Which two guidelines are recommended when configuring agent phones for Cisco Unified CCX agents? (Choose two.)
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A. B. C. D. E.AC.
Follow these guidelines when configuring agent phones for Unified CCX agents: -> Choose Device > Phone in Unified Communications Manager Administration.
The Find and List Phones window is displayed.
Enter search criteria to locate a specific phone and click Find.
A list of phones that match the search criteria is displayed.
Click the device name of the phone to which you want to add a directory number.
The Phone Configuration window is displayed.
In the Unified Communications Manager Administration Phone Configuration web page, select the required Association Information (on the left) to get to the Directory Number Configuration web page.
On this page, make the following changes: - In the Multiple Call/Call Waiting Settings section, set the Maximum Number of Calls to 2 (default is 4) for Cisco Unified IP Phones 7900 Series and 3 for Cisco Unified IP Phones 8961, 9951, and 9971
- In the Multiple Call/Call Waiting Settings section, set the Busy Trigger value to 1 (default is 2)
- In the Call Forward and Call Pickup Settings section, verify that you do not forward any Unified Communications Manager device to the Unified CCX extension of an agent.
- In the Call Forward and Call Pickup Settings section, verify that you do not configure the Unified CCX extension of an agent to forward to a Unified CCX route point.
-> Always disable (turn off) Secure Real-Time Transport Protocol (SRTP) when configuring a Cisco Unified Communications product.
You can disable SRTP for a specified device or for the entire Unified Communications Manager: - For a specified deviceChoose Device > Phone.
In the Find and List Phone page, select the required phone device.
In the Phone Configuration page for the selected phone, scroll down to the Protocol Specific Information section.
To turn off SRTP on the phone device, select any one of the Non Secure SCCP choices from the drop-down list in SCCP Phone Security Profile or SCCP Device Security Profile field.
Profile auth by - - For the entire Unified Communications Manager clusterChoose System > Enterprise Parameters.
In the Enterprise Parameters Configuration page, scroll down to the Securities Parameters section, to verify that the corresponding value for the Cluster Security Mode field is 0
This parameter indicates the security mode of the cluster.
A value of 0 indicates that phones will register in nonsecure mode (no security)
-> The Unified CCX extension for the agent must be listed within the top 4 extensions on the device profile.
Listing the extension from position 5 on will cause Unified CCX to fail to monitor the device, so the agent will not be able to log in.
-> Do not forward any Unified Communications Manager device to the Unified CCX extension of an agent.
-> Do not configure the Unified CCX extension of an agent to forward to a Unified CCX route point.
-> Do not use characters other than the numerals 0 to 9 in the Unified CCX extension of an agent.
-> Do not configure two lines on an agent phone with the same extension when both lines exist in different partitions.
-> Do not assign a Unified CCX extension to multiple devices.
-> Do not configure the same Unified CCX extension in more than one device or device profile.
(Configuring a Unified CCX extension in one device or device profile is supported.) -> To use Cisco Unified IP Phones 9900 Series, 8900 Series, and 6900 Series as agent devices, the RmCm application user in Unified Communications Manager needs to have "Allow device with connected transfer/conference" option assigned to itself.
Cisco Unified Contact Center Express (Unified CCX) is a solution that enables organizations to deliver customer contact center services through an IP network. When configuring agent phones for use with Unified CCX, there are several guidelines that should be followed to ensure optimal performance and efficiency. Two of these guidelines are as follows:
A. In the Multiple Call/Call Waiting Settings section, set the Maximum Number of Calls to 2.
This guideline refers to the maximum number of calls that an agent phone can handle simultaneously. In general, it is recommended to limit the number of concurrent calls to two for each agent phone to ensure that the agent is not overwhelmed and can provide high-quality customer service. However, the specific maximum number of calls that can be handled by each agent phone may vary depending on the organization's needs and resources.
B. In the Multiple Call/Call Waiting Settings section, set the Busy Trigger value to 2.
The Busy Trigger value determines how many calls can be placed on hold on an agent phone before a busy signal is sent to new incoming calls. By setting the Busy Trigger value to 2, the agent phone can handle two calls simultaneously and any additional incoming calls will receive a busy signal. This helps to ensure that the agent is not overloaded and can handle each call with sufficient attention and care.
C. The Unified CCX extension for the agent must be listed within the top four extensions on the device profile.
This guideline ensures that the Unified CCX extension for the agent is easily accessible and visible on the agent phone. By listing the extension within the top four extensions on the device profile, the agent can quickly identify incoming calls from the contact center and easily transfer or conference calls as needed.
D. In the Multiple Call/Call Waiting Settings section, set the Maximum Number of Calls to at least 3.
This guideline suggests setting the maximum number of calls to at least three to ensure that agents can handle a reasonable number of calls while still providing high-quality customer service. However, it is important to note that setting the maximum number of calls too high may overload the agent and result in poor call quality.
E. Always enable SRTP when configuring an agent phone.
Secure Real-Time Transport Protocol (SRTP) is a security feature that encrypts voice and video data transmitted over a network. Enabling SRTP helps to ensure the confidentiality and integrity of sensitive customer information, such as credit card numbers and personal identification information (PII). Therefore, it is recommended to always enable SRTP when configuring an agent phone to ensure the security of customer data.