Questions for the 500-445 were updated on : Dec 01 ,2025
What is the minimum required network bandwidth for an agent connecting to the ECE servers at
login?
C
Explanation:
The minimum required network bandwidth for an agent connecting to the ECE servers at login is 384
kilobits/second or higher. The other options are not correct.
Reference:
[1]
https://docs.oracle.com/en/cloud/paas/enterprise-chatbot/ececa/network-bandwidth-requirements.html
[2]
https://docs.oracle.com/en/cloud/paas/enterprise-chatbot/ececa/network-bandwidth-considerations.html
Which sequence should be followed while starting ECE?
C
Explanation:
The sequence that should be followed while starting ECE is Services server > Message server >
Database server > File server > Application server. The other options are not correct sequences.
Reference:
[1]
https://docs.oracle.com/en/cloud/paas/enterprise-chatbot/eceug/start-ece.html
[2]
https://docs.oracle.com/en/cloud/paas/enterprise-chatbot/eceug/stop-ece.html
When starting Cisco Enterprise Chat and Email (ECE), the recommended sequence is:
Start the Services server
Start the Message server
Start the Database server
Start the File server
Start the Application server
This sequence ensures that all the necessary services are running and properly configured before
starting the Application server.
Where is the Script selector in CCE mapped in ECE?
D
Explanation:
In Cisco Enterprise Chat and Email (ECE), Script selector in CCE is mapped to the call type. A call type
is a category of interactions, such as chat, email, or voice, that are handled differently in the contact
center. Each call type can be associated with a script that contains the instructions that should be
executed in order to handle the interactions for that call type.
Which two ways are departments configured? (Choose two.)
DE
Explanation:
Departments can be configured in two ways: they can be created in the ECE console if integrated
with PCCE and imported from SPOG, or they can be created in the ECE console if integrated with
PCCE and imported from ECE Gadget. The other options are not two ways in which departments are
configured.
Reference:
[1]
https://docs.oracle.com/en/cloud/paas/enterprise-chatbot/eceug/create-departments.html
[2]
https://docs.oracle.com/en/cloud/paas/enterprise-chatbot/eceug/import-departments.html
What are two considerations when installing Web Servers? (Choose two.)
AB
Explanation:
1. The web server can be installed outside the firewall, as long as it has access to the necessary ports
to communicate with the application server and other components of the system. B. Installing web
server components on a separate VM can help to improve security and performance by isolating the
web server from the rest of the system.
You
can
refer
to
the
following
URLs
for
more
details:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise-
chat-and-email/11_5_1/installation/guide/Cisco_Enterprise_Chat_and_Email_Installation_Guide_11_5_1/Cisco_Enterprise_Chat_and_Email_Installation_Guide_11_5_1_chapter_01.html
How long before incoming activities coming to aliases, for which there are no workflows configured,
are moved to the exception queue?
B
What are three steps in an email process flow? (Choose three.)
CDF
Explanation:
The steps in an email process flow are that the email is pulled in by a listener instance and written to
the database, the Rules Process executes the start and scheduled workflows, and the EAAS notifies
the EAMS of DOTHISWITHTASK. The other options are not steps in the email process flow.
Reference:
[1]
https://help.talend.com/reader/DU6W8U6XMBz6pjGv17JZcQ/hl6l2TqT3Fy6Ugf6U8z~GQ
[2]
http
s://www.dynatrace.com/support/help/how-to-use-dynatrace/persistence/application-
persistence/email-process-flows/
An embedded system is a computer systema combination of a computer processor
[1]
, computer
memory, and input/output peripheral devices that has a dedicated task within a larger mechanical or
electrical system
What must be registered to receive chat messages while registering the application for chat API
integration?
A
Explanation:
To receive chat messages while registering the application for chat API integration, you must register
the webhooks callback URL. The webhooks callback URL is used to receive chat messages from the
chat API and can be used to trigger an action or response when a chat message is received. The other
options are not required for chat API integration.
Reference:
[1]
https://developer.salesforce.com/docs/atlas.en-
us.live_agent_dev.meta/live_agent_dev/live_agent_webhooks_intro.htm
[2]
https://developer.sales
force.com/docs/atlas.en-
us.live_agent_dev.meta/live_agent_dev/live_agent_webhooks_registration.htm
What are three reasons aliases cannot be deleted? (Choose three.)
