Contact Center Certification

[arghakamaldey]

Has anyone given 500-443 exams recently ? I recently passed 500-442 exam and found to be difficult comapre to previous version of the exam. PCCE being introduced specailly .. now i am preparing for 500-443 exam.. does anyone given this exam recently ? I see it's also cover PCCE . Whoever gone through the exam can confirm if this is completely based on PCCE or it's mixed of both  PCCE and UCCE and UCCX ??

Any suggestion would be helpful for my preperation 

[bill.king1]

We're limited to being able to comment on the contents due to the Cisco confidentiality rules, but I personally found 500-443 to be harder than 500-442. CCX isn't mentioned in the exam description so I wouldn't worry about that and would focus on UCCE/PCCE.

[arghakamaldey]

Thanks Bill. That's what exactly wanted to hear to get an understanding how tough it would be. Thanks for the feedback.

[bill.king1]

No problem, maybe you'll find it different, but please share your experience if you don't mind after you take the test.
It is just tough since there are no study guides or whatnot that Cisco offers to give you a sense on what will be on the exam, until after you've taken it once.

[arghakamaldey]

I passed the exam on 2nd attempt.. agree that it was tough but if you read the Cisco documentation thoroughly we can do the exam easily.. just need to go through exam topic with Cisco documentation line by line... But in real world the exam question should not be like that it should be scenario based

[David Strong]

Which Cisco documents in particular would you recommend for each of the topics please?

[arghakamaldey]

PCS

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_12_0_1/maintenance/Guide/pcce_b_pcce-features-guide-12-0/pcce_b_pcce-features-guide-12-0_chapter_01010.html

Mobile agent

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_11_6_1/maintenance/Guide/pcce_b_pcce-features-guide-11-6/pcce_b_pcce-features-11-6_chapter_0111.html

JNDI

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp11_6/programming/guide/ccvp_b_element-specifications-for-cisco-unified-cvp11-6/ccvp_b_element-specifications-for-cisco-unified-cvp11-6_chapter_01...

Call Transfer

[arghakamaldey]

Bulk import

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_11_6_1/maintenance/Guide/pcce_b_admin-config-11_6/pcce_b_admin-config-11_6_chapter_0111.html

Finesse 3rd party gadget

https://developer.cisco.com/docs/finesse/#!upload-third-party-gadgets

PCCE

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_12_0_1/maintenance/Guide/pcce_b_admin-and-config-guide_120/pcce_b_admin-and-config-guide_120_chapter_0101101.html

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_12_0_1/design/Guide/pcce_b_soldg-for-packaged-cce-120/pcce_b_soldg-for-packaged-cce-120_chapter_0100.html

Rest I think are very basics.. if you work on day to day basis rest should be pretty easy for you

[David Strong]

Did you have a link for the call transfer topic please? And the CVP call flows... I have worked with ICM\CCE in a range of roles including design and support but these questions just stumped me completely

[arghakamaldey · Accepted solution]

Yeah this exam is tough and I would have been surprise if somebody actually passed on 1st attempt. 

Topic that you are looking for is as below. I have added few more topics for you to prepare which I forgot earlier. Any query just give me a shout.

Don't forget to mark this post as useful and accept as solution if you think it helped you.

Call transfer:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/srnd/11_0/CCVP_BK_11366AC9_00_1101-design-guide/CCVP_BK_11366AC9_00_1101-design-guide_chapter_01110.html

CVP Call flow models:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp12_0/configuration/guide/ccvp_b_configuration-guide-12-0/ccvp_b_configuration-guide-12-0_chapter_010.html#CCVP_RF_VB4C5F57_00

Call flows:
https://www.cisco.com/c/en/us/support/docs/customer-collaboration/virtualized-voice-browser-116-1/212644-technote-on-vvb-11-6-messge-flow-with-co.html#anc6

https://www.cisco.com/c/en/us/support/docs/customer-collaboration/virtualized-voice-browser-116-1/212644-technote-on-vvb-11-6-messge-flow-with-co.html#anc6

CUCM backup & restore:
https://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-callmanager/214626-configure-backup-and-restore-from-gui-in.pdf

CUIC:
https://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_911/design/guide/CUIC_BK_S53C8D8E_00_srnd-911_chapter_010.html#CUIC_RF_D2EC3B0D_00

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_1261/maintain_and_operate/guide/cuic_b_1261-admin-console-user-guide/cuic_b_1261-admin-console-user-guide_chapter_0101.html#CUIC_RF_...

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[David Strong]

Thanks thats brilliant. I cant mark as accepted solution as not my original question, sorry. Have marked as helpful

[arghakamaldey]

no worries.. Good luck with the preparation and the exam !! 

[David Strong]

I have just taken the 500-443 exam and failed it... It is ridiculously hard and a mixture of PCCE and CCE. I would suggest that not many of the answers can be found in any Cisco documentation and it is just a push to get people of the training courses. Alot of question of CVP database element and JNDI?? What that has to do with administering CCE or reporting I do not know. All in all not a great exam.

[lingxuan]

Thanks arghakamaldey. i failed 500-443 too,can i send the message to you ?

[arghakamaldey]

Sure you can