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91 Cards in this Set
- Front
- Back
What percentage of the Market share is Cisco Webex? |
51% |
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What is the WebEx SaaS Architecture at a high level? |
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What is a WebEx Meeting Zone? |
Meeting data exchange such as desktop sharing, chat, document sharing, web sharing |
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What is WebEx WebZone? |
Pre-meeting experience like schedule meeting. Start and Join meeting, post meeting experience, like playback meeting recording. |
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What is WebEx management system? |
Management and monitoring of the meeting zone and web zone. Configuration and monitoring of WebEx node. |
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Who is Cisco Cloud Connected audio designed for? |
Enterprise customers with high volume of audio conferencing |
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How does Cisco WebEx Cloud Connected audio reduce audio costs? |
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How do hybrid solutions with CCA and PSTN audio work? |
Hybrid solutions provides flexibility to customer to use WebEx PSTN numbers in countries where they do not have an IP network. |
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What is CCA? |
Cisco Configuration Assistant
This simplifies the task of configuring, deploying, and administering Cisco Smart Business Communications system.
NOTE: This improves network security and performance and substantially reduces deployment and configuration time
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When would you choose WebEx Meetings Server? |
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Why would you choose SaaS WebEx? |
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What is a High-level WebEx on-premises server. |
Optimized for 100% secure, behind-the-firwall, VPN-less Access that integrates with your Corporate User Mangement and UC infrastructure. |
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What is Resolution? |
The number of distinct Pixels in each dimension that can be displayed. |
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What is Video Format? |
There are different layers of video transmission and storage, each with its own set of formats to choose from. For transmission, there is no physical connector and signal protocol. |
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What is Bandwidth? |
Data Rate measured in bits per second, often measured with low and high range. |
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What is signaling? |
The processing of physical (digital) signal that is a representation of a sequence of discrete values, for example of an arbitrary bit stream, or a digitized analog signal. |
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What is the compression ratio of telepresence traffic characteristics? |
99% compression ratio
NOTE:
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What are main video protocols used with telepresence? |
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What protocol is applicable to narrow band video call? |
H.320 |
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What IP based protocol is widely deployed? |
H.323 |
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What protocol is the newer protocol than H.320 and H.323, more efficient and may support other applications. |
SIP
Session Initiation Protocol |
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Name some characteristics of SIP. |
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Name some characteristics of Immersive Support.
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Continuous Presence
UCM integration Conference Pins H.323 VCS integration HD |
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What is VCS? |
Voice Communication Server
Provides flexible and extensible video conferencing applications. |
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What is MCU? |
Multipoint Control Unit
This is a device commonly used to bridge video conferencing connections.
NOTE: The multipoint control unit is an endpoint on the LAN that provides the capaility for three or more terminals and gateways to participate in multipoint connverence. |
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Where is VCS Cotrol located? |
Voice Communication Server
The heart of the video network. |
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What are the primary roles of the VCS control |
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What does a Telepresence Conductor do? |
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What does Conference Virtualization mean? |
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What does Resource Management / Conference Bridge Selection do? |
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What does Centralized Conference Provisioning and Administration do? |
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In ad hoc audio and video how is the conductor treated by CUCM |
Conductor is treated as video resources by CUCM regardless if Conductor Conference Template is capped at Audio Only |
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How can you maximize telepresence server capacity? |
Maximize telepresence server capacity by falling back to audio when resources are limited. |
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Where is the TMS located? |
Telepresence Management Suite
Only at one site |
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What is TMS? |
Cisco TelePresence Management Suite
This suite offers complete control and management of multiparty conferencing, infrastructure, and endpoints, to centralize management of your entire video collaboration and telepresence network |
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What is TCS? |
Cisco TelePresence Content Server
This is a network appliance that enables organizations to share knowledge and enhance communication by recording their video conferences and multimedia presentations for live and on-demand access. |
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What is a Call Center? |
A functional area within an organization or an outsourced, separate facility that exists solely to answer inbound or place outbound telephone calls; usually a sophisticated voice operations center that provides a full range of high-volume, inbound or outbound call-handling services, including customer support, operator services, directory assistance, multilingual support, credit services, card services, inbound and outbound telemarketing interactive voice response and web-based services, |
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What is caller experience? |
How the customer is treated |
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What is caller Segmentation? |
AKA priority routing
Provides different treatment by type or value. |
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What is Service Lead? |
How quickly the calls are answered, or the percent of calls answered within X seconds. |
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What is Agent Occupancy? |
This is a measure of productivity, the percentage of time used actually handling contacts. |
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What is IVR?
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Interactive Voice Response
Voice Self Service that provides services to your customers at 80-97% reduction in cost per transaction |
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What is email routing and management? |
Email management routing, managing and reporting on email as another type of "call" and "blending" with phone calls |
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Was the customer's question answered? This is known as what? |
This is known as first call resolution. |
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Did the agent know who the customer was? |
This is CTI screen pop. |
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What is CTI Screen Pop? |
Computer Technology Integration
This provides the agent with information about the caller, and is used for call routing, screen pop's, reporting, and other related functions |
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Whats the customers account number? |
We have integrated applications to provide this information, often in a CTI screen pop. |
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Was the automated questions (IVR) understandable? Why do we need to know this? |
This is a questions that many companies ask about their user experience. |
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How long was the customer on hold? |
CTI screen pops allow the agents to have the right information quicker, so customers do not have to wait. |
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What 3 components make up a call center? |
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What is ACD |
Automatic Call Distribution
Systematically routes inbound calls to the next scheduled, available, or logically selected agent
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How does the customer use the IVR? |
They listen to recorded messages, text or speak answers responding to the messages, directing them to the proper location. |
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What is MC?
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Multi-Channel
Contact Centers demand multichannel capabilities Increased agent utilization and service offerings Two Categories:Web Chat and Email |
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What is WFM |
Workforce Management
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In customer Collaboration what are the waves of innovation. |
WAVE 1: Transactions WAVE 2: Relationship WAVE 3: Experience |
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Companies are Executing their buying experience in 3 waves. What are they?
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WAVE 1: Cost and Efficiency
WAVE 2: Customer Relationship WAVE 3: Complete Experience |
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What is HCS-CC? |
Hosted Collaboration Solution for Contact Center
They are designed to enhance customer satisfaction, improve agent productivity, and create more revenue opportunities. Agents are connecting customers with personalized information, expertise, and support they need, when and where they need it most. |
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What are the Visual Collaboration Trends? |
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What are the Mobile Collaboration Trends? |
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What are the Social Collaboration Trends? |
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What are the Virtual Collaboration Trends? |
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What is UCCX? |
Unified Contact Center Express
This delivers a highly secure, available, virtual, and sophisticated customer interaction management solution for up to 400 agents |
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What are the basic components of UCCX? |
Unified Contact Center Express
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What is a VG? |
Voice gateways
These are devices that communicate with other voice gateways, gatekeepers, their respective endpoints, and call control agents, such as Cisco Unified Communications Manager or a PBX via voice signaling and media protocols which include MGCP, H.323, SIP, SCCP and RTP. Voice signaling and media protocols will all be described in detail later in this guide |
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What is CM? |
Cisco Unified Communications Manager
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What is CCX? |
Contact Center Express
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What is CAD? |
Cisco Agent Desktop
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How does IVR respond to callers? |
Recorded messages or text to speech in response to the callers input of either DTMF signaling or speech. |
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What is CTI? |
Computer Telephony Integration
The amalgamation of a telephone system and computer applications providing systems, callers and agents information for a use for call routing, screen pops, reporting and other related functions.
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When using UCCX (Unified Contact Center Express) what does outbound mean? |
The ability to import a list of customer or prospect into UCCX and systemically outdial them within the context of the call center. UCCX enables either dedicated or blended inbound/outbound contact management. |
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What is Web Chat?
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Ability for customers to request assistance via web using form input.
Requests are put through separate CSQ for routing agents Agent provided text chat window in CAD |
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What does IVR do as a service component for CCX (Contact Center Express?) |
Interactive Voice Response
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What does Telephony Platform Interface do as a service component for CCX (Contact Center Express?) |
Provides an interface to the telephony platform for handling voice calls. |
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What does ACD do as a service component for CCX (Contact Center Express?) |
Automatic Call Distribution
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What is EIM? |
Cisco Unified E-Mail Interaction Manager
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What us WIM? |
Cisco Unified Web Interaction Manager
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What is quality Management? |
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What is the minimum number of seats a customer must buy for a new sale in UCCX? |
Unified Contact Center Express
All packages require a minimum of 10 seats for a new sale. |
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What is Standard UCCX Packaging? |
Unified Contact Center Express
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What is Enhanced UCCX packaging? |
Unified Contact Center Express
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What is Premium UCCX packaging? |
Unified Contact Center Express
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What is UCCE? |
Unified Contact Center Enterprise
Cisco UCCE delivers intelligent contact routing, call treatment, networking-to-desktop computer telephony integration, and multichannel contact management over an IP infrastructure. UCCE provides. |
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How does UCCE help with self-service? |
Unified Contact Center Express
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What are the steps in Cisco Social Miner? |
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What is Cisco Social Miner? |
This works providing social media monitoring, queuing, and workflow to organize customer posts on social media networks and deliver them to your social media customer care team, your company can respond to customers in real time using the same social network they are using. |
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What is Cisco MediaSence? |
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Why sell Customer Collaboration |
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What market points should you touch on with a Type A customer (High Touch)in collaboration? |
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What market points should you touch on with a Type B Customer (Mass Market)in collaboration? |
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What market points should you touch on with someone who is also purchasing UC (attach) in collaboration? |
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What is CUIC? |
Cisco Unified Intelligence Center
You can create a comprehensive information portal where Contact Center reports and dashboards can be developed and shared throughout your organization. |