Ensure Success With Updated Verified 500-052 Exam Dumps [2024]

Exam Materials for You to Prepare & Pass 500-052 Exam.

How to study the 500-052 Exam

There are two main types of resources for preparation of certification exams first there are the study guides and the books that are detailed and suitable for building knowledge from ground up then there are video tutorial and lectures that can somehow ease the pain of through study and are comparatively less boring for some candidates yet these demand time and concentration from the learner. Smart Candidates who want to build a solid foundation in all exam topics and related technologies usually combine video lectures with study guides to reap the benefits of both but there is one crucial preparation tool as often overlooked by most candidates the practice exams. Practice exams are built to make students comfortable with the real exam environment. Statistics have shown that most students fail not due to that preparation but due to exam anxiety the fear of the unknown. PrepAwayExam expert team recommends you to prepare some notes on these topics along with it don’t forget to practice Cisco 500-052 exam dumps which have been written by our expert team, Both these will help you a lot to clear this exam with good marks.

Exam Topics

Before taking the exam, the very first thing each candidate should do is review the exam outline. Below find the general overlay of the 500-052 test topics and marks allocated for each section.

• Developing a Unified Contact Center Express System Deployment

  32% of the test is based on this section and it includes:

  • Performing customer capacity planning.
  • Evaluating features required by the customer.
  • Determining various configurations and recommend different options.
  • Distinguish possible configuration and ordering tools.
• Implementation of a Unified Contact Center Express System. Describing the following processes

  This topic accounts for 40% of the questions and being competent in the following areas is expected:

  • Installation of Unified Contact Center Express software and hardware.
  • Configuration of Unified Contact Center Express software and provision of users to meet customer requirements.
  • Utilizing the Unified Contact Center Express Application Editor.
  • Examining the Cisco Business Edition 6000 competitive landscape.
• Operating a Unified Contact Center Express System.

  Being skilled in the section will earn you 28% of the exam score. It covers the following areas:

  • Fundamental Unified Contact Center Express user tasks.
  • Tools and processes accessible for troubleshooting Unified Contact Center Express.
  • Tools and processes accessible for monitoring system operations in Unified Contact Center Express
  • Tools and processes accessible for patching, upgrading systems, and license additions for Unified Contact Center Express.

NEW QUESTION 28
Which type of information is available from the Cisco Unified Contact Center Express Control Center?

 database replication status

 system parameters configuration

 date and time of most recent failure

 Cisco Unified Communications Manager cluster status

Explanation
The Cisco Unified Contact Center Express Control Center is a web-based interface that allows administrators to monitor and control the status of various Unified CCX services, engines, and components. The Control Center displays information such as the service name, description, status, start time, and date and time of most recent failure. The Control Center also provides options to start, stop, or restart services, engines, and components, as well as view logs and trace files. The Control Center does not show information about database replication status, system parameters configuration, or Cisco Unified Communications Manager cluster status, which are available from other Unified CCX tools or interfaces. References:
Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter:
Unified CCX System Management, Section: Control Center
[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]5, Module 4: Cisco Unified CCX Maintenance, Lesson 1: Cisco Unified CCX Serviceability and Maintenance, Topic: Cisco Unified CCX Serviceability Tools

NEW QUESTION 29
In a Cisco Unified Contact Center Express deployment with Cisco Unified Communications Manager Express, which feature is disabled on the Cisco Agent Desktop?

 recording

 monitoring

 embedded browser

 call-control buttons

NEW QUESTION 30
Which step library is included in the license for Cisco Unified CCX Standard?

 ICM steps

 email steps

 document steps

 database steps

Section: (none)

NEW QUESTION 31
Which action enables a contact center supervisor to access and monitor live data reports for multiple teams?

 Take no action, because a supervisor cannot monitor more than one team.

 Assign the supervisor as primary superior for one of the teams and as secondary supervisor for other relevant teams.

 Assign the supervisor as primary supervisor for all the relevant teams.

 Add the supervisor as a member of all the relevant teams.

Explanation
To enable a contact center supervisor to access and monitor live data reports for multiple teams, the administrator should assign the supervisor as primary supervisor for one of the teams and as secondary supervisor for other relevant teams. This way, the supervisor can view the live data reports for all the teams that he or she is associated with, either as primary or secondary supervisor. The supervisor can also switch between different teams in the Cisco Finesse desktop or the Cisco Unified Intelligence Center (CUIC) web interface. For more information on how to assign primary and secondary supervisors for teams, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX Application Configuration, Section: Teams.
The following actions will not enable a contact center supervisor to access and monitor live data reports for multiple teams:
Take no action, because a supervisor cannot monitor more than one team: This is incorrect, because a supervisor can monitor more than one team if he or she is assigned as primary or secondary supervisor for those teams. Taking no action will prevent the supervisor from accessing and monitoring live data reports for any team.
Assign the supervisor as primary supervisor for all the relevant teams: This is not recommended, because a primary supervisor is responsible for managing and coaching the agents in a team, and having multiple primary supervisors for the same team can cause confusion and conflict. A team should have only one primary supervisor and optionally one or more secondary supervisors. A secondary supervisor can access and monitor live data reports for a team, but cannot perform other supervisory tasks, such as barge-in, intercept, or chat with agents.
Add the supervisor as a member of all the relevant teams: This is not possible, because a supervisor cannot be a member of a team. A team consists of agents who handle customer contacts, and a supervisor who oversees the performance and activities of the agents. A supervisor can be associated with one or more teams, but cannot be part of a team. References:
Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1)
[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 1: Cisco Unified CCX Overview, Lesson 2: Cisco Unified CCX User Roles and Capabilities, Topic: Supervisor Role

NEW QUESTION 32
The Cisco Unified Real-Time Monitoring Tool enables you to do which three options? (Choose three.)

 Plot and view performance data.

 Monitor the replication status of historical data store.

 Monitor the Cisco Unified CCX CTI port status and take corrective action.

 Download log files from Cisco Unified CCX nodes.

 Check the number of active calls in the Cisco Unified CCX system.

 Monitor the WAN link status.

Section: (none)

NEW QUESTION 33
Where can you start, stop, and restart Cisco Unified Contact Center Express services?

 the system page on Cisco Unified Contact Center Express Administration

 Cisco Desktop Administration

 Control Center on Cisco Unified Contact Center Express Service ability

 Cisco Unified Communications Operating System Administration

NEW QUESTION 34
You should perform which three steps when troubleshooting a Cisco Unified Contact Center Express engine
“Java out of memory” crash? (Choose three.)

 Collect the thread dump for Cisco Unified CCX Engine

 Check to see if the customer has installed any third party applications

 Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool.

 Collect heap dumps via the Cisco Unified Real-Time Monitoring Tool

 Talk to the customer about the deployment and usage pattern.

 Check the Cisco Unified CCX Serviceability Control Center

NEW QUESTION 35
Which deployment option is invalid for Cisco Unified Contact Center Express?

 a two-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager cluster

 a one-node Cisco Unified Contact Center Express cluster connected to two Cisco Unified Communications Manager clusters

 a one-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager Express router

 two Cisco Unified Contact Center Express clusters, each with two nodes, connected to the same Cisco Unified Cisco Unified Communications Manager cluster

Explanation
The invalid deployment option for Cisco Unified Contact Center Express is two Cisco Unified Contact Center Express clusters, each with two nodes, connected to the same Cisco Unified Cisco Unified Communications Manager cluster. This option is not supported because Cisco Unified Contact Center Express does not allow multiple clusters to share the same Cisco Unified Communications Manager cluster. Each Cisco Unified Contact Center Express cluster must have its own dedicated Cisco Unified Communications Manager cluster1.
The other options are valid deployment options for Cisco Unified Contact Center Express:
A two-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager cluster. This option is supported and provides high availability and redundancy for both Cisco Unified Contact Center Express and Cisco Unified Communications Manager. A two-node Cisco Unified Contact Center Express cluster consists of a primaryand a secondary node that can synchronize data and take over the call processing in case of a failure2.
A one-node Cisco Unified Contact Center Express cluster connected to two Cisco Unified Communications Manager clusters. This option is supported and provides redundancy for Cisco Unified Communications Manager. A one-node Cisco Unified Contact Center Express cluster consists of a single node that handles all the call processing and administration functions. A one-node Cisco Unified Contact Center Express cluster can connect to two Cisco Unified Communications Manager clusters using the Intercluster Lookup Service (ILS) feature3.
A one-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager Express router. This option is supported and provides a cost-effective and simplified solution for small and medium-sized businesses. A one-node Cisco Unified Contact Center Express cluster can connect to a Cisco Unified Communications Manager Express router using the Skinny Client Control Protocol (SCCP) or the Session Initiation Protocol (SIP)4.
References: 1: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) – Unified CCX Deployment Models [Cisco Unified Contact Center Express] – Cisco 2: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) – Unified CCX Deployment Models
[Cisco Unified Contact Center Express] – Cisco 3: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) – Unified CCX Deployment Models [Cisco Unified Contact Center Express]
– Cisco 4: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) – Unified CCX Deployment Models [Cisco Unified Contact Center Express] – Cisco

