Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)
Which two functionalities should a Contact Center typically be provided? (Choose two.)
A Contact Center typically needs to provide the following functionalities: A. Skill-Based Routing: This functionality allows the Contact Center to route calls to the most appropriate agent based on their skills, ensuring that customers are matched with agents who can best address their needs. C. IVR and Queuing: Interactive Voice Response (IVR) systems and queuing mechanisms are crucial for managing incoming calls, providing self-service options, and efficiently managing caller wait times until an appropriate agent is available. Reference: Cisco's documentation on Contact Center solutions, including Unified Contact Center Enterprise (UCCE), often highlights the importance of Skill-Based Routing and IVR/Queuing functionalities in providing effective customer service.
How are additional ICM Tools added?
Additional ICM tools are typically added through the Admin Server node. The Administration Tools folder on the Admin Server contains various ICM configuration and management tools, including the Script Editor, Configuration Manager, and others. By installing or configuring these tools on the Admin Server, they become available for use in managing and configuring the ICM environment. Reference: Cisco ICM/UCCE administrative documentation provides guidelines on setting up and managing the ICM environment, including the addition of tools through the Admin Server.
What are two possible Outbound Dialing Modes? (Choose two.]
In Cisco Outbound Option for Contact Center solutions, two possible Outbound Dialing Modes include: B. Preview Mode: In this mode, agents are presented with call information prior to the call being placed, giving them an opportunity to review the customer's details and prepare for the interaction. E. Predictive Mode: This mode uses statistical algorithms to predict when agents will become available and places calls in anticipation of that availability, maximizing agent efficiency and reducing idle time. Reference: Cisco's documentation on Outbound Option includes detailed explanations of different dialing modes, including Preview and Predictive modes, and their implementation in outbound campaigns.
