1. How many languages can be installed for the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop
(CSD)? 
A. one language for both the CAD and the CSD 
B. one language for the CAD and a different language for the CSD 
C. two languages for the CAD and one language for the CSD 
D. two languages for both the CAD and the CSD 
Answer: A 
2. The CRS Installer is used to perform which functions? (Choose three.) 
A. install CRS software 
B. back up CRS data 
C. repair a CRS installation 
D. back up CallManager data 
E. remove a CRS installation (uninstall) 
F. activate CRS components 
Answer: ACE 
3. Which Codec should be selected when a CRS cluster uses Automatic Speech Recognition (ASR)? 
A. G.711 
B. G.723 
C. G.729 
D. Any Codec works fine with ASR. 
Answer: A 
4. In CRS Administration, when you add a JTAPI Call Control Group, what is created on the Cisco CallManager? 
A. CallManager Call Control Group 
B. CRS CTI Route Point 
C. CRS JTAPI User 
D. CTI ports 
E. CRS Call Control Group 
F. CTI Route Points and directory numbers 
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Answer: D 
5. How are CTI ports in a CTI Port Group added on the CRS Server? 
A. They must be created in Cisco Unified CallManager in ascending order (i.e., 1001, 1002, and 1003) with no
gaps or missing numbers in the group. 
B. They can be assigned as a range of ports in CRS Application Administration. 
C. They are the same as the CTI Route Points in the Cisco Unified CallManager and automatically built in CRS
when they are associated with the JTAPI user. 
D. They are the same as the CTI Route Points in the Cisco Unified CallManager and automatically built in CRS
when they are associated with the RM JTAPI user. 
Answer: B 
6. Where do you enable the CRS engine? 
A. Publisher Activation page 
B. Component Activation page 
C. Cluster Setup page 
D. Server Setup page 
Answer: B 
7. Which Media Resource collects DTMF data from callers? 
A. JTAPI 
B. Cisco Media Termination (CMT) 
C. MRCP ASR 
D. MRCP TTS 
Answer: B 
8. The Cisco CRS Server must be configured to communicate and interoperate with the Cisco CallManager.
Which two must be configured on the Cisco CRS Server? (Choose two.) 
A. Application Management to load applications 
B. JTAPI Subsystem with the JTAPI Call Control Group 
C. Database Subsystem communication with LDAP Directory 
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D. JTAPI Subsystem with the JTAPI provider 
Answer: BD 
9. What are the components of the JTAPI Subsystem? (Choose three.) 
A. provider 
B. CTI ports 
C. call control groups 
D. CMT Dialog Control Group 
E. trigger 
F. RM provider 
Answer: ACE 
10. Which of the following are automatically configured on the CallManager when entered on the CRS
Application Administration? (Choose three.) 
A. CTI port 
B. CTI Route Point 
C. agent skills 
D. JTAPI user 
E. CRS prompt language 
F. ASR provider 
Answer: ABD 
11. Which of the following step libraries is included in the license for IPCC Express Standard? 
A. ICM steps 
B. e-mail steps 
C. media steps 
D. database steps 
Answer: C 
12. When using the Call Subflow step, can variables be shared between the parent (calling) flow and the subflow? 
A. No. 
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B. Yes. 
C. Yes, but they must be manually passed via input and output mapping. 
D. Yes, but they must be manually created in both flows and have the same name. 
Answer: C 
13. How do you start an event-triggered debug session? 
A. Select "Start" from the Debug menu in CRS Script Editor. 
B. Select "Reactive Script..." from the Debug menu in CRS Script Editor. 
C. Select "Debugging" from the Trace menu in CRS Application Administration. 
D. Select "Start Trace" from the Trace menu in CRS Application Administration. 
Answer: B 
14. When deploying IPCC Express 4.0 for the first time, when and where is the licensing of the customer
specified? 
A. during Installation Cluster Setup, in the CRS Installer 
B. after installation, during first-time login, in CRS Application Administration 
C. after installation, in CRS License Update Utility 
D. during Installation Server Setup, in the CRS Installer 
Answer: B 
15. Which of the following require physical CD/DVD media to be ordered and received prior to patching and/or
upgrading IPCC Express 4.0? (Choose two.) 
A. Major Release 
B. Minor Release 
C. Maintenance Release 
D. Service Release 
E. Engineering Special 
Answer: AB 
16. In IPCC Express 4.0, where is product licensing stored, and how can configured licenses be viewed? 
A. stored in local files, viewed in CRS License Update Utility 
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B. stored in LDAP, viewed in CRS Application Administration 
C. stored in local files, viewed in CRS Application Administration 
D. stored in LDAP, viewed in CRS License Update Utility 
Answer: B 
17. What are two possible root causes of the Application Subsystem going into "partial service?" (Choose two.) 
A. JTAPI User problem 
B. CTI Route Point problem 
C. CTI Port Group problem 
D. script problem 
E. application problem 
Answer: DE 
18. A customer with IPCC Express Standard reports that a script using the Database steps is not working. What is
the most likely root cause? 
A. The script probably has an error in the DSN configuration. 
B. IPCC Express Standard is not licensed for Database steps. 
C. The script probably has an error in the query string. 
D. There is probably an interoperability problem between IPCC Express and the database. 
Answer: B 
19. What can you install on IPCC Express to protect against worms, zero-day viruses, and other immediate
security threats? 
A. Microsoft Management Console 
B. Cisco Security Agent (headless agent) 
C. Cisco Security Agent Management Center 
D. Microsoft SQL Server 2000 
Answer: B 
20. What three tasks are required to add a CRS application? (Choose three.) 
A. create a trigger 
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B. create an application 
C. restart the CRS engine 
D. upload script to repository 
E. configure default session timeout 
Answer: ABD 
21. What should you set the Client Configuration to when configuring the ODBC Data Source for the Database
Subsystem? 
A. TCP/IP 
B. Multiprotocol 
C. Named Pipes 
D. NWLink IPX/SPX 
Answer: A 
22. Which statement is true about the default script field when adding an application? 
A. When a caller does not enter a choice in a Menu step, it will execute the default script. 
B. Any problems running the configured script will cause the default script to be executed. 
C. When the caller enters a digit in the Menu step that is not defined, the default script will be executed. 
D. When the caller enters a digit that is not checked in the filter of the Get Digit String step, the default script will
be executed. 
Answer: B 
23. Which CRS Subsystem handles connections between the Application Server and the Enterprise Databases? 
A. Media 
B. JTAPI 
C. Database 
D. Application 
Answer: C 
24. If an existing script is uploaded to the CRS, what does it ask? 
A. Do you want to debug the script? 
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B. Do you want to refresh the script? 
C. Do you want to save the application? 
D. Do you want to return to Script Management? 
Answer: B 
25. Which Subsystem needs to be configured before JTAPI triggers can be set to receive non-ASR calls
exclusively? 
A. ICD 
B. Database 
C. Cisco Media 
D. Nuance ASR 
Answer: C 
26. The CTI Port Group is configured under which Subsystem? 
A. ICD 
B. CMT 
C. JTAPI 
D. Application 
Answer: C 
27. Which statement is true about the default e-mail address used in the E-mail Subsystem Configuration page? 
A. If no From field is specified with an address in the Send E-mail step, it will use the default. 
B. All Send E-mail steps are automatically sent as a Blind cc: to the default. 
C. Alarms that are generated by the CRS Server are automatically sent to it. 
D. If no e-mail contact is specified in the Create E-mail step, the default is used. 
Answer: A 
28. Cisco Unified CallManager and Cisco CRS use what interface for call control? 
A. LDAP 
B. HTTP 
C. AXL 
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D. JTAPI 
Answer: D 
29. When configuring IPCC Express Enhanced, what is the maximum number of skills that an agent can be
associated with? 
A. 15 
B. 20 
C. 25 
D. 30 
E. 40 
F. 50 
Answer: F 
30. What is the maximum number of skills that a CSQ can be associated with when configuring IPCC Express
Enhanced? 
A. 15 
B. 20 
C. 25 
D. 30 
E. 40 
F. 50 
Answer: F 
31. What is the maximum number of CSQs that a call should be queued for when configuring IPCC Express? 
A. 15 
B. 20 
C. 25 
D. 30 
E. 40 
F. 50 
Answer: C
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32. Which three IPCCX configuration steps are only available in the IPCC Express Enhanced or Premium edition?
(Choose three.) 
