Questions for the 500-442 were updated on : Dec 01 ,2025
Which user role must be assigned to the ToExtVXML variable in the ICM script?
B
What are two channels or features supported by ECE? (Choose two.)
BE
Explanation:
the two channels or features supported by the Cisco Enterprise Chatbot Engine (ECE) are Chat and
Email.
Enterprise Chat and Email (ECE) supports multiple channels or features, including:
B. Chat: ECE provides a comprehensive chat solution that allows agents to interact with customers in
real-time, offering support and assistance through web chat.
E. Email: ECE also supports email interactions, enabling agents to manage and respond to customer
inquiries received via email, with features such as automated responses and email queuing.
Reference: Cisco's documentation on Enterprise Chat and Email (ECE) details the supported channels
and features, including chat and email capabilities for enhanced customer interaction.
What are two parts of a Single Sign-on message flow? {Choose two.)
BD
Explanation:
the Single Sign-on message flow consists of two parts: first, the Identity Service (IdS) detects whether
the user has a valid access token, and if not, the Identity Provider (IdP) provides a login page for
authenticating the user. Once the user is authenticated, the browser issues a PUT of the Finesse
desktop with an access token.
In a Single Sign-on (SSO) message flow for Cisco's contact center solutions, two key parts include:
B. IdS (Identity Service) detects the user has a valid access token: When a user attempts to access a
service, the Identity Service checks if the user's access token is valid, indicating they are already
authenticated.
D. IdP (Identity Provider) provides a login page for authenticating the user: If the user does not have
a valid access token, the Identity Provider will present a login page where the user can authenticate
themselves.
Reference: Cisco's documentation on SSO implementation in contact center environments details the
SSO message flow, including the roles of Identity Services and Identity Providers in authenticating
users.
Which .bat file displays the status of the VXML server and the applications running?
B
Explanation:
the Stalus.bat file will display the status of the VXML server and the applications running.
The .bat file that displays the status of the VXML server and the applications running on it is:
B. Status.bat: This batch file, when executed, provides a snapshot of the current status of the VXML
server, including any VXML applications that are deployed and running. It's a useful tool for
administrators to quickly check the health and status of their VXML applications.
Reference: Documentation for Cisco's Voice Browser or VXML Server typically includes information
on utility scripts like Status.bat that help in managing and monitoring VXML applications.
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)
A, D
Explanation:
Supervisors have capabilities in the Cisco Contact Center environment that agents do not, including:
A. View Team Gadget in Finesse: Supervisors have access to the Team Performance gadget in Cisco
Finesse, allowing them to monitor the real-time performance and status of their team members,
which is not typically available to agents.
D. Log in to CCE Admin: Supervisors often have administrative privileges that allow them to access
the Cisco Contact Center Enterprise Administration interface for configuration and management
tasks, a capability not available to standard agents.
Reference: Cisco Finesse and CCE documentation outline the roles and capabilities within the contact
center platform, including the specific tools and gadgets available to supervisors versus agents.
Which two types of scripts can be created with the Script Editor? (Choose two.)
C, E
Explanation:
With the Script Editor in Cisco's contact center solutions, two types of scripts that can be created are:
C. Routing Scripts: These scripts define the logic for how calls are routed within the contact center,
including decisions based on time of day, caller input, agent availability, and other factors.
E. Administrative Scripts: These scripts are used for system-wide functions that are not directly
related to call routing, such as setting system parameters, defining exception handling routines, or
managing holiday schedules.
Reference: Cisco's documentation on Script Editor and scripting in contact center solutions provides
comprehensive guides on creating and managing Routing and Administrative scripts, outlining their
purposes and functionalities.
How many Workflows are supported by Finesse?
C
Explanation:
In Cisco Finesse, the supported number of Workflows is:
C. up to 100 Workflows with 20 per Team: This allows for a significant degree of customization and
automation within the Finesse environment, enabling different teams to have tailored workflows
that match their specific operational needs and enhance productivity.
Reference: Cisco Finesse documentation provides detailed information on the capabilities and
limitations of workflows within the Finesse environment, including the maximum number of
workflows supported and the allocation per team.
Which tool can be used to verify the configuration of Basic Call settings?
D
Explanation:
the Call Tracer tool can be used to verify the configuration of Basic Call settings. This tool allows
administrators to trace the progress of a call from the time it is placed until it is routed to the correct
destination.
The tool used to verify the configuration of Basic Call settings in Cisco's contact center solutions is:
D. Call Tracer: Call Tracer allows administrators to trace the call flow and verify how calls are handled
based on the current configuration. It's an essential tool for diagnosing and troubleshooting call
processing issues and ensuring that call settings are correctly configured.
Reference: Cisco's documentation on tools and utilities for contact center solutions often includes
information on Call Tracer and its use in verifying call configurations and troubleshooting call flow
issues.
What are two tools an Agent Desktop Admin Role can access? (Choose two.)
C, D
Explanation:
the Agent Desktop Admin Role can access the Script Editor tool and the Config Manager Tools. The
Script Editor tool allows agents to customize their scripts, while the Config Manager Tools allow
administrators to manage their configuration settings across multiple devices.
