500-442Updated 1d ago · Sep 4, 2026
500-442 CCEA: Administering Cisco Contact Center Enterprise
60 questions across 1 topics, with suggested answers, explanations where available, and imported community discussion. The first 6 questions are free to preview.
Topics
| # | Topic | Questions | Free |
|---|---|---|---|
| 1 | Overview | 60 | 6 |
Preview
6 of 60 accessibleQuestion 1 · Overview Open
What are the two main roles of the PSTN and voice gateway in a Unified CCE solution? (Choose two.)
Answer: B, C
The PSTN delivers inbound calls to the ingress voice gateway. A voice gateway can manipulate called digits—for example, by prepending digits before it forwards the call to downstream contact-center components. Intelligent routing to an agent is handled by Unified CCE/CVP call-control functions, and IVR treatment is provided by voice-browser components such as VVB.
**Learn more:** [Cisco Unified CCE Solution Design Guide — Contact Center Enterprise Solutions Overview](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/design/guide/ucce_b_ucce_soldg-for-unified-cce-1501/rcct_m_contact-center-enterprise-solutions-overview_15_0.html) · [Cisco Hosted Collaboration Solution for Contact Center Design Guide](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/hcs-cc/12_5_1/Solution_Design_Guide/hcscc_b_soldg-for-hcs-cc-12_5.pdf)
Question 2 · Configuration and Implementation Open
For CCE deployments, which two configuration tasks can be completed through the Finesse Server Administration page? (Choose two.)
Answer: B, E
Cisco Finesse Administration provides workflow management and reason-code administration for agent states such as Not Ready, Sign Out, and Wrap-Up. Unified CCE routing scripts and skill groups are maintained through CCE administration tools rather than the Finesse administration console. [Cisco Finesse Administration Guide — Manage Team Resources](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1261/admin/guide/cfin_b_1261-cisco-finesse-administration-guide/cfin_m_1261-manage-team-resources.html)
**Learn more:** [Cisco Finesse Administration Guide — Manage Team Resources](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1261/admin/guide/cfin_b_1261-cisco-finesse-administration-guide/cfin_m_1261-manage-team-resources.html) · [Cisco Finesse Server Installation Guide](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1201/installation/guide/cfin_b_cisco-finesse-installation-and-upgrade/cfin_b_cisco-finesse-installation-and-upgrade_chapter_010.pdf)
Question 3 · Overview Open
Which two data sources does the Cisco Unified Intelligence Center (CUIC) access to retrieve data for rendering reports? (Choose two.)
Answer: A, E
CUIC uses the Cisco Customer Voice Portal Reporting Server as the data source for Unified CVP reports. For Unified CCE reports, CUIC uses the Administration and Data Server with the Historical Data Server (AW-HDS) as its report data source.
**Learn more:** [Cisco Unified Intelligence Center deployment models](https://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_911/design/guide/CUIC_BK_S53C8D8E_00_srnd-911_chapter_011.html) · [Cisco Unified Contact Center Enterprise Serviceability Guide 15.0(1): Product Architecture](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/configuration/guide/ucce_b_serviceability-guide-for-cisco-unified-icm-contact-center-enterprise-release-15-0/product_architecture.html)