Cisco 500-052 Deploying Cisco Unified Contact Center Express Exam Practice Test

According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Cisco Unified CCX 8.0 can support a maximum of 400 agents when deployed with Cisco Unified Communications Manager. This is the highest capacity option for Cisco Unified CCX 8.0, which requires a dedicated server for the Cisco Unified CCX Engine and a dedicated server for the Cisco Unified CCX Database. The maximum number of agents depends on the hardware configuration, the deployment model, and the features enabled. For example, if Cisco Unified CCX is deployed in a high availability mode, the maximum number of agents is reduced to 300. If Cisco Unified CCX is deployed with Cisco Unified Presence, the maximum number of agents is reduced to 250. If Cisco Unified CCX is deployed with Cisco Unified Intelligence Center, the maximum number of agents is reduced to 150. The maximum number of agents also varies for different versions of Cisco Unified CCX. For example, Cisco Unified CCX 7.0 can support a maximum of 300 agents, while Cisco Unified CCX 9.0 can support a maximum of 500 agents. References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 2: Unified CCX Product Overview, Section 2.1: Unified CCX Product Packages, Page 151 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.1: Unified CCX Deployment Models, Page 252 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2: Unified CCX Capacity Planning, Page 293

The three tasks that an agent can perform using email are:

• Save the response as a draft. An agent can save an email response as a draft and resume working on it later. The draft email is stored in the agent’s personal folderand can be accessed from the email control bar. The agent can edit, delete, or send the draft email at any time1.
• Transfer the email to another CSQ. An agent can transfer an email to another Contact Service Queue (CSQ) if the email requires a different skill set or expertise. The agent can select the destination CSQ from a list of available CSQs and add an optional note for the next agent. The email is then removed from the agent’s work area and placed in the selected CSQ2.
• Transfer the email to another agent. An agent can transfer an email to another agent if the email requires a specific agent to handle it. The agent can select the destination agent from a list of available agents and add an optional note for the next agent. The email is then removed from the agent’s work area and placed in the selected agent’s personal folder3.

The other options are not correct because:

• Send the response to the supervisor for review. An agent cannot send an email response to the supervisor for review before sending it to the customer. The agent can only send the email response directly to the customer or save it as a draft4.
• Mark the email as urgent. An agent cannot mark an email as urgent. The urgency of an email is determined by the email server based on the email header. The agent can only view the urgency of an email, but cannot change it5.
• Mark the email as junk. An agent cannot mark an email as junk. The junk email filtering is done by the email server based on the email content and sender. The agent can only view the junk status of an email, but cannot change it6.

References: 1: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 2: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 3: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 4: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 5: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 6: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco

CSQs are associated to the team definition to designate which CSQ information to display on the supervisor desktop. The supervisor desktop allows the supervisor to monitor and manage the agents and the CSQs that are assigned to the team. The supervisor can view the real-time statistics, historical reports, and chat transcripts of the CSQs that are associated to the team. The supervisor can also change the skill competency level of the agents for the CSQs that are associated to the team1, page 2-3, 2, page 2-5, 3, page 2-6. References: Cisco Unified Contact Center Express Features Guide, Release 12.5 (1), Cisco Finesse Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5 (1), Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0 (1)

The Cisco Unified CCX Installer automatically installs the IVR System Prompts and the Unified Communications Operating System on the Cisco Unified CCX server. The IVR System Prompts are the default voice prompts that are used by the Unified CCX applications, such as the Script Editor and the Cisco Unified CCX Editor. The Unified Communications Operating System is the platform software that provides the basic functionality and security for the Unified CCX server, such as the CLI, the web interface, the database, and the license management. The Cisco Supervisor Desktop, the Cisco Unified Communications Manager, and the Workforce Management are not installed by the Cisco Unified CCX Installer. The Cisco Supervisor Desktop is a separate application that can be installed on a client PC to monitor and manage the Unified CCX agents. The Cisco Unified Communications Manager is a separate server that provides call control and signaling for the Unified CCX system. The Workforce Management is an optional component that can be purchased and installed separately to provide scheduling and forecasting capabilities for the Unified CCX agents. References := Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5(1), Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 Course Outline

