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To be eligible for this certification exam, candidates should have a basic understanding of IP telephony and networking concepts. They should also have experience in operating and administering Cisco Contact Center Enterprise components. 500-442 exam is ideal for professionals working in roles such as systems administrators, technical support engineers, and network engineers who are responsible for maintaining Cisco Contact Center Enterprise infrastructure.
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Cisco 500-442 certification exam covers a wide range of topics related to Cisco Contact Center Enterprise solutions. These topics include the architecture and deployment models of the Cisco Contact Center Enterprise platform, the configuration of various components such as agents, skill groups, and teams, the creation of scripts using the Cisco Script Editor, the routing of calls using various algorithms and methods, and the generation of reports using the Cisco Unified Intelligence Center.
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Cisco 500-442 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting | 10% | - Utilize CUIC |
| Topic 2: Configuration and Implementation | 20% | - Utilize Finesse administration tool - Implement precision routing - Configure agent teams and supervisors |
| Topic 3: Overview | 20% | - Understand Contact Center basics - Explain call flow - Describe access tools - Describe CCE components and architecture |
| Topic 4: Advanced Configuration | 20% | - Configure roles and departments - Implement VXML applications - Configure RONA support |
| Topic 5: Advanced Features | 10% | - Understand CCE features beyond default |
| Topic 6: Basic Calls and Agent settings | 20% | - Configure basic call treatment - Build basic ICM scripts - Configure basic agent functionality - Deploy basic call settings |
