500-052 Exam Dumps - Cisco Specialist Questions and Answers

To troubleshoot a Cisco Unified Contact Center Express engine “Java out of memory” crash, you should perform the following steps:

• Collect the thread dump for Cisco Unified CCX Engine: A thread dump is a snapshot of the state of all the threads that are part of the process. The thread dump will show what each thread is doing, what resources they are holding, and what other threads they are waiting for. This can help identify any deadlocks, loops, or hung threads that could cause memory leaks or high memory usage. To collect the thread dump for Cisco Unified CCX Engine, use the Cisco Unified Real-Time Monitoring Tool (RTMT) and navigate to Trace and Log Central > Collect Files > Select Cisco Unified CCX Engine > Check Thread Dump > Finish. For more information on how to collect the thread dump, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Trace and Log Central, Subsection: Collecting Thread Dumps.
• Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool: The engine heap is the area of memory where the Cisco Unified CCX Engine stores the objects it creates and uses. The engine heap performance data will show how much heap memory is allocated, used, and freed by the engine, as well as the number and frequency of garbage collections. This can help identify any memory leaks, memory fragmentation, or insufficient heap size issues that could cause memory exhaustion or degradation. To collect the engine heap performance data, use the RTMT and navigate to System > Performance > Open Performance Monitoring > Select Cisco Unified CCX Engine > Select Heap Usage and GC Counters. For more information on how to collect the engine heap performance data, see the Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2), Chapter: Unified CCX Engine Heap Usage Monitoring.
• Talk to the customer about the deployment and usage pattern: The deployment and usage pattern of the customer will provide information about the configuration, load, and behavior of the Cisco Unified CCX system. This can help identify any factors that could contribute to the memory issues, such as the number of applications, scripts, sessions, agents, teams, skills, CSQs, triggers, historical reports, etc. The deployment and usage pattern can also help determine the best practices and recommendations for optimizing the system performance and avoiding memory problems. To talk to the customer about the deployment and usage pattern, use the Unified CCX 12.5 Sizing Tool and the Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1) as references.

The following steps are not required or not possible to troubleshoot a Cisco Unified Contact Center Express engine “Java out of memory” crash:

• Check to see if the customer has installed any third party applications: This step is not required, because the Cisco Unified CCX platform does not support the installation of any third party applications. The platform is a closed system that only allows the installation of Cisco-approved software and patches. Any attempt to install third party applications on the platform will cause the system to fail the integrity check and prevent the system from functioning properly. For more information on the platform compatibility and restrictions, see the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide, Release 12.5(1), Chapter: Platform Considerations, Section: Platform Compatibility.
• Collect heap dumps via the Cisco Unified Real-Time Monitoring Tool: This step is not possible, because the RTMT does not provide the option to collect heap dumps for the Cisco Unified CCX Engine. A heap dump is a snapshot of the memory allocation of the process, which shows the objects, classes, and references in the heap. A heap dump can be useful for analyzing the memory usage and finding memory leaks, but it requires a tool that can capture and read the heap dump file. The RTMT can only collect and view trace files, logs, and performance counters for the Cisco Unified CCX Engine. To collect heap dumps for the Cisco Unified CCX Engine, a different tool or method is needed, such as using the jmap command or the [Java VisualVM] tool.
• Check the Cisco Unified CCX Serviceability Control Center: This step is not helpful, because the Cisco Unified CCX Serviceability Control Center only shows the status and allows the control of the Cisco Unified CCX services and components. It does not provide any information or tools for troubleshooting memory issues or crashes. The Control Center can be used to start, stop, or restart the Cisco Unified CCX Engine service, but this will not resolve the root cause of the memory problem. To troubleshoot memory issues or crashes, other tools or methods are needed, such as using the RTMT, the CLI, or the web interface. For more information on the Cisco Unified CCX Serviceability Control Center, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Control Center - Network Services. References:
• Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1)
• Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2)
• Unified CCX 12.5 Sizing Tool
• Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1)
• Cisco Unified Contact Center Express Software and Hardware Compatibility Guide, Release 12.5(1)
• jmap
• [Java VisualVM]
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]8, Module 4: Cisco Unified CCX Maintenance, Lesson 1: Cisco Unified CCX Serviceability and Maintenance, Topic: Troubleshooting Cisco Unified CCX

The Cisco Unified Communications Sizing Tool is a web-based application that helps customers and partners accurately size Cisco Unified Communications hardware, software, and services. The tool can be used to size Cisco Unified CCX by selecting the product family, the deployment model, the reference design, the call volume, the agent count, the features, and the hardware specifications. The tool then generates a report that shows the recommended hardware configuration, the software licenses, the power consumption, the rack space, and the bill of materials for the Cisco Unified CCX solution1, 2 References: Solution Design Guide for Cisco Unified Contact Center Express, Release 11.5 (1), Cisco Sizing tools - Cisco Community

According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Cisco Unified CCX 8.0 can support a maximum of 400 agents when deployed with Cisco Unified Communications Manager. This is the highest capacity option for Cisco Unified CCX 8.0, which requires a dedicated server for the Cisco Unified CCX Engine and a dedicated server for the Cisco Unified CCX Database. The maximum number of agents depends on the hardware configuration, the deployment model, and the features enabled. For example, if Cisco Unified CCX is deployed in a high availability mode, the maximum number of agents is reduced to 300. If Cisco Unified CCX is deployed with Cisco Unified Presence, the maximum number of agents is reduced to 250. If Cisco Unified CCX is deployed with Cisco Unified Intelligence Center, the maximum number of agents is reduced to 150. The maximum number of agents also varies for different versions of Cisco Unified CCX. For example, Cisco Unified CCX 7.0 can support a maximum of 300 agents, while Cisco Unified CCX 9.0 can support a maximum of 500 agents. References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 2: Unified CCX Product Overview, Section 2.1: Unified CCX Product Packages, Page 151 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.1: Unified CCX Deployment Models, Page 252 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2: Unified CCX Capacity Planning, Page 293

Historical reports can be generated using the Historical Reporting Client (HRC) and the Cisco Unified Intelligence Center (CUIC). The HRC is a standalone application that allows supervisors and administrators to view and print reports on historical data from the Unified CCX server. The CUIC is a web-based reporting application that provides real-time and historical reports for Unified CCX. Both tools allow users to create, schedule, and export reports on various aspects of the Unified CCX system, such as agent performance, call statistics, and system health. References:

• Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2), Chapter: Historical Reports
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 3: Cisco Unified CCX Reporting, Lesson 1: Cisco Unified CCX Reporting Overview

In a Cisco Unified Contact Center Express deployment with Cisco Unified Communications Manager Express, the embedded browser feature is disabled on the Cisco Agent Desktop. The embedded browser feature allows the agent to view web pages or applications within the Cisco Agent Desktop window, such as customer information, scripts, or web chat. However, this feature requires the Cisco Unified Communications Manager to provide CTI data to the Cisco Agent Desktop, which is not supported by the Cisco Unified Communications Manager Express. Therefore, the embedded browser feature is not available when using Cisco Unified Communications Manager Express as the call control system. References := Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1) SU3, Chapter 2: Preinstallation Tasks for Cisco Unified CCX, Cisco Unified Communications Manager Express, page 2-11.

 The number of premium seats required for a Cisco Unified Contact Center Express system is based on the maximum number of logged in agents plus the number of IVR and email ports needed. In this case, the maximum number of logged in agents is 150, the number of IVR ports needed for outbound calls is 30, and the number of email ports needed for email agents is 20. Therefore, the total number of premium seats required is 150 + 30 + 20 = 180 seats. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson 1: Cisco Unified Contact Center Express Product Overview - Topic: Cisco Unified CCX Product Packages1

The trace configuration interface is used to configure debug parameters for log files in Cisco Unified Contact Center Express (UCCX). This interface allows the administrator to set the trace level, trace output, and trace file size for different UCCX components and services. The trace configuration interface can be accessed from the UCCX Serviceability web page by selectingTrace > Configuration from the menu. The trace configuration interface also provides the option to view the current trace settings and download the trace files for troubleshooting purposes. References: Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1) SU3 - Cisco Unified CCX Serviceability, Use CLI to Collect Unified Contact Center Express Logs - Cisco

 Cisco Unified CCX Standard license includes the database steps library, which allows the script to access and manipulate data from external databases using SQL queries. The database steps library can be used to create, update, delete, or query records from any JDBC-compliant database, such as Microsoft SQL Server, Oracle, or MySQL. The database steps library can also be used to store session data, such as caller input or agent information, in a database table for later retrieval or reporting. The database steps library is useful for creating dynamic and personalized applications that can interact with external data sources.

The other options are incorrect because they are not included in the Cisco Unified CCX Standard license. The ICM steps library is only available with the Cisco Unified CCX Premium license, and it allows the script to integrate with the Cisco Unified Intelligent Contact Management (ICM) system for routing and reporting purposes. The email steps library is also only available with the Cisco Unified CCX Premium license, and it allows the script to send and receive email messages from customers or agents. The document steps library is available with the Cisco Unified CCX Enhanced or Premium licenses, and it allows the script to read and write documents from the local file system or a remote server using FTP or HTTP protocols. The document steps library can be used to store or retrieve data in XML, CSV, or plain text formats. References := Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) SU3, Chapter 2: Unified CCX Editor Step Reference, Database Steps, page 2-15.

 Cisco Unified Contact Center Express does not support an embedded Internet browser within the Cisco Agent Desktop. The Cisco Agent Desktop is a legacy desktop application that provides call control and agent state management for Unified CCX agents. The Cisco Agent Desktop does not have an embedded Internet browser, but it can launch an external browser to display web pages or applications. However, the Cisco Agent Desktop is deprecated and replaced by the Cisco Finesse desktop, which is a web-based agent and supervisor desktop that supports an embedded Internet browser. The CiscoFinesse desktop is available for all Unified CCX platform sets, including Standard, Enhanced, and Premium. For more information on the differences between the Cisco Agent Desktop and the Cisco Finesse desktop, see the Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1), Chapter: Cisco Unified CCX Desktop Options, Section: Cisco Agent Desktop and Cisco Finesse Desktop Comparison. References:

• Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1)
• Cisco 500-052 Free Practice Exam & Test Training - ITExams.com