500-052 Deploying Cisco Unified Contact Center Express Question and Answers

 According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), the two resource selection criteria that are available for a chat Contact Service Queue are longest available and most skilled. These are the criteria that determine how the chat contacts are routed to the available agents in the chat Contact Service Queue. The longest available criterion selects the agent who has been in the ready state for the longest time, regardless of the skill level. The most skilled criterion selects the agent who has the highest skill competency level for the chat Contact Service Queue, regardless of the ready time. These criteria can help to balance the workload and performance of the chat agents, and to match the chat contacts with the most appropriate agents. The other options are not valid resource selection criteria for a chat Contact Service Queue. Least skilled, most handled contacts, and random are not supported for chat routing, as they are not relevant or optimal for chat interactions. References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.3: Agent Web Chat, Page 33

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.

The Cisco Unified CCX Installer automatically installs the IVR System Prompts and the Unified Communications Operating System on the Cisco Unified CCX server. The IVR System Prompts are the default voice prompts that are used by the Unified CCX applications, such as the Script Editor and the Cisco Unified CCX Editor. The Unified Communications Operating System is the platform software that provides the basic functionality and security for the Unified CCX server, such as the CLI, the web interface, the database, and the license management. The Cisco Supervisor Desktop, the Cisco Unified Communications Manager, and the Workforce Management are not installed by the Cisco Unified CCX Installer. The Cisco Supervisor Desktop is a separate application that can be installed on a client PC to monitor and manage the Unified CCX agents. The Cisco Unified Communications Manager is a separate server that provides call control and signaling for the Unified CCX system. The Workforce Management is an optional component that can be purchased and installed separately to provide scheduling and forecasting capabilities for the Unified CCX agents. References := Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5(1), Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 Course Outline

Supervisor workflows are a feature of Cisco Finesse that allow supervisors to automate certain actions based on predefined criteria. For example, a supervisor can configure a workflow to send an email notification, play a sound, or launch a web page when a certain condition is met. The criteria that can be used to control supervisor workflows are based on the statistics of the skill groups or queues that the supervisor monitors. One of the criteria that can be used is the duration of the oldest call in queue, which indicates how long the longest waiting call has been in the queue. This criterion can help supervisors identify situations where the service level is not being met or the queue is overloaded, and take appropriate actions to resolve them. The other options, such as the length of time an agent is in the NotReady state, the number of agents logged in, or the number of calls abandoned, are not valid criteria for supervisor workflows. References: Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1) SU2, Cisco Supervisor Desktop

 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 Contact Center Express Control Center is a web-based interface that allows administrators to monitor and control the status of various Unified CCX services, engines, and components. The Control Center displays information such as the service name, description, status, start time, and date and time of most recent failure. The Control Center also provides options to start, stop, or restart services, engines, and components, as well as view logs and trace files. The Control Center does not show information about database replication status, system parameters configuration, or Cisco Unified Communications Manager cluster status, which are available from other Unified CCX tools or interfaces. References:

• Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX System Management, Section: Control Center
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]5, Module 4: Cisco Unified CCX Maintenance, Lesson 1: Cisco Unified CCX Serviceability and Maintenance, Topic: Cisco Unified CCX Serviceability Tools

A Contact Service Queue (CSQ) is a logical grouping of agents that share similar skills and can handle similar types of contacts. A CSQ is defined by three main fields: the Resource Selection Criteria, the Service Level, and the Overflow CSQ. The Resource Selection Criteria determines how the system selects the most appropriate agent for each contact based on the agent’s competency level and availability. The Service Level defines the percentage of contacts that should be answered within a specified time threshold. The Overflow CSQ specifies another CSQ to which the contacts are redirected when the current CSQ reaches its maximum capacity or when the contacts wait in the queue for too long. These three fields are essential for defining a CSQ in Cisco Unified Contact Center Express Enhanced. The other fields, such as Agent Name, Automatic Work, and CCX Application, are not used in defining a CSQ, but rather in configuring other aspects of the system, such as agent settings, workflow groups, and scripts. References: Cisco Unified Contact Center Express Design Guide, Release 11.0 (1), [Cisco Unified Contact Center Express Administration Guide, Release 11.0 (1)]

