A great way to start the Unified Contact Center Enterprise Specialization requirement for Systems Engineers (CCEA) preparation is to begin by properly appreciating the role that syllabus and study guide play in the Cisco 500-442 certification exam. This study guide is an instrument to get you on the same page with Cisco and understand the nature of the Cisco Administering Contact Center Enterprise exam.
Our team of experts has composed this Cisco 500-442 exam preparation guide to provide the overview about Administering Cisco Contact Center Enterprise exam, study material, sample questions, practice exam and ways to interpret the exam objectives to help you assess your readiness for the Cisco CCEA exam by identifying prerequisite areas of knowledge. We recommend you to refer the simulation questions and practice test listed in this guide to determine what type of questions will be asked and the level of difficulty that could be tested in the Cisco Administering Contact Center Enterprise certification exam.
Cisco 500-442 Exam Overview:
|
Exam Name
|
Administering Cisco Contact Center Enterprise |
| Exam Number | 500-442 CCEA |
| Exam Price | $300 USD |
| Duration | 90 minutes |
| Number of Questions | 45-55 |
| Passing Score | Variable (750-850 / 1000 Approx.) |
| Recommended Training |
Understanding Cisco Contact Center Enterprise Foundations (CCEF) Administering Cisco Contact Center Enterprise (CCEA) |
| Exam Registration | PEARSON VUE |
| Sample Questions | Cisco 500-442 Sample Questions |
| Practice Exam | Unified Contact Center Enterprise Specialization requirement for Systems Engineers Practice Test |
Cisco 500-442 Exam Topics:
| Section | Weight | Objectives |
|---|---|---|
| Overview | 20% |
- Understand Contact Center basics
- Describe CCE components and architecture - Explain call flow - Describe access tools |
| Basic Calls and Agent settings | 20% |
- Deploy basic call settings
- Build basic ICM scripts - Configure basic agent functionality - Configure basic call treatment |
| Configuration and Implementation | 20% |
- Implement precision routing
- Configure agent teams and supervisors - Utilize Finesse administration tool |
| Advanced Configuration | 20% |
- Implement VXML applications
- Configure roles and departments - Configure RONA support |
| Advanced Features | 10% |
- Understand CCE features beyond default
|
| Reporting | 10% |
- Utilize CUIC
|
Cisco CCEA Exam Description:
This exam tests a candidate's knowledge of CCE Overview, Basic Calls and Agent settings, CCE Configuration and Implementation, Advance Configuration, Advance Features, and Reporting.