Cisco 500-445 Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) Online Training

Cisco 500-445 Online Training

Exam Code: 500-445
Exam Name: Implementing Cisco Contact Center Enterprise Chat and Email (CCECE)
Certification Provider: Cisco
Latest update: Oct 23,2025

Question #11

In which two ways are chats transferred? (Choose two.)

A . Only open chat activities in which the customer has not left the chat session can be transferred.
B . Chats can be transferred to departments directly.
C . Agents can transfer the chat activities based on the Maximum Task limit setting.
D . Agents have unlimited transfers of chat activity.
E . Only one chat activity can be transferred at a time.

Question #12

What are four best practices before starting to troubleshoot ECE issues? (Choose four.)

A . Know the ECE version and Engineer Specials installed.
B . Collect all ECE services logs.
C . Understand the physical model, be it a centralized office or branch location, as well as the VoIP protocol.
D . Restart the ECE servers.
E . Upgrade to the latest Engineer Special.
F . Understand the Deployment Model, the call-flow, the messaging flow, and the configuration.
G . Understand the customer’s intent for the flow of emails and chats.

Question #13

Which sequence should be followed while starting ECE?

A . Services server, Message server, File server, Database server, Application server
B . No mandatory sequence is needed
C . Services server, Message server, Database server, File server, Application server
D . Services server, File server, Database server, Message server, Application server

Question #14

What are two ways the agent SSO functions in the ECE/CCE environment? (Choose two.)

A . Unified CCE agents configured for SSO in Unified CCE can now access the ECE gadget in Cisco Finesse, but they have to input their credentials.
B . SS0 allows administrators to check the status of agent and supervisor performance.
C . SS0 is not enabled by default; configuration is necessary.
D . SS0 allows agents, supervisors, and administrators to provide CCE credentials once and be authenticated across multiple disparate applications.
E . Unified CCE agents who are not configured for SSO in Unified CCE are not allowed to access the ECE gadget within Cisco Finesse.

Question #15

What is the formula for a standardized agent count for email?

A . Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 10
B . Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 6
C . Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 20
D . Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 4

Question #16

Which two changes should be made in the calendar when changes in daylight savings occur? (Choose two.)

A . Adjust the start time and end time for all shifts.
B . Delete the existing shift label before creating a new one for daylight saving time.
C . Change the timezone at the user group level.
D . Change the timezone at the system partition level.
E . Change the timezone at the department level.

Question #17

Which items must be configured before agents can reply to emails from customers?