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Q71. An organization wants to collect an account number from a customer via IVR prompting. Then, using a keystroke macro, they want to pop the account number into the account number field in the agent's 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. E. A. B. D. There is probably an interoperability problem between IPCC Express and the database. Answer: B Q76. With which product is Cisco unified CCX integrated in order to allow an agent to chat with an SME using CAD? A. cisco unified presence B. IP phone messenger C. webex connect D. Microsoft office communicator Answer: A Q77. What formula do you use to calculate the number of Voice Gateway ports? A. Erlang B B. Erlang A C. Erlang C D. IVR ports + agent phones Answer: A Q78. What issues notification messages for CRS engine errors? A. CDP B. syslog C. SNMP Trap D. Alarm Answer: C Q79. Which step must be executed before a DB Get step? A. Accept B. DB Read C. DB Write D. DB Release Answer: B Q80. Which two items are automatically installed on the Cisco Unified CCX server by the Cisco Unified Contact Center Egress Installer? (Choose two) A. IVR System Prompts B. Cisco Supervisor Desktop C. Unified Communications Operating System D. Cisco Unified Communications Manager E. Workforce Management F. Desktop Work Flow Administor Answer: AFRebirth cisco 642-165 book: