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500-443 - Advanced Administration and Reporting of Contact Center Enterprise

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500-443 Questions and Answers

Question # 1

What are two mandatory ICM AW configurations to get the PCS working properly? (Choose two.)


Configure the Survey DN, CT and associate with the Survey routing script.


Set \iser.microapp.isPostCallSurvev' to y after either the label node or the Queue to Skillgroup/PQ node in the initial incoming DN routing script logic.


Set "user.microapp.isPostCallSurvey'' to n before either the label node or the Queue to Skillgroup/PQ node in the initial incoming DN routing script logic.


Create a new call type for Post Call Survey, map incoming dialed number to a survey dialed number pattern, and associates the survey dialed number patterns to the survey call type.


Create a new call type for Post Call Survey, map survey dialed number pattern to the incoming dialed number, and associate the incoming dialed number patterns to the survey call type.

Question # 2

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


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


To 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.


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


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

Question # 3

What is the role of CVP in UCCE/PCCE?


interface between CUBE and UCCE/PCCE


queuing and self-service IVR


call routing brain of PCCE/UCCE


plays IVR Prompts to Callers

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