Question No. 1

You should perform which three steps when troubleshooting a Cisco Unified Contact Center Express engine “Java out of memory” crash? (Choose three )

• A. Collect the thread dump for Cisco Unified CCX Engine
• B. Check to see if the customer has installed any third party applications
• C. Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool.
• D. Collect heap dumps via the Cisco Unified Real-Time Monitoring Tool
• E. Talk to the customer about the deployment and usage pattern.
• F. Check the Cisco Unified CCX Serviceability Control Center

Question No. 2

In a typical Cisco Unified CCX agent web chat deployment for an online retail shop, Cisco Social Miner can be deployed in which location?

• A. wherever the Cisco Unified CCX server is deployed
• B. the Internet
• C. a corporate network
• D. a demilitarized zone

Question No. 3

Which action enables a contact center supervisor to access and monitor live data reports for multiple teams?

• A. Take no action, because a supervisor cannot monitor more than one team.
• B. Assign the supervisor as primary superior for one of the teams and as secondary supervisor for other relevant teams.
• C. Assign the supervisor as primary supervisor for all the relevant teams.
• D. Add the supervisor as a member of all the relevant teams.

Question No. 4

What is the maximum number of agents that Cisco Unified Contact Center Express supports when it is deployed with Cisco Unified Communications Manager?

• A. 300
• B. 150
• C. 400
• D. 50

Question No. 5

A preview outbound dialer uses which source and destination resources?

• A. the personal line of the agent to the customer
• B. the ACD line of the agent to the customer
• C. a CTI port the agent this is redirected to the customer
• D. a CTI port the customer

Question No. 6

If you use skills-based routing, where is the agent selection criteria defined?

• A. in the Contact Service Queue definition
• B. In the Resource definition
• C. in the Skill definition
• D. in the Skill Group definition