Cisco 500-052 Dumps

The Cisco Unified CCX Installer automatically installs the IVR System Prompts and the Unified Communications Operating System on the Cisco Unified CCX server. The IVR System Prompts are the default voice prompts that are used by the Unified CCX applications, such as the Script Editor and the Cisco Unified CCX Editor. The Unified Communications Operating System is the platform software that provides the basic functionality and security for the Unified CCX server, such as the CLI, the web interface, the database, and the license management. The Cisco Supervisor Desktop, the Cisco Unified Communications Manager, and the Workforce Management are not installed by the Cisco Unified CCX Installer. The Cisco Supervisor Desktop is a separate application that can be installed on a client PC to monitor and manage the Unified CCX agents. The Cisco Unified Communications Manager is a separate server that provides call control and signaling for the Unified CCX system. The Workforce Management is an optional component that can be purchased and installed separately to provide scheduling and forecasting capabilities for the Unified CCX agents. References := Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5(1), Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 Course Outline

The invalid deployment option for Cisco Unified Contact Center Express is two Cisco Unified Contact Center Express clusters, each with two nodes, connected to the same Cisco Unified Cisco Unified Communications Manager cluster. This option is not supported because Cisco Unified Contact Center Express does not allow multiple clusters to share the same Cisco Unified Communications Manager cluster. Each Cisco Unified Contact Center Express cluster must have its own dedicated Cisco Unified Communications Manager cluster1.

The other options are valid deployment options for Cisco Unified Contact Center Express:

• A two-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager cluster. This option is supported and provides high availability and redundancy for both Cisco Unified Contact Center Express and Cisco Unified Communications Manager. A two-node Cisco Unified Contact Center Express cluster consists of a primaryand a secondary node that can synchronize data and take over the call processing in case of a failure2.
• A one-node Cisco Unified Contact Center Express cluster connected to two Cisco Unified Communications Manager clusters. This option is supported and provides redundancy for Cisco Unified Communications Manager. A one-node Cisco Unified Contact Center Express cluster consists of a single node that handles all the call processing and administration functions. A one-node Cisco Unified Contact Center Express cluster can connect to two Cisco Unified Communications Manager clusters using the Intercluster Lookup Service (ILS) feature3.
• A one-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager Express router. This option is supported and provides a cost-effective and simplified solution for small and medium-sized businesses. A one-node Cisco Unified Contact Center Express cluster can connect to a Cisco Unified Communications Manager Express router using the Skinny Client Control Protocol (SCCP) or the Session Initiation Protocol (SIP)4.

References: 1: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 4: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco

A Contact Service Queue (CSQ) is a logical grouping of agents that share similar skills and can handle similar types of contacts. A CSQ is defined by three main fields: the Resource Selection Criteria, the Service Level, and the Overflow CSQ. The Resource Selection Criteria determines how the system selects the most appropriate agent for each contact based on the agent’s competency level and availability. The Service Level defines the percentage of contacts that should be answered within a specified time threshold. The Overflow CSQ specifies another CSQ to which the contacts are redirected when the current CSQ reaches its maximum capacity or when the contacts wait in the queue for too long. These three fields are essential for defining a CSQ in Cisco Unified Contact Center Express Enhanced. The other fields, such as Agent Name, Automatic Work, and CCX Application, are not used in defining a CSQ, but rather in configuring other aspects of the system, such as agent settings, workflow groups, and scripts. References: Cisco Unified Contact Center Express Design Guide, Release 11.0 (1), [Cisco Unified Contact Center Express Administration Guide, Release 11.0 (1)]

Cisco Finesse supports the use of custom call variable layouts to define how call variables appear on the Finesse agent desktop. The agent desktop determines which layout to use based on the value of a keyword variable that is named user.layout. This variable is passed to the agent desktop via the Set Enterprise Call Info step in the CCX script. The value of the user.layout variable must match the name of the custom call variable layout that is configured in the Finesse Administration page. If no user.layout variable exists, or if the value does not match any custom layout, the default layout will be used12

References: 1: Cisco Finesse Administration Guide, Release 12.5 (1) - Call Variables Layouts [Cisco Finesse] - Cisco 1 2: How to apply new ‘Call Variables Layout’ to desktop layo

