Passing Cisco 500-445 Exam Using 2023 Practice Tests
500-445 Study Guide Brilliant 500-445 Exam Dumps PDF
Cisco 500-445 Exam Syllabus Topics:
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NEW QUESTION 17
What are four best practices before starting to troubleshoot ECE issues? (Choose four.)
- A. Collect all ECE services logs.
- B. Understand the Deployment Model, the call-flow, the messaging flow, and the configuration.
- C. Understand the customer's intent for the flow of emails and chats.
- D. Upgrade to the latest Engineer Special.
- E. Understand the physical model, be it a centralized office or branch location, as well as the VoIP protocol.
- F. Know the ECE version and Engineer Specials installed.
- G. Restart the ECE servers.
Answer: A,B,C,F
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.
NEW QUESTION 18
Which items must be configured before agents can reply to emails from customers?
- A. Inbound workflows, Outbound workflows, Queues, DN
- B. Email aliases, Inbound workflows, Users, Queues
- C. Inbound workflows, Outbound workflows, Email aliases, Users, Queues
- D. Inbound workflows, Outbound workflows, Users, Email aliases
Answer: C
NEW QUESTION 19
What is the character limit for passwords when installing Enterprise Chat and Email applications?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: 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.
NEW QUESTION 20
In which two ways are chats transferred? (Choose two.)
- A. Chats can be transferred to departments directly.
- B. Agents have unlimited transfers of chat activity.
- C. Only open chat activities in which the customer has not left the chat session can be transferred.
- D. Agents can transfer the chat activities based on the Maximum Task limit setting.
- E. Only one chat activity can be transferred at a time.
Answer: A,C
Explanation:
In Cisco's Unified Contact Center Enterprise (UCCE), chat activities can be transferred in two ways: A. Only open chat activities in which the customer has not left the chat session can be transferred: If the customer has left the chat session before the transfer, it cannot be transferred.
1. Chats can be transferred to departments directly: Chat activities can be transferred to different departments based on the customer's needs or the agent's ability to handle the inquiry.
It's also important to note that the ability to transfer chats and the number of transfers that can be made may be limited by the specific configuration of the UCCE system.
NEW QUESTION 21
How is Chat Watchdog Interval used?
- A. to control the time interval after which a chat activity is tagged as abandoned if an agent could not accept it
- B. to control the time interval after which a chat activity is tagged as abandoned if it could not be assigned to an agent
- C. to control the time interval after which a chat activity is tagged as abandoned if it could not get any response from UCCE
- D. to control the time interval after which a chat activity is tagged as abandoned if it could not be routed to UCCE
Answer: A
Explanation:
Chat Watchdog Interval is used to control the time interval after which a chat activity is tagged as abandoned if an agent could not accept it. The purpose of the Chat Watchdog Interval is to ensure that a customer's chat request is not left unattended for an extended period of time. If an agent is not available to accept the chat within the specified time period, the chat activity will be marked as abandoned. This allows the system to route the chat to another agent or take other appropriate actions to ensure that the customer's needs are met in a timely manner.
NEW QUESTION 22
Which two items in UCCE need to be installed and available for use before installing Enterprise Chat and Email? (Choose two.)
- A. ICM router, logger, admin workstation
- B. CTI server
- C. call manager
- D. customer voice portal
- E. social miner
Answer: A,B
NEW QUESTION 23
What is the character limit for passwords when installing Enterprise Chat and Email applications?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
NEW QUESTION 24
Which two types of data does a file server store? (Choose two.)
- A. report templates
- B. application files
- C. application log files
- D. system files
- E. error log files
Answer: B,D
Explanation:
Reference:
A file server is a computer or device that stores and manages files, allowing multiple users and devices to access the files over a network.
1. Application files: file servers typically store application files, which are files that are used by software programs. These files can include executable files, DLLs, configuration files, and other types of files that are needed to run the software.
2. System files: file servers also store system files, which are files that are used by the operating system. These files include system libraries, drivers, and other types of files that are required for the operating system to function properly.
Microsoft: What is a File Server?
Oracle: File Server
Cisco: File Server
File servers can also store other types of files such as user documents, media files, and other types of files, but the above mentioned files are some of the examples that are commonly stored in file servers.
NEW QUESTION 25
Which server on WXM communicates with ECE, and what TCP port is used for the HTTPS connections with cloud connect services?
- A. Application server, 8445
- B. Web server, 8443
- C. Database server, 1433
- D. Services server, 15097
Answer: B
Explanation:
The Web server on the WXM (Web Experience Manager) platform is responsible for communicating with Enterprise Chat and Email (ECE) and uses TCP port 8443 for HTTPS connections with cloud connect services. This port is the relevant port for ECE communication and must be open on the firewall for ECE to function correctly.