Historical reports can be generated using the Historical Reporting Client (HRC) and the Cisco Unified Intelligence Center (CUIC). The HRC is a standalone application that allows supervisors and administrators to view and print reports on historical data from the Unified CCX server. The CUIC is a web-based reporting application that provides real-time and historical reports for Unified CCX. Both tools allow users to create, schedule, and export reports on various aspects of the Unified CCX system, such as agent performance, call statistics, and system health. References:

• Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2), Chapter: Historical Reports
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 3: Cisco Unified CCX Reporting, Lesson 1: Cisco Unified CCX Reporting Overview

According to the Cisco Unified Contact Center Express 12.5 Data Sheet1, the maximum number of concurrent chat agents supported by Cisco Unified CCX is 70, regardless of the number of licensed seats. This means that if 70 agents log in as chat agents via an independent browser, they will consume 70 chat agent seats out of the 120 agent seats licensed for the Cisco Unified CCX deployment. The remaining 50 agent seats can be used for voice agents who log in via Cisco Agent Desktop. Therefore, the answer is A. 50. References := Cisco Unified Contact Center Express 12.5 Data Sheet, page 4.

 According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), the two resource selection criteria that are available for a chat Contact Service Queue are longest available and most skilled. These are the criteria that determine how the chat contacts are routed to the available agents in the chat Contact Service Queue. The longest available criterion selects the agent who has been in the ready state for the longest time, regardless of the skill level. The most skilled criterion selects the agent who has the highest skill competency level for the chat Contact Service Queue, regardless of the ready time. These criteria can help to balance the workload and performance of the chat agents, and to match the chat contacts with the most appropriate agents. The other options are not valid resource selection criteria for a chat Contact Service Queue. Least skilled, most handled contacts, and random are not supported for chat routing, as they are not relevant or optimal for chat interactions. References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.3: Agent Web Chat, Page 33

Email is a feature that allows agents to handle customer emails from the Cisco Finesse desktop. Agents can receive, reply, transfer, and close email contacts. Agent Email is only available in the Premium package of Cisco Unified CCX, which provides the maximum level of customer interaction management. The Enhanced and Standard packages do not support Agent Email or other multichannel features such as chat and outbound. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson 1: Cisco Unified Contact Center Express Product Overview - Topic: Cisco Unified CCX Product Packages1

The server that cannot be configured during the installation phase when installing Cisco Unified Contact Center Express (UCCX) on Cisco Unified Computing System (UCS) servers is the SMTP server. The SMTP server is a server that enables the email functionality of UCCX, such as sending email notifications, alerts, and reports. The SMTP server cannot be configured during the installation phase, but it can be configured after the installation by using the Cisco Unified CCX Administration web interface12

The other options can be configured during the installation phase when installing UCCX on UCS servers:

• Cisco Unified Communications Manager (CUCM) server: The CUCM server is a server that provides call control and device management for UCCX. The CUCM server can be configured during the installation phase by specifying the IP address or hostname, the username, and the password of the CUCM server. The CUCM server must be configured before the UCCX installation can proceed12
• DNS server: The DNS server is a server that resolves hostnames to IP addresses and vice versa. The DNS server can be configured during the installation phase by specifying the IP address or hostname of the primary and secondary DNS servers. The DNS server is optional, but it is recommended to use it for easier management and troubleshooting12
• NTP server: The NTP server is a server that synchronizes the time and date of UCCX with a reliable source. The NTP server can be configured during the installation phase by specifying the IP address or hostname of the primary and secondary NTP servers. The NTP server is mandatory, and the installation will fail if the UCCX server cannot reach the NTP server12

References: 1: Cisco Unified Contact Center Express Install and Upgrade Guide, Release 10.0(1) - Unified CCX Installation [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Install and Upgrade Guide, Release 10.0(1) - Unified CCX Configuration [Cisco Unified Contact Center Express] - Cisco 2

