500-442 Practice Questions
Prepare for 500-442 with more than an answer.
- Exam fee
- $300 USD
- Time limit
- 90 minutes
- Questions on the exam
- 55-65
- Passing score
- Not publicly disclosed (scale 300-1000)
- Level
- Specialist
- Valid for
- 3 years
Domains covered on the exam 6
- Overview20%
- Basic Calls and Agent settings20%
- Configuration and Implementation20%
- Advanced Configuration20%
- Advanced Features10%
- Reporting10%
- 1
A new agent is configured in UCCE Configuration Manager, assigned to a skill group and a team. The agent attempts to log in to Cisco Finesse but receives an error stating 'The device associated with that extension or dial number is invalid.' The administrator verifies the agent's extension is correct. What are the two most likely causes of this error? (Choose two.)
Show answer details
Correct answer: A, D
The CTI Manager on CUCM uses the PG User account to control and monitor phones. The agent's phone device must be explicitly associated with this user under the 'CTI Controlled Devices' list for the PG to have the necessary permissions.
For the Peripheral Gateway (PG) to communicate with CUCM's CTI Manager service, the special 'PG User' account created in CUCM must be a member of the 'Standard CTI Enabled' access control group. This grants the necessary API permissions.
- 2
What is the primary function of the Logger component in a UCCE architecture?
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Correct answer: C
The Logger is the primary database server in the UCCE central controller. It holds the central database that stores all configuration data (like agents, skill groups, and scripts) and all historical reporting data. The Router reads configuration from the Logger, and the AW/HDS reads historical data from the Logger for reporting.
- 3
In a CCE environment, a call is routed to an agent. The agent speaks with the customer and then needs to transfer the call to a back-office expert who is not a contact center agent but has a phone in CUCM. The agent performs a consultative transfer. Which component is responsible for executing the final transfer of the customer's call leg to the back-office expert's phone?
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Correct answer: D
While CCE and Finesse manage the agent state and initial call routing, the actual call control and media switching for a transfer between two CUCM endpoints (the agent's phone and the expert's phone) is handled by CUCM. CVP may hold the customer leg initially, but CUCM performs the signaling (like a SIP REFER) to redirect the customer's call to the final destination.
- 4
A business requires that calls from their 'Gold' level customers, identified by a specific dialed number, should be answered within 20 seconds. Calls from 'Silver' customers can be answered within 60 seconds. Which CCE configuration object is used to define these distinct service level objectives?
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Correct answer: B
The Call Type is the fundamental object in UCCE used to classify incoming calls. It is where the Service Level Threshold (e.g., 20 seconds) and Service Level Type are defined. By creating separate Call Types for 'Gold' and 'Silver' customers and associating them with the correct dialed numbers, an administrator can track and report on service level adherence for each customer segment independently.
- 5
When configuring a Precision Queue in UCCE, an administrator writes the expression
(Spanish_Proficiency > 5) AND (Product_Knowledge.Printers == True). What does this expression mean?Show answer details
Correct answer: B
This is a standard Boolean expression. The 'AND' operator requires that all conditions be met. Therefore, the Precision Queue will only consider agents who satisfy both criteria: their 'Spanish_Proficiency' attribute (likely a proficiency attribute from 1-10) is greater than 5, AND their 'Product_Knowledge.Printers' attribute (a boolean attribute) is set to True.
- 6
A CCE administrator is configuring a new Outbound Option campaign using the Progressive dialing mode. The business requirement is to minimize the number of abandoned calls while ensuring agents are not idle for long periods. Which configuration parameter is most critical for the administrator to tune to achieve this balance in a Progressive campaign?
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Correct answer: B
In Progressive dialing mode, the Dialer dials calls only when an agent is available. The 'Lines per Agent' parameter determines how many lines are dialed simultaneously for that single available agent. Tuning this value (e.g., from 1.0 to 1.5) is the primary method to balance agent utilization against the risk of abandoned calls if more than one customer answers.
- 7
A financial services company is implementing Cisco Mobile Agent to allow agents to work from home using their PSTN landlines. For security and quality management, all calls must be recorded via the central CCE recording infrastructure. Which Mobile Agent connection mode must be configured to ensure calls are anchored within the enterprise network and can be recorded centrally?
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Correct answer: C
Nailed Connection mode establishes a persistent call from the agent's remote phone to the contact center. All subsequent customer calls are conferenced onto this persistent call leg. This architecture ensures the entire conversation is anchored within the enterprise network, making it available for centralized services like recording, silent monitoring, and barge-in.
- 8
A contact center manager wants to create a custom report in CUIC that shows the average handle time for agents who have been with the company for more than one year versus those who have been there for less than one year. The agent's hire date is stored in a custom database table, not in the standard UCCE HDS database. What is the correct approach to create this report in CUIC?
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Correct answer: B
CUIC allows administrators to define new Data Sources pointing to external databases (like the custom HR database containing the hire date). Once both the standard UCCE HDS and the custom database are configured as Data Sources, a custom Report Definition can be created with an SQL query that joins the relevant tables (e.g., Agent table from HDS with the custom table) to correlate performance data with tenure.
- 9
During a review of the CCE system, an engineer notices that the Router component is logging a high number of 'MR_PG_IDLE_EVENT' messages. This indicates that the MR PIM is frequently going idle. What is the most likely cause of this issue?
Show answer details
Correct answer: B
The Media Routing (MR) PIM on a Peripheral Gateway (PG) is responsible for managing requests for non-voice tasks or multichannel contacts. The MR PIM will go into an idle state if there are no agents associated with any MRDs (Media Routing Domains). This commonly occurs when no agents are logged in who are skilled for non-voice tasks like email or chat, causing the MR PIM to have no active targets to manage.
- 10
A CCE administrator needs to create a basic ICM script that first checks if any agents are available in the 'Sales_Tier1_SG' skill group. If agents are available, the call should be queued to that skill group. If no agents are available, the call should be immediately sent to a CVP self-service application. Which two script nodes are essential to build this logic? (Choose two.)
Show answer details
Correct answer: A, C
The 'If' node is required to create the conditional logic. It can be configured with a condition like 'SkillGroup(Sales_Tier1_SG).Available > 0' to check for agent availability.
The 'Queue to Skill Group' node is used in the 'true' branch of the 'If' node to place the call in the queue for the specified skill group when agents are available.
