Cisco 500-052 Online Access

The trace configuration interface is used to configure debug parameters for log files in Cisco Unified Contact Center Express (UCCX). This interface allows the administrator to set the trace level, trace output, and trace file size for different UCCX components and services. The trace configuration interface can be accessed from the UCCX Serviceability web page by selectingTrace > Configuration from the menu. The trace configuration interface also provides the option to view the current trace settings and download the trace files for troubleshooting purposes. References: Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1) SU3 - Cisco Unified CCX Serviceability, Use CLI to Collect Unified Contact Center Express Logs - Cisco

 Cisco Unified CCX Standard license includes the database steps library, which allows the script to access and manipulate data from external databases using SQL queries. The database steps library can be used to create, update, delete, or query records from any JDBC-compliant database, such as Microsoft SQL Server, Oracle, or MySQL. The database steps library can also be used to store session data, such as caller input or agent information, in a database table for later retrieval or reporting. The database steps library is useful for creating dynamic and personalized applications that can interact with external data sources.

The other options are incorrect because they are not included in the Cisco Unified CCX Standard license. The ICM steps library is only available with the Cisco Unified CCX Premium license, and it allows the script to integrate with the Cisco Unified Intelligent Contact Management (ICM) system for routing and reporting purposes. The email steps library is also only available with the Cisco Unified CCX Premium license, and it allows the script to send and receive email messages from customers or agents. The document steps library is available with the Cisco Unified CCX Enhanced or Premium licenses, and it allows the script to read and write documents from the local file system or a remote server using FTP or HTTP protocols. The document steps library can be used to store or retrieve data in XML, CSV, or plain text formats. References := Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) SU3, Chapter 2: Unified CCX Editor Step Reference, Database Steps, page 2-15.

 Cisco Unified Contact Center Express does not support an embedded Internet browser within the Cisco Agent Desktop. The Cisco Agent Desktop is a legacy desktop application that provides call control and agent state management for Unified CCX agents. The Cisco Agent Desktop does not have an embedded Internet browser, but it can launch an external browser to display web pages or applications. However, the Cisco Agent Desktop is deprecated and replaced by the Cisco Finesse desktop, which is a web-based agent and supervisor desktop that supports an embedded Internet browser. The CiscoFinesse desktop is available for all Unified CCX platform sets, including Standard, Enhanced, and Premium. For more information on the differences between the Cisco Agent Desktop and the Cisco Finesse desktop, see the Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1), Chapter: Cisco Unified CCX Desktop Options, Section: Cisco Agent Desktop and Cisco Finesse Desktop Comparison. References:

• Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1)
• Cisco 500-052 Free Practice Exam & Test Training - ITExams.com

 The importing of contacts into a Cisco Unified Contact Center Express campaign has the following characteristics:

• Phone1 is the only mandatory field. The Phone1 field contains the primary phone number of the contact. The other fields are optional and can be used to store additional information about the contact, such as first name, last name, account number, etc1, page 4-16.
• Up to three custom fields can be added. The custom fields can be used to store any additional data that is not available in the predefined fields. The custom fields can be named and mapped to the corresponding columns in the CSV file1, page 4-17.
• Imports can be automatically executed on a weekly basis. The import schedule can be configured to run the import process at a specified time and frequency. The import frequency can be daily, weekly, or monthly1, page 4-18.

The following statements are incorrect:

• List filtering for “Do Not Call” is unsupported. The list filtering feature allows the administrator to filter out contacts that match certain criteria, such as phone numbers that are on the “Do Not Call” list, duplicate records, or invalid numbers. The list filtering can be enabled or disabled for each campaign1, page 4-19.
• When records have matching phone numbers, only one record is created. The duplicate handling feature allows the administrator to specify how to handle contacts that have the same phone number as an existing contact in the database. The administrator can choose to overwrite the existing contact, skip the new contact, or create a new contact with a different ID1, page 4-20. References: Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0 (1)