The two steps that check out a database connection from the connection pool are DB Read and DB Write. The DB Read step executes a SQL query on a database and returns the result in a ResultSet variable. The DB Write step executes a SQL update, insert, or delete statement on a database and returns the number of rows affected. Both steps require a database connection to perform their operations. The database connection is checked out from the connection pool when the step is executed and checked back in when the step is completed1, pages 4-8 and 4-9. The following steps do not check out a database connection from the connection pool:

• DB Get: This step retrieves a database connection from the connection pool and stores it in a DB Connection variable. The step does not execute any SQL statement on the database. The database connection remains checked out until it is explicitly released by the DB Release step1, page 4-7.
• DB Release: This step releases a database connection that was previously checked out by the DB Get step. The step does not execute any SQL statement on the database. The database connection is returned to the connection pool and becomes available for other steps to use1, page 4-10. References: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.6(2)

Cisco Unified Real-Time Monitoring Tool (RTMT) is a software application that allows administrators and supervisors to monitor and troubleshoot the Cisco Unified CCX system in real-time. RTMT can perform the following tasks:

• Collect trace files: Trace files are logs that contain detailed information about the activities and events of the Unified CCX components, such as services, engines, and applications. RTMT can collect and view trace files from various default viewers that exist in the tool, such as Call Trace, Session Trace, and Audit Log Viewer. RTMT can also download trace files from the server to the local client for further analysis. For more information on how to collect trace files using RTMT, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Trace and Log Central.
• View syslog messages: Syslog messages are logs that contain information about the system events and errors of the Unified CCX components, such as services, engines, and applications. RTMT can view syslog messages in SysLog Viewer, which is a plug-in that runs as a separate application from RTMT. SysLog Viewer can filter, search, and export syslog messages from the server. For more information on how to view syslog messages using RTMT, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: SysLog Viewer.
• Monitor the health of the Cisco Unified CCX system: RTMT can monitor the real-time behavior and performance of the Unified CCX components, such as services, engines, and applications. RTMT can monitor a set of predefined management objects that indicate the health of the system, such as CPU usage, memory usage, disk usage, and networkstatistics. RTMT can also generate various alerts, in the form of emails or SNMP traps, for objects when values go over or below user-configured thresholds. For more information on how to monitor the health of the Cisco Unified CCX system using RTMT, see the Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2), Chapter: Real-Time Monitoring.

The following tasks cannot be performed using RTMT:

• Stop and start Cisco Unified CCX services: Cisco Unified CCX services are processes that run on the Unified CCX server and provide various functions and features, such as Unified CCX Engine, Unified CCX Administration, Unified CCX Database, and Unified CCX Notification Service. RTMT cannot stop and start Cisco Unified CCX services, but it can monitor their status and view their logs and trace files. To stop and start Cisco Unified CCX services, use the Cisco Unified CCX Serviceability web interface and navigate to Tools > Control Center - Network Services. For more information on how to stop and start Cisco Unified CCX services, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Control Center - Network Services.
• Perform backup and restore functions: Backup and restore functions are operations that allow administrators to backup and restore the data and configuration of the Unified CCX system, such as database, recordings, scripts, and prompts. RTMT cannot perform backup and restore functions, but it can monitor the status and progress of these operations. To perform backup and restore functions, use the Disaster Recovery System (DRS) web interface and navigate to Backup > Manual Backup or Restore > Restore Wizard. For more information on how to perform backup and restore functions, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX Disaster Recovery System, Section: Backup and Restore. References:
• Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1)
• Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2)
• Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]4

 Wrap-up data is a feature that allows agents to enter a code or description that indicates the outcome or purpose of a call. This data can be used for reporting and analysis purposes. To enable wrap-up data, the administrator must configure the following settings in the Cisco Desktop Work Flow Administrator:

