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What should a Call Type be mapped to for successful call routing?
Which device access is needed to manage agent phones for UCCE/PCCE?
See the explanation below.
Which two components exchange data between Expanded Call Context Variables? (Choose two.)
Which two call transfers are supported in PCCE Deployments? (Choose two.)
See the explanation below.
C CCE Managed Transfer is supported in PCCE Deployments, as it allows the agent to transfer a call to another agent or skill group within the same PCCE system using the Finesse desktop. E SIP Refer is supported in PCCE Deployments, as it allows the agent to transfer a call to an external destination using the SIP Refer method. Reference = [Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1)], page 43; [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 101
What is the role of CVP in UCCE/PCCE?
See the explanation below.
The role of CVP in UCCE/PCCE is queuing and self-service IVR, as it provides voice response applications that can interact with callers, collect information, and queue calls for treatment by agents or other destinations. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 9
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