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

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

2. In the Cisco Unified Contact Center Enterprise solution with Cisco Unified Communications Manager clustering over the WAN, how is the private network for the Peripheral Gateways sized?

A) The PG private network bandwidth is based on the BHCA handled by the Cisco Unified Communications Manager.
B) The PG private network bandwidth is based on the total number of agents on the Cisco Unified Communications Manager.
C) The PG private network bandwidth is fixed at a T1 speed, regardless of call or agent volume.
D) The PG private network bandwidth is double that of the Router/Logger private network in the system.

3. Which database table is likely to be the largest in a deployment of the Cisco Unified Contact Center Enterprise deployment with the Outbound Option?

A) Master_Script Table
B) Campaign Table
C) Peripheral_Monitor Table
D) Bucket_Intervals Table
E) Dialer_Detail Table

4. Erlang-C calculations require multiple inputs, including a target service level. What does the service level goal of 90/30 imply?

A) Ninety percent of all calls will go directly to agents without queuing.
B) Ninety percent of all calls will queue for 30 seconds.
C) Ninety percent of all calls will be handled by agents within 30 seconds.
D) Ninety percent of all calls will be answered within 30 seconds by an agent.

5. When using the Cisco Unified IP IVR in a Cisco Unified Contact Center Enterprise solution, what are three best practices to improve the availability of the solution? (Choose three.)

A) Add multiple duplex or redundant Cisco Unified IP IVRs to create a Cisco Unified IP IVR cluster.
B) Use the Cisco Unified Communications Manager call forwarding features on CTI route points and devices associated with the Cisco Unified IP IVR.
C) Use default scripts in the Cisco Unified IP IVR.
D) Use Cisco Unified Contact Center Enterprise scripting to control call delivery to Cisco Unified IP IVRs based on available ports or peripheral status.
E) Use the Cisco Unified IP IVR high-availability option.
F) Use default labels in the Cisco Unified Contact Center Enterprise routing scripts.

Solutions: