Cisco Deploying Cisco Unified Contact Center Express 500-052 Exam Dumps: Updated Questions & Answers (October 2025)

To run a 30-port outbound IVR campaign, the customer needs to purchase 30 outbound IVR ports and 15 agent seats in addition to the 200 Cisco Unified CCX Premium agent seats. This is because the outbound IVR ports are not included in the Premium package and need to be purchased separately as an add-on component1. The outbound IVR ports are used to dial out to customers and play prompts or transfer calls to agents. The outbound IVR ports are also consumed by the agents who are logged in to the outbound campaign. The ratio of outbound IVR ports to agents is 2:1, which means that for every two outbound IVR ports, one agent seat is required2. Therefore, to run a 30-port outbound IVR campaign, the customer needs 15 agent seats for the outbound agents. The customer does not need to purchase a gateway or a router, as these are network devices that are not related to the outbound IVR campaign. References := Cisco Unified Contact Center Express 12.5 Data Sheet, page4. Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 9.0(1), page 2-3.

he gateway is the option that can perform Call Progress Analysis (CPA) in outbound IVR. CPA is a DSP algorithm that analyzes the RTP voice stream to look for special information tones (SIT), fax or modem tones, human speech, and answering machine tones. CPA also passes the voice information to Cisco IOS or CUBE. CPA is initiated on receiving a new SIP INVITE with x-cisco-cpa content. The gateway detects non-live contact with its CPA capabilities and sends the status of the non-live contact to the dialer. The dialer then decides whether to redirect the call to UCCX or terminate the call based on the CPA event. References: Cisco Unified Border Element Configuration Guide - Cisco IOS XE 17.6 Onwards - Call Progress Analysis, IVR-Based Outbound Dialer Troubleshooting

The default eMail address in the eMail Subsystem Configuration page is used as the From address in the Send eMail step if no address is specified. This is useful when you want to send emails from a generic or default address without having to specify it in every Send eMail step. The default eMail address can be configured in the Unified CCX Administration web interface, under Subsystems > eMail > eMail Subsystem Configuration. You can also specify the default eMail address in the script editor, using the Set Default eMail Address step. References := Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 > Module 3: Implementing Cisco Unified Contact Center Express Scripting > Lesson 3: Implementing Basic Scripting Techniques > Topic 3.3: Sending an E-mail Message1

A supervisor who does not have administrative privilege can perform the following Cisco Unified Contact Center Express Application Administration tasks:

Remove a skill from a CSQ: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A Contact Service Queue (CSQ) is a logical grouping of agents based on their skills. A supervisor can remove a skill from a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to remove a skill from a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.

Enable automatic work on a CSQ: Automatic work is a feature that allows agents to automatically enter the work state after they finish a call or chat. This prevents the agents from receiving new contacts until they are ready. A supervisor can enable automatic work on a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to enable automatic work on a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.

Modify the skill competence level of an agent: The skill competence level is a numerical rating that indicates the proficiency of an agent in a certain skill. The skill competence level can range from 1 (lowest) to 10 (highest). A supervisor can modify the skill competence level of an agent by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to modify the skill competence level of an agent, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.

The following tasks cannot be performed by a supervisor who does not have administrative privilege:

Delete a resource group: A resource group is a collection of agents who share common characteristics, such as location, function, or availability. A resource group can be used to organize agents for reporting and administration purposes. Only an administrator can delete a resource group by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resource Groups. For more information on how to delete a resource group, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resource Groups.

Create a resource: A resource is an entity that can handle customer contacts, such as an agent, a supervisor, or an IVR port. A resource can be associated with one or more resource groups, teams, and skills. Only an administrator can create a resource by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to create a resource, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.

Delete a skill: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A skill can be assigned to one or more agents and CSQs. Only an administrator can delete a skill by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Skills. For more information on how to delete a skill, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Skills. References:

Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1)

[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]5

 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 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 invalid deployment option for Cisco Unified Contact Center Express is two Cisco Unified Contact Center Express clusters, each with two nodes, connected to the same Cisco Unified Cisco Unified Communications Manager cluster. This option is not supported because Cisco Unified Contact Center Express does not allow multiple clusters to share the same Cisco Unified Communications Manager cluster. Each Cisco Unified Contact Center Express cluster must have its own dedicated Cisco Unified Communications Manager cluster1.

The other options are valid deployment options for Cisco Unified Contact Center Express:

A two-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager cluster. This option is supported and provides high availability and redundancy for both Cisco Unified Contact Center Express and Cisco Unified Communications Manager. A two-node Cisco Unified Contact Center Express cluster consists of a primaryand a secondary node that can synchronize data and take over the call processing in case of a failure2.

A one-node Cisco Unified Contact Center Express cluster connected to two Cisco Unified Communications Manager clusters. This option is supported and provides redundancy for Cisco Unified Communications Manager. A one-node Cisco Unified Contact Center Express cluster consists of a single node that handles all the call processing and administration functions. A one-node Cisco Unified Contact Center Express cluster can connect to two Cisco Unified Communications Manager clusters using the Intercluster Lookup Service (ILS) feature3.

A one-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager Express router. This option is supported and provides a cost-effective and simplified solution for small and medium-sized businesses. A one-node Cisco Unified Contact Center Express cluster can connect to a Cisco Unified Communications Manager Express router using the Skinny Client Control Protocol (SCCP) or the Session Initiation Protocol (SIP)4.

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 Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 4: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco

 The option that can be configured while installing Cisco Unified CCX on Cisco UCS servers is the NTP server. The NTP server is used to synchronize the time between the Unified CCX nodes and other components such as CUCM, LDAP, and SMTP servers. The NTP server must be configured on the first node before installing the second node, otherwise the installation will fail. The NTP server can be configured in the basic configuration information that is required during installation. The DNS server, the SMTP server, and the CUCM server are not configured during the installation, but they can be configured later in the Unified CCX Administration web interface. References := Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 > Module 2: Implementing Cisco Unified Contact Center Express > Lesson 2: Installing Cisco Unified Contact Center Express > Topic 2.2: Installing Unified CCX1

The CallSubflow step and the Trigger Application step are two Cisco Unified CCX steps that can invoke another Cisco Unified CCX application script. The CallSubflow step allows a script to call another script as a subflow, which can return values to the calling script. The Trigger Application step allows a script to trigger another application by using one of its associated triggers, which can be either a Unified CM Telephony trigger or an HTTP trigger. Both steps can be used to modularize the script logic and reuse existing scripts. References: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.0(1) - Call Subflow Step 1 and Trigger Application Step 2

The three components that are installed from the Cisco CRS Installer media are the Cisco CRS Engine, the Cisco Recording, and the MS SQL Server. The Cisco CRS Engine is the core component of the Unified CCX system that provides the call processing, scripting, and application integration functions. The Cisco Recording is the component that enables the recording and playback of agent calls for quality monitoring and training purposes. The MS SQL Server is the component that provides the database services for the Unified CCX system, such as storing configuration data, historical data, and agent data. The other components listed are not installed from the Cisco CRS Installer media. The iPlanet Web Server is not used by the Unified CCX system, as it uses the Apache Tomcat Web Server instead. The Cisco IP Telephony Windows 2000 Server OS is not a component of the Unified CCX system, as it uses the Linux-based Cisco Unified Communications Operating System. The Cisco Unified CallManager is not a component of the Unified CCX system, but a separate product that provides the call control and signalingfunctions for the IP telephony network. References := Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 > Module 2: Implementing Cisco Unified Contact Center Express > Lesson 1: Installing Cisco Unified Contact Center Express > Topic 1.1: Cisco Unified CCX Installation Overview1