According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), the maximum number of agent web chat sessions that is supported on the highest class server is 50. This means that a single agent can handle up to 50 concurrent web chat sessions on a server that meets the highest hardware specifications for Cisco Unified CCX 8.0. The highest class server for Cisco Unified CCX 8.0 is the MCS 7845, which has the following hardware configuration:

• Processor: Two quad-core Intel Xeon E5440 2.83-GHz processors
• Memory: 12 GB RAM
• Hard disk: Four 146-GB SAS hard disks

The maximum number of agent web chat sessions depends on the hardware configuration, the deployment model, and the features enabled. For example, if Cisco Unified CCX is deployed in a high availability mode, the maximum number of agent web chat sessions is reduced to 25. If Cisco Unified CCX is deployed with Cisco Unified Presence, the maximum number of agent web chat sessions is reduced to 20. If Cisco Unified CCX is deployed with Cisco Unified Intelligence Center, the maximum number of agent web chat sessions is reduced to 10. The maximum number of agent web chat sessions also varies for different versions of Cisco Unified CCX. For example, Cisco Unified CCX 7.0 can support a maximum of 25 agent web chat sessions, while Cisco Unified CCX 9.0 can support a maximum of 60 agent web chat sessions. References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.3: Agent Web Chat, Page 331 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.3: Unified CCX Hardware Configuration, Page 372

According to the Cisco Finesse Administration Guide, Release 12.0 (1), Finesse supports the following number of phone books:

• 10 global phone books
• 300 team phone books The system supports a total of 50,000 contacts. The total number of contacts per agent across all phone books is limited to 15001. This means that an agent can access up to 1500 contacts from the phone books that are assigned to them. If an agent has more than 1500 contacts, only the first 1500 will be loaded and displayed on the Finesse out of the box phone book gadget2. If a custom gadget is built using the Finesse API, it can show all the contacts by using the range feature of the API and grabbing 1500 increments3. References:
• 1: Cisco Finesse Administration Guide, Release 12.0 (1) - Manage Phone Books [Cisco Finesse] - Cisco(https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1201/Admin/guide/cfin_b_1201-administration-guide-release-1201/cfin_b_1201-administration-guide-release-1201_chapter_0101.html)
• 2: Finesse Phone Book Limitation - Cisco Community(https://community.cisco.com/t5/contact-center/finesse-phone-book-limitation/td-p/3480616)
• 3: Finesse Phone Book Import API and Limitations - Cisco Community(https://community.cisco.com/t5/contact-center/finesse-phone-book-import-api-and-limitations/td-p/3946106)

The Cisco Unified CCX Sizing Tool is a web-based tool that allows partners to validate the parameters of a target Cisco Unified CCX configuration, such as the number of inbound agents, the number of inbound and outbound IVR ports, the number of historical reporting users, and so on. The tool also recommends servers based on the validated configuration, which is a prerequisite for the Cisco assessment-to-quality bid assurance process. The tool can be accessed from the Cisco Unified CCX Partner Central1. The tool helps partners to design a Cisco Unified CCX system that meets the customer requirements and avoids oversizing or undersizing the system. References := Cisco Unified CCX Partner Central

In a Cisco Unified CCX application script, a number is read from an external database. The number must then be played out as part of a prompt. The Cisco Unified CCX Editor step that creates a new prompt that can play out the number is the Create Generated Prompt step12

The Create Generated Prompt step is a media step that allows you to create a prompt from a text or a number. The step uses the Text-to-Speech (TTS) engine or the Number-to-Speech (NTS) engine to generate a voice prompt that can be played to the caller. The step has two tabs: General and Settings. The General tab allows you to specify the input type (text or number), the input value (a variable or a literal), and the output prompt (a variable that stores the generated prompt). The Settings tab allows you to configure the TTS or NTS settings, such as the language, the voice, and the speed12

The other options are not correct:

• Create Container Prompt: The Create Container Prompt step is a media step that allows you to create a prompt from a list of existing prompts. The step concatenates the prompts into a single prompt that can be played to the caller. The step has one tab: General. The General tab allows you to specify the input prompts (a list of variables or literals) and the output prompt (a variable that stores the concatenated prompt)12
• Create Language Prompt: The Create Language Prompt step is a media step that allows you to create a prompt from a language-specific prompt. The step selects the prompt that matches the language of the current session and assigns it to a variable. The step has one tab: General. The General tab allows you to specify the input prompt (a variable or a literal that contains a language-specific prompt) and the output prompt (a variable that stores the selected prompt)12
• Create Conditional Prompt: The Create Conditional Prompt step is a media step that allows you to create a prompt based on a condition. The step evaluates the condition and assigns the corresponding prompt to a variable. The step has two tabs: General and Settings. The General tab allows you to specify the condition (a Boolean expression) and the output prompt (a variable that stores the conditional prompt). The Settings tab allows you to specify the true prompt and the false prompt (variables or literals that contain the prompts for the true and false cases)12

References: 1: Cisco Unified Contact Center Express Scripting and Development Series: Volume 2, Editor Step Reference, Release 10.0(1) - Media Steps [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Getting Started with Scripts, Release 10.0(1) - Creating and Editing Scripts [Cisco Unified Contact Center Express] - Cisco 2

A supervisor who does not have administrative privilege can perform the following Cisco Unified Contact Center Express Application Administration tasks:

• Remove a skill from a CSQ: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A Contact Service Queue (CSQ) is a logical grouping of agents based on their skills. A supervisor can remove a skill from a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to remove a skill from a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.
• Enable automatic work on a CSQ: Automatic work is a feature that allows agents to automatically enter the work state after they finish a call or chat. This prevents the agents from receiving new contacts until they are ready. A supervisor can enable automatic work on a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to enable automatic work on a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.
• Modify the skill competence level of an agent: The skill competence level is a numerical rating that indicates the proficiency of an agent in a certain skill. The skill competence level can range from 1 (lowest) to 10 (highest). A supervisor can modify the skill competence level of an agent by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to modify the skill competence level of an agent, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.

The following tasks cannot be performed by a supervisor who does not have administrative privilege:

• Delete a resource group: A resource group is a collection of agents who share common characteristics, such as location, function, or availability. A resource group can be used to organize agents for reporting and administration purposes. Only an administrator can delete a resource group by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resource Groups. For more information on how to delete a resource group, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resource Groups.
• Create a resource: A resource is an entity that can handle customer contacts, such as an agent, a supervisor, or an IVR port. A resource can be associated with one or more resource groups, teams, and skills. Only an administrator can create a resource by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to create a resource, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.
• Delete a skill: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A skill can be assigned to one or more agents and CSQs. Only an administrator can delete a skill by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Skills. For more information on how to delete a skill, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Skills. References:
• Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]5

Reactive debugging is a facility provided by the Cisco Unified CCX Editor that allows you to debug a Cisco Unified CCX script live with a real voice call. Reactive debugging enables you to step through the script execution and view the variable values and the call flow in real time. You can also set breakpoints and watchpoints to pause the script execution and inspect the variables. Reactive debugging is useful for troubleshooting and testing the script logic and functionality12

References: 1: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Course 644-906 1 2: Cisco Unified Contact Center Express Scripting and Development Series: Volume 2, Editor Step Reference, Release 10.0(1) - Debugging Scripts [Cisco Unified Contact Center Express] - Cisco 

The Database subsystem enables the Unified CCX applications to obtain information from data sources, which are databases configured to communicate with the Unified CCX system. You can connect the Unified CCX system with enterprise databases such as Microsoft SQL Server, Sybase, Oracle, or IBM DB2. The Database subsystem is available if your system has a license installed for either the Unified IP IVR or Unified CCX Premium product packages. If you are not using Unified CCX applications that require access to databases, you do not need to provision the Database subsystem. References: Cisco Unified Contact Center Express Administration Guide, Release 11.5 (1) - Provision of Additional Subsystems

 The number of premium seats required for a Cisco Unified Contact Center Express system is based on the maximum number of logged in agents plus the number of IVR and email ports needed. In this case, the maximum number of logged in agents is 150, the number of IVR ports needed for outbound calls is 30, and the number of email ports needed for email agents is 20. Therefore, the total number of premium seats required is 150 + 30 + 20 = 180 seats. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson 1: Cisco Unified Contact Center Express Product Overview - Topic: Cisco Unified CCX Product Packages1

Email is a feature that allows agents to handle customer emails from the Cisco Finesse desktop. Agents can receive, reply, transfer, and close email contacts. Agent Email is only available in the Premium package of Cisco Unified CCX, which provides the maximum level of customer interaction management. The Enhanced and Standard packages do not support Agent Email or other multichannel features such as chat and outbound. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson 1: Cisco Unified Contact Center Express Product Overview - Topic: Cisco Unified CCX Product Packages1

 The ability to look up customers in Cisco Context Service is provided by the Customer API, which allows you to search for customers by using various parameters, such as customer ID, name, email, phone number, and so on. The Customer API returns an array of customer objects that match the search criteria, along with a pagination token that can be used to retrieve the next page of results if there are more than 100 matching customers. The customer objects contain the customer ID, the customer data fields, and the links to the related activities and requests1, 2 References: Customer API, Customer Object

 The Cisco Unified Communications Sizing Tool is a web-based tool that helps system engineers to estimate the hardware server resources that are required for a Cisco Unified CCX deployment. The tool covers sizing for various components and features of the Unified CCX system, such as call control, contact center, voice messaging, conferencing and collaboration, presence, and voice gateways. The tool also provides recommendations for the optimal virtual machine (VM) configuration and placement based on the user input and the sizing rules. The tool can generate a sizing report that includes the details of the hardware and VM requirements, as well as the network bandwidth and power consumption estimates. References: Cisco Collaboration Sizing Guide - Sizing Tools Overview 1 and Using the Cisco Collaboration Sizing Tool 2

The Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD) can be installed with two languages each. The languages are selected during the installation process and can be changed later by running the Postinstall.exe utility. The CAD and the CSD can have different languages installed, as long as they are supported by the Cisco Unified Contact Center Express (UCCX) system. The supported languages are listed in the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide. References: Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1) - Install Cisco Agent Desktop, Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1) - Install Cisco Supervisor Desktop

The Cisco Unified Communications Sizing Tool is a web-based tool that helps system engineers to size Cisco Unified Communications solutions, including Cisco Unified CCX. The tool can validate various parameters and requirements for a Cisco Unified CCX deployment configuration, such as the number of agents, supervisors, IVR ports, outbound ports, chat sessions, email sessions, and reporting users. However, the tool cannot validate the following options:

• The number of silent-monitoring and remote-monitoring sessions. Silent monitoring and remote monitoring are features that allow supervisors to listen to the agent’s calls without being heard by the agent or the caller. The tool does not support sizing for these features,as they depend on the network bandwidth and the codec used for the calls. The tool only provides a formula to estimate the bandwidth requirement for silent monitoring and remote monitoring, based on the number of sessions, the codec, and the packet size. The formula is: Bandwidth (kbps) = Number of sessions x Codec bit rate x (1 + Network overhead). For example, if there are 10 silent-monitoring sessions using G.711 codec with a bit rate of 64 kbps and a network overhead of 20%, the bandwidth requirement is: Bandwidth (kbps) = 10 x 64 x (1 + 0.2) = 768 kbps1.
• The number of historical reporting sessions. Historical reporting is a feature that allows users to generate reports on the historical data of the Cisco Unified CCX system, such as agent performance, call statistics, and queue summary. The tool does not support sizing for this feature, as it depends on the number of reporting users, the frequency and complexity of the reports, and the database size. The tool only provides some guidelines and best practices for historical reporting, such as limiting the number of concurrent reporting users to 10, scheduling the reports during off-peak hours, and purging the historical data regularly2.
• The number of ASR and TTS ports. ASR (Automatic Speech Recognition) and TTS (Text-To-Speech) are features that enable voice interaction between the callers and the IVR system, using speech recognition and synthesis technologies. The tool does not support sizing for these features, as they are provided by third-party vendors, such as Nuance or LumenVox. The tool only provides some recommendations and considerations for ASR and TTS integration, such as using MRCPv2 protocol, allocating enough CPU and memory resources, and configuring the network QoS policies3.

References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.2: Silent Monitoring and Remote Monitoring, Page 321 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.4: Historical Reporting, Page 342 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.5: ASR and TTS Integration, Page 353

 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.

This statement is false because a subflow cannot access all variables in the calling script, unless they are passed as input parameters or global variables. A subflow has its own local variables that are not visible to the calling script. A subflow can only access the variables that are mapped to its input parameters or declared as global variables1.

The other statements are true because:

• B. When the Call Subflow step executes, you can transfer values of variables from the calling flow to the subflow. This statement is true because you can use the Input Mappingstab of the Call Subflow step to map the variables from the calling flow to the input parameters of the subflow. This allows you to pass data to the subflow and initialize its variables2.
• C. After the Call Subflow step executes, you can transfer values of variables from the subflow to the calling flow. This statement is true because you can use the Output Mappings tab of the Call Subflow step to map the variables from the subflow to the variables of the calling flow. This allows you to return data from the subflow and update the variables of the calling flow3.
• D. The same subflow can be invoked from different scripts. This statement is true because a subflow is an independent script that can be reused in other scripts. You can call the same subflow from different scripts using the Call Subflow step and specify the subflow name and location4.

References: 1: Troubleshoot the Subflow - CRS Script - Cisco 2: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco 4: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco

According to the Cisco Unified Contact Center Express 12.5 Data Sheet1, the maximum number of concurrent chat agents supported by Cisco Unified CCX is 70, regardless of the number of licensed seats. This means that if 70 agents log in as chat agents via an independent browser, they will consume 70 chat agent seats out of the 120 agent seats licensed for the Cisco Unified CCX deployment. The remaining 50 agent seats can be used for voice agents who log in via Cisco Agent Desktop. Therefore, the answer is A. 50. References := Cisco Unified Contact Center Express 12.5 Data Sheet, page 4.

CSQs are associated to the team definition to designate which CSQ information to display on the supervisor desktop. The supervisor desktop allows the supervisor to monitor and manage the agents and the CSQs that are assigned to the team. The supervisor can view the real-time statistics, historical reports, and chat transcripts of the CSQs that are associated to the team. The supervisor can also change the skill competency level of the agents for the CSQs that are associated to the team1, page 2-3, 2, page 2-5, 3, page 2-6. References: Cisco Unified Contact Center Express Features Guide, Release 12.5 (1), Cisco Finesse Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5 (1), Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0 (1)

 The two releases that require physical media to be ordered and received prior to patching or upgrading Cisco Unified Contact Center Express (UCCX) are the major release and the service update. A major release is a new version of UCCX that introduces significant changes and new features. A service update is a maintenance release that fixes bugs and enhances the functionality of UCCX. Both the major release and the service update are available as ISO images that can be downloaded from the Cisco website or ordered as physical DVDs12

The other options do not require physical media to be ordered and received prior to patching or upgrading UCCX:

• Minor release: A minor release is a new version of UCCX that has minor changes and enhancements. A minor release is available as a COP file that can be downloaded from the Cisco website and applied to the UCCX system using the CLI or the web interface12
• Engineering special: An engineering special is a patch that addresses a specific issue or customer request. An engineering special is available as a COP file that can be downloaded from the Cisco website and applied to the UCCX system using the CLI or the web interface12

References: 1: Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5 (1) - Unified CCX Upgrade [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Install and Upgrade Guide, Release 11.6 (2) - Unified CCX Upgrade [Cisco Unified Contact Center Express] - Cisco 2

 The Expression Editor panel of Cisco Unified CCX Script Editor is a tool that allows you to create and edit expressions that can be used in the script steps. The Expression Editor panel has two tabs: Script and Java. The Script tab allows you to create expressions using the Cisco Unified CCX Expression Language, which is a subset of the Java language. The Java tab allows you to create expressions using the full Java language12

There are three reasons to use the Java tab in the Expression Editor panel:

