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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions (Q81-Q86):

NEW QUESTION # 81
The agents in your team accept voice, email, and chat interactions, but a few agents cannot focus on multiple interactions. Which multimedia profile type must be configured for agents to focus only on one contact?

Answer: A

Explanation:
The Exclusive multimedia profile allows an agent to handle only one interaction at a time across supported channels. This ensures agents who accept voice, email, and chat can focus on a single contact without receiving additional concurrent interactions.


NEW QUESTION # 82
Which statement describes the PSTN media and signaling requirements for calls arriving at Webex Contact Center?

Answer: D

Explanation:
For PSTN calls arriving at Webex Contact Center, the safe media statement is that the supported voice codecs are G.711 mu-law and G.711 A-law. Cisco's Webex Contact Center telephony material emphasizes PSTN and Local Gateway interoperability through standard SIP media, and the exam objective expects knowledge of codec compatibility at the service edge. Opus is widely used in WebRTC and collaboration media contexts, but it is not natively supported for PSTN ingress into Webex Contact Center without appropriate interworking or transcoding in the overall design. SIP early media support also must not be assumed as fully supported in every Webex Contact Center call path. DTMF handling is important, but the option saying it can use out-of- band is not the most accurate description of the PSTN media requirement in this question. The codec restriction is the definitive media requirement and is why option B is correct. Reference: Cisco Help, Set up voice channels for Webex Contact Center; Webex Contact Center architecture and telephony documentation.


NEW QUESTION # 83
As per the policy, the business requires explicit permission from the caller before any interaction can be recorded in the contact center. To manage this, the flow includes a Menu IVR activity that presents recording consent options to the caller. The caller's choice is logged and then passed as input to the Recording Control activity element of the flow.
Which two statements are true based on the functionality and rules of the Recording Control activity? (Choose two.)

Answer: A,E

Explanation:
Cisco's Recording Control activity gives caller consent precedence over tenant, queue, and recording schedule settings. In the documented precedence order, if user consent is set to Yes in the flow, the call is recorded regardless of the recording configuration at those other levels. If the user does not consent, the call is not recorded, also regardless of those other settings. If the Recording Control activity is not configured in the flow, the system falls back to the normal recording hierarchy: if any applicable tenant, queue, or schedule configuration is Yes, the call is recorded; if all are No, it is not. That is why option B is true and option C is false. Option D is also true because removing the flow activity returns control to queue-level or other configured recording policy. Option E is false because explicit Yes consent in the flow takes precedence over a recording schedule set to No. Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Build and manage flows with Flow Designer.


NEW QUESTION # 84
An administrator needs to authenticate users to Webex services using the company's existing identity provider. Which technology enables this integration?

Answer: C

Explanation:
SAML SSO allows organizations to integrate Webex authentication with enterprise identity providers such as Azure AD or Okta. Users can authenticate using existing corporate credentials.
SNMP, CAPF, and TFTP are unrelated to federated identity and single sign-on authentication workflows.


NEW QUESTION # 85
A customer wants supervisors to silently monitor agents without participants hearing monitoring tones. Which feature should be implemented?

Answer: D

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 # 86
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