300-830

Question 1

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.)

1. Associate agents directly with the queue.
2. Assign call distribution groups to queues.
3. Assign skill profile directly to agents.
4. Associate skill criteria to the queues.
5. Assign skill criteria to the agent teams that are grouped into call distribution groups.

Question 2

An engineer is designing a Cisco Webex Contact Center call queue. Drag and drop the configuration actions from the left that are needed to meet the call queue requirements to the right. Not all options are used.

Question 3

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?

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

Question 4

What are the two types of Local Gateway trunking models with Webex Calling? (Choose two.)

1. certificate-based trunks
2. registration-based trunks
3. DNS-based trunks
4. PSTN trunks
5. enterprise trunks

Question 5

A Webex Contact Center Administrator is trying to configure team-based call distribution. The requirement is to handle Sales Queue calls before Accounting Queue calls.All Sales calls in the queue must be routed to agents before Accounting calls.If an older Accounting call is in the queue and a Sales call is received by the system, the Sales call must get priority.When no Sales call is in the queue, Accounting calls can be routed to agents.How can this be achieved within team configuration?

1. Configure queue ranking.
2. Configure capacity based queues.
3. Ask agents to ignore Accounting calls.
4. Select Skill Profile with Sales only Skill.