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Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:

1. Under which circumstances can the visible and private networks be converged in the Cisco Unified Contact Center Enterprise system?

A) under no circumstances
B) when the Cisco Catalyst switch has dual power supplies
C) when QoS is enabled on both networks
D) in cases in which there is gigabit bandwidth between sites

2. The output of an ACD Peripheral Gateway and a Cisco Unified Communications Manager Peripheral Gateway to the Central Controller Bandwidth Calculator spreadsheet tool provides three bandwidth values. How are they used?

A) The Medium and Low values are added together to size the priority queue for the QoS tagging at AF11.
B) The High and Medium values are added together to size the priority queue for the QoS tagging at AF31.
C) The three values are added together to get the total link that is required between the Peripheral Gateway and the call router.
D) The High value is used to size the priority queue for the QoS tagging at AF31.

3. You have been tasked to integrate the Cisco Unified Contact Center Enterprise solution with an existing Cisco Unified Communications Manager deployment. Which two factors need to be accounted for to ensure that the Cisco Unified Communications Manager nodes are not overloaded? (Choose two.)

A) number of users administering the Cisco Unified Communications Manager
B) BHCA for agent Cisco IP phones and Cisco Unified IP IVR ports and sessions
C) number of Cisco Agent Desktop PCs deployed for Cisco Unified Contact Center Enterprise
D) number of configured Cisco Unified Contact Center Enterprise agents and supervisors
E) number of translation routes built in the Cisco Unified Contact Center Enterprise system
F) server hardware model for Cisco Unified Communications Manager subscriber nodes

4. Which two functions are performed by the Cisco Unified Contact Center Enterprise CTI options for agents? (Choose two.)

A) presents information provided by the caller from the voice response system
B) presents caller data to agent in pre-call whisper with the Cisco IP phone
C) controls call and agent state
D) places outbound calls for agents in the Outbound Option Progressive mode
E) accepts Instant Messaging requests from third-party chat clients routed to the agent

5. During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the agent phone engaged?

A) from the point that the agent answers to the point that the agent hangs up
B) from the transfer to IVR to the point that the agent hangs up
C) from the point that the agent answers to the point that the agent is ready
D) from the call arrival to the point that the agent hangs up

Solutions: