500-444 Cisco Contact Center Enterprise Implementation and Troubleshooting Free Practice Exam Questions (2025 Updated)

The Single Pane of Glass (SPOG) is the web-based administrative interface that should be deployed to provide a unified and simplified view of the Unified CCE system, even though Unified CCE provides Configuration Manager as the legacy User Interface for administrators1. The SPOG is also known as the CCE Web Administration or the Unified CCE Administration console, and it allows administrators to configure and manage various Unified CCE features and settings, such as agents, attributes, precision queues, bucket intervals, media routing domains, license, bulk jobs, deployment type, system information, single sign-on, context service, and contact center AI23.

The other options are incorrect because:

A: WebSetup is not a web-based administrative interface, but rather a tool that is used to install and configure the web setup components, such as the web setup database, the web setup service, and the web setup client, on the Unified CCE servers. WebSetup is used to perform initial configuration tasks, such as setting the deployment type, the instance name, the security mode, the license server, and the LDAP directory4.

B: Contact Centre Management Portal (CCMP) is not a web-based administrative interface for Unified CCE, but rather a separate product that provides a web-based interface for managing Cisco Unified Contact Center Express (UCCX) and Cisco Unified IP Interactive Voice Response (IP IVR) systems. CCMP allows administrators to perform tasks such as creating and modifying scripts, applications, triggers, teams, skills, and CSQs, as well as monitoring and reporting on the system performance and agent activity5.

C: LDAP Plugin is not a web-based administrative interface, but rather a component that enables Unified CCE to integrate with an external LDAP directory, such as Microsoft Active Directory, for user authentication and authorization. LDAP Plugin allows Unified CCE to synchronize user data from the LDAP directory and assign roles and permissions to the users based on their LDAP group membership2.

References:

1: UCCE 10.5 Web Admin Interface - Cisco Community 2: Administration Guide for Cisco Unified Contact Center Enterprise, Release 12.6 (1) - Web Based CCE Administration [Cisco Unified Contact Center Enterprise] - Cisco 4: Web Setup Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Web Setup Overview [Cisco Unified Contact Center Enterprise] - Cisco 5: [Cisco Unified Contact Center Management Portal Data Sheet - Cisco] 3: Web Based CCE Administration - Cisco 6: Web Setup Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Web Setup Overview [Cisco Unified Contact Center Enterprise] - Cisco : Cisco Unified Contact Center Management Portal Data Sheet - Cisco

The service that must be restarted after modifying the Java Keystore on the CVP servers is the Cisco CVP WebServicesManager. The Cisco CVP WebServicesManager is a service that provides web services for the CVP components, such as the Operations Console, the Reporting Server, and the Call Server. The Java Keystore is a file that stores the certificates and keys for secure communication between the CVP components and other systems. If the Java Keystore is modified, the Cisco CVP WebServicesManager service must be restarted to apply the changes and ensure the proper functioning of the web services12.

References:

Configure Secure Java Management Extensions (JMX) Communication on CVP3

User Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio Release 11.5 (1) - Rest_Client Integration2

 = In order to configure SAML SSO for PCCE, you need to create claim rules that specify the claims sent from ADFS to Cisco Identity Service as part of a successful SAML assertion. The claim rules define how to transform the incoming claims from the AD FS identity provider into the outgoing claims that are expected by the Cisco Identity Service relying party. The two claim rules that are required for PCCE are:

sAMAccountName - Logon names maintained for backward compatibility. This claim rule maps the sAMAccountName attribute from the AD FS identity provider to the uid attribute in the outgoing claim. The uid attribute is used to identify the authenticated user in the claim sent to the applications. The sAMAccountName attribute is the logon name used to support clients and servers from a previous version of Windows1.

E-Mail Address - For the Outgoing claim type. This claim rule maps the E-Mail-Addresses attribute from the AD FS identity provider to the mail attribute in the outgoing claim. The mail attribute is used to provide the email address of the authenticated user in the claim sent to the applications. The E-Mail-Addresses attribute is the primary email address of the user2.

The other options are not valid claim rules for PCCE. The user_principal option is not a valid attribute name in AD FS. The Unspecified option is not a valid claim type in AD FS. The uid option is not a valid attribute name in AD FS, but it is the outgoing claim type that is mapped from the sAMAccountName attribute.

