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

1. The process of sending pre-call data about a call to a targeted site in the Cisco Unified Contact Center Enterprise solution is known as which of these terms?

A) pre-routing
B) translation routing
C) post-routing
D) event-based routing
E) service control routing

2. In a Cisco Unified Contact Center Enterprise deployment in which the agents are configured to "auto answer" calls in their agent desk settings, which behavior is expected of the system?

A) As soon as the agent hangs up the phone, the next queued call will be sent to the agent regardless of any timed after call work or wrap-up code entry requirement.
B) As soon as the agent hangs up the phone, the agent can change state to Not Ready to prevent being reserved for the next queued call.
C) If a timed after call work value is set for the system, the system will wait for this timer to expire before sending another call to the agent unless the agent state is changed manually to Available before the timer expires.
D) The system will wait for the agent to enter any required wrap-up code before sending the next queued call to the agent.

3. Which Cisco Unified ICM Administrative Server type does not require Microsoft SQL Server to be installed on the physical server?

A) Historical Data Server with Detail Data Server
B) Configuration Only Administrative Server
C) Administrative Server with Historical Data Server
D) Administration Client
E) Administrative Server with Real Time Data

4. In the Cisco Unified Communications Manager Sizing tool, how do you address a Cisco Unified Contact Center Enterprise design with 350 concurrent mobile agents that use 400 CTI port pairs?

A) Include only 350 as concurrent logged-in agents.
B) Include the 350 agents with their full BHCA, and use the CTI port section to add the additional 100 ports with a BHCA of zero.
C) Include an average of the agent and port count as 375 agents.
D) Treat the CTI port pairs as agents and include all configured ports in the count. Use 400 as the agent total.

5. DRAG DROP

Solutions: