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NEW QUESTION # 23
A customer integrates Salesforce with Webex Contact Center. Screen pop functionality fails intermittently during inbound calls. Which issue is MOST likely responsible?
- A. Browser pop-up restrictions
- B. Codec mismatch between trunks
- C. Missing SRTP encryption
- D. SIP OPTIONS timeout
Answer: A
Explanation:
Screen pop integrations frequently rely on browser-based events or new windows. Modern browsers often block automatic pop-ups unless explicitly permitted. Intermittent failures commonly result from inconsistent browser security behavior or user permissions. SIP signaling, codec selection, and SRTP do not directly control CRM screen pop operations.
NEW QUESTION # 24
Which API scope is required for a REST PUT request to /organization/{orgid}/v2/contact-service- queue/{id}?
- A. cjds:admin_org_write
- B. cjp:user
- C. cjds:admin_org_read
- D. cjp:config_read
Answer: A
Explanation:
A REST PUT request modifies an organization-level Contact Service Queue resource, so it requires the organization administration write scope. This scope grants permission to update configuration objects for the organization.
NEW QUESTION # 25
Which authentication and authorization specification is required for using Webex Contact Center APIs?
- A. Mutual TLS
- B. Auth 2.0
- C. HTTP authentication
- D. API key authentication
Answer: B
Explanation:
Webex Contact Center APIs use OAuth 2.0 for authentication and authorization, allowing applications to securely request access tokens and make authorized API calls.
NEW QUESTION # 26
Refer to the exhibit.
A flow designer created a simple flow to play a message and disconnect the caller. Callers report that they cannot hear any message and the call drops .
Why is the designer having this issue?
- A. The audio file is missing.
- B. There is a codec mismatch.
- C. Cisco Cloud Text to Speech engine is unavailable.
- D. There is no or invalid Text-to-Speech Message.
Answer: D
Explanation:
In Flow Designer, a Play Message activity must have a valid prompt source. Cisco documents that Flow Designer can play prerecorded audio files or text-to-speech prompts and that TTS content must be configured correctly for Cisco Cloud Text-to-Speech. The exhibit indicates a simple flow that should play a message and then disconnect. If callers hear nothing and the call immediately drops, the most direct cause is that the message node has no valid TTS message configured or the TTS value is invalid. A codec mismatch would typically affect media negotiation more broadly, not only the absence of configured prompt text. A missing audio file would apply if the node used an audio file, but the answer choice points to TTS configuration.
Cisco Cloud Text-to-Speech being unavailable would be a service-side outage, which is less consistent with a designer-created flow issue. The local misconfiguration is the invalid or missing TTS message. Reference:
Cisco Help, Build and manage flows with Flow Designer; Text-to-Speech in Webex Contact Center.
NEW QUESTION # 27
A company wants to integrate its on-premises contact center with Webex Contact Center while minimizing PSTN costs. The engineer must ensure that agents can make and receive calls through the existing SIP trunk infrastructure. Which deployment option best meets this requirement?
- A. Local Gateway with Webex Calling
- B. Cloud Connected PSTN only
- C. Dedicated Instance without SIP trunks
- D. WebRTC desktop calling
Answer: A
Explanation:
A Local Gateway allows Webex Contact Center and Webex Calling to integrate with existing enterprise SIP trunk infrastructure. This design minimizes PSTN migration costs and preserves current telephony investments. Cloud Connected PSTN requires provider migration, while WebRTC does not directly integrate enterprise trunks. Dedicated Instance alone does not solve PSTN connectivity requirements.
NEW QUESTION # 28
A user requires these capabilities:
- Participate in telephone campaigns.
- Speak to an agent without the customer hearing.
What is the least privileged role that provides the required capabilities?
- A. Supervisor
- B. Premium Agent
- C. Administrator
- D. Standard Agent
Answer: A
Explanation:
The Supervisor role is the least privileged role that supports monitoring and coaching capabilities such as speaking to an agent without the customer hearing, while also allowing participation in telephone campaign-related contact center activities.
NEW QUESTION # 29
Customer XYZ has deployed Bring your own PSTN option to route calls to his Webex Contact Center environment. Callers calling in are reporting getting a reorder tone followed by a call drop.
Which action helps to identify the cause of the issue?
- A. Check the SIP trunk status on the customer's Session Border Controller.
- B. Review the Webex Contact Center Queues configuration.
- C. Verify that the Webex Contact Center channels are associated.
- D. Review the Webex Contact Center Analyzer that checks the call logs.
Answer: A
Explanation:
A reorder tone followed by call drop at call ingress is usually a telephony signaling or trunk acceptance symptom, not an Analyzer or queue-configuration symptom. In a Bring Your Own PSTN design, the customer's PSTN carrier and session border controller are responsible for delivering calls toward Webex Contact Center through the agreed voice path. Cisco's Webex Calling and Local Gateway documentation emphasizes trunk status, SIP connectivity, registration or certificate state, and SBC reachability as the first checks when calls fail before application routing. If the call cannot be successfully established across the customer's SBC or Local Gateway, Webex Contact Center will not have a usable interaction to queue, analyze, or route. Analyzer becomes useful after the platform has received enough call data to create records; it is not the first place to diagnose a reorder tone at ingress. Channel and queue association should still be reviewed later, but the symptom points first to SIP trunk status on the SBC. Reference: Cisco Help, Get started with Local Gateway; Configure trunks, route groups, and dial plans for Webex Calling.
NEW QUESTION # 30
During troubleshooting, an engineer observes high packet loss affecting Webex meetings. Which symptom is MOST likely experienced by users?
- A. One-way audio and choppy media
- B. Delayed voicemail synchronization
- C. Failed LDAP authentication
- D. Incorrect call detail records
Answer: A
Explanation:
Packet loss directly impacts real-time media streams, causing symptoms such as choppy audio, robotic voice quality, frozen video, or one-way audio. Collaboration applications are highly sensitive to packet loss because RTP traffic depends on continuous packet delivery with minimal retransmission opportunities.
NEW QUESTION # 31
Refer to the exhibit.
Agent X has a Skill Profile assigned and the Skill Profile has skills assigned according to their proficiency.
In which two places can you define call routing criteria for routing calls to this agent? (Choose two.)
- A. Assign skills to the queue
- B. Assign skills in flow
- C. Allotted on Desktop Profile
- D. Allocated to Channels
- E. Assigned to Capacity-based Teams
Answer: A,B
Explanation:
Cisco documents two places where skill requirements can be applied for skill-based routing in Webex Contact Center: on the queue and in the flow. Assigning skills to a queue creates fixed skill criteria for contacts that enter that queue. Assigning skills in a flow lets the flow set or adjust the skill requirements dynamically each time the Queue Contact activity is used. The screenshot shows Agent X with a skill profile and skill proficiencies; those are agent-side attributes. Routing criteria must be defined on the contact-routing side so the platform knows which agent skill profile qualifies for the contact. Desktop profiles, channels, and generic capacity-based teams do not define the skill criteria used to match this agent. Capacity-based teams are typically used for destinations that are not individual Webex Contact Center agents. Therefore, the two valid configuration locations are the queue skill settings and the flow-based skill assignment. Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Create queues and configure routing patterns.
NEW QUESTION # 32
A Webex Contact Center manager wants to synchronize Webex App presence states with the Webex Contact Center Agent Desktop to improve agent efficiency. Also, the manager wants the Agent Desktop to automatically switch to the already configured the "WebexAppCall" Webex Contact Center idle state when an agent is engaged in a non-Webex Contact Center call on the Webex App. Which three actions must be taken to meet these requirements? (Choose three.)
- A. Map the "On a Call" Webex Availability State to the "WebexAppCall" Webex Contact Center Idle code under Desktop > Webex App configuration.
- B. Add the "WebexAppCall" Webex Contact Center Idle code to a desktop layout and assign it to the team that agents are part of.
- C. Enable "State Synchronization" under Collaboration > Webex App in the Desktop Profile that will be used by agents.
- D. Map the "Outgoing Call" Webex Availability State to the "WebexAppCall" Webex Contact Center Idle code under Desktop > Webex App configuration.
- E. Enable "Webex App Integration" under Desktop > Webex App configuration.
- F. Enable "State Synchronization" under Desktop > Webex App configuration.
Answer: A,E,F
Explanation:
To synchronize Webex App presence with Agent Desktop, Webex App Integration and State Synchronization must be enabled in the Desktop > Webex App configuration. To place agents into the configured Webex Contact Center idle state during a non-contact-center Webex App call, the Webex availability state "On a Call" must be mapped to the "WebexAppCall" idle code.
NEW QUESTION # 33
An administrator notices that agents receive chat requests even though their status is set to Away vailable for voice only.?Which configuration is MOST likely causing the issue?
- A. Team capacity settings
- B. Desktop browser cache
- C. Multimedia profile channel permissions
- D. PSTN region assignment
Answer: C
Explanation:
Multimedia profiles define which communication channels agents can handle, including voice, chat, email, and social messaging. If chat requests are still delivered, the multimedia profile likely permits chat interactions despite the agent's intended voice-only availability. Team settings do not override multimedia channel permissions directly.
NEW QUESTION # 34
Refer to the exhibit. A Webex Contact Center engineer is deploying a chat digital channel widget for Companyabc. After the chat digital channel widget code is implemented in the company website, the chat digital channel widget does not load. While investigating Webex Contact Center, engineer sees this output in the web browser. What is causing this issue?
- A. firewall blocking connection to chat-widget.imi.chat domain
- B. companyabc.com domain missing in Webex Contact Center "Content security policy allowed list" configuration
- C. missing Webex Connect flow for chat digital channel
- D. incorrect website domain configured for Web Chat Asset
Answer: D
Explanation:
The Web Chat Asset is configured with a domain pattern that does not match the website domain shown in the browser request. Because the widget validates the requesting website against the configured asset domain, the chat widget fails to load when the domain is incorrect.
NEW QUESTION # 35
An administrator must set up a way to authenticate users via SMS using a randomly generated passcode.
Which two nodes in Webex Connect are needed to implement this authentication? (Choose two.)
- A. Generate OTP node
- B. Data Parser node
- C. Evaluate node
- D. SMS node
- E. Profile node
Answer: A,D
Explanation:
SMS-based one-time passcode authentication requires generating the passcode and sending it to the user over SMS. Webex Connect includes a Generate OTP node for creating the random passcode and an SMS node for delivering the generated value to the customer's mobile number. Those two nodes form the minimum authentication workflow. A Profile node can retrieve or update customer profile information but does not generate or deliver the passcode. A Data Parser node can parse structured responses, which is useful after API calls, but it is not required to create and transmit an OTP. An Evaluate node can compare the customer's submitted passcode to the stored/generated value later in the flow, but the question asks which two nodes are needed to implement authentication via SMS using a randomly generated passcode. The foundational nodes are Generate OTP and SMS. Reference: Webex Connect Help, Generate OTP node; SMS Node; Webex Connect flow builder documentation.
NEW QUESTION # 36
A Webex Contact Center engineer is configuring a new email digital channel flow in Webex Connect flow builder.
Which node must the engineer use to ensure that emails are routed to Webex Contact Center for contact distribution?
- A. Add Participant node
- B. Create Conversation node
- C. Queue Task node
- D. Screen Pop node
Answer: C
Explanation:
The Queue Task node is the Webex Connect node that routes a digital interaction to Webex Contact Center for distribution. Cisco's Webex Connect documentation states that Queue Task calls the Webex CC Queue Task API to queue the contact at Webex Contact Center. In an email digital-channel flow, the channel receives or creates the conversation in Webex Connect, but a live-agent handoff requires creating or queueing a task so Webex Contact Center can apply routing, queue selection, skills, and agent assignment. A Screen Pop node provides information to an agent desktop after routing has occurred; it does not queue the email.
Create Conversation creates the conversation object but does not distribute the work to a contact center agent.
Add Participant is used to add a participant to a conversation, not to place the email interaction into the contact center routing engine. Therefore, Queue Task is the required node for contact distribution. Reference:
Webex Connect Help, Queue Task - WXCC; Webex CC Task Integration Nodes and Node Authorizations.
NEW QUESTION # 37
An administrator must set up a way to authenticate users via SMS using a randomly generated passcode. Which two nodes in Webex Connect are needed to implement this authentication?
(Choose two.)
- A. Generate OTP node
- B. Data Parser node
- C. Evaluate node
- D. SMS node
- E. Profile node
Answer: A,D
Explanation:
The Generate OTP node creates the random one-time passcode used for authentication. The SMS node sends that passcode to the user's mobile number so the user can verify their identity.
NEW QUESTION # 38
What are the two types of Local Gateway trunking models with Webex Calling? (Choose two.)
- A. certificate-based trunks
- B. DNS-based trunks
- C. enterprise trunks
- D. PSTN trunks
- E. registration-based trunks
Answer: A,E
Explanation:
Webex Calling Local Gateway supports certificate-based trunks and registration-based trunks.
These trunking models define how the Local Gateway authenticates and establishes SIP connectivity with Webex Calling.
NEW QUESTION # 39
A Webex Contact Center engineer is investigating an issue with outgoing email failures from a specific service in Webex Connect. The engineer wants to see all the failed transactions for last 7 days. Which two tools in Webex Connect provide the information needed to resolve the issue?
(Choose two.)
- A. Reports
- B. Templates
- C. Export Logs
- D. Watchtower
- E. Debug Console
Answer: C,E
Explanation:
Export Logs provides historical transaction-level data for the selected time range, including failed email transactions from the last 7 days. Debug Console helps inspect detailed execution information for the service, allowing the engineer to identify the failure reason and troubleshoot the outgoing email issue.
NEW QUESTION # 40
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