• In the Agent Desk Settings List, select the desktop setting to which you want to apply wrap-up data.
• In the Work mode on Incoming parameter, select Required with Wrapup Data or Optional with Wrapup Data. This determines whether the agent must or can enter wrap-up data after an incoming call.
• In the Work mode on outgoing parameter, select Required with Wrapup Data or Optional with Wrapup Data. This determines whether the agent must or can enter wrap-up data after an outgoing call.
• In the Wrapup Time parameter, enter the number of seconds that the agent has to enter wrap-up data before the agent state changes to Ready or Not Ready.
• In the Work Flow Groups pane, select the work flow group to which you want to assign wrap-up data reasons.
• In the Available Wrapup Data pane, select the wrap-up data reasons that you want to make available for the selected work flow group, and click the right arrow button to move them to the Work Flow Wrapup Data pane.
• Click the Apply button to save the changes. References:
• Deploying Cisco Unified Contact Center Express (UCCXD) v6.0
• Cisco Unified Contact Center Express Administration Guide, Release 11.6(1) - Chapter 4: Configuring Workflow Groups

The database subsystem is used to communicate with external database servers and execute SQL queries from Unified CCX applications. The database subsystem is available only if the system has a license installed for either the Unified IP IVR or Unified CCX Premium product packages. If the database subsystem is not configured, it will show as out of service on the Control Center page of AppAdmin. This means that the database subsystem is not operational and cannot process any requests from the applications. To configure the database subsystem, you need to add database resources and specify the connection parameters for each database server that you want to access from your applications. You also need to enable the database subsystem from the Control Center page after adding the database resources. References: Cisco Unified Contact Center Express Administration Guide, Release 11.5 (1) - Database Subsystem Configuration

 The correct answer is B. The default script field when adding an application specifies the script that will be executed if there are any problems running the configured script for the application. For example, if the configured script is missing, corrupted, or containserrors, the default script will be executed instead. The default script field is mandatory and must point to a valid script file1.

The other options are not correct because:

• A. When a caller does not enter a choice in a Menu step, it will execute the default script. This is false because the Menu step has its own Timeout branch that determines what to do when the caller does not enter a choice within the specified timeout period. The default script field has no effect on the Menu step2.
• C. When the caller enters a digit in the Menu step that is not defined, the default script will be executed. This is false because the Menu step has its own Unsuccessful branch that determines what to do when the caller enters a digit that is not defined as a valid option. The default script field has no effect on the Menu step2.
• D. When the caller enters a digit that is not checked in the filter of the Get Digit String step, the default script will be executed. This is false because the Get Digit String step has its own Invalid Entry branch that determines what to do when the caller enters a digit that is not checked in the filter. The default script field has no effect on the Get Digit String step3.

References: 1: Cisco Unified Contact Center Express Administration Guide, Release 12.5(1) - Cisco Applications Configuration [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 2: Media Steps [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 3: Input Steps [Cisco Unified Contact Center Express] - Cisco

In a Cisco Unified Contact Center Express deployment with Cisco Unified Communications Manager Express, the embedded browser feature is disabled on the Cisco Agent Desktop. The embedded browser feature allows the agent to view web pages or applications within the Cisco Agent Desktop window, such as customer information, scripts, or web chat. However, this feature requires the Cisco Unified Communications Manager to provide CTI data to the Cisco Agent Desktop, which is not supported by the Cisco Unified Communications Manager Express. Therefore, the embedded browser feature is not available when using Cisco Unified Communications Manager Express as the call control system. References := Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1) SU3, Chapter 2: Preinstallation Tasks for Cisco Unified CCX, Cisco Unified Communications Manager Express, page 2-11.

