01. When addressing an ECE system crash, what is a sound initial troubleshooting step?
a) Rebuild the ECE SQL database from scratch.
b) Immediately reboot all of the ECE servers at once, before collecting any logs or diagnostic evidence about the crash.
c) Upgrade ECE to the latest Engineer Special.
d) Check the status of the ECE services and processes and review their logs to isolate the failure.
02. Which resource is essential for real-time troubleshooting of ECE operational issues?
a) A historical CUIC report summarizing the past day's, week's, and month's contact volumes
b) The chat template editor used to set the window's colors, fonts, and layout and the pre-chat form
c) A live view of ECE service and process health
d) The data-masking page where card, account, and identifier patterns and rules are defined
03. Agents report that ECE sessions disconnect frequently. Which layer should be investigated?
a) The ECE application and services server process health and the network path between the agent desktop and the ECE web tier
b) The data retention and purge and archival schedule configured for aged activities, emails, and attachments and transcripts
c) The agent's configured concurrent chat (maximum task) limit setting
d) The chat entry point template's colors, fonts, and branding
04. When ECE is not retrieving or sending customer email, what should you check first?
a) The chat entry point and pre-chat web form, the template and queue, and the workflow bound to them
b) The remote recipient server's health and queue depth, its greylisting and throttling, and its acceptance rules
c) The sending domain's email reputation and blocklist status, its SPF and DKIM alignment, and its DMARC policy
d) The retriever/dispatcher service status and the alias mail-server connectivity and credentials
05. A customer cannot start a chat from the company web page. Which area should an administrator check first?
a) The Cisco Identity Service reporting data sources that feed the CUIC real-time and historical reporting dashboards and gadgets
b) The customer-facing web server, the chat entry point and template, and reverse-proxy/DMZ reachability and certificate trust
c) The ICM dial plan and the CVP voice call-flow scripts that treat and queue inbound telephone calls on the voice side of the contact center
d) The retriever and dispatcher processes, the inbound and outbound email aliases, and the mailbox server connectivity and credentials
06. Which resource is essential for effectively troubleshooting ECE systems?
a) An email marketing campaign platform
b) The CVP Call Studio debugger used to trace voice self-service call-flow applications
c) The ECE service and process logs (retriever, dispatcher, application)
d) The CUCM device-pool configuration pages
07. You are planning where to place the ECE web server components during installation. Which two considerations apply?
(Choose two.)
a) The web server cannot be separated from its application server across a firewall.
b) The web server is optional and is not required for chat.
c) The web server components can be installed on a separate VM from the application server.
d) The web server components must always be installed on the same VM as the application server.
e) The web server can be installed outside the firewall, for example in a DMZ, so external customers can reach it.
08. What is the recommended first step when troubleshooting an ECE problem?
a) Delete and recreate the affected queue before checking any service
b) Map the reported symptom to the ECE service or layer that owns it (retriever/dispatcher, web server/entry point, MR PG, or Cisco IdS)
c) Re-run the ECE installer to reset the configuration
d) Simultaneously reboot the database and messaging servers, the application and services servers, and the web and file servers, assuming a restart fixes the fault
09. In the SSO configuration properties pane you are entering the LDAP URL used to reach the directory. Which URL uses the Active Directory Global Catalog port?
a) ldap://ldap_server:80
b) ldap://ldap_server:3269
c) ldap://ldap_server:3268
d) ldap://ldap_server:443
10. Which two statements correctly describe how chats are transferred in ECE?
(Choose two.)
a) Chats can be transferred to departments directly.
b) Agents can transfer chat activities based on the Maximum Task limit setting.
c) Agents have unlimited transfers of chat activity.
d) Only open chat activities in which the customer has not left the chat session can be transferred.
e) Only one chat activity can be transferred at a time.
Before you write the Cisco Implementing Contact Center Enterprise Chat and Email (500-445) certification exam, you may have certain doubts in your mind regarding the pattern of the test, the types of questions asked in it, the difficulty level of the questions and time required to complete the questions. These Advanced Unified Contact Center Enterprise Specialization (CCECE) sample questions and demo exam help you in removing these doubts and prepare you to take the test.
