300-830 Sample Questions & Answers
Telephony architecture ties with tenant configuration and desktop-profile setup for the top weight, alongside AI-driven voice and digital flow design, plus digital channels spanning chat, email, SMS and social media.
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- Question 1IntermediateSelect 2
Telephony and Call Routing · Configure Webex Contact Center telephony integration via Local gateways
A voice engineer is configuring a Local Gateway (CUBE) to integrate with Webex Contact Center. Which TWO configurations are mandatory on the Cisco Unified Border Element to establish a successful secure SIP trunk to Webex? (Select TWO)
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Correct answers: B, C
Webex requires secure SIP signaling. The CUBE must be configured with a SIP TLS profile that trusts the Webex root certificates. Furthermore, the tenant-specific SIP URI must be configured in the dial-peer to properly route calls to the specific Webex Contact Center organization.
Webex requires secure SIP signaling. The CUBE must be configured with a SIP TLS profile that trusts the Webex root certificates. Furthermore, the tenant-specific SIP URI must be configured in the dial-peer to properly route calls to the specific Webex Contact Center organization.
- Question 2Beginner
Telephony and Call Routing · Configure inbound and outdial telephony options
When configuring an outdial entry point for Webex Contact Center agents, what primary function does the Outdial Automatic Number Identification (ANI) serve?
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Correct answer: A
The Outdial ANI is the configured Caller ID that will be presented to the external party when an agent makes an outbound call from the Webex Contact Center desktop.
- Question 3Intermediate
Telephony and Call Routing · Configure components to route voice calls within Webex Contact Center
During the configuration of call routing components in Webex Contact Center, an administrator must link an incoming telephone number to a specific flow. Which component serves as this linkage point?
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Correct answer: C
In Webex Contact Center, an Entry Point is the channel component that associates an incoming contact (such as a dialed telephone number) with a specific routing strategy (Flow).
- Question 4Intermediate
Telephony and Call Routing · Configure components to route voice calls within Webex Contact Center
A contact center manager wants to implement skill-based routing. Initially, calls should only route to agents with a 'Spanish' skill level of 8 or higher. If no agent is available after 30 seconds, the system should expand the search to agents with a skill level of 5 or higher. How is this behavior configured in Webex Contact Center?
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Correct answer: C
Skill Relaxation is configured directly within the Queue settings in Webex Contact Center. It allows administrators to define steps that gradually decrease (relax) the skill requirements after a specified wait time, expanding the pool of eligible agents.
- Question 5Beginner
Telephony and Call Routing · Configure components to route voice calls within Webex Contact Center
True or False: In Webex Contact Center, an individual Agent can be directly assigned to a Queue without being part of a Team.
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Correct answer: B
False. In the Webex Contact Center architecture, Agents must be assigned to a Team, and it is the Team (or a skill requirement mapping to agents within teams) that is associated with a Queue. You cannot bypass the Team hierarchy to directly assign a single agent to a queue.
- Question 6Intermediate
Telephony and Call Routing · Troubleshoot voice channels
While analyzing a voice routing flow in Flow Designer, you notice that callers are being disconnected immediately after hearing a welcome prompt, rather than being placed in the support queue. Based on the standard flow structure, what is the most likely cause?
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Correct answer: D
In Flow Designer, if a node's output path is left disconnected (or connected to a Disconnect node), the flow ends. If a caller hears the welcome prompt but is then dropped, the success/done path of the 'Play Message' node is likely not linked to the 'Queue Contact' node.
flowchart LR Start([Start]) --> PM[Play Message] PM -->|Disconnected Link| QC[Queue Contact] PM -.->|Actual Path| Drop([Disconnect])
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