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

To develop a custom Cisco Unified Intelligence Center report for a Cisco Unified CCX deployment, you need the Cisco Unified Intelligence Center Premium package. This package allows you to create custom reports using the Report Definition tool, which provides access to all the data sources, fields, filters, drilldowns, and formatting options. The Cisco Unified Intelligence Center Standard package only allows you to run predefined reports and make limited modifications, such as changing the layout, adding filters, and scheduling. The Cisco Unified CCX Premium and Enhanced packages do not affect the Cisco Unified Intelligence Center reporting capabilities, as they are related to the Unified CCX features and licenses. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 3: Operate a Cisco Unified Contact Center Express System - Lesson 1: Cisco Unified Intelligence Center Reports - Topic: Cisco Unified Intelligence Center Overview

The Cisco Unified Communications Sizing Tool is a web-based application that helps customers and partners accurately size Cisco Unified Communications hardware, software, and services. The tool can be used to size Cisco Unified CCX by selecting the product family, the deployment model, the reference design, the call volume, the agent count, the features, and the hardware specifications. The tool then generates a report that shows the recommended hardware configuration, the software licenses, the power consumption, the rack space, and the bill of materials for the Cisco Unified CCX solution1, 2 References: Solution Design Guide for Cisco Unified Contact Center Express, Release 11.5 (1), Cisco Sizing tools - Cisco Community

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