500-444 Exam Dumps - Cisco Contact Center Enterprise Implementation and Troubleshooting

When deploying Direct Attached Storage (DAS) only systems, it is important to remember that failure of a VM brings down all the components that are installed on the VM. This is because DAS is a type of storage that is connected directly to the computer accessing it, such as a PC or server, as opposed to storage that is accessed over a network, such as network-attached storage (NAS) or storage area network (SAN). DAS provides fast and low-latency access to the data, but it also limits the scalability and availability of the system. If a VM fails, the data stored on the DAS attached to that VM becomes inaccessible to other VMs or applications. Therefore, it is essential to have a backup and recovery strategy for the data on the DAS, as well as a high availability design for the VMs123. References: Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 12.6 (1)1, Direct-Attached Storage (DAS): What is it?4, Share an Azure managed disk across VMs2.

The service that must be restarted after modifying the Java Keystore on the CVP servers is the Cisco CVP WebServicesManager. The Cisco CVP WebServicesManager is a service that provides web services for the CVP components, such as the Operations Console, the Reporting Server, and the Call Server. The Java Keystore is a file that stores the certificates and keys for secure communication between the CVP components and other systems. If the Java Keystore is modified, the Cisco CVP WebServicesManager service must be restarted to apply the changes and ensure the proper functioning of the web services12.

References:

• Configure Secure Java Management Extensions (JMX) Communication on CVP3
• User Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio Release 11.5 (1) - Rest_Client Integration2

Security certificates are used to ensure that browser communication is secure by authenticating clients and servers on the web. There are two ways to deploy security certificates in CCE: Certificate Authority (CA) signed certificates and self-signed certificates1.

• CA signed certificates are certificates that are issued by a trusted third-party entity, such as VeriSign or Thawte, that validates the identity of the certificate owner. CA signed certificates are more secure and reliable than self-signed certificates, but they also require more time and money to obtain and maintain2.
• Self-signed certificates are certificates that are generated and signed by the certificate owner, without involving any third-party entity. Self-signed certificates are easier and cheaper to create and deploy, but they are less secure and trustworthy than CA signed certificates, as they can be easily forged or tampered with2.

CCE supports both CA signed certificates and self-signed certificates for securing the communication between different components, such as AW, CVP, Finesse, ECE, etc. However, some components may require additional steps or configurations to use CA signed certificates, such as importing the CA certificate into the AW machines, changing the Java truststore password, or binding the CA signed certificate in the Diagnostic Portico123.

The other options are not valid ways to deploy security certificates in CCE:

• Security Authority (SA) is not a term related to security certificates, but rather a role that is assigned to a user or a group in CCE to grant them access to certain security features, such as encryption, auditing, or IPsec1.
• 3rd party signed certificates are not a distinct category of security certificates, but rather a synonym for CA signed certificates, as they both involve a third-party entity that signs the certificates2.
• Digitally signed certificates are not a specific type of security certificates, but rather a general characteristic of all security certificates, as they all use digital signatures to verify the authenticity and integrity of the certificate data2.

References:

1: Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Certificate Management for Secured Connections 2: Packaged CCE Migration Guide, Release 12.0 - Manage Security Certificates 4: Computer forensics certifications - Infosec Resources 3: Implement CA Signed Certificates in a CCE Solution - Cisco

The CLI command that manages the Java Keystore Certificate in Windows CCE servers is keytool. Keytool is a utility that is included in the Java Runtime Environment (JRE) and allows you to create, import, export, list, and delete certificates, keys, and keystores. A keystore is a repository of security certificates that can be used for SSL/TLS communication. The Java Keystore Certificate is the default keystore that is used by the Java applications running on the Windows CCE servers, such as the Web Setup tool, the Diagnostic Framework Portico, and the Unified Intelligence Center12. To use keytool, you need to open a command prompt window and navigate to the JRE bin directory, which is typically located at C:\Program Files\Java\jre\bin. Then, you can use the keytool command with various options and parameters to perform the desired operations on the Java Keystore Certificate34. References: Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2)1, Implement CA Signed Certificates in a CCE 12.6 Solution2, SSL Certificate Installation - Java Based Web Servers - DigiCert3, Keytool - Oracle Help Center4.

