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Cisco 300-830 Exam Syllabus Topics:

Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. A Webex Contact Center environment uses only Webex Calling registered endpoints for agent connection and requires that unanswered customer calls are requeued to be handled by the next available agent. Any direct unanswered call to the agent must roll to their designated voicemail.
Which configuration meets this requirement?

A) Configure the Redirection on No Answer (RONA) timer to a duration shorter than the number of rings configured for the agent's voicemail.
B) Disable the voicemail setting that forwards unanswered calls to the agent's voicemail.
C) Adjust the contact center's RONA timer with a duration longer than the number of rings set for the agent's voicemail.
D) Configure two lines on agent endpoints to differentiate between contact center calls and direct calls.

2. A major corporation wants to migrate to Webex Contact Center but requires that the current PSTN carrier and enterprise PBX based agents be retained in its on-premises environment.
Which action must the engineer take to meet this requirement?

A) Work with their PSTN carrier to forward all contact center DIDs to Webex Calling to reach Webex Contact Center.
B) Configure an on-premises session border controller to act as a local gateway to route calls between on-premises environment and Webex Calling.
C) This requirement cannot be implemented using any configuration and would need them to order new PSTN services.
D) Port existing contact center DIDs to Cisco Calling Plan to enable Webex Calling to deliver calls to and from Webex Contact Center.

3. A Webex Contact Center agent can receive Chat and Voice channel interactions, however the agent is not able to receive Whatsapp or SMS interactions. What is missing from the agent configuration to enable the agent to receive those interactions?

A) The agent is missing the enhanced license.
B) The Agent Desktop layout prohibits Whatsapp and SMS.
C) The agent is not provisioned for Digital channels.
D) The agent is missing the premium license.

4. A customer using Webex Contact Center wants to transition from traditional agent-based routing to a skill-based routing model that uses skill criteria assigned to the queue functionality to enhance efficiency and customer satisfaction. Which two essential configuration actions must the administrator complete to successfully take this transition? (Choose two.)

A) Assign skill criteria to the agent teams that are grouped into call distribution groups.
B) Assign call distribution groups to queues.
C) Assign skill profile directly to agents.
D) Associate agents directly with the queue.
E) Associate skill criteria to the queues.

5. A deployment engineer must ensure that Webex Calling traffic receives priority treatment across the enterprise WAN. Which QoS approach is recommended?

A) Best-effort forwarding
B) NAT prioritization
C) Random Early Detection only
D) DSCP EF for voice media

Solutions: