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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions (Q55-Q60):

NEW QUESTION # 55
Which statement describes the PSTN media and signaling requirements for calls arriving at Webex Contact Center?

Answer: A

Explanation:
Webex Contact Center supports G.711 u-law and G.711 a-law for PSTN media. Calls arriving into Webex Contact Center must use supported audio codecs so media can be processed correctly for IVR, routing, recording, and agent handling.


NEW QUESTION # 56
Webex Contact Center agents cannot use WebRTC to make and receive calls.
What must be configured on their Desktop profile to enable this functionality?

Answer: C

Explanation:
WebRTC voice in Webex Contact Center is exposed to agents through the Desktop telephony option. Cisco's desktop profile documentation lists voice channel options, including Agent DN, Extension, and Desktop. The Desktop option allows the agent to sign in through the browser and use the Agent Desktop as the voice device rather than entering an external directory number or extension. Cisco's voice channel setup documentation also describes WebRTC-capable agents selecting Desktop under their telephony option so calls are routed to the Agent Desktop device. Browser is not a desktop profile voice option; it describes the client environment.
Extension and Agent DN are traditional station credentials and would make the agent use a phone or configured number instead of browser-based WebRTC. Therefore, to enable agents to make and receive calls using WebRTC, the administrator must configure the Desktop option in the desktop profile. Reference: Cisco Help, Manage desktop profiles; Set up voice channels for Webex Contact Center.


NEW QUESTION # 57
An administrator configures Webex Experience Management surveys after customer calls.
Customers report that surveys are not triggered when agents transfer calls internally between queues. What is the MOST likely reason for this behavior?

Answer: C

Explanation:
In Webex Contact Center, some internal transfer scenarios can end or modify the original interaction context associated with the workflow. Because post-call surveys rely on that context, transfers between queues may prevent the trigger from executing. This is especially common when workflows are not configured to preserve session continuity across transfers.


NEW QUESTION # 58
The agents in your team accept voice, email, and chat interactions, but a few agents cannot focus on multiple interactions. Which multimedia profile type must be configured for agents to focus only on one contact?

Answer: C

Explanation:
The Exclusive multimedia profile allows an agent to handle only one interaction at a time across supported channels. This ensures agents who accept voice, email, and chat can focus on a single contact without receiving additional concurrent interactions.


NEW QUESTION # 59
An engineer is configuring an email channel for their organization. A virtual agent will route conversations in the channel to a live agent. The organization already contains several channels.
Which two actions must the engineer take as part of the configuration? (Choose two.)

Answer: A,D

Explanation:
An email channel requires a channel asset to define the email channel configuration and an entry point so incoming email conversations can enter Webex Contact Center routing. The entry point is then used to route the conversation through the configured workflow and eventually to a live agent.


NEW QUESTION # 60
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