n Contact Center Enterprise with Cisco Unified Customer Voice Portal (CVP) and Cisco Unified Border Element (CUBE) deployment, CUBE must be configured as media pass flow-through mode. This means that CUBE will terminate and reoriginate both the signaling and media streams for each call leg. This allows CUBE to perform media manipulation, such as transcoding, transrating, DTMF interworking, and media forking. Media pass flow-through mode is required for CUBE to support advanced features for contact center, such as courtesy call back, contact center survivability, and encrypted (SRTP) trunks. Media pass flow-around mode, where CUBE only terminates and reoriginate the signaling stream and lets the media stream bypass CUBE, is not supported for contact center solutions. A voice gateway must not be dedicated for VXML browser sessions, as CUBE can coexist with VXML gateway on the same platform. Box-to-box CUBE can be used for redundancy, but it is not a mandatory configuration for contact center solutions123. References:

• Cisco Unified Border Element Configuration Guide - Cisco IOS XE 17.6 Onwards - Advanced Features for Cisco Contact Center2
• Cisco Unified Border Element (Enterprise) Fundamentals and Basic Setup4
• Cisco Unified Border Element for Contact Center Solutions5

= A call is assigned to a call type in the PCCE system when a call-routing script hits the first Queue to Skill Group node. This is because the call type is determined by the script that is associated with the dialed number of the call. The script is selected based on the routing client and the dialed number. The first Queue to Skill Group node in the script marks the point where the call type is assigned to the call. The call type is used for reporting and categorizing the call. The other options are not correct because they do not affect the call type assignment. The call type is not changed when the call terminates, when the call is post-routed from CVP, or when the call is routed to an agent. References :=

• Call Types, Contact Data, and Scripting1
• Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0 (1) - Call Types, Contact Data, and Scripting2
• Cisco Packaged Contact Center Enterprise Features Guide, Release 12.5 (1) - Call Type3

The Single Pane of Glass (SPOG) is the web-based administrative interface that should be deployed to provide a unified and simplified view of the Unified CCE system, even though Unified CCE provides Configuration Manager as the legacy User Interface for administrators1. The SPOG is also known as the CCE Web Administration or the Unified CCE Administration console, and it allows administrators to configure and manage various Unified CCE features and settings, such as agents, attributes, precision queues, bucket intervals, media routing domains, license, bulk jobs, deployment type, system information, single sign-on, context service, and contact center AI23.

The other options are incorrect because:

• A: WebSetup is not a web-based administrative interface, but rather a tool that is used to install and configure the web setup components, such as the web setup database, the web setup service, and the web setup client, on the Unified CCE servers. WebSetup is used to perform initial configuration tasks, such as setting the deployment type, the instance name, the security mode, the license server, and the LDAP directory4.
• B: Contact Centre Management Portal (CCMP) is not a web-based administrative interface for Unified CCE, but rather a separate product that provides a web-based interface for managing Cisco Unified Contact Center Express (UCCX) and Cisco Unified IP Interactive Voice Response (IP IVR) systems. CCMP allows administrators to perform tasks such as creating and modifying scripts, applications, triggers, teams, skills, and CSQs, as well as monitoring and reporting on the system performance and agent activity5.
• C: LDAP Plugin is not a web-based administrative interface, but rather a component that enables Unified CCE to integrate with an external LDAP directory, such as Microsoft Active Directory, for user authentication and authorization. LDAP Plugin allows Unified CCE to synchronize user data from the LDAP directory and assign roles and permissions to the users based on their LDAP group membership2.

References:

1: UCCE 10.5 Web Admin Interface - Cisco Community 2: Administration Guide for Cisco Unified Contact Center Enterprise, Release 12.6 (1) - Web Based CCE Administration [Cisco Unified Contact Center Enterprise] - Cisco 4: Web Setup Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Web Setup Overview [Cisco Unified Contact Center Enterprise] - Cisco 5: [Cisco Unified Contact Center Management Portal Data Sheet - Cisco] 3: Web Based CCE Administration - Cisco 6: Web Setup Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Web Setup Overview [Cisco Unified Contact Center Enterprise] - Cisco : Cisco Unified Contact Center Management Portal Data Sheet - Cisco

To build VXML applications, you need to use the Call Studio development platform. Call Studio is an Eclipse-based graphical tool that allows you to create, edit, debug, and test voice applications that run on the VXML Server. Call Studio provides a drag-and-drop interface to design the call flow logic, define the prompts and grammars, and configure the application settings. Call Studio also supports custom elements, Java code, and web services integration to extend the functionality of the voice applications12. References: Cisco Unified Customer Voice Portal Getting Started Guide, Release 12.5(1)1, Cisco Unified Customer Voice Portal Developer Guide, Release 12.5(1)2.