Free 500-445 – Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) Practice Test Question

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  customer voice portal

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  social miner

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  ICM router, logger, admin workstation
  ICM router, logger, admin workstation: ICM (Intelligent Contact Manager) is a Cisco product that routes and manages customer interactions across multiple channels such as voice, email, chat, and social media. ICM router, logger, and admin workstation are the components of ICM that are required for Enterprise Chat and Email to function properly.

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  call manager

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  CTI server
  CTI server: CTI (Computer Telephony Integration) server is a component of UCCE that integrates telephony and computer systems to provide advanced call control and call management functionality. The CTI server is responsible for integrating the Enterprise Chat and Email with the phone system.
  

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  Create a SQL User with db_datareader rights to the eGReportsDB on the ECE Reporting server.

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  Single-mode authentication must be enabled on the ECE Reporting server.

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  Create a SQL User with db_user rights to the eGsideDB on the ECE Reporting server.

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  Mixed mode authentication must be enabled on the ECE Reporting server.

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  Create a SQL User with db_user rights to the eGReportsDB on the ECE Reporting server.
  Create a SQL User with db_user rights to the eGReportsDB on the ECE Reporting server: CUIC needs to access the ECE Reporting server's eGReportsDB to retrieve data and perform reporting. A SQL user with db_user rights to the eGReportsDB is needed to allow CUIC to access and read the data.

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  Mixed mode authentication must be enabled on the CUIC publisher.
  Mixed mode authentication must be enabled on the CUIC publisher: CUIC and ECE use different authentication methods, in order for CUIC to communicate with ECE, mixed mode authentication must be enabled on the CUIC publisher. This allows CUIC to use both Windows and SQL Server authentication to connect to ECE.
  

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  It ts used in an inbound workflow.
  If an alias is used in an inbound workflow, it cannot be deleted until it is removed from the workflow. C. If an alias is associated with a user, it cannot be deleted until it is unassigned from the user. E. If an alias is associated with a queue, it cannot be deleted until it is removed from the queue.
  You can refer to the following URLs for more details: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise-chat-and-email/11_5_1/administrator/guide/Cisco_Enterprise_Chat_and_Email_Administrator_Guide_11_5_1/b_Enterprise_Chat_and_Email_Administrator_Guide_11_5_1_chapter_0103.html
  

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  It is configured as the default alias.

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  lt is associated with the users.

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  It is associated with a retriever instance.

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  it is associated with a queue.

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  it is associated with the mail server.

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  Only open chat activities in which the customer has not left the chat session can be transferred.

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  Chats can be transferred to departments directly.
  Chats can be transferred to departments directly: Chat activities can be transferred to different departments based on the customer's needs or the agent's ability to handle the inquiry.
  It's also important to note that the ability to transfer chats and the number of transfers that can be made may be limited by the specific configuration of the UCCE system.
  

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  Agents can transfer the chat activities based on the Maximum Task limit setting.

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  Agents have unlimited transfers of chat activity.

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  Only one chat activity can be transferred at a time.

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  Supervisor Status

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  Contact Center Trend

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  Email Survey

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  Service Level Agreement
  Service Level Performance

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  Contact Center CCAI

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  Agent performance

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  Mixed mode

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  Directory Connection

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  Windows Authentication

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  SQL Authentication

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  24

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  29

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  30

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  32

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  Ldap://idap_server:3269

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  Ldap://idap_server:80

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  Ldap://idap_server:443

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  Ldap://idap_server:3268

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  Inbound workflows, Outbound workflows, Email aliases, Users, Queues

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  Inbound workflows, Outbound workflows, Users, Email aliases

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  Inbound workflows, Outbound workflows, Queues, DN

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  Email aliases, Inbound workflows, Users, Queues

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  Services server, Message server, File server, Database server, Application server

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  No mandatory sequence is needed

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  Services server, Message server, Database server, File server, Application server

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  Services server, File server, Database server, Message server, Application server