References :=

AD FS 2.0 Setup for SAML SSO Configuration Example

Configure Single Sign-On with CUCM and AD FS 2.0

Checklist - Creating Claim Rules for a Claims Provider Trust

Notes on ADFS as SAML IdP for ISE User Portals

The CiscoCertUtil tool is a utility that helps you manage certificates on any Contact Center Enterprise machine for machine-to-machine secure communication across components. Some of the functions of the CiscoCertUtil tool are:

It generates certificate signing requests (CSR) that can be submitted to a certificate authority (CA) for obtaining CA-signed certificates. A CSR is a message sent from an applicant to a CA in order to apply for a digital identity certificate. It usually contains the public key for which the certificate should be issued, identifying information (such as a domain name) and integrity protection (such as a digital signature).

It generates self-signed certificates in the PFX format, which is a binary format for storing the server certificate, any intermediate certificates, and the private key in one encryptable file. PFX is an acronym for Personal Information Exchange. PFX files are typically used on Windows machines to import and export certificates and private keys.

It creates a log file pertaining to the operations that it performs for troubleshooting. The log file is located in the \icm\bin\CiscoCertUtil.log folder. The log file contains information such as the date and time of the operation, the command executed, the parameters used, the status of the operation, and any error messages.

It validates any certificate that is installed on the machine. It checks the validity period, the signature, the trust chain, and the revocation status of the certificate. It also displays the certificate details such as the subject, the issuer, the serial number, the thumbprint, and the public key.

References:

Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Certificate Management for Secured Connections

Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2) - Certificate Management for Secured Connections

Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1) - Certificate Management for Secured Connections

A certificate authority (CA) is a trusted entity that issues digital certificates for websites and other entities. CAs validate a website domain and, depending on the type of certificate, the ownership of the website, and then issue TLS/SSL certificates that are trusted by web browsers like Chrome, Safari and Firefox. Thus, CAs help keep the internet a safer place by verifying websites and other entities to enable more trust in online communications and transactions. Some of the roles of a CA in a trusted third-party CA certificate are:

To provide validation of certificate requests: A CA verifies the identity and authenticity of the certificate requester before issuing a certificate. The CA may use different methods of validation, such as domain validation, organization validation, or extended validation, depending on the type and level of assurance of the certificate. The CA may also check the revocation status of the certificate or the certificate chain to ensure that the certificate is not expired or revoked.

To issue a CA signed Identity certificates: A CA signs the certificate with its own private key, which attests to the validity and integrity of the certificate. The CA also provides the certificate with a serial number, a validity period, and other attributes. The CA signed certificate can be used by the certificate holder to prove its identity and establish secure connections with other parties.

References:

What is a CA? Certificate Authorities Explained

The Role of Certificate Authorities

The 5 most frequently Asked Questions about Certificate Authority (CA)

According to the Cisco documentation12, single sign-on (SSO) in PCCE can be implemented in one of these three modes:

SSO - Enable all agents and supervisors in the deployment for SSO. This mode requires the use of SAML assertions to exchange authentication and authorization details between an identity provider (IdP) and an identity service (IdS)1.

SAML - Security Assertion Markup Language (SAML) is an XML-based standard that allows the IdP to issue SAML assertions, which are packages of security information transferred from the IdP to the service provider for user authentication1. SAML is the underlying technology that enables SSO in PCCE2.

Hybrid - Enable agents and supervisors selectively in the deployment for SSO. Hybrid mode allows you to phase in the migration of agents from a non-SSO deployment to an SSO deployment and enable SSO for local PGs. Hybrid mode is useful if you have third-party applications that don’t support SSO, and some agents and supervisors must be SSO-disabled to sign in to those applications1.

Option A is incorrect because Non-SSO is the opposite of SSO, and it means continuing to use existing Active Directory-based and local authentication, without SSO1. Option C is incorrect because ldS is a typo for IdS, which is not a mode but a component of SSO. Option D is incorrect because ldP is a typo for IdP, which is also not a mode but a component of SSO.

