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

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

 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 Cisco Unified CCX Installer automatically installs the IVR System Prompts and the Unified Communications Operating System on the Cisco Unified CCX server. The IVR System Prompts are the default voice prompts that are used by the Unified CCX applications, such as the Script Editor and the Cisco Unified CCX Editor. The Unified Communications Operating System is the platform software that provides the basic functionality and security for the Unified CCX server, such as the CLI, the web interface, the database, and the license management. The Cisco Supervisor Desktop, the Cisco Unified Communications Manager, and the Workforce Management are not installed by the Cisco Unified CCX Installer. The Cisco Supervisor Desktop is a separate application that can be installed on a client PC to monitor and manage the Unified CCX agents. The Cisco Unified Communications Manager is a separate server that provides call control and signaling for the Unified CCX system. The Workforce Management is an optional component that can be purchased and installed separately to provide scheduling and forecasting capabilities for the Unified CCX agents. References := Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5(1), Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 Course Outline