Cisco Updated 500-052 Exam Questions and Answers by genevieve

To convert a high availability over LAN deployment to high availability over WAN, you need to reinstall the second Cisco Unified CCX node and add it to the cluster over WAN. This is because the high availability over WAN deployment requires a different network configuration and a different license than the high availability over LAN deployment12

The high availability over WAN deployment allows you to have two Cisco Unified CCX nodes in different geographical locations, connected by a WAN link with a minimum bandwidth of 1.544 Mbps and a maximum round-trip delay of 80 ms. The high availability over WAN deployment provides disaster recovery and business continuity in case of a site failure12

The high availability over WAN deployment requires a “WAN Standby” license, which is different from the “Warm Standby” license used for the high availability over LAN deployment. The “WAN Standby” license enables the second Cisco Unified CCX node to operate in a partial service mode, which means that it can accept and process calls, but it cannot access the historical data or the configuration data from the primary node. The “Warm Standby” license enables the second Cisco Unified CCX node to operate in a full service mode, which means that it can access all the data and functions of the primary node12

To convert a high availability over LAN deployment to high availability over WAN, you need to follow these steps:

• Backup the configuration and the historical data from the primary Cisco Unified CCX node2
• Uninstall the second Cisco Unified CCX node from the cluster2
• Reinstall the second Cisco Unified CCX node with the same software version and patch level as the primary node, but with a different IP address and hostname2
• Apply the “WAN Standby” license to the second Cisco Unified CCX node2
• Add the second Cisco Unified CCX node to the cluster over WAN by using the Cisco Unified CCX Administration web interface on the primary node2
• Restore the configuration and the historical data to the second Cisco Unified CCX node2
• Verify the high availability status and the data synchronization between the two nodes2

References: 1: Cisco Unified Contact Center Express Design Guide, Release 10.0(1) - High Availability [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 10.0(1) - High Availability [Cisco Unified Contact Center Express] - Cisco

To send an HTTP message, you should use the following Cisco Unified CCX steps:

• Send HTTP Response: This step allows the script to send an HTTP response to the client that initiated the HTTP request. The step specifies the HTTP status code, the content type, and the body of the response. The step can also set or delete cookies in the response. For more information on how to use the Send HTTP Response step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Send HTTP Response Step.
• Create URL Document: This step allows the script to create a URL document that contains the URL of a web page or application. The step specifies the URL, the method (GET or POST), and the parameters to be sent with the request. The step can also set or delete cookies in the request. The URL document can be used as an input for other steps, such as Write Document or Place Call. For more information on how to use the Create URL Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Create URL Document Step.

The following steps cannot be used to send an HTTP message:

• Write Document: This step allows the script to write a document to a file or a stream. The step specifies the document, the destination, and the encoding. The document can be any type of document, such as XML, plain text, or URL. The destination can be a local file, a remote file, or a media stream. The step can be used to write a URL document to a file or a stream, but it cannot send an HTTP message by itself. For more information on how to use the Write Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Write Document Step.
• Place Call: This step allows the script to place a call to a destination. The step specifies the calling address, the called address, the media termination, and the timeout. The calling address and the called address can be phone numbers, SIP URIs, or URL documents. The media termination can be a contact, a prompt, or a document. The step can be used to place a call to a URL document, but it cannot send an HTTP message by itself. For more information on how to use the Place Call step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Place Call Step.
• Cache Document: This step allows the script to cache a document in the memory of the Unified CCX server. The step specifies the document and the cache key. The document can be any type of document, such as XML, plain text, or URL. The cache key is a unique identifier for the document in the cache. The step can be used to cache a URL document, but it cannot send an HTTP message by itself. For more information on how to use the Cache Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Cache Document Step. References:
• Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 2: Cisco Unified CCX Scripting, Lesson 3: Cisco Unified CCX Scripting Steps, Topic: HTTP Contact Steps

 Control Center on Cisco Unified Contact Center Express Serviceability Comprehensive and Detailed Explanation: The Control Center on Cisco Unified Contact Center Express Serviceability is a web-based interface that allows you to start, stop, and restart Cisco Unified CCX services. You can also view the status of each service and the server on which it is running. The Control Center is accessible from the Navigation drop-down list on the Cisco Unified CCX Serviceability page. You can select either Network Services or Feature Services to manage the corresponding services. References: Cisco Unified Contact Center Express Operations Guide, Release 11.5 (1) - Cisco Unified CCX Serviceability1, Serviceability Tools1

The gadget to initiate or accept a call is common and is not tied to a specific tab on the Cisco Finesse agent desktop. The gadget is located in the call control area, which is a fixed section of the Finesse desktop that appears on every tab. The gadget provides the basic call control buttons, such as Answer, Hold, Retrieve, End, and Make Call. The gadget also displays the caller ID, the call state, and the call timer. The gadget changes depending on the situation and the call type. For example, the gadget shows different buttons for inbound, outbound, and consult calls12

The other options are not correct:

• The My Statistics tab hosts the gadget that shows the agent’s performance statistics, such as the number of calls handled, the average talk time, the average wrap-up time, and the service level12
• The Home tab hosts the gadget that shows the agent’s state, the reason code, and the state timer. The Home tab also allows the agent to change their state, sign out, or go to the Team Performance tab12
• The Manage Customer tab hosts the gadget that shows the customer information, such as the account number, the name, the address, and the call history. The Manage Customer tab also allows the agent to perform advanced call control actions, such as consult, transfer, and conference12

References: 1: Cisco Finesse Agent and Supervisor Desktop User Guide Release 12.0(1) - Cisco Finesse Desktop Interface [Cisco Finesse] - Cisco 1 2: How IT Works: Cisco Finesse Agent Desktop and UCCX | Mindsight 2