Question 1

ABC customer implemented Post Call Survey (PCS) for all Customer calls. However, the PCS flow did not engage for any of the calls. The CVP logs did not show any pieces of evidence that PCS requests had been made for the Caller. What is the first thing that should be verified as part of troubleshooting in this scenario?

AValidate usermicroapp-isPostCallSurvey variable being set to y in the Main Routing Script.

BCheck if the caller DN settings on SPOG has PCS enabled.

CCheck if the Survey DN has a valid Call type and is associated with the routing script to play desired prompts.

DCheck if the caller DN settings on SPOG has valid PCS DN patterns configured.

Answer : A

Question 2

Which Routing Script logic helps to invoke the Post Call Survey successfully?

AIf the script completes after going to an Agent, the call is directed to the Post Call Survey dialed number.

BTo offer the PCS for all incoming DNs. there is no need to explicitly set the variable in the Main script. It is set to n by default.

CIf the script completes without going to an Agent, the call is directed to the Post Call Survey dialed number.

DTo offer the PCS for specific incoming DN's. the variable needs to be set in the Main script explicitly as n.

Answer : A

According to the Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0 (1), a Post Call Survey is triggered by the hang-up event from the last agent1. When the agent hangs up, the call routing script launches a survey script. The value of the expanded call variable user.microapp.isPostCallSurvey controls whether the call is transferred to the Post Call Survey number. If user.microapp.isPostCallSurvey is set to y (the implied default), the call is transferred to the mapped post call survey number.If user.microapp.isPostCallSurvey is set to n, the call ends1. Therefore, to invoke the Post Call Survey successfully, the routing script logic should direct the call to the Post Call Survey dialed number after the agent disconnects from the caller. The other options are not correct, because they either do not involve an agent interaction or do not set the user.microapp.isPostCallSurvey variable correctly.

1: Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0 (1) - Post Call Survey

Question 3

When an explicit or implicit Send to VRU node is encountered, a default Label is returned to CVR This Label, along with a unique correlation ID, is delivered to CVR The CVP delivers this string via SIP invite to the Virtual Voice Browser (WB). At this point, which two actions does the WB take? (Choose two.)

AThe WB will check if a media server is set up or not.

BThe WB will drop the call.

CThe WB will ask the ICM script for instruction.

DThe comprehensive WB script will initiate an RTP session between the Ingress Gateway and an allocated WB

EIt invokes a comprehensive application in the Virtual Voice Browser.

Answer : C, D

When an explicit or implicit Send to VRU node is encountered, a default Label is returned to CVP. This Label, along with a unique correlation ID, is delivered to CVP. The CVP delivers this string via SIP invite to the Virtual Voice Browser (VVB). At this point, the VVB will ask the ICM script for instruction, such as which VXML application to execute. D When an explicit or implicit Send to VRU node is encountered, a default Label is returned to CVP. This Label, along with a unique correlation ID, is delivered to CVP. The CVP delivers this string via SIP invite to the Virtual Voice Browser (VVB). At this point, the comprehensive VVB script will initiate an RTP session between the Ingress Gateway and an allocated VVB, which will play prompts and collect digits from the caller. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 11; [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 16

Question 4

Where must a Dialed Number be mapped within CCE?

ACall Type, which in turn points to a scheduled Routing Script

BPrecision queue

CSkill group

DMedia Server

Answer : A

A Dialed Number must be mapped within CCE to a Call Type, which in turn points to a scheduled Routing Script. This allows CCE to route calls based on the dialed number and apply different treatments and reports for different call types. Reference =Advanced Administration and Reporting of Contact Center Enterprise (CCEAAR), page 2

Question 5

Which two nodes on the PCCE/UCCE script are responsible for routing calls to the VRU? (Choose two.)

ARun VRU Node

BSend to VXML

CGS,Server,V

DSend to VRU

ECUCM

Answer : A, D

Free Practice Questions for Cisco 500-443 Exam

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