An Agent Desktop Admin Role in Cisco's contact center solutions can access the following two tools:
C. Reason Code: This tool allows the desktop admin to configure and manage the reason codes that
agents can use to indicate their status (e.g., not ready, wrap-up). It's crucial for tracking and
managing agent availability and productivity.
D. Workflow: This tool enables the desktop admin to define and manage workflows on the agent
desktop, which can automate tasks, present specific call-related information, or trigger alerts based
on predefined conditions.
Reference: Cisco Finesse documentation, which covers agent desktop customization and
administration, provides details on the tools and capabilities available to desktop administrators,
including reason codes and workflows.
What are two PCCE deployment models that support the Avaya ACD Integration? (Choose two.)
BD
Explanation:
the two PCCE deployment models that support the Avaya ACD Integration are DPCCE 12K and
DPCCE 4K. DPCCE 12K is a distributed PCCE deployment model that supports up to 12,000 agents,
while DPCCE 4K is a distributed PCCE deployment model that supports up to 4,000 agents.
The two PCCE (Packaged Contact Center Enterprise) deployment models that support the Avaya
Automatic Call Distributor (ACD) Integration are:
B. DPCCE 12K: This model, designed for larger deployments, supports integration with various third-
party ACDs, including Avaya, allowing for a seamless connection and call routing between systems.
D. DPCCE 4K: Similar to the 12K model but designed for smaller scale deployments, this model also
supports integration with Avaya ACDs, providing flexibility in connecting Cisco's contact center
solutions with Avaya's call distribution systems.
Reference: Cisco's documentation on PCCE deployment models and third-party ACD integration
provides insights into the capabilities and compatibilities of different deployment options, including
those that support Avaya ACD integration.
What are two descriptions for the Agent Targeting Rule? (Choose two.)
AE
Explanation:
the Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE Agent
Peripheral Gateways (PG) by allowing the configuration of Media groups by specifying the Agent id
range and valid Routing Clients. Additionally, the Agent Targeting Rule allows Call Routing to be
configured by specifying the Agent Extension range and valid Routing Clients.
The Agent Targeting Rule in Cisco Contact Center Enterprise (CCE) serves two main purposes:
A. Simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG): By defining
rules that target specific agents or groups of agents based on their extensions or other criteria, the
configuration process for call routing is streamlined, making it easier to manage and maintain.
E. Allows Call Routing to be configured by specifying the Agent Extension range and valid Routing
Clients: This enables precise routing decisions to be made, ensuring that calls are directed to the
appropriate agents based on predefined rules and criteria.
Reference: Cisco CCE documentation that covers Agent Targeting Rules provides detailed
explanations on how these rules function and how they simplify call routing configurations.
How does CUCM function in CCE?
A
Explanation:
In the Cisco Contact Center Enterprise (CCE) environment, CUCM functions as per option A. Unified
Communications Manager (CUCM) queries the Intelligent Contact Management (ICM) component
on how to handle Unified CCE calls and then routes the call according to the instructions provided by
the Unified CCE. This integration allows for seamless call routing and management within the contact
center ecosystem.
Reference: Cisco's documentation on CCE integration with CUCM details this interaction, explaining
how CUCM collaborates with ICM to route calls within the contact center.
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)?
(Choose two.)
DE
Explanation:
Two metrics that are part of the Contact Center Call Quality Key Performance Indicators (KPI)
include:
D. Customer Satisfaction: This metric assesses the level of satisfaction that customers have with their
interactions with the contact center, often measured through surveys or feedback mechanisms.
E. Call Abandon Rate: This metric tracks the percentage of calls that are abandoned by callers before
reaching an agent, indicating potential issues with wait times or call handling efficiency.
Reference: Cisco's documentation on contact center management and KPIs often includes
discussions on various metrics, including customer satisfaction and call abandon rate, highlighting
their importance in assessing call quality.
What does Precision Routing use to determine if an agent is part of its pool?
B
Explanation:
Precision Routing in Cisco Contact Center Enterprise (CCE) uses B. Attributes to determine if an agent
is part of its pool. Attributes can include various criteria such as language skills, product knowledge,
or any other definable characteristic relevant to call routing. This allows for more granular and
flexible routing decisions compared to traditional skill-based routing.
Reference: Cisco's technical documentation on Precision Routing provides insights into how
attributes are used to match callers with the most suitable agents.
Apart from CVP Call Studio, what are two other components that have a role in the VXML
application's functioning? (Choose two.)
C, D
Explanation:
Apart from CVP Call Studio, which is used to design and develop VXML applications, two other
components that play a crucial role in the functioning of VXML applications are:
C. Media Server: This component stores and serves media files, such as audio prompts and music on
hold, that are used by VXML applications during call interactions.
D. Voice Browser: Often referred to as the VXML Gateway in Cisco environments, the Voice Browser
interprets and executes VXML documents, facilitating interaction between callers and the IVR
system.
Reference: Detailed information on the architecture and components of VXML applications can be
found in Cisco's documentation on Unified CVP and VXML Gateway.