Cisco Specialist 500-052 Exam Questions and Answers PDF

 Wrap-up data is a feature that allows agents to enter a code or description that indicates the outcome or purpose of a call. This data can be used for reporting and analysis purposes. To enable wrap-up data, the administrator must configure the following settings in the Cisco Desktop Work Flow Administrator:

• In the Agent Desk Settings List, select the desktop setting to which you want to apply wrap-up data.
• In the Work mode on Incoming parameter, select Required with Wrapup Data or Optional with Wrapup Data. This determines whether the agent must or can enter wrap-up data after an incoming call.
• In the Work mode on outgoing parameter, select Required with Wrapup Data or Optional with Wrapup Data. This determines whether the agent must or can enter wrap-up data after an outgoing call.
• In the Wrapup Time parameter, enter the number of seconds that the agent has to enter wrap-up data before the agent state changes to Ready or Not Ready.
• In the Work Flow Groups pane, select the work flow group to which you want to assign wrap-up data reasons.
• In the Available Wrapup Data pane, select the wrap-up data reasons that you want to make available for the selected work flow group, and click the right arrow button to move them to the Work Flow Wrapup Data pane.
• Click the Apply button to save the changes. References:
• Deploying Cisco Unified Contact Center Express (UCCXD) v6.0
• Cisco Unified Contact Center Express Administration Guide, Release 11.6(1) - Chapter 4: Configuring Workflow Groups

The customer must purchase 30 outbound IVR ports and 30 agent seats in addition to the 200 Cisco Unified Center Express Premium agent seats. The outbound IVR ports are required to run the outbound IVR campaign, which can make outbound calls to customers and play prerecorded messages or collect customer inputs. The agent seats are required to handle the outbound calls that are transferred to agents based on the customer’s choice or the campaign configuration. The outbound IVR ports and the agent seats are licensed separately and are not included in the Premium agent seats1, page 2-3, 2, page 4-1. References: Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5 (1) SU1, Cisco Unified Contact Center Express Features Guide, Release 12.5 (1)

The peripheral variables in the Set Enterprise Call Info step are related to call variables. Call variables are predefined variables that store information about a call, such as the caller ID, the dialed number, the call duration, the call priority, and so on. Call variables are also known as Call.PeripheralVariable1 to Call.PeripheralVariable10, and they can be set or retrieved by the Set Enterprise Call Info step or the Get Enterprise Call Info step. Call variables can be displayed on the agent desktop or used for reporting purposes1, page 2-3, 2, page 2-4, 3, page 4-1. References: Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5 (1) SU1, Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.6(2), Cisco Unified Contact Center Express Features Guide, Release 12.5 (1)

 A POD (Point of Data) is a unit of data that is stored in Context Service. A POD can contain information about a customer, an interaction, or any other entity that is relevant to the contact center. A POD can map to a fieldset, which is a collection of fields that define the structure and schema of the POD. A fieldset can have a name, a description, and a list of fields. Each field can have a name, a type, and a value. A POD can belong to only one fieldset, but a fieldset can have multiple PODs1. The runtime connector is not responsible for account and password management, but for registering the contact center components with Context Service and sending and receiving PODs2. Every customer can be mapped to multiple PODs, depending on the number of interactions they have with the contact center3. References:

• 1: Cisco Unified Contact Center Express Features Guide, Release 12.0(1) - Context Service Data Model, Fields, and Fieldsets [Cisco Unified Contact Center Express] - Cisco(https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_0/features/guide/uccx_b_features-guide-1201/uccx_b_features-guide-1201_chapter_010.html)
• 2: Cisco Unified Contact Center Express Features Guide, Release 12.0(1) - Component Configuration and Registration [Cisco Unified Contact Center Express] - Cisco(https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6/features/guide/uccx_b_uccx-features-guide/uccx_b_uccx-features-guide_chapter_01.pdf)
• 3: Cisco Unified Contact Center Express Features Guide, Release 12.0(1) - Omnichannel Customer Journey [Cisco Unified Contact Center Express] - Cisco(https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_0/features/guide/uccx_b_features-guide-1201/uccx_b_features-guide-1201_chapter_010.html)