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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Digital channel troubleshooting - Digital contact routing configuration - Chat, email, SMS, social media channel integration |
| Tenant Configuration and Reporting | 30% | - Network requirements for Webex Contact Center - User and team configuration - Agent and supervisor desktop setup - Call recording configuration - Reporting dashboards and visualizations |
| Telephony and Call Routing | 30% | - Voice channel troubleshooting - Inbound and outbound telephony settings - Telephony integration configuration - Webex Contact Center telephony architecture options - Voice call routing components configuration |
| Advanced Features and AI | 25% | - Advanced workflow design - Third-party integrations and APIs - Analytics and optimization - AI-powered routing and automation |
A Webex Contact Center manager wants to synchronize Webex App presence states with the Webex Contact Center Agent Desktop to improve agent efficiency. Also, the manager wants the Agent Desktop to automatically switch to the already configured the "WebexAppCall" Webex Contact Center idle state when an agent is engaged in a non-Webex Contact Center call on the Webex App. Which three actions must be taken to meet these requirements? (Choose three.)
Correct Answer: A,C,F 🗳️
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What are two characteristics of the Microsoft Dynamics 365 Connector integration for Cisco Webex Contact Center? (Choose two.)
Correct Answer: A,B 🗳️
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Refer to the exhibit. A Webex Contact Center agent has no Multimedia Profile assigned to it, yet the agent can accept voice and digital channels. Which configuration object's Multimedia profile is inherited by the agent?
Correct Answer: C 🗳️
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Cisco Webex Contact Center uses Local Gateway for PSTN services. The Webex Contact Center supervisor notices that callers receive the initial greeting, which allows them to select an option, and then the call drops. Which action helps to identify the cause of the issue?
Correct Answer: C 🗳️
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A major corporation wants to migrate to Webex Contact Center but requires that the current PSTN carrier and enterprise PBX based agents be retained in its on-premises environment.
Which action must the engineer take to meet this requirement?
Correct Answer: C 🗳️
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