• To invoke a specified method of a custom Java class. A custom Java class is a user-defined class that extends the functionality of the Cisco Unified CCX Expression Language. You can create a custom Java class by using the Java Development Kit (JDK) and import it into the Cisco Unified CCX Script Editor. You can then use the Java tab to invoke the methods of the custom Java class by using the dot notation. For example, if you have a custom Java class named MyMath that has a method named square, you can use the Java tab to invoke the square method on a variable x by using the expression MyMath.square(x)12
• To reference a variable of a custom Java Object. A custom Java Object is an instance of a custom Java class that can be created and stored as a variable in the script. You can use the Java tab to reference the variable of a custom Java Object by using the dot notation. For example, if you have a custom Java Object named myObj that has a variable named name, you can use the Java tab to reference the name variable by using the expression myObj.name12
• To allow for arguments to be passed to a specified method. An argument is a value that is passed to a method when it is invoked. You can use the Java tab to pass arguments to a specified method by using the parentheses notation. For example, if you have a method named add that takes two arguments x and y and returns their sum, you can use the Java tab to pass the arguments 3 and 5 to the add method by using the expression add(3, 5)12

In Cisco Unified CCX Administration, when you add a Cisco Unified Communications Manager (CUCM) Telephony group, a CTI Route Point is created on the CUCM. A CTI Route Point is a virtual device that can receive multiple simultaneous calls and route them to a Cisco Unified CCX application by using the JTAPI protocol. A CUCM Telephony group defines the CUCM cluster, the JTAPI user, and the CTI Route Point that are associated with a Cisco Unified CCX system12

The other options are not correct:

• CTI Ports: CTI Ports are virtual devices that can make or receive calls and are controlled by the JTAPI application. CTI Ports are not created when you add a CUCM Telephony group, but when you add a Cisco Unified CCX Call Control Group12
• Cisco Unified CCX Call Control Group: A Cisco Unified CCX Call Control Group is a logical grouping of CTI Ports that are used by the Cisco Unified CCX system to make and receive calls. A Cisco Unified CCX Call Control Group is not created when you add a CUCM Telephony group, but when you configure the Cisco Unified CCX system parameters12
• Cisco Unified Communications Manager Call Control Group: A Cisco Unified Communications Manager Call Control Group is a term that does not exist in the Cisco Unified CCX terminology.

References: 1: Cisco Unified Contact Center Express Administration Guide, Release 10.0(1) - Unified CM Configuration [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Design Guide, Release 10.0(1) - Unified CM Telephony Subsystem [Cisco Unified Contact Center Express] - Cisco 2

According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Cisco Unified CCX 8.0 can support a maximum of 400 agents when deployed with Cisco Unified Communications Manager. This is the highest capacity option for Cisco Unified CCX 8.0, which requires a dedicated server for the Cisco Unified CCX Engine and a dedicated server for the Cisco Unified CCX Database. The maximum number of agents depends on the hardware configuration, the deployment model, and the features enabled. For example, if Cisco Unified CCX is deployed in a high availability mode, the maximum number of agents is reduced to 300. If Cisco Unified CCX is deployed with Cisco Unified Presence, the maximum number of agents is reduced to 250. If Cisco Unified CCX is deployed with Cisco Unified Intelligence Center, the maximum number of agents is reduced to 150. The maximum number of agents also varies for different versions of Cisco Unified CCX. For example, Cisco Unified CCX 7.0 can support a maximum of 300 agents, while Cisco Unified CCX 9.0 can support a maximum of 500 agents. References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 2: Unified CCX Product Overview, Section 2.1: Unified CCX Product Packages, Page 151 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.1: Unified CCX Deployment Models, Page 252 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2: Unified CCX Capacity Planning, Page 293

The Cisco Unified Communications Sizing Tool is a web-based application that helps customers and partners accurately size Cisco Unified Communications hardware, software, and services. The tool can be used to size Cisco Unified CCX by selecting the product family, the deployment model, the reference design, the call volume, the agent count, the features, and the hardware specifications. The tool then generates a report that shows the recommended hardware configuration, the software licenses, the power consumption, the rack space, and the bill of materials for the Cisco Unified CCX solution1, 2 References: Solution Design Guide for Cisco Unified Contact Center Express, Release 11.5 (1), Cisco Sizing tools - Cisco Community