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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. What are the two types of Local Gateway trunking models with Webex Calling? (Choose two.)

A) DNS-based trunks
B) enterprise trunks
C) registration-based trunks
D) certificate-based trunks
E) PSTN trunks

2. A customer using Webex Contact Center wants to transition from traditional agent-based routing to a skill-based routing model that uses skill criteria assigned to the queue functionality to enhance efficiency and customer satisfaction. Which two essential configuration actions must the administrator complete to successfully take this transition? (Choose two.)

A) Associate agents directly with the queue.
B) Assign skill profile directly to agents.
C) Associate skill criteria to the queues.
D) Assign skill criteria to the agent teams that are grouped into call distribution groups.
E) Assign call distribution groups to queues.

3. Which API scope is required for a REST PUT request to /organization/{orgid}/v2/contact-service- queue/{id}?

A) cjds:admin_org_read
B) cjp:user
C) cjp:config_read
D) cjds:admin_org_write

4. A user requires these capabilities:
- Participate in telephone campaigns.
- Speak to an agent without the customer hearing.
What is the least privileged role that provides the required capabilities?

A) Standard Agent
B) Administrator
C) Supervisor
D) Premium Agent

5. As per the policy, the business requires explicit permission from the caller before any interaction can be recorded in the contact center. To manage this, the flow includes a Menu IVR activity that presents recording consent options to the caller. The caller's choice is logged and then passed as input to the Recording Control activity element of the flow. Which two statements are true based on the functionality and rules of the Recording Control activity? (Choose two.)

A) If the caller provides explicit consent as Yes in the flow, then the call is recorded, even when the recording configuration is set to 'No' at the tenant, queue, or recording schedule level.
B) If the user doesn't provide any consent or response to the activity, then the call is not recorded, regardless of the recording configuration set at the tenant, queue, or recording schedule level.
C) If the caller reaches the queue but explicitly declines consent, the call is still recorded because the recording configuration for the whole tenant is set to Yes.
D) If the caller provides explicit consent as Yes, but their call is handled by an agent whose specific recording schedule is set to No, the call is not recorded.
E) If the Recording Control activity is temporarily removed from the flow, any call routed to the queue and presented to an agent is recorded, which overrides the tenant-level No setting if the specific queue-level setting is set to Yes.

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