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Default SMTP server settings, Alarm service delay, and Auto response number. The Default SMTP server settings are used to configure the server that will be used to send and receive emails. The Alarm service delay controls the amount of time before an alert is triggered when a customer does not respond to a ticket. The Auto response number is used to set the maximum number of times an auto-response will be sent for each ticket.

References: [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_03.html  [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/

The maximum value for the ‘MaxMessageSize’ property to allow the total number of characters for each chat message is 2000. This is the maximum number of characters that can be sent in a single chat message. Messages with more than 2000 characters will be truncated.

References: [1] https://docs.microsoft.com/en-us/microsoftteams/media-classes-in-teams-enterprise-chat-and-email  [2] https://docs.microsoft.com/en-us/microsoftteams/configure-enterprise-chat-and-email-with-enterprise-chat-and-email-in-teams  [3] https://www.ombud.com/blog/enterprise-chat-email-microsoft-teams-broadcast  [4] https://www.cmswire.com/digital-workplace/enterprise-chat-the-future-of-work-communications/  [5] https://www.globaldataservices.com/blog/enterprise-chat-email-in-microsoft-teams/

Enterprise Chat and Email (ECE) is a Cisco product that allows customers to communicate with a business through various channels such as chat, email, social media, and other digital channels.

To use the ECE_Email and ECE_Chat media classes, configuration is required.

D. ECE_Email: ECE_Email media class is used to configure the email channel, this includes settings such as email address, email server, and other email-related configurations. This media class is used to route incoming email to the appropriate agent or department.

E. ECE_Chat: ECE_Chat media class is used to configure the chat channel, this includes settings such as chat server, chat client, and other chat-related configurations. This media class is used to route incoming chats to the appropriate agent or department.

References:

Cisco: Cisco Enterprise Chat and Email

Cisco: Cisco Enterprise Chat and Email Media Class Configuration

Cisco: Cisco Enterprise Chat and Email Media Class Configuration Guide

Data masking is the process of replacing sensitive data with realistic but not real data to protect it from unauthorized access or exposure. It is typically used to protect sensitive data such as personal identification numbers, credit card numbers, and other confidential information.

The process scans content and applies regular expressions to mask the sensitive information by replacing the sensitive data with a set of predetermined characters or values, such as asterisks or random characters. This makes it difficult for unauthorized users to access the sensitive data, while still allowing the data to be used for testing, development, and other purposes.

These are three steps in a chat process flow. A: The agent selects chat in the gadget to initiate a chat session. C: Once the chat session is established, the application server will display the chat to the agent and send a notification to the agent that a new chat has arrived. D: The customer initiates the chat by clicking on the chat button or link and hitting the Chat Entry Point (EP) on the website.

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.

References: [1] 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/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

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.

References: [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

Collocated with other components and with services server, means that the messaging server component will be installed on the same machine as other components and with services server, which is suitable for 400 agent deployments. This allows for better resource utilization and cost efficiency. This configuration is also known as a "co-resident" deployment. Reference: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility_matrix/11_5/cec_b_crs-ece-11-5-compatibility-matrix.html