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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. An engineer configures a callback feature in Webex Contact Center. Customers report receiving callbacks long after the promised time window. Which metric should be analyzed first?

A) SIP registration expiration timer
B) Queue wait threshold
C) Callback retry interval and queue backlog
D) Agent idle timeout

2. A Webex Contact Center environment uses only Webex Calling registered endpoints for agent connection and requires that unanswered customer calls are requeued to be handled by the next available agent. Any direct unanswered call to the agent must roll to their designated voicemail.
Which configuration meets this requirement?

A) Configure two lines on agent endpoints to differentiate between contact center calls and direct calls.
B) Disable the voicemail setting that forwards unanswered calls to the agent's voicemail.
C) Configure the Redirection on No Answer (RONA) timer to a duration shorter than the number of rings configured for the agent's voicemail.
D) Adjust the contact center's RONA timer with a duration longer than the number of rings set for the agent's voicemail.

3. A Webex Contact Center Administrator trying to troubleshoot a flow design. The flow will play a message to the caller and will proceed to execute a Webex AI agent for further call processing.
While troubleshooting the flow, the administrator notices that only Webex CCAI Config is present in the Virtual Agent field. The administrator verified that Webex AI agents are licensed for the organization and are ready for use within the flow. Which action must the administrator take to resolve the issue?

A) Reload Flow Designer to refresh the configuration.
B) Create a connector in Control Hub for Webex AI agent.
C) Use Virtual Agent V2 node.
D) Type the name of Webex AI agent in Virtual Agent field, save, and publish.

4. A deployment engineer must ensure that Webex Calling traffic receives priority treatment across the enterprise WAN. Which QoS approach is recommended?

A) DSCP EF for voice media
B) Best-effort forwarding
C) NAT prioritization
D) Random Early Detection only

5. An administrator configured a Webex bot for internal users to report IT issues via the Webex App.
Incoming messages are sent to a webhook endpoint managed by Webex Connect, with conversation logic in a single flow. The administrator notices that each time a user sends a message, the flow in Webex Connect starts from the beginning, rather than continuing the conversation from where it left off. Which action must the administrator take in the Webex Connect flow to prevent the conversation from restarting with each message?

A) Configure multiple webhooks, each triggering a different part of the flow based on the user's message content.
B) Set up a Receive node that uses a custom event that matches the user email.
C) Use a Call Flow node to split the flow into multiple smaller flows and call them as needed for each message.
D) Set up a Receive node that uses a custom event that matches the Webex bot email.

Solutions: