Drag and drop the Cisco Unified ICM Support Utility on the left to its function on the right.
Select and Place:
Select and Place:
In a Cisco Unified Contact Center Enterprise system, a new agent and phone have been added to the system; however, the agent is unable to log in to the system.
The agent is using the same type of phone and and has the same CTI OS desktop setup as other agents who are able to log in without issue.
What are two possible causes for this issue?(Choose two.)
A. The incorrect CTIOS Server IP and Port are configured on the new agent's CTI desktop.
B. The new phone used by the agent is not associated with IVRJtapiUser.
C. A new Device Target needs to be added for the phone in the Config (for example, /devtype ipphone / DN 12345).
D. The phone has call forwarding and call waiting enabled.
E. The new phone used by the agent is not associated with PGJtapiUser.
Refer to the exhibit. Calls in a Cisco Unified Contact Center Enterprise system are failing when the system attempts to queue the calls on the Cisco Unified IP IVR. A VRUCAP file was captured from the failed call. Based on this log file, what are the possible causes for the call failing?
A. The DNIS 9091 is not configured as a JTAPI Application for the Cisco Unified IP IVR.
B. The GED-125 Service Control Interface does not support Subtype 7 as part of a routing dialog.
C. The IP-IVR Script "NoAgents.aef" does not exist.
D. The Cisco Unified IP IVR Script "NoAgents.aef" is missing an "Accept Contact" step in the workflow.
E. The Cisco Unified IP IVR ICM Service is out of service and needs to be restarted.
Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment with agents deployed as shown in the exhibit, an agent has reported receiving CTI screen pops for calls, but then the call is not sent to the agent. What is a possible cause of this problem?
A. The agent logged in with an extension that does not exist.
B. The agent logged in using an extension that is assigned to another agent's phone.
C. The agent's phone is not associated with the PG User.
D. The agent is still logged into CTIOS on another PC.
Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, calls are failing during the Translation Route to the Cisco Unified IP IVR. Review the MIVR log file and select the most possible reason for this failure.
A. There are not enough Sessions configured on the JTAPI Trigger configuration of the Cisco Unified IP IVR.
B. There are not enough Channels configured in the Cisco Media Group of the Cisco Unified IP IVR.
C. There are not enough CTI Ports configured in the CTI Port Group of the Cisco Unified IP IVR.
D. The CTI Port's Partition is not in the Calling Search Space of the JTAPI Trigger in the Cisco Unified IP IVR.
Refer to the exhibit. After reviewing the CTIOS log shown in the exhibit, identify the "final" agent state for these agent IDs.
10771 99960
A. Agent 10771 is TalkingAgent 99960 is BusyAgent 99920 is Talking
B. Agent 10771 is AvailableAgent 99960 is TalkingAgent 99920 is Reserved
C. Agent 10771 is ReservedAgent 99960 is AvailableAgent 99920 is Talking
D. Agent 10771 is BusyAgent 99960 is ReservedAgent 99920 is Talking
E. Agent 10771 is ReservedAgent 99960 is ReservedAgent 99920 is Busy
In a Cisco Unified Contact Center Enterprise deployment, which three traces would you apply for a Cisco Unified Communications Manager PIM in the Cisco Unified ICM PROCMON tool? (Choose three.)
A. trace *low* /on
B. trace csta* /on
C. trace *event /on
D. trace closedcalls /on
E. trace precall /on
F. trace routing /on
In the Cisco Unified Contact Center Enterprise solution, which command should be entered at the command prompt to invoke the Cisco Unified ICM Support Tools command-line version of the "Log Collection Utility" in interactive mode?
A. lct
B. lcutil
C. lcutility
D. lctool
E. supporttoolslogcollection
In the Cisco Unified Contact Center Enterprise deployment, agents are reporting they are getting two ACD calls from the system at once. Which three of these tools or logs would be useful to help find the cause of this error? (Choose three.)
A. RTRTrace to enable tracing on the Cisco Unified ICM Call Router
B. Procmon to enable tracing on the Cisco Unified Communications Manager Peripheral Gateway
C. TraceUtil to enable tracing on the Cisco Unified Communications Manager Peripheral Gateway
D. EMSTrace to enable tracing for OPC on the Cisco Unified Communications Manager Peripheral Gateway
E. OPCTest to turn up tracing for OPC on the Cisco Unified Communications Manager Peripheral Gateway
F. OPCTrace to turn up tracing for OPC on the Cisco Unified Communications Manager Peripheral Gateway
Refer to the exhibit. In the distributed Cisco Unified Contact Center Enterprise design with multiple Cisco Unified Communications Manager clusters as shown in the exhibit, what is the impact if Agent 2551 transfers a call, routed to that agent by Cisco Unified CCE, directly to Agent 1233 using the agent extension 3311?
A. Agent 1233 could get an ACD call routed by Cisco Unified CCE on extension 3311.
B. Cisco Unified CCE would reject the transfer across the intercluster trunk automatically.
C. Agent 1233 would get the call, but without any screen pop or CTI data.
D. Cisco Unified CCE provides cradle-to-grave reporting on the call once it is sent to Agent 1233.
E. The call would only work if both agents were using either CAD or CTI OS desktops.
