Cisco® 500-051 Exam Practice Questions (P. 1)

An organization wants to collect an account number from a customer via IVR prompting. Then, using a keystroke macro, the customer wants to insert the account number into the account number field in the agents CRM desktop application. The keystroke macro will also initiate the
CRM desktop application, executing a database lookup from the CRM Database server to retrieve the customer record. Assuming the organization wants the lowest cost solution, what product does this organization need for this capability?

A Cisco Unified CCX deployment is licensed for 120 agent seats, out of which 70 agents log in as chat agents via an independent browser. How many agents will be able to service voice calls via
Cisco Agent Desktop in this scenario?

Which two resource selection criteria are available for a chat Contact Service Queue? (Choose two.)

Page 5 -

Which tool allows partners to perform these actions?
1.validate all parameters (for example, number of inbound agents, number of inbound and outbound IVR ports, etc.) of a target Cisco Unified CCX configuration
2.recommend servers based on the validated configuration (a prerequisite for the Cisco assessment-to-quality bid assurance process)

What does it mean for a variable in the Application Editor to be defined as a parameter?