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

1. In the Cisco Unified Contact Center Enterprise solution, what is the impact to the system if call queue times increase?

A) No additional ports are required because the system will automatically put callers on hold in Cisco Unified Communications Manager waiting for a queue port to become available.
B) Additional Cisco Unified Communications Manager MTP resources are required to terminate media longer for callers in queue.
C) Additional Cisco Unified Contact Center Enterprise Call Routers and Loggers are required.
D) Additional queue ports may be required to ensure that callers are able to be queued and hear appropriate treatment.

2. In the Cisco Unified Contact Center Enterprise solution, which CTI option is required to support an integration to drive Siebel agent workflows and provide data to the Siebel application?

A) Cisco Unified Contact Center Enterprise CTI Object Server with the Siebel CRM Connector
B) Cisco Unified Contact Center Enterprise Cisco Agent Desktop with optional keystroke macro integration
C) either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or CTI Object Server
D) Cisco Unified Contact Center Enterprise Cisco Agent Desktop Browser Edition with Siebel using the embedded browser option
E) either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or Cisco Agent Desktop Browser Edition

3. What role does Cisco Unified Communications Manager play in the Cisco Unified Contact Center Enterprise solution?

A) call switching to agent and Cisco Unified IP IVR
B) interactive voice response system
C) automatic call distribution
D) integrated call distribution

4. Which tool is used in Cisco Unified ICM to develop call flows for the Cisco Unified Contact Center Enterprise solution?

A) Router Log Viewer
B) Call Tracer
C) Applications Editor
D) Script Editor
E) Config Manager

5. 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

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