ACE
Explanation:
Aliases cannot be deleted because they are used in an inbound workflow, associated with the users,
or associated with a queue. They may also be configured as the default alias or associated with a
retriever instance or mail server, but these are not reasons why they cannot be deleted.
Reference:
[1]
https://www.interfaceware.com/message-broker/alias-management.html
[2]
https://www.interfaceware.com/help/alias_deletion.html
[3]
https://www.interfaceware.com/help/alias_management.html
3. If an alias is used in an inbound workflow, it cannot be deleted until it is removed from the
workflow. C. If an alias is associated with a user, it cannot be deleted until it is unassigned from the
user. E. If an alias is associated with a queue, it cannot be deleted until it is removed from the queue.
You
can
refer
to
the
following
URLs
for
more
details:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise-
chat-and-
email/11_5_1/administrator/guide/Cisco_Enterprise_Chat_and_Email_Administrator_Guide_11_5_
1/b_Enterprise_Chat_and_Email_Administrator_Guide_11_5_1_chapter_0103.html
What are four best practices before starting to troubleshoot ECE issues? (Choose four.)
ABFG
Explanation:
Before starting to troubleshoot ECE issues, it is important to know the ECE version and Engineer
Specials installed, collect all ECE services logs, understand the Deployment Model, the call-flow, the
messaging flow, and the configuration, and understand the customer’s intent for the flow of emails
and chats. Restarting the ECE servers and upgrading to the latest Engineer Special may be necessary
in some cases, but are not always the best practices.
Reference:
[1]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris
e_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-
chat-admin-guide-cec_chapter_03.
Which product allows wait messages to be displayed with dynamic text to customers while chat and
call requests are processed?
C
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.
Reference:
[1]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/expre
ss_10_5/configuration/guide/cec_b_crs-express-configuration-guide-cec/cec_b_crs-express-configuration-guide-cec_chapter_01100.html
[2]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/
contact_center/crs/express_10_5/configuration/guide/cec_b_crs-express-configuration-guide-cec
What connects to the Media routing peripheral gateway of ICM to the ECE server?
C
Explanation:
In Cisco Enterprise Chat and Email (ECE) architecture, the media routing peripheral gateway (MRPG)
of the Integrated Contact Manager (ICM) communicates with the ECE application server to route
chat and email interactions to the appropriate agent. The MRPG acts as an intermediary between the
ICM and the ECE server, directing interactions to the correct agent based on the configured routing
rules.
Which three configuration requirements are necessary to implement Agent Single Sign-on in the
ECE/CCE environment? (Choose three.)
DEF
Explanation:
In order to implement Agent Single Sign-on in the ECE/CCE environment, the SSL certificate must be
imported to ECE application servers for Unified CCE installations or the ECE server for Packaged CCE
installations. Additionally, ECE should be integrated with PCCE and the SPOG, and SS0 for CCE needs
to be configured before agent SSO for ECE will work.
Reference:
[1]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide-cec_chapter_02.html
What is the character limit for passwords when installing Enterprise Chat and Email applications?
B
Explanation:
The character limit for passwords when installing Enterprise Chat and Email applications is 29
characters. Passwords must be at least 8 characters in length, and can be up to 29 characters in
length. It is recommended to use a combination of upper and lower case letters, numbers, and
symbols for increased security.
Reference:
[1]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris
e_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide-cec_chapter_02.html
[2]
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/con
tact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-
cec/cec_b_enterprise-chat-admin-guide-cec_chapter_01.html
What are three report categories and templates included for ECE reporting? (Choose three.)
ADF
Explanation:
These are three report categories and templates included for ECE reporting.
Supervisor Status: Reports that provide information about supervisor status, such as the status of
supervisors and their teams.
Service Level Agreement: Reports that provide information about service level agreements, such as
the percentage of interactions that meet or exceed service level targets.
Agent performance: Reports that provide information about agent performance, such as the number
of interactions handled by each agent and the average handle time for each agent. Reference:
Cisco
UCCE
Reporting
Guide:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/reporting/guide/CRS_RG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-reporting-guide_chapter_01100.html
Cisco
UCCE
Reporting
Administration
Guide:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_
10_6/reporting/administration/guide/CRS_RA_BK_R1064C0_00_cisco-unified-contact-center-
enterprise-reporting-administration-guide_chapter_01100.html