[Mar-2024] 500-052 Dumps Full Questions - Cisco Specialist Exam Study Guide
Exam Questions and Answers for 500-052 Study Guide
Registration Procedure
To register for the 500-052 exam, create an account on the Pearson VUE website. The usual procedure is to choose a test center and then select the exam you would like to take from the list. Nonetheless, due to the Covid-19 pandemic, you will have to check for any country-specific policies related to your region or opt for OnVUE online proctoring.
Training and Preparation Resources
There are several resources that can help you prepare for the Cisco 500-052 exam, and some of them are:
- Cisco Unified Contact Center Express Scripting and Development Series (Vol 1) by Cisco
- Lastly, to learn more about the exam question types, the Cisco learning network provides video tutorials with walkthrough demonstrations on the possible types of questions.
- Deploying Cisco Unified Contact Center Express (UCCXD) 6.0
- The newly released
- is a great document to read to get a thorough explanation of the Unified CCX installation and upgrading processes. Every candidate finds it useful for the 500-052 exam preparation as it provides extra detailing of both on two-node high availability deployment and a single node deployment in a cluster environment.
- Cisco Unified Contact Center Express Install and Upgrade Guide for v11 by Cisco
- Deploying Cisco Unified Contact Centre Express (second edition) by Michael HouTong Luo
- Official training course
- A great reading material to prepare you for the 500-052 exam is the book
NEW QUESTION # 44
Which phones must be associated to the RmCm application user account?
- A. all phones
- B. only Cisco Finesse IPPA phones
- C. only agent phones that are used with the Cisco Finesse agent desktop
- D. none, because that user account is not used for phone association
Answer: C
NEW QUESTION # 45
Which step can be used to trap runtime script errors and recover gracefully?
- A. On Exception Goto
- B. Get Reporting Statistic
- C. Call Subflow
- D. Set
Answer: A
NEW QUESTION # 46
In Cisco Unified CCX Administration, what is created on the Communications Manager when you add a Cisco Unified Communications Manager Telephony group?
- A. Cisco Unified Communications Manager Call Control Group
- B. Cisco Unified CCX Call Control Group
- C. CTI Route Point
- D. CTI Ports
Answer: D
Explanation:
Section: (none)
NEW QUESTION # 47
Which interface is used to configure debug parameters for log files?
- A. Datastore Control Center
- B. system parameters
- C. Control Center
- D. trace configuration
Answer: D
Explanation:
Section: (none)
NEW QUESTION # 48
Where can you start, stop, and restart Cisco Unified Contact Center Express services?
- A. Control Center on Cisco Unified Contact Center Express Serviceability
- B. System page on Cisco Unified Contact Center Express Administration
- C. Cisco Unified Communications Operating System Administration
- D. Cisco Desktop Administrator
Answer: A
NEW QUESTION # 49
In a Cisco Unified Contact Center Express deployment with Cisco Unified Communications Manager Express, which feature is disabled on the Cisco Agent Desktop?
- A. call-control buttons
- B. embedded browser
- C. recording
- D. monitoring
Answer: A
Explanation:
Section: (none)
NEW QUESTION # 50
How is the default eMail address in the eMail Subsystem Configuration page used?
- A. It becomes the From address in the Send eMail step if no address is specified.
- B. It receives all mail sent in the Send eMail step as a bcc.
- C. It is used if no email contact is specified in the Create eMail step.
- D. It is the From address for emails sent by agents using Agent E-mail.
Answer: A
Explanation:
Section: (none)
NEW QUESTION # 51
In the Expression Editor panel of Cisco Unified CCX Script Editor, what are three reasons to use the Java tab?
(Choose three.)
- A. to create an object for the purpose of executing methods on a remote computer
- B. to allow for arguments to be passed to a specified method
- C. to get a reference to the Contact and Session states
- D. to reference a variable of a custom Java Object
- E. to invoke a specified method of a custom Java class
- F. to pass variables between two different workflows
Answer: B,D,E
Explanation:
Explanation
The Expression Editor panel of Cisco Unified CCX Script Editor is a tool that allows you to create and edit expressions that can be used in the script steps. The Expression Editor panel has two tabs: Script and Java. The Script tab allows you to create expressions using the Cisco Unified CCX Expression Language, which is a subset of the Java language. The Java tab allows you to create expressions using the full Java language12 There are three reasons to use the Java tab in the Expression Editor panel:
To invoke a specified method of a custom Java class. A custom Java class is a user-defined class that extends the functionality of the Cisco Unified CCX Expression Language. You can create a custom Java class by using the Java Development Kit (JDK) and import it into the Cisco Unified CCX Script Editor.
You can then use the Java tab to invoke the methods of the custom Java class by using the dot notation. For example, if you have a custom Java class named MyMath that has a method named square, you can use the Java tab to invoke the square method on a variable x by using the expression MyMath.square(x)12 To reference a variable of a custom Java Object. A custom Java Object is an instance of a custom Java class that can be created and stored as a variable in the script. You can use the Java tab to reference the variable of a custom Java Object by using the dot notation. For example, if you have a custom Java Object named myObj that has a variable named name, you can use the Java tab to reference the name variable by using the expression myObj.name12 To allow for arguments to be passed to a specified method. An argument is a value that is passed to a method when it is invoked. You can use the Java tab to pass arguments to a specified method by using the parentheses notation. For example, if you have a method named add that takes two arguments x and y and returns their sum, you can use the Java tab to pass the arguments 3 and 5 to the add method by using the expression add(3, 5)12
NEW QUESTION # 52
A customer purchases 200 Cisco Unified CCX Premium agent seats.
Which two additional items must the customer purchase to be able to run a 30-port outbound IVR campaign? (Choose two.)
- A. router
- B. 30 outbound IVR ports
- C. gateway
- D. 15 agent seats
Answer: B,C
NEW QUESTION # 53
Which tool is used to estimate the hardware server resources that are required for a Cisco Unified CCX deployment?
- A. IPC Resource Calculator
- B. Cisco Unified Communications Sizing Tool
- C. Cisco Unified CCX Applications Administration
- D. CTI Port Calculator
Answer: B
NEW QUESTION # 54
Where can you start, stop, and restart Cisco Unified Contact Center Express services?
- A. the system page on Cisco Unified Contact Center Express Administration
- B. Cisco Unified Communications Operating System Administration
- C. Cisco Desktop Administration
- D. Control Center on Cisco Unified Contact Center Express Service ability
Answer: D
Explanation:
Explanation
The Control Center on Cisco Unified Contact Center Express Serviceability is the tool that allows you to start, stop, and restart Cisco Unified Contact Center Express services. The Control Center provides a web-based interface to manage the Unified CCX components and subsystems, such as Cisco Unified CM Telephony, Cisco Unified CM Administration, Cisco Unified CCX Engine, Cisco Unified CCX Administration, and so on.
You can accessthe Control Center from the Tools menu on the Cisco Unified CCX Serviceability page. From the Control Center, you can perform the following tasks:
View the status of each service on each node in the cluster.
Start or stop a service on a specific node or on all nodes in the cluster.
Restart a service on a specific node or on all nodes in the cluster.
Activate or deactivate a service on a specific node or on all nodes in the cluster.
Enable or disable the automatic startup of a service on a specific node or on all nodes in the cluster.
View the dependencies and dependents of each service.
View the logs and traces of each service1, pages 2-1 to 2-8. References: Cisco Unified Contact Center Express Serviceability Guide, Release 12.0 (1)
NEW QUESTION # 55
Where are Cisco Unified CCX users managed and their data stored when deployed with Cisco Unified Communications Manager Express?
- A. in Application Administration with user data stored in the Cisco Unified Contact Center Express database
- B. in Cisco Unified Communications Manager Express with user data stored in the Cisco Unified Contact Center Express database
- C. in Application Administration with user data stored in the Cisco Unified Communications Manager Express database
- D. in Cisco Unified Communications Manager Express with user data stored in the Cisco Unified Communications Manager Express database
Answer: A
NEW QUESTION # 56
Which two Cisco Unified CCX steps should you use if you want to send an HTTP message? (Choose two.)
- A. Place Call
- B. Send HTTP Response
- C. Cache Document
- D. Write Document
- E. Create URL Document
Answer: B,C
NEW QUESTION # 57
What is the maximum number of agents that Cisco Unified Contact Center Express supports when it is deployed with Cisco Unified Communications Manager?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
NEW QUESTION # 58
Which three features are included in Cisco Unified Contact Center Express Supervisor Desktop? (Choose three.)
- A. access to chat logs
- B. graphical reports
- C. send a call in queue to a specific agent
- D. send an email to an agent
- E. URL push to agents
- F. dockable windows
Answer: B,E,F
Explanation:
Explanation
The three features that are included in Cisco Unified Contact Center Express Supervisor Desktop are graphical reports, dockable windows, and URL push to agents. The graphical reports feature allows supervisors to view real-time and historical reports on agent and team performance, such as service level, average handle time, and agent state. The dockable windows feature allows supervisors to customize their desktop layout by docking or undocking the gadgets, such as the team data, agent data, and chat gadgets. The URL push to agents feature allows supervisors to send a web page URL to one or more agents, which will automatically open in the agent's browser. The other features listed are not included in the Cisco Unified Contact Center Express Supervisor Desktop. The access to chat logs feature is available in the Cisco Finesse Agent and Supervisor Desktop, which is a web-based alternative to the Cisco Unified Contact Center Express Supervisor Desktop.
The send an email to an agent feature is not supported by any Cisco Unified Contact Center Express desktop application, but it can be achieved by using an external email client. The send a call in queue to a specific agent feature is not supported by any Cisco Unified Contact Center Express desktop application, but it can be achieved by using the Cisco Unified Intelligence Center to monitor the queue and the Cisco Finesse Desktop to transfer the call. References := Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 > Module
4: Implementing Cisco Unified Contact Center Express Agent Supervision > Lesson 1: Implementing Cisco Unified CCX Supervisor Desktop > Topic 1.1: Cisco Unified CCX Supervisor Desktop Overview1
NEW QUESTION # 59
During runtime, when a valid SQL Query in a DB Read step returns 0 rows, which branch of the step will be executed?
- A. Timeout
- B. No Data
- C. SQL Error
- D. Successful
Answer: B
Explanation:
Explanation
The DB Read step executes a SQL query on a database and returns the result in a ResultSet variable. The step has four output branches: Successful, No Data, Timeout, and SQL Error. The Successful branch is taken when the query returns one or more rows. The No Data branch is taken when the query returns zero rows. The Timeout branch is taken when the query execution time exceeds the timeout value specified in the step. The SQL Error branch is taken when the query is invalid or the database connection fails. References: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.6(2), page 4-8.
NEW QUESTION # 60
Why are CSQs associated to the team definition?
- A. It is informational and is used for historical reporting only.
- B. It allows the associated supervisors to make modifications to the CSQ.
- C. It allows agents to be a part of the CSQ.
- D. It designates which CSQ information to display on the supervisor desktop.
Answer: D
Explanation:
Explanation
CSQs are associated to the team definition to designate which CSQ information to display on the supervisor desktop. The supervisor desktop allows the supervisor to monitor and manage the agents and the CSQs that are assigned to the team. The supervisor can view the real-time statistics, historical reports, and chat transcripts of the CSQs that are associated to the team. The supervisor can also change the skill competency level of the agents for the CSQs that are associated to the team1, page 2-3, 2, page 2-5, 3, page 2-6. References: Cisco Unified Contact Center Express Features Guide, Release 12.5 (1), Cisco Finesse Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5 (1), Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0 (1)
NEW QUESTION # 61
Which three of the following tasks can be performed using Cisco Unified Real-Time Monitoring Tool?
(Choose three.)
- A. perform backup and restore functions
- B. monitor the health of the Cisco Unified CCX system
- C. collect trace files
- D. view syslog messages
- E. stop and start Cisco Unified CCX services
Answer: B,C,D
NEW QUESTION # 62
Which three tasks can an agent perform on the Cisco Agent Desktop? (Choose three.)
- A. transfer a call to an SME
- B. start a Cisco WebEx session with an SME
- C. send an email to an SME
- D. send enterprise data to an SME
- E. chat with an SME
Answer: A,B,E
Explanation:
Explanation
The three tasks that an agent can perform on the Cisco Agent Desktop are:
Chat with an SME. An agent can chat with a subject matter expert (SME) using the Cisco Agent Desktop integrated chat feature. This feature allows the agent to see the presence status of SMEs and other critical members of the enterprise, and to initiate chat sessions with them without navigating away from the Agent Desktop. The agent can also transfer the chat session to another agent or SME, or escalate the chat session to a voice or video call1.
Transfer a call to an SME. An agent can transfer a call to an SME using the Cisco Agent Desktop call control buttons. The agent can select the destination SME from a list of availablecontacts or enter the SME's phone number. The agent can also consult with the SME before transferring the call, or transfer the call directly2.
Start a Cisco WebEx session with an SME. An agent can start a Cisco WebEx session with an SME using the Cisco Agent Desktop WebEx button. This feature allows the agent to invite the SME to join a web-based collaboration session that supports voice, video, and screen sharing. The agent can also invite the customer to join the WebEx session if needed3.
The other options are not correct because:
B). Send an email to an SME. An agent cannot send an email to an SME using the Cisco Agent Desktop.
The email feature of the Cisco Agent Desktop is only for handling incoming and outgoing emails from customers, not from internal contacts. The agent can use other applications, such as Cisco Unified Personal Communicator or Cisco Jabber, to send emails to SMEs4.
C). Send enterprise data to an SME. An agent cannot send enterprise data to an SME using the Cisco Agent Desktop. The enterprise data feature of the Cisco Agent Desktop is only for displaying customer-related information, such as account number, name, address, and so on, that are passed from the Cisco Unified Contact Center Express server. The agent cannot modify or forward the enterprise data to SMEs5.
References: 1: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Chat [Cisco Unified Contact Center Express] - Cisco 2: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Call Control [Cisco Unified Contact Center Express] - Cisco 3: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - WebEx [Cisco Unified Contact Center Express] - Cisco 4: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Email [Cisco Unified Contact Center Express] - Cisco 5: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Enterprise Data
[Cisco Unified Contact Center Express] - Cisco
NEW QUESTION # 63
What information from the first node is used as the secret key during second node installation?
- A. administrator password
- B. IP address
- C. application user password
- D. security password
Answer: D
Explanation:
Section: (none)
NEW QUESTION # 64
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