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

1. When sizing the Cisco Unified Communications Manager cluster in a Cisco Unified Contact Center Enterprise solution with the Cisco Unified IP IVR, which factor must be taken into account?

A) the number of dialed numbers configured in the Cisco Unified Contact Center Enterprise Call Router
B) the number of Run VRU script nodes executed by the Cisco Unified Contact Center Enterprise routing script once the call is terminated in the Cisco Unified IP IVR
C) the total number of CTI route points, CTI ports, and BHCAs associated with the Cisco Unified IP IVR
D) the maximum number of concurrent agents in the Cisco Unified Contact Center Enterprise system
E) the maximum number of concurrent calls in progress in the Cisco Unified IP IVR, serviced by CTI ports

2. In the Cisco Unified Contact Center Enterprise solution, what is considered "Agent Handle Time"?

A) the time that the agent spent talking to the caller plus any network time that was used during ringing, call transfers, and holds during the call
B) the time that the agent spent talking to the caller plus the queue time for the call and any wrap-up time
C) the time that the agent spent talking to the caller, including any hold time during the call
D) the time that the agent spent talking plus any wrap-up time that is associated with the call, including any hold time during the call

3. A Cisco Unified Contact Center Enterprise solution is designed with geographic redundancy for the central controllers (with separate call routers and loggers). If Call Router Side A has device majority and its Ethernet private network NIC fails, which two events will occur? (Choose two.)

A) The system will operate as it did prior to failure.
B) The Call Router Side B will stay active, while the Call Router Side A will go idle.
C) Both sides will go active.
D) There is no ability to make configuration changes nor write any historical data to Logger A from Call Router A.
E) The Call Router Side A will stay active, while Call Router Side B will go idle.

4. In the Cisco Unified Contact Center Enterprise 8.0(x) system, if an agent requires more than five skills, what is the impact to the Peripheral Gateway?

A) None, agents can have an unlimited number of skills defined.
B) None, agents can only have five skills defined.
C) As skills are added to agents, the total number of agents supported on the PG is decreased to a maximum of 50 skills per agent with 484 total agents.
D) As skills are added to agents, the total number of agents supported on the PG is decreased to a maximum of 20 skills per agent with 1000 total agents.

5. As part of the Cisco Unified Contact Center Enterprise 8.0 solution, how is the Cisco Unified Intelligence Center 8.0(x) deployed?

A) on a dedicated appliance server running the Cisco Voice Operating System
B) co-loaded on an administrative server just like WebView was in prior versions
C) on a dedicated appliance server running Microsoft Windows 2003 Server
D) on a Cisco Unified Computing System B-Series VMware image with one virtual CPU and 8 GB of RAM

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