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  • [2026年08月10日] 500-442テストエンジンお試しセット、500-442問題集PDF [Q11-Q32]

[2026年08月10日] 500-442テストエンジンお試しセット、500-442問題集PDF [Q11-Q32]

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[2026年08月10日] 500-442テストエンジンお試しセット、500-442問題集PDF

最新のCisco 500-442のPDFと問題集で（2026）無料試験問題解答

質問 # 11
What is the suggested mechanism to offer coaching to agents by supervisors?

  • A. Email
  • B. Whisper coaching
  • C. TeamMessage
  • D. Desktop chat

正解：B

解説：
Cisco CCE provides supervisors with several real-time monitoring and intervention tools. For coaching agents during live calls, a specific mechanism exists that allows supervisors to communicate without the customer hearing.
Why the Correct Answer is Right: D is correct. Whisper Coaching is the Cisco CCE feature specifically designed for supervisor coaching of agents during live calls. The supervisor can join the call in whisper mode-only the agent hears the supervisor's coaching, while the customer cannot hear the supervisor. This is the recommended mechanism for real-time agent coaching as documented in the Cisco Finesse Supervisor Guide.
Why Each Incorrect Answer is Wrong: A is wrong because TeamMessage allows supervisors to send broadcast text messages to their team through Finesse-this is for general announcements, not real-time call coaching. B is wrong because Desktop chat allows text communication but is not suitable for real-time coaching during a live customer call-it would distract the agent. C is wrong because Email is asynchronous communication, entirely unsuitable for real-time coaching during a live customer call where immediate guidance is needed.
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質問 # 12
In Finesse, how are different gadgets enabled for specific team members?

  • A. Only the same type and configuration of gadgets are supported for all users.
  • B. Ask an administrator to configure the team with a custom layout.
  • C. Ask the supervisor to add the gadget to the agents desktop.
  • D. Ask the agent to add the gadget to his desktop after launching Finesse.

正解：B

解説：
Different gadgets are enabled for specific team members in Finesse by having an administrator configure the team with a custom layout. This approach allows for the customization of the Finesse desktop interface to meet the specific needs of different teams or roles within the contact center, enhancing productivity and user experience.References:Cisco Finesse Administration documentation outlines how to customize the Finesse desktop for teams, including the configuration of gadgets and layouts.


質問 # 13
Which server holds the .wav files on a UCCE environment?

  • A. ICM Router
  • B. Media Server
  • C. CVP reporting server
  • D. VXMLGW

正解：B


質問 # 14
What are the two main features of theCisco VVB? (Choose two.)

  • A. supports only one language forCisco VVBserver prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
  • B. allows an agent to retrieve the required information through voice commands without interacting with a customer
  • C. provides a more comprehensive and effective agent service by efficiently handling call traffic with self-service or fast transfer to the correct customer the first time
  • D. allows customers to retrieve the required information through voice commands without interacting with an agent
  • E. provides multilingual support forCisco VVBserver prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities

正解：D、E

解説：
Explanation
Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. Cisco VVB has the following features: * Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies. * Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configu


質問 # 15
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)

  • A. CUCMAPI
  • B. answer Calls from Skill groups and PQs
  • C. log in to CCE admin
  • D. view Team gadget in Finesse
  • E. CUC login

正解：B、D


質問 # 16
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor. Where can this task be accomplished?

  • A. Configuration Manager
  • B. Domain Manager
  • C. CCE Admin page
  • D. Active Directory

正解：C


質問 # 17
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)

  • A. CUCMAPI
  • B. answer Calls from Skill groups and PQs
  • C. view Team gadget in Finesse
  • D. log in to CCE admin
  • E. CUC login

正解：C、D

解説：
Supervisors have capabilities in the Cisco Contact Center environment that agents do not, including:A.View Team Gadget in Finesse:Supervisors have access to the Team Performance gadget in Cisco Finesse, allowing them to monitor the real-time performance and status of their team members, which is not typically available to agents.D.Log in to CCE Admin:Supervisors often have administrative privileges that allow them to access the Cisco Contact Center Enterprise Administration interface for configuration and management tasks, a capability not available to standard agents.References:Cisco Finesse and CCE documentation outline the roles and capabilities within the contact center platform, including the specific tools and gadgets available to supervisors versus agents.


質問 # 18
Which tool can be used to verify the configuration of Basic Call settings?

  • A. Router Log Viewer
  • B. Deleted Objects tool
  • C. Call Tracer
  • D. ICM Script Editor

正解：C

解説：
the Call Tracer tool can be used to verify the configuration of Basic Call settings. This tool allows administrators to trace the progress of a call from the time it is placed until it is routed to the correct destination.
The tool used to verify the configuration of Basic Call settings in Cisco's contact center solutions is:D.Call Tracer:Call Tracer allows administrators to trace the call flow and verify how calls are handled based on the current configuration. It's an essential tool for diagnosing and troubleshooting call processing issues and ensuring that call settings are correctly configured.References:Cisco's documentation on tools and utilities for contact center solutions often includes information on Call Tracer and its use in verifying call configurations and troubleshooting call flow issues.


質問 # 19
How can the Extension Mobility feature be described?

  • A. As part of the configuration, both device profiles and phones need to be added to the pg user account.
  • B. The Cisco Unified CM feature that allows Agents to temporarily access their Cisco Unified IP Phone configuration, such as line appearances, services, and speed dials, from other Unified IP Phones.
  • C. As part of the configuration, the Device profile needs to be created in CCE and associate each Device Profile with the appropriate Agent.
  • D. The Extension Mobility Cross Cluster works on phones that are located in the same Unified CM cluster.

正解：B

解説：
Explanation
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_5_2/ccmfeat/CUCM_BK_C3A84B33_0


質問 # 20
Which two functionalities should a Contact Center typically be provided? (Choose two.)

  • A. TCP/IP
  • B. Skill-Based Routing
  • C. IVR and Queuing
  • D. Surveys
  • E. Routing Protocols

正解：B、C

解説：
A Contact Center typically needs to provide the following functionalities:A.Skill-Based Routing:This functionality allows the Contact Center to route calls to the most appropriate agent based on their skills, ensuring that customers are matched with agents who can best address their needs.C.IVR and Queuing:Interactive Voice Response (IVR) systems and queuing mechanisms are crucial for managing incoming calls, providing self-service options, and efficiently managing caller wait times until an appropriate agent is available.References:Cisco's documentation on Contact Center solutions, including Unified Contact Center Enterprise (UCCE), often highlights the importance of Skill-Based Routing and IVR/Queuing functionalities in providing effective customer service.


質問 # 21
Which two types of scripts can be created with the Script Editor? (Choose two.)

  • A. Administrative Scripts
  • B. Tenant Scripts
  • C. Call Flow and Call Control Scripts
  • D. Call Studio Scripts
  • E. Routing Scripts

正解：A、E

解説：
With the Script Editor in Cisco's contact center solutions, two types of scripts that can be created are:C.Routing Scripts:These scripts define the logic for how calls are routed within the contact center, including decisions based on time of day, caller input, agent availability, and other factors.E.Administrative Scripts:These scripts are used for system-wide functions that are not directly related to call routing, such as setting system parameters, defining exception handling routines, or managing holiday schedules.References:Cisco's documentation on Script Editor and scripting in contact center solutions provides comprehensive guides on creating and managing Routing and Administrative scripts, outlining their purposes and functionalities.


質問 # 22
What are two descriptions for the Agent Targeting Rule? (Choose two.)

  • A. The Agent Targeting Rule allows configuration of Media groups by specifying the Agent id range and valid Routing Clients.
  • B. The Agent Targeting Rule allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients.
  • C. Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG).
  • D. Agent Targeting Rule configuration simplifies the Mobile Agent configuration for the CCE Agent Peripheral Gateways (PG).
  • E. Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE VRU Peripheral Gateways (PG).

正解：A、E


質問 # 23
What are two possible Outbound Dialing Modes? (Choose two.]

