Cisco 500-052 Deploying Cisco Unified Contact Center Express Exam Practice Test

 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

The Cisco Unified CCX Installer media is used to install the following components on the Unified CCX server:

• Cisco Unified CCX Engine: This is the core component that provides the call control, routing, and scripting functionality for Unified CCX. It also includes the Cisco Unified CCX Administration web interface, the Cisco Unified CCX Serviceability web interface, the Cisco Unified CCX Editor, and the Cisco Unified CCX Historical Reports client.
• Recording Component: This is an optional component that enables the recording and playback of agent calls. It also includes the Cisco Unified CCX Supervisor Desktop and the Cisco Unified CCX Agent Desktop applications.
• Informix DB: This is the database component that stores the configuration and historical data for Unified CCX. It also includes the Cisco Unified CCX Database Schema and the Cisco Unified CCX Database Monitor Service.

The following components are not installed from the Cisco Unified CCX Installer media:

• iPlanet Web Server: This is a web server that is not used by Unified CCX. Unified CCX uses the Apache Tomcat web server, which is installed as part of the Cisco Unified Communications Operating System.
• Cisco Unified Operations Manager: This is a network management application that monitors the health and performance of Cisco Unified Communications systems. It is not part of Unified CCX and requires a separate installation and license.
• Cisco Unified Communications Manager: This is the call processing component that provides the IP telephony services for Unified CCX. It is not part of Unified CCX and requires a separate installation and license.

References:

• Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5(1), Chapter 1: Unified CCX Installation
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0], Module 1: Cisco Unified Contact Center Express Overview

The Control Center on Cisco Unified Contact Center Express Serviceability is the tool that allows you to start, stop, and restart Cisco Unified Contact Center Express services. The Control Center provides a web-based interface to manage the Unified CCX components and subsystems, such as Cisco Unified CM Telephony, Cisco Unified CM Administration, Cisco Unified CCX Engine, Cisco Unified CCX Administration, and so on. You can accessthe Control Center from the Tools menu on the Cisco Unified CCX Serviceability page. From the Control Center, you can perform the following tasks:

• View the status of each service on each node in the cluster.
• Start or stop a service on a specific node or on all nodes in the cluster.
• Restart a service on a specific node or on all nodes in the cluster.
• Activate or deactivate a service on a specific node or on all nodes in the cluster.
• Enable or disable the automatic startup of a service on a specific node or on all nodes in the cluster.
• View the dependencies and dependents of each service.
• View the logs and traces of each service1, pages 2-1 to 2-8. References: Cisco Unified Contact Center Express Serviceability Guide, Release 12.0 (1)

The maximum number of concurrent agent web chat sessions that are supported on the highest class server is 50. This means that each agent can handle up to 50 simultaneous web chat contacts on a server that meets the highest specifications for Cisco Unified Contact Center Express (UCCX). The highest class server for UCCX is the Cisco Unified Computing System (UCS) C240 M5, which supports up to 400 agents and 400 IVR ports1.

The other options are not correct because:

• A. 75 is not the maximum number of concurrent agent web chat sessions that are supported on the highest class server. 75 is the maximum number of concurrent agent web chat sessions that are supported on the second highest class server, which is the Cisco UCS C220 M5. This server supports up to 300 agents and 300 IVR ports1.
• B. 25 is not the maximum number of concurrent agent web chat sessions that are supported on the highest class server. 25 is the maximum number of concurrent agent web chat sessions that are supported on the third highest class server, which is the Cisco UCS C220 M4. This server supports up to 200 agents and 200 IVR ports1.
• D. 120 is not the maximum number of concurrent agent web chat sessions that are supported on the highest class server. 120 is the maximum number of concurrent agent web chat sessions that are supported on the entire UCCX system, regardless of the server class. This means that the total number of web chat contacts across all agents cannot exceed 1202.

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 Features Guide, Release 12.5(1) - Web Chat [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)]

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/configuration/guide/UCCX_BK_CECBFBF7_00_cisco-unified-contact-center-express/UCCX_BK_CECBFBF7_00_cisco-unified-contact-center-express_chapter_0100.html

 The DB Read step executes a SQL query on a database and returns the result in a ResultSet variable. The step has four output branches: Successful, No Data, Timeout, and SQL Error. The Successful branch is taken when the query returns one or more rows. The No Data branch is taken when the query returns zero rows. The Timeout branch is taken when the query execution time exceeds the timeout value specified in the step. The SQL Error branch is taken when the query is invalid or the database connection fails. References: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.6(2), page 4-8.

The peripheral variables in the Set Enterprise Call Info step are related to call variables. Call variables are predefined variables that store information about a call, such as the caller ID, the dialed number, the call duration, the call priority, and so on. Call variables are also known as Call.PeripheralVariable1 to Call.PeripheralVariable10, and they can be set or retrieved by the Set Enterprise Call Info step or the Get Enterprise Call Info step. Call variables can be displayed on the agent desktop or used for reporting purposes1, page 2-3, 2, page 2-4, 3, page 4-1. References: Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5 (1) SU1, Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.6(2), Cisco Unified Contact Center Express Features Guide, Release 12.5 (1)

The customer must purchase 30 outbound IVR ports and 30 agent seats in addition to the 200 Cisco Unified Center Express Premium agent seats. The outbound IVR ports are required to run the outbound IVR campaign, which can make outbound calls to customers and play prerecorded messages or collect customer inputs. The agent seats are required to handle the outbound calls that are transferred to agents based on the customer’s choice or the campaign configuration. The outbound IVR ports and the agent seats are licensed separately and are not included in the Premium agent seats1, page 2-3, 2, page 4-1. References: Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5 (1) SU1, Cisco Unified Contact Center Express Features Guide, Release 12.5 (1)

 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.

To troubleshoot a Cisco Unified Contact Center Express engine “Java out of memory” crash, you should perform the following steps:

• Collect the thread dump for Cisco Unified CCX Engine: A thread dump is a snapshot of the state of all the threads that are part of the process. The thread dump will show what each thread is doing, what resources they are holding, and what other threads they are waiting for. This can help identify any deadlocks, loops, or hung threads that could cause memory leaks or high memory usage. To collect the thread dump for Cisco Unified CCX Engine, use the Cisco Unified Real-Time Monitoring Tool (RTMT) and navigate to Trace and Log Central > Collect Files > Select Cisco Unified CCX Engine > Check Thread Dump > Finish. For more information on how to collect the thread dump, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Trace and Log Central, Subsection: Collecting Thread Dumps.
• Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool: The engine heap is the area of memory where the Cisco Unified CCX Engine stores the objects it creates and uses. The engine heap performance data will show how much heap memory is allocated, used, and freed by the engine, as well as the number and frequency of garbage collections. This can help identify any memory leaks, memory fragmentation, or insufficient heap size issues that could cause memory exhaustion or degradation. To collect the engine heap performance data, use the RTMT and navigate to System > Performance > Open Performance Monitoring > Select Cisco Unified CCX Engine > Select Heap Usage and GC Counters. For more information on how to collect the engine heap performance data, see the Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2), Chapter: Unified CCX Engine Heap Usage Monitoring.
• Talk to the customer about the deployment and usage pattern: The deployment and usage pattern of the customer will provide information about the configuration, load, and behavior of the Cisco Unified CCX system. This can help identify any factors that could contribute to the memory issues, such as the number of applications, scripts, sessions, agents, teams, skills, CSQs, triggers, historical reports, etc. The deployment and usage pattern can also help determine the best practices and recommendations for optimizing the system performance and avoiding memory problems. To talk to the customer about the deployment and usage pattern, use the Unified CCX 12.5 Sizing Tool and the Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1) as references.

The following steps are not required or not possible to troubleshoot a Cisco Unified Contact Center Express engine “Java out of memory” crash:

• Check to see if the customer has installed any third party applications: This step is not required, because the Cisco Unified CCX platform does not support the installation of any third party applications. The platform is a closed system that only allows the installation of Cisco-approved software and patches. Any attempt to install third party applications on the platform will cause the system to fail the integrity check and prevent the system from functioning properly. For more information on the platform compatibility and restrictions, see the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide, Release 12.5(1), Chapter: Platform Considerations, Section: Platform Compatibility.
• Collect heap dumps via the Cisco Unified Real-Time Monitoring Tool: This step is not possible, because the RTMT does not provide the option to collect heap dumps for the Cisco Unified CCX Engine. A heap dump is a snapshot of the memory allocation of the process, which shows the objects, classes, and references in the heap. A heap dump can be useful for analyzing the memory usage and finding memory leaks, but it requires a tool that can capture and read the heap dump file. The RTMT can only collect and view trace files, logs, and performance counters for the Cisco Unified CCX Engine. To collect heap dumps for the Cisco Unified CCX Engine, a different tool or method is needed, such as using the jmap command or the [Java VisualVM] tool.
• Check the Cisco Unified CCX Serviceability Control Center: This step is not helpful, because the Cisco Unified CCX Serviceability Control Center only shows the status and allows the control of the Cisco Unified CCX services and components. It does not provide any information or tools for troubleshooting memory issues or crashes. The Control Center can be used to start, stop, or restart the Cisco Unified CCX Engine service, but this will not resolve the root cause of the memory problem. To troubleshoot memory issues or crashes, other tools or methods are needed, such as using the RTMT, the CLI, or the web interface. For more information on the Cisco Unified CCX Serviceability Control Center, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Control Center - Network Services. References:
• Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1)
• Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2)
• Unified CCX 12.5 Sizing Tool
• Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1)
• Cisco Unified Contact Center Express Software and Hardware Compatibility Guide, Release 12.5(1)
• jmap
• [Java VisualVM]
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]8, Module 4: Cisco Unified CCX Maintenance, Lesson 1: Cisco Unified CCX Serviceability and Maintenance, Topic: Troubleshooting Cisco Unified CCX

 The Cisco Unified CCX steps that would make an HTTP request are Cache Document and Send Http Response. The Cache Document step sends an HTTP GET request to a specified URL and stores the response in a Document variable. The Send Http Response step sends an HTTP response to the client that initiated the HTTP request. The response can include a status code, headers, cookies, and a body1, pages 2-81 and 2-82. The following steps do not make an HTTP request:

• Create URL Document: This step creates a URL Document variable from a string or a URL. The step does not send or receive any data over the network1, page 2-78.
• Write Document: This step writes a Document variable to a file on the local disk or a network share. The step does not use the HTTP protocol1, page 2-79. References: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.6(2)

When Cisco Unified CCX is deployed with Cisco Unified Communications Manager Express (CME), the user management is done through the Application Administration web interface of Cisco Unified CCX. The user data, such as user ID, password, PIN, and roles, are stored in the Cisco Unified CCX database. The user synchronization between Cisco Unified CME and Cisco Unified CCX is done manually by using the Data Synchronization option in the Tools menu of the Application Administration web interface. The user data is not stored in the Cisco Unified CME database, nor is it managed by Cisco Unified CME. References:

• Deploying Cisco Unified Contact Center Express (UCCXD) v6.0
• Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 11.6(1) - Chapter 2: Preinstallation Tasks for Cisco Unified CCX

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

 Cisco Unified Contact Center Express does not support an embedded Internet browser within the Cisco Agent Desktop. The Cisco Agent Desktop is a legacy desktop application that provides call control and agent state management for Unified CCX agents. The Cisco Agent Desktop does not have an embedded Internet browser, but it can launch an external browser to display web pages or applications. However, the Cisco Agent Desktop is deprecated and replaced by the Cisco Finesse desktop, which is a web-based agent and supervisor desktop that supports an embedded Internet browser. The CiscoFinesse desktop is available for all Unified CCX platform sets, including Standard, Enhanced, and Premium. For more information on the differences between the Cisco Agent Desktop and the Cisco Finesse desktop, see the Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1), Chapter: Cisco Unified CCX Desktop Options, Section: Cisco Agent Desktop and Cisco Finesse Desktop Comparison. References:

• Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1)
• Cisco 500-052 Free Practice Exam & Test Training - ITExams.com

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

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

 In a high availability over WAN deployment, the ASR or TTS servers cannot be across the WAN from the active Cisco Unified CCX site. This is because the ASR or TTS servers require a low latency connection to the Unified CCX engine, and the WAN link may introduce delays or packet loss that can affect the quality and performance of the speech recognition or text-to-speech services. Therefore, the ASR or TTS servers must be co-located with the active Unified CCX site, and they must fail over to the standby site if the active site goes down. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson 4: High Availability and Network Design - Topic: Unified CCX High Availability over WAN1

The security password is used as the secret key during the second node installation of Cisco Unified Contact Center Express (UCCX). This password is entered during the first node installation and must be the same for all nodes in the cluster. The security password is used to encrypt sensitive data in the database and to authenticate communication between nodes. If the security password is not the same for all nodes, the installation will fail and the cluster will not function properly. References: Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5 (1) - Unified CCX Installation, Free Cisco Deploying Unified Contact Center Express (UCCXD) v6.0 Certification Sample Questions and Answers

 The correct answer is B. The default script field when adding an application specifies the script that will be executed if there are any problems running the configured script for the application. For example, if the configured script is missing, corrupted, or containserrors, the default script will be executed instead. The default script field is mandatory and must point to a valid script file1.

The other options are not correct because:

• A. When a caller does not enter a choice in a Menu step, it will execute the default script. This is false because the Menu step has its own Timeout branch that determines what to do when the caller does not enter a choice within the specified timeout period. The default script field has no effect on the Menu step2.
• C. When the caller enters a digit in the Menu step that is not defined, the default script will be executed. This is false because the Menu step has its own Unsuccessful branch that determines what to do when the caller enters a digit that is not defined as a valid option. The default script field has no effect on the Menu step2.
• D. When the caller enters a digit that is not checked in the filter of the Get Digit String step, the default script will be executed. This is false because the Get Digit String step has its own Invalid Entry branch that determines what to do when the caller enters a digit that is not checked in the filter. The default script field has no effect on the Get Digit String step3.

References: 1: Cisco Unified Contact Center Express Administration Guide, Release 12.5(1) - Cisco Applications Configuration [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 2: Media Steps [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 3: Input Steps [Cisco Unified Contact Center Express] - Cisco

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

 Cisco Unified CCX Premium provides the most advanced features and capabilities for contact center agents and supervisors, including IVR scripting, database integration, keystroke macros, CRM integration, outbound preview dialer, and agent email and chat. Cisco Unified CCX Standard and Enhanced do not support keystroke macros, CRM integration, or agent email and chat. Cisco Unified IP IVR does not support agent desktop functions or outbound preview dialer. Cisco Unified CCX Enterprise is not a valid option, as Cisco Unified CCX only comes in Standard, Enhanced, and Premium versions. References: Cisco Unified Contact Center Express 12.5 Data Sheet, [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]

 The application username is not an input that is required when you install Cisco Unified CCX. The application username is the username that you use to log in to the Cisco Unified CCX Administration web interface after the installation is complete. You can configure the application username during the initial system setup, which is a separate step from the installation. The other inputs, such as the platform administrator username, the IP address, the default language, and the time zone, are required during the installation process. You need to enter these inputs to configure the basic system parameters and network settings for the Unified CCX server. References := Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5(1) SU2, Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 Course Outline

 CTI route points are virtual devices that can receive multiple, simultaneous calls for application-controlled redirection. They are added or configured for Cisco Unified Contact Center Express (UCCX) in the Cisco Unified CallManager Device Configuration. This allows UCCX to integrate with Cisco Unified Communications Manager (CUCM) and use the CTI route points as triggers for UCCX scripts. The CTI route points must be associated with the UCCX application user in CUCM and have the correct partition and calling search space settings. References: CiscoUnified Contact Center Express Getting Started with Scripts, Release 12.5(1) - Configuring Unified CCX Triggers, Cisco Unified Contact Center Express Design Guide, Release 10.0(1) - Deployment Models, CTI Port and CTI Route Point - Cisco Community

To send an HTTP message, you should use the following Cisco Unified CCX steps:

• Send HTTP Response: This step allows the script to send an HTTP response to the client that initiated the HTTP request. The step specifies the HTTP status code, the content type, and the body of the response. The step can also set or delete cookies in the response. For more information on how to use the Send HTTP Response step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Send HTTP Response Step.
• Create URL Document: This step allows the script to create a URL document that contains the URL of a web page or application. The step specifies the URL, the method (GET or POST), and the parameters to be sent with the request. The step can also set or delete cookies in the request. The URL document can be used as an input for other steps, such as Write Document or Place Call. For more information on how to use the Create URL Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Create URL Document Step.