A. Create Resource Groups 
B. Create Skills 
C. Assign Resource Groups and Skills to Agents 
D. Create Contact Service Queues 
E. Provision Remote Monitoring 
F. Provision Agent-based Routing 
Answer: BEF 
33. In IPCCX, skills can be assigned to which of the following configuration objects? 
A. resources 
B. Skill Groups 
C. competence levels 
D. Resource Groups 
Answer: A 
34. In IPCCX, what is a CSQ? 
A. Common Service Queue 
B. Competency Service Queue 
C. Common Skill Queue 
D. Contact Skill Queue 
E. Contact Service Queue 
F. Competency Skill Queue 
Answer: E 
35. What are three of the fields used in defining a CSQ in IPCC Express Enhanced? (Choose three.) 
A. WrapUp Time 
B. Service Level 
C. Overflow CSQ 
D. Agent Name 
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E. Automatic Work 
F. CRS Application 
Answer: ABE 
36. What is a benefit of using subflows? 
A. decreases the amount of flows 
B. collects information about callers to agents 
C. creates a framework for CRS Server status reporting 
D. decreases latency through increased bandwidth on CRS Server 
E. provides more efficient management of flows that are called by multiple other flows 
Answer: E 
37. What is the main function of the CRS Editor? 
A. manages the CRS Server 
B. creates CRS Engine reports 
C. creates application scripts for call flows 
D. remotely manages the LDAP Directory 
Answer: C 
38. Which step can be used to trap runtime script errors and recover gracefully? 
A. Set 
B. Call Subflow 
C. On Exception Goto 
D. Get Reporting Statistic 
Answer: C 
39. What is the Flush Input Buffer setting used for in the Input tab of the Menu step? 
A. to release memory held by the prompt variable 
B. to clear the value of the menu choice before the prompt is played 
C. to prevent the previous value from being used again on the menu choice 
D. to prevent the caller from entering a menu choice before the prompt has played 
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Answer: B 
40. Which two steps check out a database connection from the connection pool? (Choose two.) 
A. DB Get 
B. DB Read 
C. DB Write 
D. DB Release 
Answer: BC 
41. If the Call Redirect step sends a caller to a device that does not exist in the CallManager, which branch of the
step is executed? 
A. Busy 
B. Invalid 
C. Successful 
D. Unsuccessful 
Answer: B 
42. In the CRS Application Editor, where do you start the debugger? 
A. toolbar 
B. Step palette 
C. Design window 
D. Variable window 
Answer: A 
43. Which step is designed to prompt a user to press or say a single-digit number to perform a specific function? 
A. Menu 
B. Get Digit String 
C. Get Call Contact Info 
D. Extended Get Digit String 
Answer: A 
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44. Which step would you use to get information about the number of contacts currently in queue? 
A. Get Contact Info 
B. Get Session Info 
C. Get Call Contact Info 
D. Get Reporting Statistics 
Answer: D 
45. How can you configure the Prompt step to play different prompts following subsequent timeouts or retries? 
A. Configure it as a Generated Prompt. 
B. Configure it as a Random Container Prompt. 
C. Configure it as an Escalating Container Prompt. 
D. Configure it as a Concatenated Container Prompt. 
Answer: C 
46. When a valid SQL Query in a DB Read step returns 0 rows, which branch of the step will be executed? 
A. Timeout 
B. SQL Error 
C. Successful 
D. Connection Not Available 
Answer: C 
47. How often does the CSQ stat screen automatically refresh? 
A. 1 second 
B. 5 seconds 
C. 10 seconds 
D. 30 seconds 
E. 60 seconds 
Answer: C 
48. By which ways does remote monitoring allow the monitored call to be selected? (Choose two.) 
A. Agent Name 
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B. Agent Extension 
C. application ID 
D. Media Group ID 
E. CSQ ID 
Answer: BE 
49. What issues notification messages for CRS engine errors? 
A. SNMP Trap 
B. Alarm 
C. CDP 
D. syslog 
Answer: A 
50. What allows you to monitor the system performance of the Cisco CRS System (CPU, memory, etc.)? 
A. Cisco Desktop Administrator 
B. Cisco Supervisor Desktop 
C. Microsoft Windows 2000 Performance Monitoring 
D. CRS Application Administration 
E. CRS Application Editor 
Answer: C 
51. CiscoWorks IP Telephony Environment Monitor (ITEM) provides what two serviceability capabilities?
(Choose two.) 
A. Tool to collect syslog messages from multiple sources 
B. User Tracking to track IP telephones 
C. Diagnostic trace tools to analyze connectivity 
D. Monitoring of Cisco voice elements 
E. Problem alerts for operations personnel 
Answer: DE