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

The Cisco Unified Real-Time Monitoring Tool (RTMT) is a software application that allows you to monitor and troubleshoot Cisco Unified CCX system components in real-time. The RTMT enables you to do the following tasks:

• Plot and view performance data. You can use RTMT to collect and display performance counters that measure the current system status and performance. You can view the data in graphical or tabular format, and set thresholds and alerts for the counters12
• Download log files from Cisco Unified CCX nodes. You can use RTMT to collect and view the trace and log files that are generated by the Cisco Unified CCX components. You can also configure the trace and log settings, such as the file size and rollover conditions12
• Check the number of active calls in the Cisco Unified CCX system. You can use RTMT to monitor the current call statistics, such as the number of active calls, the number of queued calls, the number of handled calls, and the average talk time. You can also view the call distribution and the agent state summary12

The RTMT does not enable you to do the following tasks:

• Monitor the replication status of historical data store. The historical data store (HDS) is a database that stores the historical reports and statistics for Cisco Unified CCX. The replication status of the HDS can be monitored by using the Data Monitor tool in the Cisco Unified CCX Serviceability web interface3
• Monitor the Cisco Unified CCX CTI port status and take corrective action. The CTI ports are the logical connections that allow Cisco Unified CCX to communicate with the Cisco Unified Communications Manager (CUCM) and control the incoming and outgoing calls. The CTI port status can be monitored by using the Cisco Unified CCX Control Center tool in the Cisco Unified CCX Serviceability web interface4
• Monitor the WAN link status. The WAN link status is the network connectivity between the Cisco Unified CCX nodes and other network devices. The WAN link status can be monitored by using the Cisco Unified Serviceability web interface or the Cisco Unified OS Administration web interface5

References: 1: Cisco Unified Real-Time Monitoring Tool Administration Guide, Release 10.0(1) - Getting Started [Cisco Unified Communications Manager IM & Presence Service] - Cisco 1 2: Installing and Configuring the Real-Time Monitoring Tool (RTMT) - Cisco Support 2 3: Cisco Unified Contact Center Express Data Monitor Guide, Release 10.0(1) - Data Monitor Overview [Cisco Unified Contact Center Express] - Cisco 3 4: Cisco Unified Contact Center Express Serviceability Administration Guide, Release 10.0(1) - Cisco Unified CCX Control Center [Cisco Unified Contact Center Express] - Cisco 4 5: Cisco Unified Serviceability Administration Guide, Release 10.0(1) - Cisco Unified Serviceability Overview [Cisco Unified Communications Manager (CallManager)] - Cisco 5 : Cisco Unified Operating System Administration Guide for Cisco Unified Communications Manager, Release 10.0(1) - Network [Cisco Unified Communications Manager (CallManager)] - Cisco

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

According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), the maximum number of CTI ports that can be supported by a Cisco Unified Contact Center Express 8.0 Standard deployment is 300. This is the same as the maximum number of IVR ports that can be supported by the Standard deployment. The CTI ports are used to route calls to agents or to play prompts and collect caller input. The number of CTI ports depends on the number of concurrent calls that the system needs to handle and the call flow design. The Standard deployment supports up to 150 agents and 300 IVR ports or CTI ports. References := Cisco Unified Contact Center Express Design Guide, Release 8.0(1), page 2-7.