NEW QUESTION 36
Which option enables you to monitor previous agent seat license usage?

 traffic analysis historical report

 port and agent seat utilization historical report in Cisco Unified Intelligence Center

 port-monitoring tool in Cisco Unified Communications Manager Real-Time Monitoring Tool

 overall Cisco Unified CCX stats in Cisco Unified Communications Manager Real-Time Monitoring Tool

NEW QUESTION 37
In a high availability over WAN deployment, which option cannot be across the WAN from the active Cisco Unified Contact Center Express site?

 ASR or TTS servers

 wallboard server

 SMTP server

 enterprise database

NEW QUESTION 38
Which type of information is available from the Cisco Unified Contact Center Express control center?

 date and time of most recent service status

 Cisco Unified Communications Manager cluster status

 system parameters configuration

 database replication status

NEW QUESTION 39
In the Expression Editor panel of Cisco Unified Contact Center Express Script Editor, what are three reasons to use the Java tab? (Choose three.)

 to invoke a specified method of a custom Java class

 to reference a variable of a custom Java Object

 to pass variables between two different workflows

 to create an object for the purpose of executing methods on a remote computer

 to get a reference to the Contact and Session states

 to allow for arguments to be passed to a specified method

NEW QUESTION 40
Where can you start, stop, and restart Cisco Unified Contact Center Express services?

 Control Center on Cisco Unified Contact Center Express Serviceability

 System page on Cisco Unified Contact Center Express Administration

 Cisco Desktop Administrator

 Cisco Unified Communications Operating System Administration

Section: (none)

NEW QUESTION 41
If you have not configured the database subsystem, what is the status of the database subsystem on the Control Center page of AppAdmin?

 partial service

 out of service

 shutdown

 not configured

Section: (none)

NEW QUESTION 42
Which phones must be associated to the RmCm application user account?

 all phones

 none, because that user account is not used for phone association

 only agent phones that are used with the Cisco Finesse agent desktop

 only Cisco Finesse IPPA phones

Explanation
The correct answer is C. Only agent phones that are used with the Cisco Finesse agent desktop must be associated to the RmCm application user account. The RmCm application user account is a special user account that is created by Cisco Unified Contact Center Express (UCCX) during the initial setup and is used to control and monitor the agent phones through the Computer Telephony Integration (CTI) interface. The RmCm application user account must have the Standard CTI Enabled and Standard CTI Allow Control of Phones supporting Connected Xfer and conf user roles, and must have the agent phones associated as controlled devices. This allows the UCCX to perform actions such as logging in and out agents, changing agent states, making and receiving calls, transferring and conferencing calls, and sending and receiving enterprise data1.
The other options are not correct because:
A). All phones must be associated to the RmCm application user account. This is false because not all phones need to be controlled and monitored by UCCX. Only the phones that are used by the agents who log in to the Cisco Finesse agent desktop need to be associated to the RmCm application user account. Other phones, such as supervisor phones, IVR phones, or non-UCCX phones, do not need to be associated to the RmCm application user account2.
B). None, because that user account is not used for phone association. This is false because the RmCm application user account is used for phone association. The RmCm applicationuser account is the user account that UCCX uses to communicate with the Cisco Unified Communications Manager (CUCM) and control the agent phones. Without phone association, the RmCm application user account cannot perform the CTI functions that are required for the UCCX features1.
D). Only Cisco Finesse IPPA phones must be associated to the RmCm application user account. This is false because Cisco Finesse IPPA phones are not supported by UCCX. Cisco Finesse IPPA is a feature that allows agents to use the Cisco IP Phone Agent (IPPA) service to log in to the Cisco Finesse server and access the Cisco Finesse agent desktop features. However, this feature is only available for Cisco Unified Contact Center Enterprise (UCCE), not for UCCX. UCCX agents can only use the Cisco Finesse agent desktop web interface or the Cisco Agent Desktop (CAD) application to log in and access the UCCX features3.
References: 1: Cisco Unified Contact Center Express Administration Guide, Release 12.5(1) – Cisco Applications Configuration [Cisco Unified Contact Center Express] – Cisco 2: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) – Unified CCX Deployment Models [Cisco Unified Contact Center Express] – Cisco 3: Cisco Finesse Installation and Upgrade Guide, Release 12.5(1) – Cisco Finesse IPPA [Cisco Finesse] – Cisco

NEW QUESTION 43
If you have not configured the database subsystem, what is the status of the database subsystem on the Control Center page of AppAdmin?

 partial service

 out of service

 shutdown

 not configured

NEW QUESTION 44
Which option can be configured while installing Cisco Unified CCX on Cisco UCS servers?

 DNS server

 NTP server

 SMTP server

 CUCM server

Explanation
The option that can be configured while installing Cisco Unified CCX on Cisco UCS servers is the NTP server. The NTP server is used to synchronize the time between the Unified CCX nodes and other components such as CUCM, LDAP, and SMTP servers. The NTP server must be configured on the first node before installing the second node, otherwise the installation will fail. The NTP server can be configured in the basic configuration information that is required during installation. The DNS server, the SMTP server, and the CUCM server are not configured during the installation, but they can be configured later in the Unified CCX Administration web interface. References := Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 > Module 2: Implementing Cisco Unified Contact Center Express > Lesson 2: Installing Cisco Unified Contact Center Express > Topic 2.2: Installing Unified CCX1

NEW QUESTION 45
In a Cisco Unified CCX application script, a number is read from an external database. The number must then be played out as part of a prompt. Which Cisco Unified CCX Editor step creates a new prompt that can play out the number?

 Create Container Prompt

 Create Generated Prompt

 Create Language Prompt

 Create Conditional Prompt

Explanation
In a Cisco Unified CCX application script, a number is read from an external database. The number must then be played out as part of a prompt. The Cisco Unified CCX Editor step that creates a new prompt that can play out the number is the Create Generated Prompt step12 The Create Generated Prompt step is a media step that allows you to create a prompt from a text or a number.
The step uses the Text-to-Speech (TTS) engine or the Number-to-Speech (NTS) engine to generate a voice prompt that can be played to the caller. The step has two tabs: General and Settings. The General tab allows you to specify the input type (text or number), the input value (a variable or a literal), and the output prompt (a variable that stores the generated prompt). The Settings tab allows you to configure the TTS or NTS settings, such as the language, the voice, and the speed12 The other options are not correct:
Create Container Prompt: The Create Container Prompt step is a media step that allows you to create a prompt from a list of existing prompts. The step concatenates the prompts into a single prompt that can be played to the caller. The step has one tab: General. The General tab allows you to specify the input prompts (a list of variables or literals) and the output prompt (a variable that stores the concatenated prompt)12 Create Language Prompt: The Create Language Prompt step is a media step that allows you to create a prompt from a language-specific prompt. The step selects the prompt that matches the language of the current session and assigns it to a variable. The step has one tab: General. The General tab allows you to specify the input prompt (a variable or a literal that contains a language-specific prompt) and the output prompt (a variable that stores the selected prompt)12 Create Conditional Prompt: The Create Conditional Prompt step is a media step that allows you to create a prompt based on a condition. The step evaluates the condition and assigns the corresponding prompt to a variable. The step has two tabs: General and Settings. The General tab allows you to specify the condition (a Boolean expression) and the output prompt (a variable that stores the conditional prompt). The Settings tab allows you to specify the true prompt and the false prompt (variables or literals that contain the prompts for the true and false cases)12 References: 1: Cisco Unified Contact Center Express Scripting and Development Series: Volume 2, Editor Step Reference, Release 10.0(1) – Media Steps [Cisco Unified Contact Center Express] – Cisco 1 2: Cisco Unified Contact Center Express Getting Started with Scripts, Release 10.0(1) – Creating and Editing Scripts
[Cisco Unified Contact Center Express] – Cisco 2

NEW QUESTION 46
Which two Cisco Unified CCX steps should you use if you want to send an HTTP message? (Choose two.)

 Write Document

 Place Call

 Send HTTP Response

 Cache Document

 Create URL Document

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