Pass the Cisco CCEIT 500-444 Questions and answers with ExamsMirror

There are two types of upgrades available for CCE: Common Ground and Standard. A Common Ground upgrade is a type of upgrade that allows you to upgrade from one major release to another major release without having to rebuild your configuration. A Common Ground upgrade preserves your existing configuration and data, and applies the new features and enhancements of the new release. A Common Ground upgrade is supported for certain releases and deployment models, and requires a specific upgrade path. A Standard upgrade is a type of upgrade that allows you to upgrade from one minor release to another minor release within the same major release. A Standard upgrade also preserves your existing configuration and data, and applies the bug fixes and minor enhancements of the new release. A Standard upgrade is supported for all releases and deployment models, and does not require a specific upgrade path12. References:

Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.6 (1) - Upgrade Overview2

Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.5 (1) and 12.5 (2) - Upgrade Overview3

 The URL for the VOS O/S admin page is https:// :8443/osadmin. VOS O/S admin is a web-based tool that allows you to perform various administrative tasks on the Unified CCE servers, such as managing users, certificates, services, network settings, backups, and upgrades. VOS O/S admin requires the fully qualified domain name (FQDN) of the server and the port number 8443 to access the login page. The other options are not valid URLs for the VOS O/S admin page12. References: Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.5(1)1, Cisco Unified Contact Center Enterprise Administration Guide, Release 12.5(1)2.

Option A is correct because if one side of the ICM Logger fails, the other side can still receive historical data from both sides of the ICM Router. However, the failed side will not be able to receive any data until it is restored1.

Option B is correct because the Peripheral Gateways (PGs) are connected to both sides of the ICM Router through the private LAN and the visible network. If the private LAN fails, the PGs can use the visible network to communicate with the active ICM Router and determine which side is the master2.

Option D is correct because the ICM Router uses heartbeats to monitor the status of its duplex pair. If one side does not receive a heartbeat from the other side within a specified time interval, it assumes that the other side has failed and initiates a failover process3.

Option C is incorrect because if one side of the ICM Logger fails, the impact of call processing is not limited to the corresponding side of the ICM Router. The ICM Router can still process calls using the data from the surviving ICM Logger side1.

Option E is incorrect because there is some impact on call processing during an ICM Logger failure. For example, some historical reports may not be available, some configuration changes may not be replicated, and some call data may be lost4.

Option F is incorrect because during an ICM Router failover, calls in progress in Cisco Unified Customer Voice Portal (CVP) are not disconnected. The CVP uses the Survivable Remote Site Telephony (SRST) feature to maintain the calls until the failover is completed5.

References:

1: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-4

2: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-6

3: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-8

4: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-10

5: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-12

Answer: D

The PCCE wizard uses the Service Account login for logins to access the appropriate server and enable interfaces, databases, and protocols. The Service Account login is an existing Active Directory user in the same domain as the Packaged CCE servers. This account is added to the Service group during the initialization of the Packaged CCE deployment type. The Service Account login has the required permissions to access the SQL Server, the Organizational Units, and the Security Groups for the Packaged CCE components.

References:

Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.6 (1) - Initialize the Packaged CCE 2000 Agents Deployment Type1

Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1) - Configure PCCE Local Authorization2

The Active and Configured CUIC Users for the 2K deployment model are 200 and 800 respectively. This means that the CUIC server can support up to 200 concurrent users and up to 800 configured users. A concurrent user is a user who is logged in to CUIC and actively using the application. A configured user is a user who has an account in CUIC, regardless of whether they are logged in or not. The 2K deployment model is one of the UCCE deployment types that defines the maximum number of agents, supervisors, and reporting users that can be supported by the system. The 2K deployment model can support up to 2000 agents, 200 supervisors, and 200 CUIC concurrent users12. References:

Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.5 (1) and 12.5 (2) - CLI Commands during Installation and Upgrade 2

Cisco 500-444 Quiz 1 Topic 8 Questions 1-5 1

Cisco VOS is a Linux-based operating system that runs on Cisco Unified Communications servers. It provides a common platform for various Cisco applications, such as Finesse, CUIC, CVP, and ECE. Finesse is a web-based agent and supervisor desktop solution that integrates with Cisco Unified Contact Center Enterprise (CCE) and Customer Voice Portal (CVP). CUIC is a web-based reporting and analytics solution that provides real-time and historical data for Cisco Unified CCE and CVP. CVP is a software-based solution that provides call control, voice self-service, and outbound dialing capabilities. ECE is an email and chat solution that integrates with Cisco Unified CCE and Finesse.

References:

Cisco VOS System Administration - Certificate Management1

Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.6 (2) - Prepare Customer Site Servers2

Troubleshooting Cisco Contact Center Enterprise (CCET) Course Outline

Answer: B

The sync job that runs every 10 minutes to bring back the OUT_OF_SYNC machine to the IN_SYNC state is the Automated differential sync job. This sync job compares the configuration of the Packaged CCE components on the primary and secondary nodes and applies the changes to the secondary node if there is any difference. The Automated differential sync job is enabled by default and runs every 10 minutes. It can also be triggered manually from the SPOG UI12.

References:

Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0 (1) - Synchronize the Configuration1

Troubleshoot CVP on SPOG that Shows Out of Sync - Cisco3

= UC on UCS Tested Reference Configuration (TRC) is a type of deployment option for Cisco Unified Communications applications on Cisco Unified Computing System (UCS) servers. TRC is defined as Configuration Based, which means that it specifies the exact hardware configuration, including server model, CPU, memory, disk, RAID settings, BIOS settings, and network adapters. TRC also requires VMware vSphere as the virtualization software, and does not support any other hypervisor. VMware vCenter is not required for TRC, but it is recommended for managing multiple ESXi hosts. TRC is different from Specs-based, which is defined as Rule Based, and allows more flexibility in choosing the hardware components, as long as they meet the minimum requirements and follow the rules defined by Cisco. Specs-based also supports other hypervisors besides VMware vSphere, such as Microsoft Hyper-V and KVM. References :=

Troubleshoot UC on UCS TRC, UC on UCS Specs-based, and 3rd-party Specs-based Deployments1

Collaboration Virtualization Sizing2

Unified Computing System Hardware3

What to select - Cisco BE6000 or UC-on-UCS45

When an agent transfers a call to another ICM Skill Group, the call should be transferred to a CTI route point that is associated with a routing client and a dialed number in the ICM configuration. This way, the ICM can route the call to the appropriate agent based on the skill group and the call context. The ICM can also maintain the end-to-end reporting context for the call, such as the original call type, the transfer reason, the transfer time, and the transfer destination. If the call is transferred to an agent IP phone, a route pattern, or a translation pattern, the ICM will lose the visibility and control of the call, and the reporting context will be broken.

References: Troubleshooting Cisco Contact Center Enterprise (CCET) course, Module 3: Troubleshooting Call Flows, Lesson 3: Troubleshooting Transfers12

Monitor mode is a feature of the Script Editor tool that allows the user to view the data flow in the script as it executes. Monitor mode displays the values of variables, labels, and expressions as the script runs. It also shows the path that the script takes through the various steps and branches. Monitor mode can be used to troubleshoot and debug scripts, as well as to verify the logic and functionality of the script. Monitor mode can be accessed by clicking the Monitor button on the toolbar or by pressing F5. References: Contact Center Enterprise Troubleshooting and Configuration - Cisco, page 17; Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.6(1), section “Scripting Specifics in a Packaged CCE Environment”.