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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions (Q19-Q24):

NEW QUESTION # 19
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.)

Answer: D,E

Explanation:
Cisco's Recording Control activity gives caller consent precedence over tenant, queue, and recording schedule settings. In the documented precedence order, if user consent is set to Yes in the flow, the call is recorded regardless of the recording configuration at those other levels. If the user does not consent, the call is not recorded, also regardless of those other settings. If the Recording Control activity is not configured in the flow, the system falls back to the normal recording hierarchy: if any applicable tenant, queue, or schedule configuration is Yes, the call is recorded; if all are No, it is not. That is why option B is true and option C is false. Option D is also true because removing the flow activity returns control to queue-level or other configured recording policy. Option E is false because explicit Yes consent in the flow takes precedence over a recording schedule set to No. Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Build and manage flows with Flow Designer.


NEW QUESTION # 20
Which authentication and authorization specification is required for using Webex Contact Center APIs?

Answer: C

Explanation:
Webex Contact Center APIs use OAuth 2.0 for authentication and authorization. Cisco's developer documentation for Webex and Webex Contact Center describes integrations as the mechanism used to request permission and obtain access tokens for API calls, using the OAuth 2.0 authorization framework rather than static API keys or basic HTTP authentication. OAuth 2.0 gives the platform scoped access control, token issuance, and administrative consent behavior appropriate for enterprise automation. Mutual TLS may be used in specific transport-security or trunking contexts, but it is not the authorization specification for normal Webex Contact Center REST APIs. Basic HTTP authentication would require sharing credentials directly with the client and does not match the Webex developer model. API key authentication is also not the supported authorization pattern for these Contact Center APIs. The typo in the original option has been corrected to OAuth 2.0. Reference: Webex Developer, Integrations and Authorization; Webex Contact Center API documentation.


NEW QUESTION # 21
A user has the agent role and plans to sign in to Cisco Webex Contact Center desktop. Which system meets the requirements for WebRTC as the agent phone device?

Answer: B

Explanation:
WebRTC as an agent phone device requires a supported desktop operating system, a supported browser such as Chrome, sufficient network bandwidth, and browser settings that allow the Contact Center desktop to function correctly. This system meets those requirements with Windows 11, Chrome, physical host usage, adequate bandwidth, and pop-ups allowed.


NEW QUESTION # 22
A Webex Contact Center Administrator is trying to configure team-based call distribution. The requirement is to handle Sales Queue calls before Accounting Queue calls.
- All Sales calls in the queue must be routed to agents before
Accounting calls.
- If an older Accounting call is in the queue and a Sales call is
received by the system, the Sales call must get priority.
- When no Sales call is in the queue, Accounting calls can be routed to agents.
How can this be achieved within team configuration?

Answer: C

Explanation:
Queue ranking controls the priority of queues within team-based call distribution. By ranking the Sales Queue higher than the Accounting Queue, Sales calls are routed first even when Accounting calls have been waiting longer, while Accounting calls are routed only when no higher-ranked Sales calls are waiting.


NEW QUESTION # 23
Refer to the exhibit. A Webex Contact Center agent-initiated outbound email did not reach the recipient. While investigating, a Webex Contact Center engineer sees this output in Webex Connect Debug Console tool. Which two mistakes cause this issue? (Choose two.)

Answer: A,E

Explanation:
Reason code 7554 indicates an SMTP failure for email delivery. In an outbound email asset, an incorrect SMTP port or incorrect SMTP security method can prevent Webex Connect from establishing the required SMTP connection successfully.


NEW QUESTION # 24
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