Free 500-445 Practice Test Questions and Answers (2026) | Cert Empire Practice Questions

In Cisco Enterprise Chat and Email (ECE), Script selector in CCE is mapped to the call type. A call type

is a category of interactions, such as chat, email, or voice, that are handled differently in the contact

center. Each call type can be associated with a script that contains the instructions that should be

executed in order to handle the interactions for that call type.

This command uses the OpenSSL tool to verify the authenticity and integrity of an ISO file by

checking the signature against a public key. The -sha256 option specifies to use the SHA-256

algorithm, -keyform der specifies the key format is DER, -verify option is used to specify the public

key file that is used to verify the signature and the -signature option is used to specify the signature

file. It uses the SHA-256 algorithm to generate a digest of the ISO image, and then compares it to the

digest that is stored in the signature file. If the digests match, it means the ISO file is authentic and

has not been tampered with.

It's important to note that, the actual command may vary depending on the specific operating

system and version of OpenSSL being used. Also, it's recommended to consult the Cisco

documentation and your Cisco support team for further assistance.

:

1. SS0 is not enabled by default; configuration is necessary. Single Sign-On (SSO) is not enabled by

default in Cisco ECE, and configuration is necessary in order to set it up. This configuration involves

setting up SSO on the Cisco ECE and Cisco Unified CCE side and configuring the SSO settings in Cisco

Finesse.

Reference:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_

compatibility_matrix/11_5/cec_b_crs-ece-11-5-compatibility-matrix.html

2. SS0 allows agents, supervisors, and administrators to provide CCE credentials once and be

authenticated across multiple disparate applications. This feature allows agents to sign on once and

access all the applications that they need, such as Cisco Finesse, Cisco ECE, and other web-based

applications,

without

having

to

sign

in

multiple

times.

Reference:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_

compatibility_matrix/11_5/cec_b_crs-ece-11-5-compatibility-matrix.html

It is the URL used to connect to the LDAP server for authentication during the Single Sign-On (SSO)

process. It is a standard URL format that specifies the protocol (ldap), the server name (idap_server)

and the port number (3268) used to connect to the LDAP server.

In Cisco Enterprise Chat and Email (ECE) architecture, the media routing peripheral gateway (MRPG)

of the Integrated Contact Manager (ICM) communicates with the ECE application server to route

chat and email interactions to the appropriate agent. The MRPG acts as an intermediary between the

ICM and the ECE server, directing interactions to the correct agent based on the configured routing

rules.

Reference: [1] https://docs.microsoft.com/en-us/windows-server/storage/file-servers/fileservers [2] https://www.lifewire.com/what-is-a-file-server- 817385 [3] https://www.webopedia.com/TERM/F/file_server.html [4] https://www.serveressentials.com/faq/what-is-file-server A file server is a computer or device that stores and manages files, allowing multiple users and devices to access the files over a network. 1. Application files: file servers typically store application files, which are files that are used by software programs. These files can include executable files, DLLs, configuration files, and other types of files that are needed to run the software. 2. System files: file servers also store system files, which are files that are used by the operating system. These files include system libraries, drivers, and other types of files that are required for the operating system to function properly. Reference: Microsoft: What is a File Server? Oracle: File Server Cisco: File Server File servers can also store other types of files such as user documents, media files, and other types of files, but the above mentioned files are some of the examples that are commonly stored in file servers.

The default value for the email media class set by the installer is Emailmediaclass. This media class is

used to route emails to the correct agent, queue, and database. The media class is configured in the

UCCE or EECE environment, and it can be changed by an administrator if needed.

Reference:

[1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris

e_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-

chat-admin-guide-

cec_chapter_01.html [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/con

tact_center/crs/express_compatibility_matrix/ececompatmatrx.html

In Enterprise Chat and Email (ECE), the Agent, Supervisor, and Administrator user objects are

mapped in Cisco Unified Contact Center Enterprise (UCCE). This allows UCCE to access the data and

information associated with ECE users and use it for reporting and analytics.

Reference:

[1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris

e_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-

chat-admin-guide-

cec_chapter_01.html [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/con

tact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-

cec/cec_b_enterprise-chat-admin-guide.html

The limit of concurrent agents per application server is 600 the limit of concurrent agents per

application server according to Cisco Unified Contact Center Enterprise (UCCE) version 11.5 and for

the hardware specification that meet the requirement. This recommended limit is based on the

assumption that all agents are using IP phones or soft clients and that the agents are using average

resources. However, It's important to keep in mind that this is just a recommended limit and it may

vary depending on the specific version of UCCE and the hardware specifications of the application

server.

In order to implement Agent Single Sign-on in the ECE/CCE environment, the SSL certificate must be

imported to ECE application servers for Unified CCE installations or the ECE server for Packaged CCE

installations. Additionally, ECE should be integrated with PCCE and the SPOG, and SS0 for CCE needs

to be configured before agent SSO for ECE will work.

Reference:

[1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris

e_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-

chat-admin-guide-cec_chapter_02.html

:

An MRD (multi-resource device) is a collection of skills, services, and route points that is associated

with a common communication medium. Skill groups are used to define the skills and services that

the agent needs to handle incoming calls, while route points are used to route calls to the agents.

Emails are transferred to queues based on the Media Class that they match. A Media Class is a set of

conditions that are used to match and route interactions to specific queues. Reference:

Cisco

UCCE

Administrator

Guide:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_

10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-

administration-guide_chapter_01000.html#topic_CACD2A1C2A43

Cisco

UCCE

System

Administration

Guide:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_

10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-

system-administration-guide_chapter_01100.html

To receive chat messages while registering the application for chat API integration, you must register

the webhooks callback URL. The webhooks callback URL is used to receive chat messages from the

chat API and can be used to trigger an action or response when a chat message is received. The other

options are not required for chat API integration.

Reference:

[1] https://developer.salesforce.com/docs/atlas.enus.live_agent_dev.meta/live_agent_dev/live_agent_webhooks_intro.htm [2] https://developer.sales

force.com/docs/atlas.en-

us.live_agent_dev.meta/live_agent_dev/live_agent_webhooks_registration.htm