500-052 Sample Questions & Answers
Implementing the software, provisioning users and working with the Application Editor make up the largest section, followed by capacity-planning and configuration decisions, then day-to-day operation, troubleshooting and monitoring.
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- Question 1Intermediate
Design a Unified Contact Center Express System Deployment · Determine customer required features
A retail company is planning a UCCX deployment for 150 concurrent agents. They require skills-based routing and basic IVR functionality. However, they also need agents to handle customer emails and web chats, and supervisors must be able to perform silent monitoring and recording of agent calls. Based on these feature requirements, which UCCX package must be selected?
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Correct answer: C
The requirement for handling emails and web chats is a key differentiator. These multichannel capabilities, along with agent-based outbound campaigns, are only available in the UCCX Premium package. While UCCX Enhanced offers advanced IVR and silent monitoring/recording, it does not include email or web chat handling.
- Question 2Intermediate
Implement a Unified Contact Center Express System · Describe the process to configure Unified Contact Center Express software and provision the users to meet customer requirements
A UCCX administrator needs to add a new agent to the system and assign them to the 'Technical_Support' team and the 'Tier1_Support' skill group. The agent's user account already exists in the integrated Cisco Unified CM. What is the correct sequence of actions within the UCCX Administration interface to provision this agent?
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Correct answer: A
The correct workflow in UCCX is to first define the user as a 'Resource' within the RMCM (Resource Manager-Contact Manager) subsystem. Once the resource object is created, you can then assign that resource to one or more teams and subsequently assign the necessary skills and competence levels.
- Question 3Beginner
Implement a Unified Contact Center Express System · Describe the process of using the Unified Contact Center Express Application Editor
A UCCX script needs to retrieve a customer's balance from an external RESTful web service. The web service requires an HTTP GET request to a specific URL and returns the data in JSON format. Which script step is designed for this purpose?
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Correct answer: B
The 'Create URL Document' step is the primary tool within the UCCX script editor for making HTTP requests (like GET or POST) to external web services. It allows the developer to specify the URL, pass parameters, and store the returned document (XML, JSON, etc.) in a variable for further processing within the script.
- Question 4Intermediate
Operate a Unified Contact Center Express System · Identify process and tools available for troubleshooting Unified Contact Center Express
A UCCX engineer is troubleshooting an issue where calls are not being presented to any agents in the 'Sales_CSQ', even though agents are logged in and in the 'Ready' state. The Real-Time Snapshot tool shows calls are queuing correctly. What is the most likely configuration mismatch causing this behavior?
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Correct answer: B
This is a classic skills-based routing issue. The Contact Service Queue (CSQ) is configured to select agents who possess a specific set of skills with a minimum competence level (e.g., 'Sales_Skill' with competence >= 5). If the logged-in agents are 'Ready' but do not have this skill assigned to their resource profile, or if their competence level is below the minimum, the UCCX engine will not consider them eligible to receive calls from that queue, causing calls to remain queued.
- Question 5Beginner
Design a Unified Contact Center Express System Deployment · Perform customer capacity planning
A university is deploying UCCX on a Cisco Business Edition 6000M (BE6000M) server. When planning the virtual machine deployment, what is a key capacity limitation of the BE6000M platform that the designer must consider for the UCCX application?
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Correct answer: B
The Cisco Business Edition 6000M (Medium Density) server is designed for mid-market deployments and has specific capacity limits for co-resident applications. For Cisco Unified Contact Center Express, the BE6000M platform supports a maximum of 100 concurrent agents. The BE6000H (High Density) platform is required for deployments exceeding this limit, up to 400 agents.
- Question 6Beginner
Operate a Unified Contact Center Express System · Identify process and tools available for patching, upgrading systems, and license additions for Unified Contact Center Express
An administrator is configuring the Disaster Recovery System (DRS) for a UCCX cluster. They need to ensure that the UCCX configuration database and historical reporting data are backed up to a secure network location. Which protocol must be enabled on the remote backup server to allow DRS to transfer the backup files?
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Correct answer: C
The Cisco Disaster Recovery System (DRS), used by UCCX and other Unified Communications applications, exclusively uses Secure FTP (SFTP) to transfer backup files to a remote server. The remote server must have an SFTP service running and a user account with appropriate permissions for DRS to connect and write the backup tar files.
- Question 7Intermediate
Implement a Unified Contact Center Express System · Describe the process to configure Unified Contact Center Express software and provision the users to meet customer requirements
A UCCX deployment uses Finesse for its agent desktop. A requirement exists to display customer information from a third-party CRM system within the Finesse interface whenever an agent receives a call. This information should be presented without requiring the agent to leave the Finesse desktop. What Finesse feature is designed to accomplish this integration?
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Correct answer: C
Finesse is a web-based platform that uses an OpenSocial gadget container architecture. To integrate third-party applications like a CRM, developers create custom 'gadgets' (small web applications) that are hosted within the Finesse desktop layout. These gadgets can use Finesse REST APIs to react to call events (e.g., ringing, answered) and display relevant information from external systems.
- Question 8AdvancedSelect 2
Design a Unified Contact Center Express System Deployment · Evaluate and recommend different configuration options
A consultant is designing a high-availability UCCX solution for a client with two geographically separate data centers connected by a low-latency WAN link. The design specifies that if the primary UCCX server fails, the secondary server in the other data center should take over automatically. Which two of the following are critical prerequisites for a successful HA over WAN deployment? (Select TWO)
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Correct answers: A, D
Cisco specifies a maximum supported round-trip time of 80 ms for the WAN link connecting the two UCCX nodes in an HA over WAN deployment to ensure timely heartbeat messages and data replication.
For UCCX HA over WAN to function correctly, the underlying CUCM cluster must also be geographically distributed, with subscribers in both data centers. This ensures that CTI and media resources remain available locally to the active UCCX node after a failover.
- Question 9Intermediate
Operate a Unified Contact Center Express System · Identify process and tools available for patching, upgrading systems, and license additions for Unified Contact Center Express
After a UCCX system upgrade, an administrator notices that the 'UCCX DB' and 'UCCX Configuration' components are listed as 'Setup' in the Disaster Recovery System interface. What does this status indicate?
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Correct answer: B
The 'Setup' status in DRS indicates that the feature has been enabled, but a backup has not yet been successfully completed for that specific component. After a system upgrade or fresh installation, it is common to see this status until the first scheduled or manual backup is performed. A successful backup will change the status to 'Successful'.
- Question 10Intermediate
Implement a Unified Contact Center Express System · Describe the process of using the Unified Contact Center Express Application Editor
A script developer needs to create a variable that can be seen and modified by all other scripts running on the UCCX engine. This is required to maintain a global counter for a promotional campaign. Which type of variable should be created in the UCCX script editor?
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Correct answer: B
Enterprise Call Info fields are designed for this exact purpose. They are defined globally in AppAdmin and can be read from and written to by any script using the 'Set Enterprise Call Info' and 'Get Enterprise Call Info' steps. This allows for inter-script communication and the maintenance of system-wide variables or counters that persist across different call sessions.
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