 Control Center on Cisco Unified Contact Center Express Serviceability Comprehensive and Detailed Explanation: The Control Center on Cisco Unified Contact Center Express Serviceability is a web-based interface that allows you to start, stop, and restart Cisco Unified CCX services. You can also view the status of each service and the server on which it is running. The Control Center is accessible from the Navigation drop-down list on the Cisco Unified CCX Serviceability page. You can select either Network Services or Feature Services to manage the corresponding services. References: Cisco Unified Contact Center Express Operations Guide, Release 11.5 (1) - Cisco Unified CCX Serviceability1, Serviceability Tools1

The three features that are included in Cisco Unified Contact Center Express Supervisor Desktop are graphical reports, dockable windows, and URL push to agents. The graphical reports feature allows supervisors to view real-time and historical reports on agent and team performance, such as service level, average handle time, and agent state. The dockable windows feature allows supervisors to customize their desktop layout by docking or undocking the gadgets, such as the team data, agent data, and chat gadgets. The URL push to agents feature allows supervisors to send a web page URL to one or more agents, which will automatically open in the agent’s browser. The other features listed are not included in the Cisco Unified Contact Center Express Supervisor Desktop. The access to chat logs feature is available in the Cisco Finesse Agent and Supervisor Desktop, which is a web-based alternative to the Cisco Unified Contact Center Express Supervisor Desktop. The send an email to an agent feature is not supported by any Cisco Unified Contact Center Express desktop application, but it can be achieved by using an external email client. The send a call in queue to a specific agent feature is not supported by any Cisco Unified Contact Center Express desktop application, but it can be achieved by using the Cisco Unified Intelligence Center to monitor the queue and the Cisco Finesse Desktop to transfer the call. References := Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 > Module 4: Implementing Cisco Unified Contact Center Express Agent Supervision > Lesson 1: Implementing Cisco Unified CCX Supervisor Desktop > Topic 1.1: Cisco Unified CCX Supervisor Desktop Overview1

 The number of premium seats required for a Cisco Unified Contact Center Express system is based on the maximum number of logged in agents plus the number of IVR and email ports needed. In this case, the maximum number of logged in agents is 150, the number of IVR ports needed for outbound calls is 30, and the number of email ports needed for email agents is 20. Therefore, the total number of premium seats required is 150 + 30 + 20 = 180 seats. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson 1: Cisco Unified Contact Center Express Product Overview - Topic: Cisco Unified CCX Product Packages1

 The three operations that can be performed within the Cisco Finesse IP Phone Agent (IPPA) are:

• A. A supervisor can use Finesse IPPA to act as an agent and accept calls. This is true because Finesse IPPA does not support supervisor tasks such as monitor, barge, and intercept, but supervisors can sign in and perform all agent tasks on their IP Phones. To perform supervisor tasks for Finesse IPPA agents, supervisors must sign in to the Finesse desktop and follow the same steps that they use for the Finesse desktop agents1.
• D. An agent using Finesse IPPA can enter Not Ready, Sign-out, and Wrap-up reasons. This is true because Finesse IPPA allows agents to change their state from Ready to Not Ready, sign out from the Finesse service, and apply wrap-up reasons after handling a call. Agents can select the appropriate reason codes from the list of available options on their IP Phones2.
• E. Agents can log in to Finesse IPPA with Cisco Unified CCX deployed using a Standard license. This is true because Finesse IPPA is supported on all Cisco Unified CCX license packages, including Standard, Enhanced, and Premium. Agents can use Finesse IPPA regardless of the license package that is deployed on Cisco Unified CCX3.

The other options are not correct because:

• B. An agent can sign in to Finesse IPPA and initiate call recording. This is false because Finesse IPPA does not support call recording. Agents cannot initiate, stop, or pause call recording from their IP Phones. Call recording is only supported on the Finesse desktop in the browser4.
• C. A supervisor can sign in to Finesse IPPA and initiate call recording. This is false because Finesse IPPA does not support call recording. Supervisors cannot initiate, stop, or pause call recording from their IP Phones. Call recording is only supported on the Finesse desktop in the browser4.

