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

1. During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the voice gateway port engaged?

A) from the call arrival to the point that the agent hangs up
B) from the call arrival to the point that the agent answers
C) from the call arrival to the point that the agent is ready
D) from the transfer to IVR to the point that the agent hangs up

2. What impact does the Cisco Unified Contact Center Enterprise 8.0(x) Mobile Agent option have on the agent peripheral gateway?

A) The number of call-by-call agents with CTI OS cannot be more than 1025.
B) The number of nailed-up agents with CTI OS cannot be more than 1156.
C) The number of call-by-call agents with Cisco Agent Desktop cannot be more than 1,000.
D) There is no impact.
E) The number of mobile agents must be less than 500.

3. Which factor has the largest impact on bandwidth sizing for the visible network connection between the Cisco Unified Contact Center Enterprise VRU Peripheral Gateway and the Call Router?

A) number of agents
B) percentage of calls queued
C) busy hour call attempts
D) number of call and ECC variables

4. Which of the following is a true statement regarding the design and operation of a highly available Cisco Unified Contact Center Enterprise solution?

A) Call processing must never occur on a Cisco Unified Communications Manager publisher, even in failover conditions.
B) 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.
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) 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.

5. Which three of these statements about QoS in a Cisco Unified Intelligent Contact Management (ICM) solution are correct? (Choose three.)

A) Traffic marking in Cisco Unified Intelligent Contact Management means that configuring separate private high and private medium/low sets of IP addresses is no longer necessary, because the ICM tags the priority of the packets correctly.
B) The high priority queue for the Private Network should be granted 75 percent of total available bandwidth.
C) The high priority queue for the Private Network should be granted 65 percent of total available bandwidth.
D) In a Cisco Unified Intelligent Contact Management network, if the traffic is marked in the ICM, QoS trust needs to be enabled on access-layer routers and switches.
E) The high priority queue for the Private Network should be granted 90 percent of total available bandwidth.

Solutions: