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Cisco 500-445 Exam Syllabus Topics:

Topic Details
Topic 1
  • Describe ECE Report types
  • Troubleshoot ECE
  • ECE Deployment
Topic 2
  • ECE Administration and Configuration
  • Explain ECE Queues
  • Configure ECE
Topic 3
  • Explain CCE Scripting for Email and Storage Management
  • Explain ECE Administration Tasks
Topic 4
  • Explain Agent Single Sign-on for ECE
  • ECE Features and Troubleshooting
Topic 5
  • Describe Chat Entry Points
  • ECE Chat Administration
Topic 6
  • Explain Chat Operation and Chat Customization
  • Configure ECE for Chat
Topic 7
  • Describe Enterprise Chat and Email Components and Deployment Model
  • Define ECE Best Practices

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Cisco Implementing Cisco Contact Center Enterprise Chat and Email Sample Questions (Q35-Q40):

NEW QUESTION # 35
What are four best practices before starting to troubleshoot ECE issues? (Choose four.)

  • A. Upgrade to the latest Engineer Special.
  • B. Collect all ECE services logs.
  • C. Understand the customer's intent for the flow of emails and chats.
  • D. Understand the Deployment Model, the call-flow, the messaging flow, and the configuration.
  • E. Understand the physical model, be it a centralized office or branch location, as well as the VoIP protocol.
  • F. Know the ECE version and Engineer Specials installed.
  • G. Restart the ECE servers.

Answer: B,E,F,G
NEW QUESTION # 36
Which product allows wait messages to be displayed with dynamic text to customers while chat and call requests are processed?

  • A. Dynamic Expanded Call Context Variable
  • B. Dynamic Run Application Script Request
  • C. Call variable on email/chat gadget
  • D. Dynamic Expected Wait Time Variable

Answer: D Explanation:
Dynamic Expected Wait Time Variable is a product that allows wait messages to be displayed with dynamic text to customers while chat and call requests are processed. It allows for the display of expected wait times, wait position, and wait time updates based on the current call volume. This helps to provide customers with a better experience by keeping them informed of their wait times and wait position.
NEW QUESTION # 37
What is the messaging server component for 400 agent deployments?

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

Answer: A
NEW QUESTION # 38
What are three steps in a chat process flow? (Choose three.)

  • A. The application server checks Chat EP configuration.
  • B. The customer initiates a chat and hits Chat Entry Point (EP).
  • C. The application server displays the chat to the agent with a notification.
  • D. EAAS Instances sends NEW_TASK message to MR PIM.
  • E. The agent selects chat in the gadget.
  • F. EAAS notifies EAMS of DOTHISWITH_TASK.

Answer: B,C,E Explanation:
These are three steps in a chat process flow. A: The agent selects chat in the gadget to initiate a chat session. C: Once the chat session is established, the application server will display the chat to the agent and send a notification to the agent that a new chat has arrived. D: The customer initiates the chat by clicking on the chat button or link and hitting the Chat Entry Point (EP) on the website.
NEW QUESTION # 39
Which mode must be used for Always On Availability Group clustering?

  • A. Directory Connection
  • B. SQL Authentication
  • C. Windows Authentication
  • D. Mixed mode

Answer: C
NEW QUESTION # 40
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