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

1. When using the Cisco Unified Contact Center Enterprise 8.0(x) Multi-Line ACD feature, which configuration item is not supported in the Cisco Unified Communications Manager?

A) Busy triggers on each line must be set to one.
B) Lines can be configured to forward calls to other lines on the phone.
C) Agent ACD line can be a shared line.
D) Maximum number of calls on each line must be set to two.

2. Cisco provides a set of sizing tables in the Cisco Unified Contact Center Enterprise 8.0(x) Design Guide (SRND). These tables show the private network bandwidth that is required for the clustering over the WAN deployment model. Using these tables, how much bandwidth is required to support the following configuration:
BHCA coming into the contact center is 10,000.
One hundred percent of calls are treated by the Cisco Unified IP IVR, and 40 percent are queued.
All calls are sent to agents unless they are abandoned; 10 percent of calls to agents are transfers or conferences.
Four Cisco Unified IP IVRs are used to treat and queue the calls, with one Peripheral Gateway pair supporting them.
There is one Cisco Unified Communications Manager Peripheral Gateway pair for a total of 900 agents.
Calls have ten 40-byte call variables and ten 40-byte ECC variables.

A) Recommended Link: 2,550,000 with a Recommended Queue of 1,998,000
B) Recommended Link: 1,275,000 with a Recommended Queue of 999,000
C) Recommended Link: 330,000 with a Recommended Queue of 264,000
D) Recommended Link: 5,100,000 with a Recommended Queue of 3,996,000

3. In the Cisco Unified Contact Center Enterprise solution, what is the impact on the system if inbound call volume increases?

A) Agent capacity on the Cisco Unified Communications Manager subscribers in the cluster decreases.
B) Agent reporting capacity in WebView decreases.
C) Agent capacity on the Cisco Unified Contact Center Enterprise call routers decreases.
D) Agent capacity on the Cisco Agent Desktop servers decreases.

4. Which two configuration tasks are necessary in Cisco Unified Communications Manager for the Cisco Unified Contact Center Enterprise solution? (Choose two.)

A) configure the agent ID, supervisor ID, and system administrator password
B) configure agent IP phone, supervisor IP phone, and CTI route points
C) configure agent targeting rules for agent IP phone dialed numbers
D) configure the agent, supervisor, and CTI user accounts
E) configure device associations of agent phones and CTI devices with the peripheral gateway user
F) configure Cisco Unified IP IVR translation routes

5. When configuring Cisco Unified Communications Manager for use with the Cisco Unified Mobile Agent option of Cisco Unified Contact Center Enterprise, which statement is true?

A) Each mobile agent must have its own unique JTAPI user in Cisco Unified Communications Manager.
B) Each mobile agent can use one set of CTI ports from a pool of remote CTI ports and local CTI ports.
C) Each mobile agent must have a Cisco Extension Mobility profile to log in remotely.
D) Each mobile agent must have its own dedicated set of CTI ports that are tied to the Agent ID in Cisco Unified Contact Center Enterprise.

Solutions: