Helping Hand Questions for 500-444

Cisco Identity Service (IdS) is a component of Cisco Unified Contact Center Enterprise (CCE) that enables single sign-on (SSO) for users to access various CCE applications, such as Finesse, Unified Intelligence Center, and ECE1. IdS acts as a service provider (SP) that delegates the authentication process to an external identity provider (IdP), such as Active Directory Federation Services (AD FS), PingFederate, or Okta2.

To configure the Cisco IdS using PCCE Web Administration Manager (S.P.O.G), a trust relationship must be established by downloading and exchanging a metadata file between the IdS and the IdP. This means that both the IdS and the IdP must have each other’s metadata file imported into their configuration, so that they can exchange information such as the entity ID, the endpoints, the certificates, and the SSO protocol3. Therefore, the correct answer is B: IdS to IdP and IdP to IdS.

The other options are incorrect because:

• A: IdS to IdP is only half of the trust relationship, as the IdP also needs to have the IdS metadata file imported.
• C: IdP to IdS is also only half of the trust relationship, as the IdS also needs to have the IdP metadata file imported.
• D: IdS to IdP and IdP to Active Directory (AD) is not a valid option, as the IdP does not need to exchange a metadata file with AD. The IdP can use AD as a user directory, but it does not need to establish a trust relationship with it for SSO purposes4.

References:

1: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Cisco Identity Service 2: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Single Sign-On 3: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Identity Provider 4: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Active Directory

The Active and Configured CUIC Users for the 2K deployment model are 200 and 800 respectively. This means that the CUIC server can support up to 200 concurrent users and up to 800 configured users. A concurrent user is a user who is logged in to CUIC and actively using the application. A configured user is a user who has an account in CUIC, regardless of whether they are logged in or not. The 2K deployment model is one of the UCCE deployment types that defines the maximum number of agents, supervisors, and reporting users that can be supported by the system. The 2K deployment model can support up to 2000 agents, 200 supervisors, and 200 CUIC concurrent users12. References:

• Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.5 (1) and 12.5 (2) - CLI Commands during Installation and Upgrade 2
• Cisco 500-444 Quiz 1 Topic 8 Questions 1-5 1

= UC on UCS Tested Reference Configuration (TRC) is a type of deployment option for Cisco Unified Communications applications on Cisco Unified Computing System (UCS) servers. TRC is defined as Configuration Based, which means that it specifies the exact hardware configuration, including server model, CPU, memory, disk, RAID settings, BIOS settings, and network adapters. TRC also requires VMware vSphere as the virtualization software, and does not support any other hypervisor. VMware vCenter is not required for TRC, but it is recommended for managing multiple ESXi hosts. TRC is different from Specs-based, which is defined as Rule Based, and allows more flexibility in choosing the hardware components, as long as they meet the minimum requirements and follow the rules defined by Cisco. Specs-based also supports other hypervisors besides VMware vSphere, such as Microsoft Hyper-V and KVM. References :=

• Troubleshoot UC on UCS TRC, UC on UCS Specs-based, and 3rd-party Specs-based Deployments1
• Collaboration Virtualization Sizing2
• Unified Computing System Hardware3
• What to select - Cisco BE6000 or UC-on-UCS45

When an agent transfers a call to another ICM Skill Group, the call should be transferred to a CTI route point that is associated with a routing client and a dialed number in the ICM configuration. This way, the ICM can route the call to the appropriate agent based on the skill group and the call context. The ICM can also maintain the end-to-end reporting context for the call, such as the original call type, the transfer reason, the transfer time, and the transfer destination. If the call is transferred to an agent IP phone, a route pattern, or a translation pattern, the ICM will lose the visibility and control of the call, and the reporting context will be broken.

References: Troubleshooting Cisco Contact Center Enterprise (CCET) course, Module 3: Troubleshooting Call Flows, Lesson 3: Troubleshooting Transfers12