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

The Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD) can be installed with two languages each. The languages are selected during the installation process and can be changed later by running the Postinstall.exe utility. The CAD and the CSD can have different languages installed, as long as they are supported by the Cisco Unified Contact Center Express (UCCX) system. The supported languages are listed in the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide. References: Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1) - Install Cisco Agent Desktop, Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1) - Install Cisco Supervisor Desktop

 The maximum round-trip time (RTT) between Cisco Unified CCX servers in a WAN deployment is 80 ms. This is the network requirement for deploying Unified CCX high availability over WAN, which provides site redundancy. The RTT is the time it takes for a packet to travel from one node to another and back. If the RTT exceeds 80 ms, the Unified CCX servers may not be able to communicate properly and failover may occur. The RTT can be verified by using an extended ping command on the network device closest to the Unified CCX servers, such as the access switch. The ping command should set the Layer 3 type of service (ToS) bits to ensure that the packet is sent on the same QoS-enabled path as the WAN traffic. References := Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5 (1) SU2, page 10-2. Solution Design Guide for Cisco Unified Contact Center Express, Release 11.5 (1), page 10-2.

 Skills-based routing is a method of routing calls to agents based on their skills and competencies. In Cisco Unified CCX, skills are defined as attributes that agents possess, such as language, product knowledge, or technical expertise. Agents can have multiple skills assigned to them, with different competency levels ranging from 1 (lowest) to 10 (highest). Contact Service Queues (CSQs) are logical entities that represent a group of agents who share a common set of skills required to handle a specific type of call. CSQs are associated with one or more skills, and have a minimum competency level for each skill. The agent selection criteria for skills-based routing is defined in the CSQ definition, where the administrator can choose from three options: Most Skilled, Least Skilled, or Resource Pool. These options determine how the system selects the best available agent for a call based on the skill competency levels of the agents and the CSQ. For example, if the CSQ is configured with Most Skilled, the system will select the agent with the highest skill competency level that matches the CSQ requirement. If there are multiple agents with the same skill competency level, the system will use the secondary selection criteria, such as longest available or most handled contacts, to break the tie. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0, Cisco Unified Contact Center Express Administration Guide, Release 12.5(1)