The following steps cannot be used to send an HTTP message:

• Write Document: This step allows the script to write a document to a file or a stream. The step specifies the document, the destination, and the encoding. The document can be any type of document, such as XML, plain text, or URL. The destination can be a local file, a remote file, or a media stream. The step can be used to write a URL document to a file or a stream, but it cannot send an HTTP message by itself. For more information on how to use the Write Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Write Document Step.
• Place Call: This step allows the script to place a call to a destination. The step specifies the calling address, the called address, the media termination, and the timeout. The calling address and the called address can be phone numbers, SIP URIs, or URL documents. The media termination can be a contact, a prompt, or a document. The step can be used to place a call to a URL document, but it cannot send an HTTP message by itself. For more information on how to use the Place Call step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Place Call Step.
• Cache Document: This step allows the script to cache a document in the memory of the Unified CCX server. The step specifies the document and the cache key. The document can be any type of document, such as XML, plain text, or URL. The cache key is a unique identifier for the document in the cache. The step can be used to cache a URL document, but it cannot send an HTTP message by itself. For more information on how to use the Cache Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Cache Document Step. References:
• Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 2: Cisco Unified CCX Scripting, Lesson 3: Cisco Unified CCX Scripting Steps, Topic: HTTP Contact Steps

To deploy a Cisco Unified CCX application, the following tasks are required:

• Create a trigger: A trigger is a phone number or a URI that is associated with an application and invokes a script when it is dialed or requested. A trigger defines the type of communication (voice or HTTP), the maximum number of sessions, and the script to be executed. To create a trigger, use the Cisco Unified CCX Administration web interface and navigate to Applications > Trigger Management. For more information on how to create a trigger, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX Application Configuration, Section: Trigger Management.
• Upload script to repository: A script is a set of instructions that defines the call flow and logic of an application. A script is created using the Cisco Unified CCX Editor, which is a graphical tool that allows users to drag and drop steps, variables, and expressions. To upload a script to the repository, use the Cisco Unified CCX Editor and select File > Save Script As. For more information on how to upload a script, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Saving and Uploading Scripts, Section: Saving and Uploading Scripts.
• Specify the maximum number of sessions: The maximum number of sessions defines how many concurrent calls or requests an application can handle. The maximum number of sessions is configured at the trigger level and depends on the license type and the available system resources. To specify the maximum number of sessions, use the Cisco Unified CCX Administration web interface and navigate to Applications > Trigger Management. For more information on how to specify the maximum number of sessions, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX Application Configuration, Section: Trigger Management.

The following tasks are not required to deploy a Cisco Unified CCX application:

• Restart the Cisco Unified CCX Engine: The Cisco Unified CCX Engine is a service that runs on the Unified CCX server and executes the scripts associated with the applications. The Cisco Unified CCX Engine does not need to be restarted after deploying an application, unless there is a change in the system configuration or a problem with the service. To restart the Cisco Unified CCX Engine, use the Cisco Unified CCX Serviceability web interface and navigate to Tools > Control Center - Network Services. For more information on how to restart the Cisco Unified CCX Engine, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Control Center - Network Services.
• Configure default session timeout: The default session timeout defines how long an idle session can remain active before it is terminated by the system. The default session timeout is configured at the system level and applies to all applications. The default session timeout does not need to be configured for each application, unless there is a specific requirement to override the system value. To configure the default session timeout, use the Cisco Unified CCX Administration web interface and navigate to System > System Parameters. For more information on how to configure the default session timeout, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX System Configuration, Section: System Parameters. References:
• Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1)
• Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1)
• Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]5

 The Agent email feature is available only in the Cisco Unified Contact Center Express Premium package. The Agent email feature is a basic email queuing and response system that allows agents to handle customer emails from the Cisco Agent Desktop. The feature supports email routing, email prioritization, email response templates, email attachments, email history, and email reporting12

The other options are not correct:

• Premium and Enhanced: The Agent email feature is not available in the Enhanced package. The Enhanced package supports only voice and chat interactions12
• Premium, Enhanced, and Standard: The Agent email feature is not available in the Enhanced and Standard packages. The Standard package supports only voice interactions12
• Premium and Standard: The Agent email feature is not available in the Standard package. The Standard package supports only voice interactions12

References: 1: Cisco Unified Contact Center Express Data Sheet - Cisco 1 2: Cisco Unified Contact Center Express Design Guide, Release 10.0(1) - Features [Cisco Unified Contact Center Express] - Cisco 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