Cisco 400-051 Exam

Which statement describes DTMF processing on Cisco Unified Contact Center Express with supported SIP-based agent IP phones that are registered to Cisco Unified Communications Manager?

  • A. Cisco Unified CCX receives the DTMF digits via SIP NOTIFY messages.
  • B. Cisco Unified CCX receives the DTMF digits in the RTP payload based on RFC 2833.
  • C. Cisco Unified CCX receives the DTMF digits via JTAPI messages.
  • D. Cisco Unified CCX receives the DTMF digits via SIP INFO messages.
  • E. Cisco Unified CCX receives the DTMF digits as part of the audio encoding in the RTP stream.
Answer: Option C.
Explanation: 

Unified CCX CTI ports are notified of caller-entered digits (DTMF input) via JTAPI messages from Unified CM. Unified CCX does not support any mechanism to detect in-band DTMF digits where DTMF digits are sent with voice packets. In deployments with voice gateways or SIP phones that only support in-band DTMF or are configured to use in-band DTMF, an MTP resource must be invoked by Unified CM to convert the in-band DTMF signaling so that Unified CM can notify Unified CCX of the caller-entered digits. Be sure to enable out-of-band DTMF signaling when configuring voice gateways in order to avoid using the previous MTP resources.
Reference: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/design/guide/UCCX_BK_C39FDB35_00_cisco-unified-contact-center-express_chapter_010.html

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