  • A. Accept Mode
  • B. Preview Mode
  • C. Progression Mode
  • D. Direct Predictive Mode
  • E. Predictive Mode

正解：B、E

解説：
In Cisco Outbound Option for Contact Center solutions, two possible Outbound Dialing Modes include:B.Preview Mode:In this mode, agents are presented with call information prior to the call being placed, giving them an opportunity to review the customer's details and prepare for the interaction.E.Predictive Mode:This mode uses statistical algorithms to predict when agents will become available and places calls in anticipation of that availability, maximizing agent efficiency and reducing idle time.References:Cisco's documentation on Outbound Option includes detailed explanations of different dialing modes, including Preview and Predictive modes, and their implementation in outbound campaigns.


質問 # 24
Which two components must a script be associated with to run? (Choose two.)

  • A. CED
  • B. Call Type
  • C. Skill Target
  • D. Media Routing Domain
  • E. Dialed Number

正解：B、E

解説：
In Cisco CCE, routing scripts do not run independently-they must be associated with specific configuration objects that trigger their execution when a contact arrives. These associations define the execution pathway from incoming contact to script.
Why the Correct Answer is Right: D is correct because a Routing Script must be associated with a Call Type.
The Call Type determines which script runs for a given contact. E is correct because a Dialed Number (DN) is mapped to a Call Type, which in turn triggers the script. The DN is the entry point-when a caller dials a specific number, the DN identifies the Call Type, which invokes the associated script.
Why Each Incorrect Answer is Wrong: A is wrong because CED (Caller Entered Digits) is a data element, not a configuration object that scripts are associated with to run. B is wrong because Media Routing Domains classify the type of media but scripts are not directly associated with MRDs to trigger execution. C is wrong because Skill Targets are selected within scripts by routing nodes, but scripts are not associated with Skill Targets to trigger their execution.
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質問 # 25
What are the two main features of the Cisco VVB? (Choose two.)

  • A. allows an agent to retrieve the required information through voice commands without interacting with a customer
  • B. provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
  • C. provides a more comprehensive and effective agent service by efficiently handling call traffic with self-service or fast transfer to the correct customer the first time
  • D. allows customers to retrieve the required information through voice commands without interacting with an agent
  • E. supports only one language for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities

正解：B、D

解説：
Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. Cisco VVB has the following features: * Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies. * Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configuration/guide/cvvb_b_ciscovvb-administration-and-configuration-guide/cvvb_b_ciscovvb-administration-and-configuration-guide_chapter_01.pdf


質問 # 26
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?

  • A. ICM sends an Agent Label, which prompts a command to CVP.
  • B. ICM responds to the Route Request by running an Administrative Script.
  • C. ICM responds to the Route Request by running a Routing Script.
  • D. ICM sends a VRU Label, which prompts a command to CVP

正解：C

解説：
In a Cisco Contact Center Enterprise (CCE) Call Flow, when ICM receives a new Route Request from CVP, the response is B. ICM responds to the Route Request by running a Routing Script. This script contains the logic that determines how the call should be routed within the contact center, which could involve sending the call to an IVR for self-service, queueing the call for an available agent, or implementing other routing decisions based on the business rules defined in the script.References:Cisco CCE scripting and routing documentation provides insights into how ICM processes Route Requests and the role of Routing Scripts in determining call treatment and routing.


質問 # 27
What are two descriptions for the Agent Targeting Rule? (Choose two.)

  • A. Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG).
  • B. The Agent Targeting Rule allows configuration of Media groups by specifying the Agent id range and valid Routing Clients.
  • C. The Agent Targeting Rule allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients.
  • D. Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE VRU Peripheral Gateways (PG).
  • E. Agent Targeting Rule configuration simplifies the Mobile Agent configuration for the CCE Agent Peripheral Gateways (PG).

正解：A、C

解説：
the Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG) by allowing the configuration of Media groups by specifying the Agent id range and valid Routing Clients. Additionally, the Agent Targeting Rule allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients.
The Agent Targeting Rule in Cisco Contact Center Enterprise (CCE) serves two main purposes:A.Simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG):By defining rules that target specific agents or groups of agents based on their extensions or other criteria, the configuration process for call routing is streamlined, making it easier to manage and maintain.E.Allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients:This enables precise routing decisions to be made, ensuring that calls are directed to the appropriate agents based on predefined rules and criteria.References:Cisco CCE documentation that covers Agent Targeting Rules provides detailed explanations on how these rules function and how they simplify call routing configurations.


質問 # 28
What value is used for Variable REQUERY_NO ANSWER?

  • A. 0
  • B. 1
  • C. 2
  • D. 3

正解：D

解説：
The value used for VariableREQUERY_NO_ANSWERis A. 1. This variable is typically used in scripting to handle situations where a requery is necessary due to no answer conditions. Setting this variable to 1 enables specific routing behaviors or actions in response to no answer scenarios, improving call handling and routing efficiency.References:Cisco's Scripting and Configuration documentation for Contact Center solutions often includes information on system variables likeREQUERY_NO_ANSWER, detailing their usage and impact on call routing logic.


質問 # 29
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?

  • A. CVP delivers a Route Request to the ICM Central Controller.
  • B. Using a configured Dial Peer, the Ingress Gateway delivers a SIP invite message to the CVP server.
  • C. CVP establishes an HTTP link with the VVB (or IOS VXML Gateway), establishing the IVR Leg of the call.
  • D. ICM responds to the Route Request by running a Routing Script.

正解：B

解説：
In a Cisco Contact Center Enterprise (CCE) Call Flow, after a call arrives and is held on a port on the Ingress Gateway, the next step is typically D. Using a configured Dial Peer, the Ingress Gateway delivers a SIP invite message to the CVP server. This step initiates the call's entry into the Cisco Voice Portal (CVP) for further processing, which may include IVR interactions, queueing, or routing to an agent based on the defined call routing logic.References:Cisco CCE solution documentation provides detailed call flow diagrams and explanations, illustrating how calls progress through the system from the Ingress Gateway to CVP and beyond.


質問 # 30
How can the Extension Mobility feature be described?

  • A. As part of the configuration, both device profiles and phones need to be added to the pg user account.
  • B. The Cisco Unified CM feature that allows Agents to temporarily access their Cisco Unified IP Phone configuration, such as line appearances, services, and speed dials, from other Unified IP Phones.
  • C. As part of the configuration, the Device profile needs to be created in CCE and associate each Device Profile with the appropriate Agent.
  • D. The Extension Mobility Cross Cluster works on phones that are located in the same Unified CM cluster.

正解：B

解説：
Extension Mobility (EM) is a Cisco Unified Communications Manager (CUCM) feature that separates user configuration from physical phone hardware, enabling hot-desking in contact center environments.
Why the Correct Answer is Right: C precisely matches the official Cisco definition-EM allows agents to log into any IP phone and have their personal phone configuration (line appearances, services, speed dials) follow them. This is critical in hot-desking CCE environments as documented in the Cisco CUCM Administration Guide.
Why Each Incorrect Answer is Wrong: A is wrong because Device profiles for Extension Mobility are created and managed in CUCM, not in CCE. B is wrong because adding device profiles and phones to the PG user account describes a PG configuration step, not the definition of Extension Mobility. D is wrong because Extension Mobility Cross Cluster (EMCC) specifically enables EM across different CUCM clusters-this statement is the opposite of correct.
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質問 # 31
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)

  • A. G711 mu-law or a-law
  • B. G729
  • C. the file format is mp3
  • D. the file format is wav
  • E. the max file size is 40 MB

正解：A、D

解説：
The Cisco Customer Voice Portal (CVP) Server supports the following specifications for encoding and formatting audio files:B.G711 mu-law or a-law:G.711 is an audio codec that uses mu-law (µ-law) or a-law for companding. It's widely used in telephony and is supported by Cisco CVP for audio encoding to ensure compatibility and high-quality audio.E.The file format is wav:The WAV file format is a common audio file format that provides high-quality, uncompressed audio. Cisco CVP supports WAV files for prompts, music on hold, and other audio resources used in voice applications.References:Cisco CVP documentation, including design guides and developer resources, often lists supported audio specifications, including codec and file format requirements for optimal system performance and compatibility.


質問 # 32
......

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