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/configuration/guide/UCCX_BK_CECBFBF7_00_cisco-unified-contact-center-express/UCCX_BK_CECBFBF7_00_cisco-unified-contact-center-express_chapter_0100.html

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 ability to look up customers in Cisco Context Service is provided by the Customer API, which allows you to search for customers by using various parameters, such as customer ID, name, email, phone number, and so on. The Customer API returns an array of customer objects that match the search criteria, along with a pagination token that can be used to retrieve the next page of results if there are more than 100 matching customers. The customer objects contain the customer ID, the customer data fields, and the links to the related activities and requests1, 2 References: Customer API, Customer Object

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 Control Center on Cisco Unified Contact Center Express Serviceability is the tool that allows you to start, stop, and restart Cisco Unified Contact Center Express services. The Control Center provides a web-based interface to manage the Unified CCX components and subsystems, such as Cisco Unified CM Telephony, Cisco Unified CM Administration, Cisco Unified CCX Engine, Cisco Unified CCX Administration, and so on. You can accessthe Control Center from the Tools menu on the Cisco Unified CCX Serviceability page. From the Control Center, you can perform the following tasks:

• View the status of each service on each node in the cluster.
• Start or stop a service on a specific node or on all nodes in the cluster.
• Restart a service on a specific node or on all nodes in the cluster.
• Activate or deactivate a service on a specific node or on all nodes in the cluster.
• Enable or disable the automatic startup of a service on a specific node or on all nodes in the cluster.
• View the dependencies and dependents of each service.
• View the logs and traces of each service1, pages 2-1 to 2-8. References: Cisco Unified Contact Center Express Serviceability Guide, Release 12.0 (1)

To troubleshoot a Cisco Unified Contact Center Express engine “Java out of memory” crash, you should perform the following steps:

• Collect the thread dump for Cisco Unified CCX Engine: A thread dump is a snapshot of the state of all the threads that are part of the process. The thread dump will show what each thread is doing, what resources they are holding, and what other threads they are waiting for. This can help identify any deadlocks, loops, or hung threads that could cause memory leaks or high memory usage. To collect the thread dump for Cisco Unified CCX Engine, use the Cisco Unified Real-Time Monitoring Tool (RTMT) and navigate to Trace and Log Central > Collect Files > Select Cisco Unified CCX Engine > Check Thread Dump > Finish. For more information on how to collect the thread dump, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Trace and Log Central, Subsection: Collecting Thread Dumps.
• Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool: The engine heap is the area of memory where the Cisco Unified CCX Engine stores the objects it creates and uses. The engine heap performance data will show how much heap memory is allocated, used, and freed by the engine, as well as the number and frequency of garbage collections. This can help identify any memory leaks, memory fragmentation, or insufficient heap size issues that could cause memory exhaustion or degradation. To collect the engine heap performance data, use the RTMT and navigate to System > Performance > Open Performance Monitoring > Select Cisco Unified CCX Engine > Select Heap Usage and GC Counters. For more information on how to collect the engine heap performance data, see the Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2), Chapter: Unified CCX Engine Heap Usage Monitoring.
• Talk to the customer about the deployment and usage pattern: The deployment and usage pattern of the customer will provide information about the configuration, load, and behavior of the Cisco Unified CCX system. This can help identify any factors that could contribute to the memory issues, such as the number of applications, scripts, sessions, agents, teams, skills, CSQs, triggers, historical reports, etc. The deployment and usage pattern can also help determine the best practices and recommendations for optimizing the system performance and avoiding memory problems. To talk to the customer about the deployment and usage pattern, use the Unified CCX 12.5 Sizing Tool and the Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1) as references.

The following steps are not required or not possible to troubleshoot a Cisco Unified Contact Center Express engine “Java out of memory” crash:

• Check to see if the customer has installed any third party applications: This step is not required, because the Cisco Unified CCX platform does not support the installation of any third party applications. The platform is a closed system that only allows the installation of Cisco-approved software and patches. Any attempt to install third party applications on the platform will cause the system to fail the integrity check and prevent the system from functioning properly. For more information on the platform compatibility and restrictions, see the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide, Release 12.5(1), Chapter: Platform Considerations, Section: Platform Compatibility.
• Collect heap dumps via the Cisco Unified Real-Time Monitoring Tool: This step is not possible, because the RTMT does not provide the option to collect heap dumps for the Cisco Unified CCX Engine. A heap dump is a snapshot of the memory allocation of the process, which shows the objects, classes, and references in the heap. A heap dump can be useful for analyzing the memory usage and finding memory leaks, but it requires a tool that can capture and read the heap dump file. The RTMT can only collect and view trace files, logs, and performance counters for the Cisco Unified CCX Engine. To collect heap dumps for the Cisco Unified CCX Engine, a different tool or method is needed, such as using the jmap command or the [Java VisualVM] tool.
• Check the Cisco Unified CCX Serviceability Control Center: This step is not helpful, because the Cisco Unified CCX Serviceability Control Center only shows the status and allows the control of the Cisco Unified CCX services and components. It does not provide any information or tools for troubleshooting memory issues or crashes. The Control Center can be used to start, stop, or restart the Cisco Unified CCX Engine service, but this will not resolve the root cause of the memory problem. To troubleshoot memory issues or crashes, other tools or methods are needed, such as using the RTMT, the CLI, or the web interface. For more information on the Cisco Unified CCX Serviceability Control Center, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Control Center - Network Services. References:
• Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1)
• Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2)
• Unified CCX 12.5 Sizing Tool
• Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1)
• Cisco Unified Contact Center Express Software and Hardware Compatibility Guide, Release 12.5(1)
• jmap
• [Java VisualVM]
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]8, Module 4: Cisco Unified CCX Maintenance, Lesson 1: Cisco Unified CCX Serviceability and Maintenance, Topic: Troubleshooting Cisco Unified CCX

The database subsystem is used to communicate with external database servers and execute SQL queries from Unified CCX applications. The database subsystem is available only if the system has a license installed for either the Unified IP IVR or Unified CCX Premium product packages. If the database subsystem is not configured, it will show as out of service on the Control Center page of AppAdmin. This means that the database subsystem is not operational and cannot process any requests from the applications. To configure the database subsystem, you need to add database resources and specify the connection parameters for each database server that you want to access from your applications. You also need to enable the database subsystem from the Control Center page after adding the database resources. References: Cisco Unified Contact Center Express Administration Guide, Release 11.5 (1) - Database Subsystem Configuration

 The Expression Editor panel of Cisco Unified CCX Script Editor is a tool that allows you to create and edit expressions that can be used in the script steps. The Expression Editor panel has two tabs: Script and Java. The Script tab allows you to create expressions using the Cisco Unified CCX Expression Language, which is a subset of the Java language. The Java tab allows you to create expressions using the full Java language12

There are three reasons to use the Java tab in the Expression Editor panel:

• To invoke a specified method of a custom Java class. A custom Java class is a user-defined class that extends the functionality of the Cisco Unified CCX Expression Language. You can create a custom Java class by using the Java Development Kit (JDK) and import it into the Cisco Unified CCX Script Editor. You can then use the Java tab to invoke the methods of the custom Java class by using the dot notation. For example, if you have a custom Java class named MyMath that has a method named square, you can use the Java tab to invoke the square method on a variable x by using the expression MyMath.square(x)12
• To reference a variable of a custom Java Object. A custom Java Object is an instance of a custom Java class that can be created and stored as a variable in the script. You can use the Java tab to reference the variable of a custom Java Object by using the dot notation. For example, if you have a custom Java Object named myObj that has a variable named name, you can use the Java tab to reference the name variable by using the expression myObj.name12
• To allow for arguments to be passed to a specified method. An argument is a value that is passed to a method when it is invoked. You can use the Java tab to pass arguments to a specified method by using the parentheses notation. For example, if you have a method named add that takes two arguments x and y and returns their sum, you can use the Java tab to pass the arguments 3 and 5 to the add method by using the expression add(3, 5)12

When Cisco Unified CCX is deployed with Cisco Unified Communications Manager Express (CME), the user management is done through the Application Administration web interface of Cisco Unified CCX. The user data, such as user ID, password, PIN, and roles, are stored in the Cisco Unified CCX database. The user synchronization between Cisco Unified CME and Cisco Unified CCX is done manually by using the Data Synchronization option in the Tools menu of the Application Administration web interface. The user data is not stored in the Cisco Unified CME database, nor is it managed by Cisco Unified CME. References:

• Deploying Cisco Unified Contact Center Express (UCCXD) v6.0
• Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 11.6(1) - Chapter 2: Preinstallation Tasks for Cisco Unified CCX

 Skills-based routing is a method of routing calls to agents based on their skills and competencies. In Cisco Unified CCX, skills are defined as attributes that agents possess, such as language, product knowledge, or technical expertise. Agents can have multiple skills assigned to them, with different competency levels ranging from 1 (lowest) to 10 (highest). Contact Service Queues (CSQs) are logical entities that represent a group of agents who share a common set of skills required to handle a specific type of call. CSQs are associated with one or more skills, and have a minimum competency level for each skill. The agent selection criteria for skills-based routing is defined in the CSQ definition, where the administrator can choose from three options: Most Skilled, Least Skilled, or Resource Pool. These options determine how the system selects the best available agent for a call based on the skill competency levels of the agents and the CSQ. For example, if the CSQ is configured with Most Skilled, the system will select the agent with the highest skill competency level that matches the CSQ requirement. If there are multiple agents with the same skill competency level, the system will use the secondary selection criteria, such as longest available or most handled contacts, to break the tie. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0, Cisco Unified Contact Center Express Administration Guide, Release 12.5(1)

 Wrap-up data is a feature that allows agents to enter a code or description that indicates the outcome or purpose of a call. This data can be used for reporting and analysis purposes. To enable wrap-up data, the administrator must configure the following settings in the Cisco Desktop Work Flow Administrator:

• In the Agent Desk Settings List, select the desktop setting to which you want to apply wrap-up data.
• In the Work mode on Incoming parameter, select Required with Wrapup Data or Optional with Wrapup Data. This determines whether the agent must or can enter wrap-up data after an incoming call.
• In the Work mode on outgoing parameter, select Required with Wrapup Data or Optional with Wrapup Data. This determines whether the agent must or can enter wrap-up data after an outgoing call.
• In the Wrapup Time parameter, enter the number of seconds that the agent has to enter wrap-up data before the agent state changes to Ready or Not Ready.
• In the Work Flow Groups pane, select the work flow group to which you want to assign wrap-up data reasons.
• In the Available Wrapup Data pane, select the wrap-up data reasons that you want to make available for the selected work flow group, and click the right arrow button to move them to the Work Flow Wrapup Data pane.
• Click the Apply button to save the changes. References:
• Deploying Cisco Unified Contact Center Express (UCCXD) v6.0
• Cisco Unified Contact Center Express Administration Guide, Release 11.6(1) - Chapter 4: Configuring Workflow Groups

According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), the maximum number of CTI ports that can be supported by a Cisco Unified Contact Center Express 8.0 Standard deployment is 300. This is the same as the maximum number of IVR ports that can be supported by the Standard deployment. The CTI ports are used to route calls to agents or to play prompts and collect caller input. The number of CTI ports depends on the number of concurrent calls that the system needs to handle and the call flow design. The Standard deployment supports up to 150 agents and 300 IVR ports or CTI ports. References := Cisco Unified Contact Center Express Design Guide, Release 8.0(1), page 2-7.

To deploy a Cisco Unified CCX application, the following tasks are required:

• Create a trigger: A trigger is a phone number or a URI that is associated with an application and invokes a script when it is dialed or requested. A trigger defines the type of communication (voice or HTTP), the maximum number of sessions, and the script to be executed. To create a trigger, use the Cisco Unified CCX Administration web interface and navigate to Applications > Trigger Management. For more information on how to create a trigger, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX Application Configuration, Section: Trigger Management.
• Upload script to repository: A script is a set of instructions that defines the call flow and logic of an application. A script is created using the Cisco Unified CCX Editor, which is a graphical tool that allows users to drag and drop steps, variables, and expressions. To upload a script to the repository, use the Cisco Unified CCX Editor and select File > Save Script As. For more information on how to upload a script, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Saving and Uploading Scripts, Section: Saving and Uploading Scripts.
• Specify the maximum number of sessions: The maximum number of sessions defines how many concurrent calls or requests an application can handle. The maximum number of sessions is configured at the trigger level and depends on the license type and the available system resources. To specify the maximum number of sessions, use the Cisco Unified CCX Administration web interface and navigate to Applications > Trigger Management. For more information on how to specify the maximum number of sessions, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX Application Configuration, Section: Trigger Management.

The following tasks are not required to deploy a Cisco Unified CCX application:

• Restart the Cisco Unified CCX Engine: The Cisco Unified CCX Engine is a service that runs on the Unified CCX server and executes the scripts associated with the applications. The Cisco Unified CCX Engine does not need to be restarted after deploying an application, unless there is a change in the system configuration or a problem with the service. To restart the Cisco Unified CCX Engine, use the Cisco Unified CCX Serviceability web interface and navigate to Tools > Control Center - Network Services. For more information on how to restart the Cisco Unified CCX Engine, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Control Center - Network Services.
• Configure default session timeout: The default session timeout defines how long an idle session can remain active before it is terminated by the system. The default session timeout is configured at the system level and applies to all applications. The default session timeout does not need to be configured for each application, unless there is a specific requirement to override the system value. To configure the default session timeout, use the Cisco Unified CCX Administration web interface and navigate to System > System Parameters. For more information on how to configure the default session timeout, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX System Configuration, Section: System Parameters. References:
• Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1)
• Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1)
• Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]5

In a Cisco Unified Contact Center Express deployment with Cisco Unified Communications Manager Express, the embedded browser feature is disabled on the Cisco Agent Desktop. The embedded browser feature allows the agent to view web pages or applications within the Cisco Agent Desktop window, such as customer information, scripts, or web chat. However, this feature requires the Cisco Unified Communications Manager to provide CTI data to the Cisco Agent Desktop, which is not supported by the Cisco Unified Communications Manager Express. Therefore, the embedded browser feature is not available when using Cisco Unified Communications Manager Express as the call control system. References := Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1) SU3, Chapter 2: Preinstallation Tasks for Cisco Unified CCX, Cisco Unified Communications Manager Express, page 2-11.

 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 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

 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 three tasks that an agent can perform using email are:

• Save the response as a draft. An agent can save an email response as a draft and resume working on it later. The draft email is stored in the agent’s personal folderand can be accessed from the email control bar. The agent can edit, delete, or send the draft email at any time1.
• Transfer the email to another CSQ. An agent can transfer an email to another Contact Service Queue (CSQ) if the email requires a different skill set or expertise. The agent can select the destination CSQ from a list of available CSQs and add an optional note for the next agent. The email is then removed from the agent’s work area and placed in the selected CSQ2.
• Transfer the email to another agent. An agent can transfer an email to another agent if the email requires a specific agent to handle it. The agent can select the destination agent from a list of available agents and add an optional note for the next agent. The email is then removed from the agent’s work area and placed in the selected agent’s personal folder3.

The other options are not correct because:

• Send the response to the supervisor for review. An agent cannot send an email response to the supervisor for review before sending it to the customer. The agent can only send the email response directly to the customer or save it as a draft4.
• Mark the email as urgent. An agent cannot mark an email as urgent. The urgency of an email is determined by the email server based on the email header. The agent can only view the urgency of an email, but cannot change it5.
• Mark the email as junk. An agent cannot mark an email as junk. The junk email filtering is done by the email server based on the email content and sender. The agent can only view the junk status of an email, but cannot change it6.

References: 1: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 2: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 3: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 4: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 5: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 6: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco