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500-442 Questions and Answers

Question # 6

Which tool can be used to verify the configuration of Basic Call settings?

A.

Deleted Objects tool

B.

ICM Script Editor

C.

Router Log Viewer

D.

Call Tracer

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Question # 7

Which variable remains available to all scripts in the system until reset?

A.

Caller Entered digits

B.

Call variable

C.

User variable

D.

Peripheral variable

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Question # 8

Which communication protocol is being used between PG/Router and Live Data to generate report information?

A.

TCP

B.

HTTP

C.

TIP

D.

UDP

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Question # 9

How are additional ICM Tools added?

A.

Script Editor is available in the PG and ICM Router server.

B.

PG Server node will add the additional tools provided in the Administration Tools folder.

C.

Admin Server node will add the additional tools provided in the Administration Tools folder.

D.

The Logger Server node will add the additional tools provided in the Administration Tools folder.

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Question # 10

How many Workflows are supported by Finesse?

A.

up to 20 Workflows with 5 per Team

B.

up to 100 Workflows with 5 per Team

C.

up to 100 Workflows with 20 per Team

D.

up to 200 Workflows with 20 per Team

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Question # 11

Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)

A.

ICM script

B.

Skill Targets

C.

Network VRU

D.

Call type

E.

Media routing domain

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Question # 12

Which microapp is used to gather information from the caller?

A.

Play Digit microapp

B.

Play Media microapp

C.

Get Digits microapp

D.

Get Speech microapp

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Question # 13

In Finesse, how are different gadgets enabled for specific team members?

A.

Ask an administrator to configure the team with a custom layout.

B.

Only the same type and configuration of gadgets are supported for all users.

C.

Ask the agent to add the gadget to his desktop after launching Finesse.

D.

Ask the supervisor to add the gadget to the agents desktop.

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Question # 14

What are two channels or features supported by ECE? (Choose two.)

A.

TSMS

B.

Chat

C.

Courtesy Callback

D.

Callback

E.

Email

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Question # 15

What is the suggested mechanism to offer coaching to agents by supervisors?

A.

TeamMessage

B.

Desktop chat

C.

Email

D.

Whisper coaching

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Question # 16

Which two functionalities should a Contact Center typically be provided? (Choose two.)

A.

Skill-Based Routing

B.

Surveys

C.

IVR and Queuing

D.

TCP/IP

E.

Routing Protocols

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Question # 17

Which two steps are required to configure RONA for CCE? (Choose two.)

A.

Survivability

B.

Auto-answer

C.

CCE Web Admin

D.

Scripting logic

E.

Skill target configuration

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Question # 18

What are two parts of a Single Sign-on message flow? {Choose two.)

A.

IdS detects the user has an invalid access token

B.

IdS detects the user has a valid access token

C.

IdS provides a login page for authenticating the user

D.

IdP provides a login page for authenticating the user

E.

Browser issues PUT of the Finesse desktop with an access token

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