In the Cisco Unified Contact Center Enterprise solution, what is a dialed number associated with in
the ICM configuration database?

In the Cisco Unified Contact Center Enterprise Outbound Option, how are records to dial input into
the Campaign Manager tool?

The Cisco Unified ICM Call Tracer tool allows ICM script developers to simulate calls in routing
scripts for testing purposes.

Given this script and Call Tracer output, what can you conclude?

In the Cisco Unified Contact Center Enterprise solution, calls can be routed directly to agents.

In this script and agent-to-agent node, how is the agent selected?

The Cisco Unified Contact Center Enterprise can queue calls at different queue priorities.

In this sample script, at what priority will the call be queued?

The Cisco ICM platform provides routing and administrative scripts. What can administrative
scripts be used for?

In the Cisco Unified Contact Center Enterprise, using the CTI OS Desktop there is a standard
button for “Supervisor Assist,” which will find the team supervisor and bring them into the call.

Using the Agent Desk Settings above, how is the supervisor brought into the call?

In the Cisco Unified Contact Center Enterprise, using the CTI OS Desktop there is a standard
button for “Emergency Assist,” which will find the team supervisor and bring them into the call.

Using the Agent Desk Settings above, how is the supervisor brought into the call?

The Cisco Unified ICM call routing script can access an external database for routing or CTI data.
In this script, the DB Lookup node is used to access a CustDB to look up the customer by the
caller entered digits associated with the call.

What will this script do if the caller entered digits are invalid?

DRAG DROP
Drag the items from the left and drop them on their definitions on the right.