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

1. Cisco provides a set of sizing tables in the Cisco Unified Contact Center Enterprise 8.0(x) Design Guide (SRND). These tables show the bandwidth that is required for the Cisco Agent Desktop and Supervisor Desktop. Using these tables, how much average bandwidth is required to support 200 agents and 20 supervisors at a remote site across the WAN?

A) 3.7 kB/s
B) 6.5 kB/s
C) 8.32 kB/s
D) 7.4 kB/s

2. When using the Cisco Unified Communications Manager Extension Mobility feature with Cisco Unified Contact Center Enterprise, which two are the correct sequences for agent login and logout? (Choose two.)

A) Log out of Extension Mobility and Cisco Agent Desktop at the same time.
B) Log in to Extension Mobility and Cisco Agent Desktop at the same time.
C) Log in to Cisco Agent Desktop followed by Extension Mobility.
D) Log in to Extension Mobility followed by Cisco Agent Desktop.
E) Log out of Extension Mobility followed by Cisco Agent Desktop.
F) Log out of Cisco Agent Desktop followed by Extension Mobility.

3. Which Cisco Unified Contact Center Enterprise CTI Desktop option requires the use of VoIP Monitor Server with SPAN port-based monitoring to support supervisor silent monitoring of agent calls?

A) Cisco Unified CRM Connector for Siebel
B) Cisco Unified Contact Center Enterprise Cisco Agent Desktop
C) Cisco Unified Contact Center Enterprise CTI Object Server or Cisco Agent Desktop with Outbound option enabled
D) Cisco Unified Contact Center Enterprise CTI Object Server Agent Desktop

4. A new contact center deployment does not have an exact busy hour call attempt number for the sizing tools. The customer plans to hire 1500 agents and projects that each call will average four minutes, including wrap-up. Which value is the best estimate to use for busy hour call attempts?

A) 10,000
B) 22,500
C) 15,000
D) 30,000
E) 24,750

5. What is the impact of co-loading the Cisco Unified Outbound SIP Dialer on the same servers as the agent peripheral gateway in the Cisco Unified Contact Center Enterprise 8.0(x) system?

A) Cisco Unified Outbound Dialer reduces agent capacity by a factor of 1.33-each outbound port is equivalent to 1.33 agents on the peripheral gateway.
B) Cisco Unified Outbound Dialer reduces agent capacity by a factor of 15-each outbound port is equivalent to 15 agents on the peripheral gateway.
C) Cisco Unified Outbound Dialer reduces agent capacity by a factor of four-each outbound port is equivalent to four agents on the peripheral gateway.
D) Cisco Unified Outbound Dialer does not reduce agent capacity on the peripheral gateway server.

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