Cisco 500-444 Cisco Contact Center Enterprise Implementation and Troubleshooting Exam Practice Test

 The SAML Certificate Expiry details can be checked in the PCCE Web Administration Manager (S.RO.G) under the Features -> Single Sign-On menu. This menu can be used to view the certificate details, such as the issuer, validity period, and expiry date1.

SAML (Security Assertion Markup Language) is a standard protocol for exchanging authentication and authorization information between an identity provider (IdP) and a service provider (SP). SAML uses XML-based assertions that contain information about the user’s identity, attributes, and privileges. SAML certificates are used to sign and encrypt the assertions, and to verify the trust relationship between the IdP and the SP2.

PCCE (Packaged Contact Center Enterprise) is a solution that integrates multiple Cisco Unified Communications applications, such as CCE (Contact Center Enterprise), CVP (Customer Voice Portal), Finesse, CUIC (Unified Intelligence Center), and ECE (Enterprise Chat and Email). PCCE uses SAML to enable single sign-on (SSO) for users to access various PCCE applications with one username and password. PCCE uses Cisco Identity Service (IdS) as the SP and supports various IdPs, such as Active Directory Federation Services (AD FS), PingFederate, or Okta1.

The PCCE Web Administration Manager (S.RO.G) is a web-based interface that allows administrators to configure and manage various PCCE features and settings, such as SSO, Context Service, License Management, Device Configurations, etc. The S.RO.G stands for Single Pane of Glass, which means that the PCCE Web Administration Manager provides a unified and simplified view of the PCCE system1.

The other options are incorrect because:

• A: Features -> Context Service is a menu that allows administrators to configure and manage the Context Service feature, which is a cloud-based service that stores and retrieves customer data across different channels and applications. It has nothing to do with the SAML Certificate Expiry details1.
• B: Infrastructure Settings -> License Management is a menu that allows administrators to configure and manage the license settings for the PCCE system, such as the license type, the license server, the license usage, etc. It has nothing to do with the SAML Certificate Expiry details1.
• D: Infrastructure Settings -> Device Configurations -> Identity Services is a menu that allows administrators to configure and manage the Cisco Identity Service settings, such as the IdP URL, the IdS URL, the IdS certificate, etc. It does not show the SAML Certificate Expiry details, but rather the IdS Certificate Expiry details, which are different1.

References:

3: Discuss Cisco 500-444 Exam Topic 4 Question 10 | Pass4Success 1: Cisco Unified Contact Center Enterprise Features Guide, Release 12.0 - Single Sign-On 4: Free Cisco 500-444 CCEIT Questions - Pass Cisco 500-444 - Pass4Success 2: Application Management certificates frequently asked questions

To build VXML applications, you need to use the Call Studio development platform. Call Studio is an Eclipse-based graphical tool that allows you to create, edit, debug, and test voice applications that run on the VXML Server. Call Studio provides a drag-and-drop interface to design the call flow logic, define the prompts and grammars, and configure the application settings. Call Studio also supports custom elements, Java code, and web services integration to extend the functionality of the voice applications12. References: Cisco Unified Customer Voice Portal Getting Started Guide, Release 12.5(1)1, Cisco Unified Customer Voice Portal Developer Guide, Release 12.5(1)2.

The CLI command that manages the Java Keystore Certificate in Windows CCE servers is keytool. Keytool is a utility that is included in the Java Runtime Environment (JRE) and allows you to create, import, export, list, and delete certificates, keys, and keystores. A keystore is a repository of security certificates that can be used for SSL/TLS communication. The Java Keystore Certificate is the default keystore that is used by the Java applications running on the Windows CCE servers, such as the Web Setup tool, the Diagnostic Framework Portico, and the Unified Intelligence Center12. To use keytool, you need to open a command prompt window and navigate to the JRE bin directory, which is typically located at C:\Program Files\Java\jre\bin. Then, you can use the keytool command with various options and parameters to perform the desired operations on the Java Keystore Certificate34. References: Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2)1, Implement CA Signed Certificates in a CCE 12.6 Solution2, SSL Certificate Installation - Java Based Web Servers - DigiCert3, Keytool - Oracle Help Center4.

Security certificates are used to ensure that browser communication is secure by authenticating clients and servers on the web. There are two ways to deploy security certificates in CCE: Certificate Authority (CA) signed certificates and self-signed certificates1.

• CA signed certificates are certificates that are issued by a trusted third-party entity, such as VeriSign or Thawte, that validates the identity of the certificate owner. CA signed certificates are more secure and reliable than self-signed certificates, but they also require more time and money to obtain and maintain2.
• Self-signed certificates are certificates that are generated and signed by the certificate owner, without involving any third-party entity. Self-signed certificates are easier and cheaper to create and deploy, but they are less secure and trustworthy than CA signed certificates, as they can be easily forged or tampered with2.

CCE supports both CA signed certificates and self-signed certificates for securing the communication between different components, such as AW, CVP, Finesse, ECE, etc. However, some components may require additional steps or configurations to use CA signed certificates, such as importing the CA certificate into the AW machines, changing the Java truststore password, or binding the CA signed certificate in the Diagnostic Portico123.

The other options are not valid ways to deploy security certificates in CCE:

• Security Authority (SA) is not a term related to security certificates, but rather a role that is assigned to a user or a group in CCE to grant them access to certain security features, such as encryption, auditing, or IPsec1.
• 3rd party signed certificates are not a distinct category of security certificates, but rather a synonym for CA signed certificates, as they both involve a third-party entity that signs the certificates2.
• Digitally signed certificates are not a specific type of security certificates, but rather a general characteristic of all security certificates, as they all use digital signatures to verify the authenticity and integrity of the certificate data2.

References:

1: Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Certificate Management for Secured Connections 2: Packaged CCE Migration Guide, Release 12.0 - Manage Security Certificates 4: Computer forensics certifications - Infosec Resources 3: Implement CA Signed Certificates in a CCE Solution - Cisco

To execute a particular script that is configured using script explorer for a specific time, you need to have a dialed number mapped to a call type and in turn mapped to a scheduled script. This is because the dialed number identifies the call and associates it with a call type, which determines the routing script to be executed. The routing script can be scheduled for different versions or times using the script explorer tool. The script explorer allows you to view, modify, and schedule scripts for different call types and dialed numbers12. References: Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 (1) and 12.5 (2)1, Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0 (1)2.

= UC on UCS Tested Reference Configuration (TRC) is a type of deployment option for Cisco Unified Communications applications on Cisco Unified Computing System (UCS) servers. TRC is defined as Configuration Based, which means that it specifies the exact hardware configuration, including server model, CPU, memory, disk, RAID settings, BIOS settings, and network adapters. TRC also requires VMware vSphere as the virtualization software, and does not support any other hypervisor. VMware vCenter is not required for TRC, but it is recommended for managing multiple ESXi hosts. TRC is different from Specs-based, which is defined as Rule Based, and allows more flexibility in choosing the hardware components, as long as they meet the minimum requirements and follow the rules defined by Cisco. Specs-based also supports other hypervisors besides VMware vSphere, such as Microsoft Hyper-V and KVM. References :=

• Troubleshoot UC on UCS TRC, UC on UCS Specs-based, and 3rd-party Specs-based Deployments1
• Collaboration Virtualization Sizing2
• Unified Computing System Hardware3
• What to select - Cisco BE6000 or UC-on-UCS45

 The URL for the VOS O/S admin page is https:// :8443/osadmin. VOS O/S admin is a web-based tool that allows you to perform various administrative tasks on the Unified CCE servers, such as managing users, certificates, services, network settings, backups, and upgrades. VOS O/S admin requires the fully qualified domain name (FQDN) of the server and the port number 8443 to access the login page. The other options are not valid URLs for the VOS O/S admin page12. References: Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.5(1)1, Cisco Unified Contact Center Enterprise Administration Guide, Release 12.5(1)2.

CUBE is a Cisco IOS software feature that provides voice and video connectivity from IP phones to the PSTN or other IP networks. CUBE supports several advanced call control and mobility services, such as:

• Element Grouping: This feature allows you to group multiple CUBE elements into a single logical entity and apply common configuration and dial plan across them. This simplifies the management and scalability of CUBE deployments.
• Time of Day Routing: This feature allows you to route calls based on the time of day, day of week, or date. You can define time periods and time schedules and associate them with dial peers or voice translation rules. This enables you to implement different call routing policies for different time slots, such as business hours, after hours, holidays, etc.
• Call Admission Control: This feature allows you to limit the number of concurrent calls on a CUBE element or a CUBE group based on the available bandwidth or the configured maximum number of calls. This prevents oversubscription of network resources and ensures the quality of service for voice and video calls.

References:

• CUBE Configuration Guide
• CUBE Element Grouping Configuration Guide
• Time of Day Routing Configuration Guide
• Call Admission Control Configuration Guide

Remote sites are added using the Websetup tool, which is a web-based interface that allows administrators to configure and manage the Packaged Contact Center Enterprise (PCCE) deployment12. Websetup provides a wizard-like process that guides the user through the steps of adding a remote site, such as entering the site name, the PG hostnames or IP addresses, the PG client types, the Unified CM publisher and subscribers, the Finesse server, and the CVP servers1. Websetup also performs automated configuration tasks for the Unified CCE PG, the Unified CCE Rogger, and the CVP Reporting Server1.

Option A is incorrect because PG Setup is a tool that is used to configure the peripheral gateways (PGs) in the main site, not the remote sites3. Option B is incorrect because Initialization Wizard is a tool that is used to initialize the PCCE deployment, not to add remote sites4. Option C is incorrect because SPOG interface is a term that refers to the Single Pane of Glass interface, which is a web-based interface that provides a unified view of the PCCE system status, not a tool to add remote sites5.

References:

• 1: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide Release 11.6 (1) - Manage Remote Sites [Cisco Packaged Contact Center Enterprise] - Cisco
• 2: Troubleshooting Cisco Contact Center Enterprise (CCET) course, Module 1: PCCE Overview
• 3: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide Release 11.6 (1) - Configure Peripheral Gateways [Cisco Packaged Contact Center Enterprise] - Cisco
• 4: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide Release 11.6 (1) - Initialize the Deployment [Cisco Packaged Contact Center Enterprise] - Cisco

n Contact Center Enterprise with Cisco Unified Customer Voice Portal (CVP) and Cisco Unified Border Element (CUBE) deployment, CUBE must be configured as media pass flow-through mode. This means that CUBE will terminate and reoriginate both the signaling and media streams for each call leg. This allows CUBE to perform media manipulation, such as transcoding, transrating, DTMF interworking, and media forking. Media pass flow-through mode is required for CUBE to support advanced features for contact center, such as courtesy call back, contact center survivability, and encrypted (SRTP) trunks. Media pass flow-around mode, where CUBE only terminates and reoriginate the signaling stream and lets the media stream bypass CUBE, is not supported for contact center solutions. A voice gateway must not be dedicated for VXML browser sessions, as CUBE can coexist with VXML gateway on the same platform. Box-to-box CUBE can be used for redundancy, but it is not a mandatory configuration for contact center solutions123. References:

• Cisco Unified Border Element Configuration Guide - Cisco IOS XE 17.6 Onwards - Advanced Features for Cisco Contact Center2
• Cisco Unified Border Element (Enterprise) Fundamentals and Basic Setup4
• Cisco Unified Border Element for Contact Center Solutions5

The PCCE production deployment model on an ESXi server requires two validations: ensuring that the correct servers are on the correct sides and verifying that the correct RAM and CPU are being deployed. These validations are necessary to ensure that the PCCE components are configured properly and have sufficient resources to run smoothly. The other options are not relevant for the PCCE production deployment model on an ESXi server. Linux verification for containers is not applicable because PCCE does not use containers. The hypervisor provides enough power is not a validation step, but a prerequisite for the ESXi server. The lab is deployed properly is not a validation for the production deployment model, but for the lab deployment model. References: Virtualization for Cisco Packaged CCE Release 11.6(x)1, Deployment Type Info API2.

Cisco Identity Service (IdS) is a component of Cisco Unified Contact Center Enterprise (CCE) that enables single sign-on (SSO) for users to access various CCE applications, such as Finesse, Unified Intelligence Center, and ECE1. IdS acts as a service provider (SP) that delegates the authentication process to an external identity provider (IdP), such as Active Directory Federation Services (AD FS), PingFederate, or Okta2.

To configure the Cisco IdS using PCCE Web Administration Manager (S.P.O.G), a trust relationship must be established by downloading and exchanging a metadata file between the IdS and the IdP. This means that both the IdS and the IdP must have each other’s metadata file imported into their configuration, so that they can exchange information such as the entity ID, the endpoints, the certificates, and the SSO protocol3. Therefore, the correct answer is B: IdS to IdP and IdP to IdS.

The other options are incorrect because:

• A: IdS to IdP is only half of the trust relationship, as the IdP also needs to have the IdS metadata file imported.
• C: IdP to IdS is also only half of the trust relationship, as the IdS also needs to have the IdP metadata file imported.
• D: IdS to IdP and IdP to Active Directory (AD) is not a valid option, as the IdP does not need to exchange a metadata file with AD. The IdP can use AD as a user directory, but it does not need to establish a trust relationship with it for SSO purposes4.

References:

1: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Cisco Identity Service 2: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Single Sign-On 3: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Identity Provider 4: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Active Directory

Answer: D

The PCCE wizard uses the Service Account login for logins to access the appropriate server and enable interfaces, databases, and protocols. The Service Account login is an existing Active Directory user in the same domain as the Packaged CCE servers. This account is added to the Service group during the initialization of the Packaged CCE deployment type. The Service Account login has the required permissions to access the SQL Server, the Organizational Units, and the Security Groups for the Packaged CCE components.

References:

• Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.6 (1) - Initialize the Packaged CCE 2000 Agents Deployment Type1
• Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1) - Configure PCCE Local Authorization2

• Option A is correct because if one side of the ICM Logger fails, the other side can still receive historical data from both sides of the ICM Router. However, the failed side will not be able to receive any data until it is restored1.
• Option B is correct because the Peripheral Gateways (PGs) are connected to both sides of the ICM Router through the private LAN and the visible network. If the private LAN fails, the PGs can use the visible network to communicate with the active ICM Router and determine which side is the master2.
• Option D is correct because the ICM Router uses heartbeats to monitor the status of its duplex pair. If one side does not receive a heartbeat from the other side within a specified time interval, it assumes that the other side has failed and initiates a failover process3.
• Option C is incorrect because if one side of the ICM Logger fails, the impact of call processing is not limited to the corresponding side of the ICM Router. The ICM Router can still process calls using the data from the surviving ICM Logger side1.
• Option E is incorrect because there is some impact on call processing during an ICM Logger failure. For example, some historical reports may not be available, some configuration changes may not be replicated, and some call data may be lost4.
• Option F is incorrect because during an ICM Router failover, calls in progress in Cisco Unified Customer Voice Portal (CVP) are not disconnected. The CVP uses the Survivable Remote Site Telephony (SRST) feature to maintain the calls until the failover is completed5.

References:

• 1: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-4
• 2: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-6
• 3: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-8
• 4: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-10
• 5: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-12

 = In order to configure SAML SSO for PCCE, you need to create claim rules that specify the claims sent from ADFS to Cisco Identity Service as part of a successful SAML assertion. The claim rules define how to transform the incoming claims from the AD FS identity provider into the outgoing claims that are expected by the Cisco Identity Service relying party. The two claim rules that are required for PCCE are:

• sAMAccountName - Logon names maintained for backward compatibility. This claim rule maps the sAMAccountName attribute from the AD FS identity provider to the uid attribute in the outgoing claim. The uid attribute is used to identify the authenticated user in the claim sent to the applications. The sAMAccountName attribute is the logon name used to support clients and servers from a previous version of Windows1.
• E-Mail Address - For the Outgoing claim type. This claim rule maps the E-Mail-Addresses attribute from the AD FS identity provider to the mail attribute in the outgoing claim. The mail attribute is used to provide the email address of the authenticated user in the claim sent to the applications. The E-Mail-Addresses attribute is the primary email address of the user2.

The other options are not valid claim rules for PCCE. The user_principal option is not a valid attribute name in AD FS. The Unspecified option is not a valid claim type in AD FS. The uid option is not a valid attribute name in AD FS, but it is the outgoing claim type that is mapped from the sAMAccountName attribute.

References :=

• AD FS 2.0 Setup for SAML SSO Configuration Example
• Configure Single Sign-On with CUCM and AD FS 2.0
• Checklist - Creating Claim Rules for a Claims Provider Trust
• Notes on ADFS as SAML IdP for ISE User Portals

 The keytool command that lists certificates in the cacerts file is B: keytool -list -keystore cacerts. This command will display the aliases and fingerprints of all the certificates in the cacerts file, which is the default truststore for Java applications1. The cacerts file contains the root and intermediate certificates of various certificate authorities (CAs) that are trusted by Java2.

The other options are incorrect because:

• A: keytool -list -showinfo is not a valid keytool command, as the -showinfo option does not exist. The closest option is -v or -verbose, which will display more details about each certificate, such as the owner, issuer, serial number, validity period, signature algorithm, and extensions1.
• C: keytool -list cacerts is not a complete keytool command, as it is missing the -keystore option, which is required to specify the name or path of the keystore file to be listed. Without the -keystore option, the keytool command will assume the default keystore file, which is usually named .keystore in the user’s home directory1.
• D: keytool -list -alias is also not a complete keytool command, as it is missing the value of the -alias option, which is used to specify the alias of a particular entry in the keystore file to be listed. Without the value of the -alias option, the keytool command will display an error message, such as "keytool error: java.lang.Exception: Alias <alias> does not exist"1.

References:

1: keytool - Key and Certificate Management Tool 2: How to check a Certificate is in default cacerts 3: java - How to view and edit cacerts file? - Stack Overflow 4: HOW TO: Import or list certificates from Java cacerts file using … 5: Keytool: List Certificate - Java Certs - ShellHacks