References:

1: Single Sign-On - Cisco3

2: Cisco Packaged Contact Center Enterprise Features Guide Release 11.6 (1) - Single Sign-On [Cisco Packaged Contact Center Enterprise] - Cisco

SSO - Enable all agents and supervisors in the deployment for SSO.

Hybrid - Enable agents and supervisors selectively in the deployment for SSO. ...

Non-SSO - Continue to use existing Active Directory-based and local authentication, without SSO.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_12_6_1/maintenance/guide/pcce_b_features-guide-1261/pcce_b_features-guide-1261_chapter_01110.html

External voice DNs are sourced from CUCM in a CCE Dial Plan. External voice DNs are the DNs that are not associated with any CCE device, such as agent phones, VRU peripherals, or gateways. They are used to route calls to destinations outside the CCE network, such as PSTN numbers, voicemail, or other PBXs. CUCM is responsible for provisioning and managing these DNs and assigning them to the appropriate devices or trunks. CVP can also use external voice DNs to send calls to CUCM for further routing or treatment.

References:

Troubleshooting Cisco Contact Center Enterprise (CCET) course, Module 3: Troubleshooting Call Flow Issues, Lesson 3.1: Troubleshooting CCE Call Flows, Topic: CCE Dial Plan1

Configuration Guide for Cisco Unified Customer Voice Portal, Release 12.6 (1) - System Configuration [Cisco Unified Customer Voice Portal] - Cisco, Chapter: Dialed Number Pattern Configuration2

There are two types of upgrades available for CCE: Common Ground and Standard. A Common Ground upgrade is a type of upgrade that allows you to upgrade from one major release to another major release without having to rebuild your configuration. A Common Ground upgrade preserves your existing configuration and data, and applies the new features and enhancements of the new release. A Common Ground upgrade is supported for certain releases and deployment models, and requires a specific upgrade path. A Standard upgrade is a type of upgrade that allows you to upgrade from one minor release to another minor release within the same major release. A Standard upgrade also preserves your existing configuration and data, and applies the bug fixes and minor enhancements of the new release. A Standard upgrade is supported for all releases and deployment models, and does not require a specific upgrade path12. References:

Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.6 (1) - Upgrade Overview2

Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.5 (1) and 12.5 (2) - Upgrade Overview3

Remote sites are added using the Websetup tool, which is a web-based interface that allows administrators to configure and manage the Packaged Contact Center Enterprise (PCCE) deployment12. Websetup provides a wizard-like process that guides the user through the steps of adding a remote site, such as entering the site name, the PG hostnames or IP addresses, the PG client types, the Unified CM publisher and subscribers, the Finesse server, and the CVP servers1. Websetup also performs automated configuration tasks for the Unified CCE PG, the Unified CCE Rogger, and the CVP Reporting Server1.

Option A is incorrect because PG Setup is a tool that is used to configure the peripheral gateways (PGs) in the main site, not the remote sites3. Option B is incorrect because Initialization Wizard is a tool that is used to initialize the PCCE deployment, not to add remote sites4. Option C is incorrect because SPOG interface is a term that refers to the Single Pane of Glass interface, which is a web-based interface that provides a unified view of the PCCE system status, not a tool to add remote sites5.

References:

1: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide Release 11.6 (1) - Manage Remote Sites [Cisco Packaged Contact Center Enterprise] - Cisco

2: Troubleshooting Cisco Contact Center Enterprise (CCET) course, Module 1: PCCE Overview

3: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide Release 11.6 (1) - Configure Peripheral Gateways [Cisco Packaged Contact Center Enterprise] - Cisco

4: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide Release 11.6 (1) - Initialize the Deployment [Cisco Packaged Contact Center Enterprise] - Cisco

 If Cisco Unified ICM sends back a label of 91919191, the caller will hear ringing. This is because 91919191 is a special label that is used by Cisco Unified Customer Voice Portal (CVP) to play a ringtone to the caller while the call is being transferred to an agent or another destination1. The ringtone is a WAV file that is stored on the media server and is configured on the CVP Operations Console and the VXML gateway1. The label 91919191 is matched by a dial-peer on the VXML gateway that invokes a ringtone service and sends the ringback.wav file to the ingress voice gateway2. The caller will hear the ringtone until the call is connected or disconnected1.

