500-052 Exam Dumps - Deploying Cisco Unified Contact Center Express

The correct answer is C. Only agent phones that are used with the Cisco Finesse agent desktop must be associated to the RmCm application user account. The RmCm application user account is a special user account that is created by Cisco Unified Contact Center Express (UCCX) during the initial setup and is used to control and monitor the agent phones through the Computer Telephony Integration (CTI) interface. The RmCm application user account must have the Standard CTI Enabled and Standard CTI Allow Control of Phones supporting Connected Xfer and conf user roles, and must have the agent phones associated as controlled devices. This allows the UCCX to perform actions such as logging in and out agents, changing agent states, making and receiving calls, transferring and conferencing calls, and sending and receiving enterprise data1.

The other options are not correct because:

• A. All phones must be associated to the RmCm application user account. This is false because not all phones need to be controlled and monitored by UCCX. Only the phones that are used by the agents who log in to the Cisco Finesse agent desktop need to be associated to the RmCm application user account. Other phones, such as supervisor phones, IVR phones, or non-UCCX phones, do not need to be associated to the RmCm application user account2.
• B. None, because that user account is not used for phone association. This is false because the RmCm application user account is used for phone association. The RmCm applicationuser account is the user account that UCCX uses to communicate with the Cisco Unified Communications Manager (CUCM) and control the agent phones. Without phone association, the RmCm application user account cannot perform the CTI functions that are required for the UCCX features1.
• D. Only Cisco Finesse IPPA phones must be associated to the RmCm application user account. This is false because Cisco Finesse IPPA phones are not supported by UCCX. Cisco Finesse IPPA is a feature that allows agents to use the Cisco IP Phone Agent (IPPA) service to log in to the Cisco Finesse server and access the Cisco Finesse agent desktop features. However, this feature is only available for Cisco Unified Contact Center Enterprise (UCCE), not for UCCX. UCCX agents can only use the Cisco Finesse agent desktop web interface or the Cisco Agent Desktop (CAD) application to log in and access the UCCX features3.

References: 1: Cisco Unified Contact Center Express Administration Guide, Release 12.5(1) - Cisco Applications Configuration [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 3: Cisco Finesse Installation and Upgrade Guide, Release 12.5(1) - Cisco Finesse IPPA [Cisco Finesse] - Cisco

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

The Cisco Unified Real-Time Monitoring Tool (RTMT) is a software application that allows you to monitor and troubleshoot Cisco Unified CCX system components in real-time. The RTMT enables you to do the following tasks:

• Plot and view performance data. You can use RTMT to collect and display performance counters that measure the current system status and performance. You can view the data in graphical or tabular format, and set thresholds and alerts for the counters12
• Download log files from Cisco Unified CCX nodes. You can use RTMT to collect and view the trace and log files that are generated by the Cisco Unified CCX components. You can also configure the trace and log settings, such as the file size and rollover conditions12
• Check the number of active calls in the Cisco Unified CCX system. You can use RTMT to monitor the current call statistics, such as the number of active calls, the number of queued calls, the number of handled calls, and the average talk time. You can also view the call distribution and the agent state summary12

The RTMT does not enable you to do the following tasks:

• Monitor the replication status of historical data store. The historical data store (HDS) is a database that stores the historical reports and statistics for Cisco Unified CCX. The replication status of the HDS can be monitored by using the Data Monitor tool in the Cisco Unified CCX Serviceability web interface3
• Monitor the Cisco Unified CCX CTI port status and take corrective action. The CTI ports are the logical connections that allow Cisco Unified CCX to communicate with the Cisco Unified Communications Manager (CUCM) and control the incoming and outgoing calls. The CTI port status can be monitored by using the Cisco Unified CCX Control Center tool in the Cisco Unified CCX Serviceability web interface4
• Monitor the WAN link status. The WAN link status is the network connectivity between the Cisco Unified CCX nodes and other network devices. The WAN link status can be monitored by using the Cisco Unified Serviceability web interface or the Cisco Unified OS Administration web interface5

References: 1: Cisco Unified Real-Time Monitoring Tool Administration Guide, Release 10.0(1) - Getting Started [Cisco Unified Communications Manager IM & Presence Service] - Cisco 1 2: Installing and Configuring the Real-Time Monitoring Tool (RTMT) - Cisco Support 2 3: Cisco Unified Contact Center Express Data Monitor Guide, Release 10.0(1) - Data Monitor Overview [Cisco Unified Contact Center Express] - Cisco 3 4: Cisco Unified Contact Center Express Serviceability Administration Guide, Release 10.0(1) - Cisco Unified CCX Control Center [Cisco Unified Contact Center Express] - Cisco 4 5: Cisco Unified Serviceability Administration Guide, Release 10.0(1) - Cisco Unified Serviceability Overview [Cisco Unified Communications Manager (CallManager)] - Cisco 5 : Cisco Unified Operating System Administration Guide for Cisco Unified Communications Manager, Release 10.0(1) - Network [Cisco Unified Communications Manager (CallManager)] - Cisco

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

The three features that are included in Cisco Unified Contact Center Express Supervisor Desktop are graphical reports, dockable windows, and URL push to agents. The graphical reports feature allows supervisors to view real-time and historical reports on agent and team performance, such as service level, average handle time, and agent state. The dockable windows feature allows supervisors to customize their desktop layout by docking or undocking the gadgets, such as the team data, agent data, and chat gadgets. The URL push to agents feature allows supervisors to send a web page URL to one or more agents, which will automatically open in the agent’s browser. The other features listed are not included in the Cisco Unified Contact Center Express Supervisor Desktop. The access to chat logs feature is available in the Cisco Finesse Agent and Supervisor Desktop, which is a web-based alternative to the Cisco Unified Contact Center Express Supervisor Desktop. The send an email to an agent feature is not supported by any Cisco Unified Contact Center Express desktop application, but it can be achieved by using an external email client. The send a call in queue to a specific agent feature is not supported by any Cisco Unified Contact Center Express desktop application, but it can be achieved by using the Cisco Unified Intelligence Center to monitor the queue and the Cisco Finesse Desktop to transfer the call. References := Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 > Module 4: Implementing Cisco Unified Contact Center Express Agent Supervision > Lesson 1: Implementing Cisco Unified CCX Supervisor Desktop > Topic 1.1: Cisco Unified CCX Supervisor Desktop Overview1