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

The correct answer is C. Only agent phones that are used with the Cisco Finesse agent desktop must be associated to the RmCm application user account. The RmCm application user account is a special user account that is created by Cisco Unified Contact Center Express (UCCX) during the initial setup and is used to control and monitor the agent phones through the Computer Telephony Integration (CTI) interface. The RmCm application user account must have the Standard CTI Enabled and Standard CTI Allow Control of Phones supporting Connected Xfer and conf user roles, and must have the agent phones associated as controlled devices. This allows the UCCX to perform actions such as logging in and out agents, changing agent states, making and receiving calls, transferring and conferencing calls, and sending and receiving enterprise data1.

The other options are not correct because:

• A. All phones must be associated to the RmCm application user account. This is false because not all phones need to be controlled and monitored by UCCX. Only the phones that are used by the agents who log in to the Cisco Finesse agent desktop need to be associated to the RmCm application user account. Other phones, such as supervisor phones, IVR phones, or non-UCCX phones, do not need to be associated to the RmCm application user account2.
• B. None, because that user account is not used for phone association. This is false because the RmCm application user account is used for phone association. The RmCm applicationuser account is the user account that UCCX uses to communicate with the Cisco Unified Communications Manager (CUCM) and control the agent phones. Without phone association, the RmCm application user account cannot perform the CTI functions that are required for the UCCX features1.
• D. Only Cisco Finesse IPPA phones must be associated to the RmCm application user account. This is false because Cisco Finesse IPPA phones are not supported by UCCX. Cisco Finesse IPPA is a feature that allows agents to use the Cisco IP Phone Agent (IPPA) service to log in to the Cisco Finesse server and access the Cisco Finesse agent desktop features. However, this feature is only available for Cisco Unified Contact Center Enterprise (UCCE), not for UCCX. UCCX agents can only use the Cisco Finesse agent desktop web interface or the Cisco Agent Desktop (CAD) application to log in and access the UCCX features3.

References: 1: Cisco Unified Contact Center Express Administration Guide, Release 12.5(1) - Cisco Applications Configuration [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 3: Cisco Finesse Installation and Upgrade Guide, Release 12.5(1) - Cisco Finesse IPPA [Cisco Finesse] - Cisco

 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.

 The correct answer is B. The default script field when adding an application specifies the script that will be executed if there are any problems running the configured script for the application. For example, if the configured script is missing, corrupted, or containserrors, the default script will be executed instead. The default script field is mandatory and must point to a valid script file1.

The other options are not correct because:

• A. When a caller does not enter a choice in a Menu step, it will execute the default script. This is false because the Menu step has its own Timeout branch that determines what to do when the caller does not enter a choice within the specified timeout period. The default script field has no effect on the Menu step2.
• C. When the caller enters a digit in the Menu step that is not defined, the default script will be executed. This is false because the Menu step has its own Unsuccessful branch that determines what to do when the caller enters a digit that is not defined as a valid option. The default script field has no effect on the Menu step2.
• D. When the caller enters a digit that is not checked in the filter of the Get Digit String step, the default script will be executed. This is false because the Get Digit String step has its own Invalid Entry branch that determines what to do when the caller enters a digit that is not checked in the filter. The default script field has no effect on the Get Digit String step3.

References: 1: Cisco Unified Contact Center Express Administration Guide, Release 12.5(1) - Cisco Applications Configuration [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 2: Media Steps [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 3: Input Steps [Cisco Unified Contact Center Express] - Cisco