Reference:
In WXM (Webex Experience Management), the web server communicates with ECE (Enterprise Chat and Email) and the HTTPS connections with cloud connect services are made using TCP port 8443.
The Web server is responsible for handling the incoming web traffic, such as customer chat and email requests, and forwarding them to the appropriate ECE workflow.
TCP port 8443 is a commonly used port for HTTPS connections and is the default port for HTTPS traffic. This port is used for secure communication between the WXM web server and ECE, and other cloud connect services.
NEW QUESTION 26
What are two considerations when installing Web Servers? (Choose two.)
- A. Web server is not mandatory and is optional.
- B. The web server cannot be separated from its corresponding application servers across a firewall.
- C. Web server components should be installed on a separate VM.
- D. Web server components should always be installed along with the application server.
- E. The web server can be installed outside the firewall.
Answer: A,B
NEW QUESTION 27
Which two types of data does a file server store? (Choose two.)
- A. report templates
- B. application files
- C. application log files
- D. system files
- E. error log files
Answer: B,D
NEW QUESTION 28
What is the maximum value for the 'MaxMessageSize' property to allow the total number of characters for each chat message?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
NEW QUESTION 29
Which two changes should be made in the calendar when changes in daylight savings occur? (Choose two.)
- A. Adjust the start time and end time for all shifts.
- B. Delete the existing shift label before creating a new one for daylight saving time.
- C. Change the timezone at the department level.
- D. Change the timezone at the system partition level.
- E. Change the timezone at the user group level.
Answer: A,B
NEW QUESTION 30
How long before incoming activities coming to aliases, for which there are no workflows configured, are moved to the exception queue?
- A. 60 minutes
- B. 24 hours
- C. 120 minutes
- D. 240 minutes
Answer: C
NEW QUESTION 31
Which LDAP URL allows configuration in the properties pane under SSO configuration?
- A. Ldap://idap_server:443
- B. Ldap://idap_server:3269
- C. Ldap://idap_server:3268
- D. Ldap://idap_server:80
Answer: C
Explanation:
It is the URL used to connect to the LDAP server for authentication during the Single Sign-On (SSO) process. It is a standard URL format that specifies the protocol (ldap), the server name (idap_server) and the port number (3268) used to connect to the LDAP server.
NEW QUESTION 32
What are three reasons aliases cannot be deleted? (Choose three.)
- A. it is associated with the mail server.
- B. It is configured as the default alias.
- C. it is associated with a queue.
- D. lt is associated with the users.
- E. It is associated with a retriever instance.
- F. It ts used in an inbound workflow.
Answer: A,D,F
NEW QUESTION 33
Which TCP must be opened in the firewall between Services server and Messaging server?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
Explanation:
The TCP port 587 must be opened in the firewall between Services server and Messaging server in order for the two systems to communicate. Port 587 is the standard SMTP (Simple Mail Transfer Protocol) port used for outbound email communication.
NEW QUESTION 34
What are three steps in a chat process flow? (Choose three.)
- A. EAAS notifies EAMS of DO_THIS_WITH_TASK.
- B. The agent selects chat in the gadget.
- C. The application server checks Chat EP configuration.
- D. The application server displays the chat to the agent with a notification.
- E. EAAS Instances sends NEW_TASK message to MR PIM.
- F. The customer initiates a chat and hits Chat Entry Point (EP).
Answer: B,C,F
NEW QUESTION 35
What are three steps in an email process flow? (Choose three.)
- A. Rules Process executes the start and scheduled workflows.
- B. Email is pulled in by retriever instance and written to the database.
- C. Email is pulled in by listener instance and written to the database.
- D. MR PIM returns DO_THIS_WITH_TASK to EAAS with AgentID.
- E. EAAS notifies EAMS of DO_THIS_WITH_TASK.
- F. EAAS Instances sends NEW_TASK message to MR PIM.
Answer: B,C,E
NEW QUESTION 36
Which User objects in Enterprise Chat and Email are mapped in UCCE?
- A. Supervisor, Administrator
- B. Agent, Supervisor, Administrator
- C. Agent
- D. Agent, Supervisor
Answer: B
Explanation:
In Enterprise Chat and Email (ECE), the Agent, Supervisor, and Administrator user objects are mapped in Cisco Unified Contact Center Enterprise (UCCE). This allows UCCE to access the data and information associated with ECE users and use it for reporting and analytics.
NEW QUESTION 37
What are two specifications for reporting templates? (Choose two.)
- A. Any number of reports can be created from a template.
- B. Templates can be deleted.
- C. Only one report can be created per template.
- D. The availability of templates is controlled by licenses.
- E. A user can only create ten reports per template.
Answer: A,D
NEW QUESTION 38
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