References: Configuration Guide for Cisco Unified Customer Voice Portal, Release 11.6(1) - Unified ICM Configuration [Cisco Unified Customer Voice Portal] - Cisco1, Distributed Voice and VXML Gateway Design with CVP SIP - Cisco Community2

SSLUtil is a Cisco-provided utility that helps to configure web servers for use with TLS. It is located in the \icm\bin folder. It can be invoked in standalone mode or automatically as part of setup. It is used to manage IIS certificates on the CCE servers for web applications such as Unified CCE Administration, WebSetup, and ISE. References:

Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Certificate Management for Secured Connections

Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2) - Certificate Management for Secured Connections

 To upload CA signed certificates to VOS servers, you need to upload two types of certificates: the CA certificate and the CA signed certificate from CSR request. The CA certificate is the root or intermediate certificate that validates the identity of the CA that issued the signed certificate. The CA signed certificate from CSR request is the certificate that contains the public key and the identity information of the server. You need to upload both types of certificates for each application that requires a certificate, such as tomcat, tomcat-trust, callmanager, etc. Therefore, the correct answer is B and E.

References:

Troubleshooting Cisco Contact Center Enterprise (CCET), page 3-2

Implementing Cisco Contact Center Enterprise (CCEI), page 3-5

Cisco Unified Communications Operating System Administration Guide, page 6-1

An enterprise-focused Session Border Controller (SBC) providing voice and video connectivity from the enterprise IP network to service provider SIP trunks is Cisco Unified Border Element (CUBE). CUBE is a Cisco IOS software application that acts as a network border element between two or more VoIP networks, providing interconnectivity, security, and transcoding1. CUBE can be deployed on Cisco Integrated Services Routers (ISRs), Cisco Aggregation Services Routers (ASRs), or Cisco Cloud Services Routers (CSRs) in the enterprise network edge1. CUBE enables enterprises to use SIP trunking services from service providers, as well as interconnect their on-premises or cloud-based unified communications systems with other SIP networks1. CUBE also supports various features such as call admission control, media flow-through or flow-around, quality of service, and media recording1.

CUCM, CVP, and DNIS are not valid options for this question. CUCM stands for Cisco Unified Communications Manager, which is a call processing system that provides call control, device management, and user administration for Cisco IP telephony and video solutions2. CVP stands for Cisco Unified Customer Voice Portal, which is an interactive voice response system that provides self-service and call routing applications for contact centers3. DNIS stands for Dialed Number Identification Service, which is a feature that identifies the number dialed by the caller and passes it to the destination device. None of these products or features act as an enterprise-focused SBC providing voice and video connectivity from the enterprise IP network to service provider SIP trunks.

References: Cisco Unified Border Element Configuration Guide1, Cisco Unified Communications Manager Overview2, Cisco Unified Customer Voice Portal Overview3, Dialed Number Identification Service

Monitor mode is a feature of the Script Editor tool that allows the user to view the data flow in the script as it executes. Monitor mode displays the values of variables, labels, and expressions as the script runs. It also shows the path that the script takes through the various steps and branches. Monitor mode can be used to troubleshoot and debug scripts, as well as to verify the logic and functionality of the script. Monitor mode can be accessed by clicking the Monitor button on the toolbar or by pressing F5. References: Contact Center Enterprise Troubleshooting and Configuration - Cisco, page 17; Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.6(1), section “Scripting Specifics in a Packaged CCE Environment”.

= A call is assigned to a call type in the PCCE system when a call-routing script hits the first Queue to Skill Group node. This is because the call type is determined by the script that is associated with the dialed number of the call. The script is selected based on the routing client and the dialed number. The first Queue to Skill Group node in the script marks the point where the call type is assigned to the call. The call type is used for reporting and categorizing the call. The other options are not correct because they do not affect the call type assignment. The call type is not changed when the call terminates, when the call is post-routed from CVP, or when the call is routed to an agent. References :=

Call Types, Contact Data, and Scripting1

Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0 (1) - Call Types, Contact Data, and Scripting2

Cisco Packaged Contact Center Enterprise Features Guide, Release 12.5 (1) - Call Type3