500-052 Exam Dumps : Deploying Cisco Unified Contact Center Express

 The number of premium seats required for a Cisco Unified Contact Center Express system is based on the maximum number of logged in agents plus the number of IVR and email ports needed. In this case, the maximum number of logged in agents is 150, the number of IVR ports needed for outbound calls is 30, and the number of email ports needed for email agents is 20. Therefore, the total number of premium seats required is 150 + 30 + 20 = 180 seats. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson 1: Cisco Unified Contact Center Express Product Overview - Topic: Cisco Unified CCX Product Packages1

The gadget to initiate or accept a call is common and is not tied to a specific tab on the Cisco Finesse agent desktop. The gadget is located in the call control area, which is a fixed section of the Finesse desktop that appears on every tab. The gadget provides the basic call control buttons, such as Answer, Hold, Retrieve, End, and Make Call. The gadget also displays the caller ID, the call state, and the call timer. The gadget changes depending on the situation and the call type. For example, the gadget shows different buttons for inbound, outbound, and consult calls12

The other options are not correct:

• The My Statistics tab hosts the gadget that shows the agent’s performance statistics, such as the number of calls handled, the average talk time, the average wrap-up time, and the service level12
• The Home tab hosts the gadget that shows the agent’s state, the reason code, and the state timer. The Home tab also allows the agent to change their state, sign out, or go to the Team Performance tab12
• The Manage Customer tab hosts the gadget that shows the customer information, such as the account number, the name, the address, and the call history. The Manage Customer tab also allows the agent to perform advanced call control actions, such as consult, transfer, and conference12

References: 1: Cisco Finesse Agent and Supervisor Desktop User Guide Release 12.0(1) - Cisco Finesse Desktop Interface [Cisco Finesse] - Cisco 1 2: How IT Works: Cisco Finesse Agent Desktop and UCCX | Mindsight 2

 In a typical Cisco Unified CCX agent web chat deployment for an online retail shop, Cisco SocialMiner can be deployed in the demilitarized zone (DMZ). The DMZ is a network segment that lies between the Internet and the corporate network, and it provides a layer of security and isolation for the servers that are exposed to the public. Cisco SocialMiner is a server that enables social media customer care by capturing and routing social contacts from various sources, such as web chat, email, Twitter, and Facebook. By deploying Cisco SocialMiner in the DMZ, the online retail shop can offer web chat services to its customers without exposing the Cisco Unified CCX server or the agent desktops to the Internet. Cisco SocialMiner acts as a proxy between the web chat clients and the Cisco Unified CCX server, and it communicates with the Cisco Unified CCX server using a secure HTTPS connection. The web chat clients can access Cisco SocialMiner using a public URL, and Cisco SocialMiner can also access external social media sources if needed. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 2:Implement a Cisco Unified Contact Center Express System - Lesson 2: Implement Cisco Unified CCX Web Chat - Topic: Cisco Unified CCX Web Chat Deployment Model