References: 1: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - IP Phone Agent [Cisco Finesse] - Cisco 2: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release12.5(1) - IP Phone Agent [Cisco Finesse] - Cisco 3: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 4: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - IP Phone Agent [Cisco Finesse] - Cisco

The Cisco Unified Communications Sizing Tool is a web-based application that helps customers and partners accurately size Cisco Unified Communications hardware, software, and services. The tool can be used to size Cisco Unified CCX by selecting the product family, the deployment model, the reference design, the call volume, the agent count, the features, and the hardware specifications. The tool then generates a report that shows the recommended hardware configuration, the software licenses, the power consumption, the rack space, and the bill of materials for the Cisco Unified CCX solution1, 2 References: Solution Design Guide for Cisco Unified Contact Center Express, Release 11.5 (1), Cisco Sizing tools - Cisco Community

To enable a contact center supervisor to access and monitor live data reports for multiple teams, the administrator should assign the supervisor as primary supervisor for one of the teams and as secondary supervisor for other relevant teams. This way, the supervisor can view the live data reports for all the teams that he or she is associated with, either as primary or secondary supervisor. The supervisor can also switch between different teams in the Cisco Finesse desktop or the Cisco Unified Intelligence Center (CUIC) web interface. For more information on how to assign primary and secondary supervisors for teams, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX Application Configuration, Section: Teams.

The following actions will not enable a contact center supervisor to access and monitor live data reports for multiple teams:

• Take no action, because a supervisor cannot monitor more than one team: This is incorrect, because a supervisor can monitor more than one team if he or she is assigned as primary or secondary supervisor for those teams. Taking no action will prevent the supervisor from accessing and monitoring live data reports for any team.
• Assign the supervisor as primary supervisor for all the relevant teams: This is not recommended, because a primary supervisor is responsible for managing and coaching the agents in a team, and having multiple primary supervisors for the same team can cause confusion and conflict. A team should have only one primary supervisor and optionally one or more secondary supervisors. A secondary supervisor can access and monitor live data reports for a team, but cannot perform other supervisory tasks, such as barge-in, intercept, or chat with agents.
• Add the supervisor as a member of all the relevant teams: This is not possible, because a supervisor cannot be a member of a team. A team consists of agents who handle customer contacts, and a supervisor who oversees the performance and activities of the agents. A supervisor can be associated with one or more teams, but cannot be part of a team. References:
• Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 1: Cisco Unified CCX Overview, Lesson 2: Cisco Unified CCX User Roles and Capabilities, Topic: Supervisor Role

In a Cisco Unified CCX application script, a number is read from an external database. The number must then be played out as part of a prompt. The Cisco Unified CCX Editor step that creates a new prompt that can play out the number is the Create Generated Prompt step12

The Create Generated Prompt step is a media step that allows you to create a prompt from a text or a number. The step uses the Text-to-Speech (TTS) engine or the Number-to-Speech (NTS) engine to generate a voice prompt that can be played to the caller. The step has two tabs: General and Settings. The General tab allows you to specify the input type (text or number), the input value (a variable or a literal), and the output prompt (a variable that stores the generated prompt). The Settings tab allows you to configure the TTS or NTS settings, such as the language, the voice, and the speed12

The other options are not correct:

• Create Container Prompt: The Create Container Prompt step is a media step that allows you to create a prompt from a list of existing prompts. The step concatenates the prompts into a single prompt that can be played to the caller. The step has one tab: General. The General tab allows you to specify the input prompts (a list of variables or literals) and the output prompt (a variable that stores the concatenated prompt)12
• Create Language Prompt: The Create Language Prompt step is a media step that allows you to create a prompt from a language-specific prompt. The step selects the prompt that matches the language of the current session and assigns it to a variable. The step has one tab: General. The General tab allows you to specify the input prompt (a variable or a literal that contains a language-specific prompt) and the output prompt (a variable that stores the selected prompt)12
• Create Conditional Prompt: The Create Conditional Prompt step is a media step that allows you to create a prompt based on a condition. The step evaluates the condition and assigns the corresponding prompt to a variable. The step has two tabs: General and Settings. The General tab allows you to specify the condition (a Boolean expression) and the output prompt (a variable that stores the conditional prompt). The Settings tab allows you to specify the true prompt and the false prompt (variables or literals that contain the prompts for the true and false cases)12

References: 1: Cisco Unified Contact Center Express Scripting and Development Series: Volume 2, Editor Step Reference, Release 10.0(1) - Media Steps [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Getting Started with Scripts, Release 10.0(1) - Creating and Editing Scripts [Cisco Unified Contact Center Express] - Cisco 2

 Relative filters are used to generate historical reports for a predefined time period, such as today, yesterday, this week, last week, this month, last month, year to date, or last year. They allow users to select the date range and time range options for the report data. Relative filters are not applicable for real-time or live data reports, which use key criteria and field filters instead. Relative filters are also not used for filtering spam emails or reporting on port usage, which are not related to the report generation process. References:

• Cisco Unified Contact Center Express Report User Guide, Release 11.6 (1), Chapter: Report Filters, Section: Filter Types, Subsection: Date & Time
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 3: Cisco Unified CCX Reporting, Lesson 2: Cisco Unified CCX Historical Reports, Topic: Historical Reports Filters

To troubleshoot a Cisco Unified Contact Center Express engine “Java out of memory” crash, you should perform the following steps:

• Collect the thread dump for Cisco Unified CCX Engine: A thread dump is a snapshot of the state of all the threads that are part of the process. The thread dump will show what each thread is doing, what resources they are holding, and what other threads they are waiting for. This can help identify any deadlocks, loops, or hung threads that could cause memory leaks or high memory usage. To collect the thread dump for Cisco Unified CCX Engine, use the Cisco Unified Real-Time Monitoring Tool (RTMT) and navigate to Trace and Log Central > Collect Files > Select Cisco Unified CCX Engine > Check Thread Dump > Finish. For more information on how to collect the thread dump, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Trace and Log Central, Subsection: Collecting Thread Dumps.
• Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool: The engine heap is the area of memory where the Cisco Unified CCX Engine stores the objects it creates and uses. The engine heap performance data will show how much heap memory is allocated, used, and freed by the engine, as well as the number and frequency of garbage collections. This can help identify any memory leaks, memory fragmentation, or insufficient heap size issues that could cause memory exhaustion or degradation. To collect the engine heap performance data, use the RTMT and navigate to System > Performance > Open Performance Monitoring > Select Cisco Unified CCX Engine > Select Heap Usage and GC Counters. For more information on how to collect the engine heap performance data, see the Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2), Chapter: Unified CCX Engine Heap Usage Monitoring.
• Talk to the customer about the deployment and usage pattern: The deployment and usage pattern of the customer will provide information about the configuration, load, and behavior of the Cisco Unified CCX system. This can help identify any factors that could contribute to the memory issues, such as the number of applications, scripts, sessions, agents, teams, skills, CSQs, triggers, historical reports, etc. The deployment and usage pattern can also help determine the best practices and recommendations for optimizing the system performance and avoiding memory problems. To talk to the customer about the deployment and usage pattern, use the Unified CCX 12.5 Sizing Tool and the Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1) as references.

The following steps are not required or not possible to troubleshoot a Cisco Unified Contact Center Express engine “Java out of memory” crash:

• Check to see if the customer has installed any third party applications: This step is not required, because the Cisco Unified CCX platform does not support the installation of any third party applications. The platform is a closed system that only allows the installation of Cisco-approved software and patches. Any attempt to install third party applications on the platform will cause the system to fail the integrity check and prevent the system from functioning properly. For more information on the platform compatibility and restrictions, see the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide, Release 12.5(1), Chapter: Platform Considerations, Section: Platform Compatibility.
• Collect heap dumps via the Cisco Unified Real-Time Monitoring Tool: This step is not possible, because the RTMT does not provide the option to collect heap dumps for the Cisco Unified CCX Engine. A heap dump is a snapshot of the memory allocation of the process, which shows the objects, classes, and references in the heap. A heap dump can be useful for analyzing the memory usage and finding memory leaks, but it requires a tool that can capture and read the heap dump file. The RTMT can only collect and view trace files, logs, and performance counters for the Cisco Unified CCX Engine. To collect heap dumps for the Cisco Unified CCX Engine, a different tool or method is needed, such as using the jmap command or the [Java VisualVM] tool.
• Check the Cisco Unified CCX Serviceability Control Center: This step is not helpful, because the Cisco Unified CCX Serviceability Control Center only shows the status and allows the control of the Cisco Unified CCX services and components. It does not provide any information or tools for troubleshooting memory issues or crashes. The Control Center can be used to start, stop, or restart the Cisco Unified CCX Engine service, but this will not resolve the root cause of the memory problem. To troubleshoot memory issues or crashes, other tools or methods are needed, such as using the RTMT, the CLI, or the web interface. For more information on the Cisco Unified CCX Serviceability Control Center, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Control Center - Network Services. References:
• Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1)
• Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2)
• Unified CCX 12.5 Sizing Tool
• Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1)
• Cisco Unified Contact Center Express Software and Hardware Compatibility Guide, Release 12.5(1)
• jmap
• [Java VisualVM]
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]8, Module 4: Cisco Unified CCX Maintenance, Lesson 1: Cisco Unified CCX Serviceability and Maintenance, Topic: Troubleshooting Cisco Unified CCX

 To support presence integration, an administrator must perform the following tasks on Cisco Desktop Administrator:

• Assign a contact list to a workflow group: A contact list is a collection of subject matter experts (SMEs) who can assist agents with customer inquiries. A workflow group is a logical grouping ofagents who share the same configuration settings, such as workflows, reason codes, phone books, and contact lists. By assigning a contact list to a workflow group, the administrator enables the agents in that group to see the presence status of the SMEs in the contact list and initiate chat sessions with them.
• Assign an SME to a contact list: An SME is a person who has expertise in a specific domain or topic and can provide assistance to agents or customers. An SME can be an internal or external user who is registered with Cisco Unified Presence. By assigning an SME to a contact list, the administrator adds the SME’s contact information, such as name, phone number, and email address, to the contact list. The administrator can also specify the SME’s availability schedule and skills. References:
• Cisco Unified Contact Center Express Design Guide, Release 10.0 (1) - Presence Integration1
• Cisco Desktop Administrator User Guide - Cisco Unified Presence Settings2
• Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 3: Cisco Unified CCX Agent and Supervisor Desktop Options

The security password is used as the secret key during the second node installation of Cisco Unified Contact Center Express (UCCX). This password is entered during the first node installation and must be the same for all nodes in the cluster. The security password is used to encrypt sensitive data in the database and to authenticate communication between nodes. If the security password is not the same for all nodes, the installation will fail and the cluster will not function properly. References: Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5 (1) - Unified CCX Installation, Free Cisco Deploying Unified Contact Center Express (UCCXD) v6.0 Certification Sample Questions and Answers

According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), the maximum number of agent web chat sessions that is supported on the highest class server is 50. This means that a single agent can handle up to 50 concurrent web chat sessions on a server that meets the highest hardware specifications for Cisco Unified CCX 8.0. The highest class server for Cisco Unified CCX 8.0 is the MCS 7845, which has the following hardware configuration:

• Processor: Two quad-core Intel Xeon E5440 2.83-GHz processors
• Memory: 12 GB RAM
• Hard disk: Four 146-GB SAS hard disks

The maximum number of agent web chat sessions depends on the hardware configuration, the deployment model, and the features enabled. For example, if Cisco Unified CCX is deployed in a high availability mode, the maximum number of agent web chat sessions is reduced to 25. If Cisco Unified CCX is deployed with Cisco Unified Presence, the maximum number of agent web chat sessions is reduced to 20. If Cisco Unified CCX is deployed with Cisco Unified Intelligence Center, the maximum number of agent web chat sessions is reduced to 10. The maximum number of agent web chat sessions also varies for different versions of Cisco Unified CCX. For example, Cisco Unified CCX 7.0 can support a maximum of 25 agent web chat sessions, while Cisco Unified CCX 9.0 can support a maximum of 60 agent web chat sessions. References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.3: Agent Web Chat, Page 331 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.3: Unified CCX Hardware Configuration, Page 372