the status of agent and supervisor performance.
• D. SS0 allows agents, supervisors, and administrators to provide CCE credentials once and be authenticated across multiple disparate applications.
• E. Unified CCE agents who are not configured for SSO in Unified CCE are not allowed to access the ECE gadget within Cisco Finesse.

Answer: A,D
NEW QUESTION # 13
What is the maximum size of an attachment to be downloaded by an agent user interface before temporary slowness may be experienced?

• A. 40 KB
• B. 50 KB
• C. 20 KB
• D. 30 KB

Answer: D Explanation:
The maximum size of an attachment to be downloaded by an agent user interface before temporary slowness may be experienced is 30 KB. Attachments larger than 30 KB may take longer to download and could cause temporary slowness in the user interface. When sending attachments to an agent's user interface, it is recommended to keep the size of the attachment to less than 30 KB.
NEW QUESTION # 14
Which information in ECE allows administrators to set up working and non-working hours and days for employees in their department?

• A. Business calendars
• B. Business hours
• C. Administrative script
• D. Time of day

Answer: A Explanation:
Business calendars in ECE allow administrators to set up working and non-working hours and days for employees in their department. The business calendar can be used to define holidays, working hours, operating hours, vacation times, and other important time-related information. This allows administrators to ensure that the department is properly staffed at all times and that employees are not working outside of their scheduled hours.
NEW QUESTION # 15
What is the messaging server component for 400 agent deployments?

• A. collocated only with services server
• B. collocated with other components and with services server
• C. always installed on a dedicated VM
• D. collocated with other components

Answer: B Explanation:
Collocated with other components and with services server, means that the messaging server component will be installed on the same machine as other components and with services server, which is suitable for 400 agent deployments. This allows for better resource utilization and cost efficiency. This configuration is also known as a "co-resident" deployment. Reference: https://www.cisco.com/c/en/us/td/docs/voiceipcomm/custcontact/contactcenter/crs/expresscompatibilitymatrix/115/cecb_crs-ece-11-5-compatibility-matrix.html
NEW QUESTION # 16
Which four tools should be taken into consideration for Troubleshooting ECE issues? (Choose four.)

• A. Service Process Monitor
• B. Cisco Email and Chat Analyzer
• C. ECE Agent toolkit Monitor
• D. ECE LiteAgent
• E. Activity Audit
• F. Service Activity Monitor
• G. Router Email and Chat Viewer
• H. Service Instance Monitor

Answer: A,B,F,H Explanation:
Cisco Email and Chat Analyzer, Service Process Monitor, Service Instance Monitor, and Service Activity Monitor. The Cisco Email and Chat Analyzer is a tool used to monitor and analyze email and chat traffic. The Service Process Monitor is used to track various service processes and view the logs associated with them. The Service Instance Monitor is used to view the details for each service instance, such as the status, activity, and response time. The Service Activity Monitor is used to track the activity of the services, such as the number of inbound and outbound requests.
NEW QUESTION # 17
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