Free Implementing Cisco Collaboration Cloud Customer Experience Practice Questions

Sample Practice Questions

Try these 10 sample questions from the Implementing Cisco Collaboration Cloud Customer Experience practice bank. Each includes the answer and explanation. Continue with the interactive practice above to review the full question set.

1. 1A Webex Contact Center deployment must retain its existing on-premises PSTN carrier. Which telephony architecture provides that connection to Webex Calling?

   1. A. Cloud Connected PSTN through a certified provider
   2. B. Local Gateway through the customer's SBC
   3. C. Cisco Calling Plan through Cisco's PSTN service
   4. D. Webex Contact Center PSTN through Cisco's bundle

   Answer: B

   Explanation: Cisco links Local Gateway to the "current on-premises PSTN carrier". The customer SBC connects the existing carrier environment to Webex Calling. The three cloud PSTN offerings instead obtain PSTN connectivity through their respective cloud provider arrangements.

   Reference: Set up voice channels for Webex Contact Center — Webex Calling Local Gateway (LGWY)

2. 2A premises API accepts requests from a Webex Contact Center HTTP activity only when its firewall recognizes the cloud caller. Which addresses should the firewall allow as request sources?

   1. A. The agent workstation's private addresses
   2. B. The tenant data center's published outbound source IP addresses
   3. C. The current DNS addresses of the Agent Desktop website
   4. D. The PSTN provider's SIP signaling addresses

   Answer: B

   Explanation: Cisco publishes "source IP addresses" for calls leaving contact-center data centers through NAT gateways, including HTTP activities calling premises services. Agent addresses, destination website addresses and PSTN signaling peers are not the source of these cloud-originated API requests.

   Reference: Set up security for Webex Contact Center — Source IP Addresses for Webex Contact Center — purpose and NAT scope

3. 3Before setting up digital channels, which Webex Connect node groups must be authorized for communication with Contact Center and Engage?

   1. A. Webex CC Task nodes only
   2. B. Webex CC Engage nodes only
   3. C. Both Webex CC Task and Webex CC Engage nodes
   4. D. Neither group when the flow is already published

   Answer: C

   Explanation: Both node groups must be in the "Authorized" state. Authorizing only one leaves the other application's integration incomplete. Publishing flow logic does not supply the required cross-application node authorization.

   Reference: Set up digital channels in Webex Contact Center — Set up digital channels — step 2, node authorization

4. 4A courtesy callback must preserve the caller's current queue position, skills and priority. Which Callback queue selection meets that requirement?

   1. A. A different queue with the same display name
   2. B. A different queue with its default contact priority
   3. C. The original queue in which the contact is already parked
   4. D. Any queue if the same callback number is entered

   Answer: C

   Explanation: The original-queue case "maintains its position, skills" as well as priority and context. Moving the callback to a different queue puts it at that queue's end with no skills and default priority. Matching a display name or callback number does not preserve the original queue state.

   Reference: Understand Routing and Queueing in Webex Contact Center — Callback Activities — Callback, original versus different queue

5. 5With Cloud Connected PSTN, what is the inbound call path to Webex Contact Center?

   1. A. PSTN provider → Agent Desktop → Webex Contact Center
   2. B. PSTN provider → customer Local Gateway → Webex Contact Center
   3. C. PSTN provider → Webex Contact Center → Webex Calling
   4. D. PSTN provider → Webex Calling → Webex Contact Center

   Answer: D

   Explanation: The documented path has calls arrive "via Cloud Connected PSTN into Webex Calling" before delivery to Webex Contact Center. A customer Local Gateway belongs to the premises-based connectivity model; Agent Desktop is not the PSTN ingress point, and reversing Calling and Contact Center reverses the documented ingress sequence.

   Reference: Set up voice channels for Webex Contact Center — Webex Calling Cloud Connected PSTN (Cloud Connect, CCP, or CCCP)

6. 6Why should the published Webex Contact Center outbound source-IP list not be treated as a fixed list of destination IPs for inbound requests to the service?

   1. A. Inbound requests go through load balancers whose IP addresses are dynamic.
   2. B. Inbound requests always use the same public IP as the originating agent.
   3. C. The source-IP list is a list of private agent workstation addresses.
   4. D. The source-IP list is used only for PSTN RTP and contains no API addresses.

   Answer: A

   Explanation: For inbound requests, Cisco explains that "IP addresses are dynamic" behind load balancers and does not provide this source list as a destination list. The addresses represent cloud NAT egress, not agent private addressing or a PSTN-only allocation.

   Reference: Set up security for Webex Contact Center — Source IP Addresses for Webex Contact Center — source versus destination addresses

7. 7Under the current digital-channel setup process, where should an administrator create the Email channel asset?

   1. A. Control Hub
   2. B. Webex Connect
   3. C. Webex Engage Customer Care console
   4. D. Agent Desktop

   Answer: A

   Explanation: The current process creates the "email asset in Control Hub". Email is distinguished from SMS, Livechat and social assets created in Webex Connect. The customer-care console and Agent Desktop handle conversations rather than create this Email asset.

   Reference: Set up digital channels in Webex Contact Center — Set up digital channels — step 4, channel assets

8. 8An IVR flow schedules a callback for a future time. When that scheduled callback is triggered, which flow is used for the newly created interaction?

   1. A. The standard flow linked to the Callback Default Entry Point
   2. B. The original flow resumed after its Schedule Callback activity
   3. C. The original flow restarted at its beginning for the new interaction
   4. D. The original flow entered through its CallbackFailed event handler

   Answer: A

   Explanation: A scheduled callback creates a new interaction using the flow linked to the "Callback Default Entry Point". It neither resumes nor restarts the original flow merely because that flow scheduled the callback. CallbackFailed handles an unsuccessful callback attempt when configured, rather than choosing the initial scheduled-interaction flow.

   Reference: Understand Routing and Queueing in Webex Contact Center — Callback Activities — Schedule Callback, triggered interaction

9. 9Which authentication mechanism characterizes a registration-based Local Gateway trunk?

   1. A. Digest authentication using a shared username and password
   2. B. Client-certificate authentication using the gateway FQDN
   3. C. OAuth authorization using the agent's desktop access token
   4. D. SAML authentication using the tenant administrator's session

   Answer: A

   Explanation: The registration-based model uses a "shared username and password" for digest authentication of registration and calls. Certificate and FQDN verification describe the other trunk model; agent OAuth and administrator SAML sessions do not authenticate this SIP trunk.

   Reference: Get started with Local Gateway — Local Gateway trunking models — Table 2, Authentication model

10. 10A Webex Calling connection used by contact-center agents must be assessed for packet loss and jitter in both directions. Which CScan test provides those additional measurements?

    1. A. Basic Test
    2. B. Reverse traceroute report only
    3. C. Concurrent call estimate only
    4. D. Advanced Diagnostic Test

    Answer: D

    Explanation: The Advanced Diagnostic Test adds "Packet loss" and jitter measurements to the Basic Test results. The Basic Test reports bandwidth, latency, traceroute and selected TCP ports; a traceroute or call estimate alone does not supply the requested pair of bidirectional media measurements.

    Reference: Use CScan to test Webex Calling network quality — CScan report information — Advanced diagnostic test