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Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
1. Which of the following is a true statement regarding the design and operation of a highly available Cisco Unified Contact Center Enterprise solution?
A) If a Cisco Unified Contact Center Enterprise child system loses a WAN connection with the parent Cisco Unified ICM, it is not possible under any circumstances to queue newly arrived calls at that child.
B) SRST is a Cisco Voice Gateway feature that allows agent phones and their associated CTI Desktop to home to the local SRST gateway in the event that the gateway loses connection with the Cisco Unified Communications Manager that is controlling it.
C) When a Cisco Unified Contact Center Enterprise VRU PG fails, all calls in queue on that Cisco Unified IP IVR are dropped unless there is a default script loaded on the Cisco Unified IP IVR.
D) Call processing must never occur on a Cisco Unified Communications Manager publisher, even in failover conditions.
2. In a Cisco Unified Contact Center Enterprise deployment with geographically redundant central controllers, a new site is added with two new Admin Workstations as the only AWs at the site. What is the recommended configuration (AW type) for these two machines?
A) 2 - Client AWs
B) 1 - Secondary Distributor AW, 1 - Client AW
C) 1 - Primary Client AW, 1 - Secondary Client AW
D) 2 - Secondary Distributor AWs
E) 1 - Primary Distributor AW, 1 - Secondary Distributor AW
F) 1 - Primary Distributor AW, 1 - Client AW
3. When using agent targeting rules in Cisco Unified Contact Center Enterprise 8.0(x), which statement is true?
A) Agent labels must be created for each routing client that can route calls to an agent.
B) Agent extensions can be defined as a range, without having to build each device target.
C) Agent targeting rules are not allowed with translation routes.
D) Agent device targets must be created for each phone that is used by an agent.
4. Which two functions are performed by the Cisco Unified Contact Center Enterprise CTI options for agents? (Choose two.)
A) presents caller data to agent in pre-call whisper with the Cisco IP phone
B) controls call and agent state
C) presents information provided by the caller from the voice response system
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. When considering which type of CTI Desktop to deploy with the Cisco Unified Contact Center Enterprise solution, what is the difference between Cisco Agent Desktop and CTI Object Server (CTI OS) Desktop?
A) Cisco Agent Desktop lets you view agent and team statistics from the desktop.
B) Cisco Agent Desktop lets you transfer calls by using a dial pad.
C) Cisco Agent Desktop lets you silence monitor agents from the supervisor desktop.
D) Cisco Agent Desktop lets you record calls locally from the desktop without a third-party recording solution.
Solutions:
Question # 1 Answer: C | Question # 2 Answer: E | Question # 3 Answer: B | Question # 4 Answer: B,C | Question # 5 Answer: D |

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