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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions (Q74-Q79):

NEW QUESTION # 74
A customer wants supervisors to silently monitor agents without participants hearing monitoring tones. Which feature should be implemented?

A. Barge-in only
B. Silent monitoring
C. Call intercept
D. Whisper coaching

Answer: B

Explanation:
Silent monitoring allows supervisors to listen to agent calls without either party hearing audible tones or announcements. Whisper coaching differs because supervisors can privately speak to agents during calls. Barge-in actively joins the conversation, making the supervisor audible to all participants.

NEW QUESTION # 75
An engineer is configuring outdial telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are required? (Choose two.)

A. default outdial Automatic Number Identification at the tenant level
B. Enable Outdial on a desktop profile.
C. Add the agent to the outbound team.
D. Assign a wrap-up reason to the outdial queue.
E. Automatic Number Identification in Flow Designer

Answer: A,B

Explanation:
Outdial calling in Webex Contact Center needs both a tenant or system caller-ID source and a desktop permission path that lets the agent place outbound calls. Cisco's Control Hub voice settings document the Default Outdial ANI field, which determines the default caller ID used for outdial behavior when a dial number is not otherwise mapped. Cisco's desktop profile documentation then controls whether an agent can actually use outdial from Agent Desktop. When Outdial is enabled on the desktop profile, the administrator selects the outdial entry point and, where applicable, the Outdial ANI list. Adding an agent to an outbound team is campaign-related and not a prerequisite for ordinary outdial. ANI in Flow Designer can influence call presentation in flows, but it is not the required administrative setup for agent outdial. A wrap-up reason for an outdial queue is useful for classification after a contact, not the base telephony enablement. Reference: Cisco Help, Set up voice settings for Webex Contact Center; Manage desktop profiles.

NEW QUESTION # 76
Which action must an administrator take in a Webex Contact Center voice flow to ensure that, after a customer selects option 2 for Spanish in the initial language menu, all AI Agent responses are delivered in Spanish using a consistent, professional executive-sounding Spanish voice, regardless of the caller's location or dialect?

A. Assign a friendly voice name to the Global_VoiceName variable and add a Global-Language variable with the default language setting.
B. Set the Global_Language variable to "es-ES" and Global_VoiceName to the company-approved Spanish voice system name.
C. Set the Global_Language and Global_VoiceName variables to the default system string value "en-ES" to activate Spanish interaction.
D. Change only the Global_Language variable to "es-ES," as this global variable entity dictates both aspects, i.e., language and voice.

Answer: B

Explanation:
Language and voice are separate configuration values in a Webex Contact Center voice flow using AI Agent responses. The Global_Language variable controls the response language, while Global_VoiceName selects the voice used by text-to-speech or AI-agent speech output. Setting only Global_Language to es-ES would change the language but would not guarantee the company-approved Spanish voice. Setting only a friendly voice name without the language would not guarantee Spanish recognition and generation behavior. The string en-ES is invalid for Spanish in this context because en identifies English, while es-ES identifies Spanish for Spain. The requirement asks for consistent professional executive-sounding Spanish regardless of caller location or dialect, so both values must be explicitly set after the menu selection: Global_Language to es-ES and Global_VoiceName to the approved Spanish voice system name. This gives the flow deterministic language and voice behavior. Reference: Cisco Help, Webex AI Agent Studio Administration guide; Use AI agents for customer interactions.

NEW QUESTION # 77
Webex Contact Center agents cannot use WebRTC to make and receive calls. What must be configured on their Desktop profile to enable this functionality?

A. Desktop
B. Browser
C. Agent DN
D. Extension

Answer: A

Explanation:
WebRTC calling in Webex Contact Center is enabled by allowing the Desktop telephony option in the agent's Desktop Profile. This lets agents use Agent Desktop as the voice endpoint directly from the browser instead of using an external DN or extension.

NEW QUESTION # 78
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.)

A. incorrect email asset SMTP server address
B. incorrect email asset SMTP server username
C. incorrect email asset SMTP server security method
D. incorrect email asset SMTP server port
E. email asset not registered to Webex Engage

Answer: C,D

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 # 79
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