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

1. 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) 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.
C) The system will wait for the agent to enter any required wrap-up code before sending the next queued call to the agent.
D) 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.

2. Cisco provides a web-based Cisco Unified Communications Sizing Tool as well as a Cisco Unified Communications Manager Capacity Tool. Which statement best identifies the differences between these two tools?

A) The Cisco Unified Communications Manager Capacity Tool includes sizing factors for the Cisco Unified Contact Center Enterprise such as outbound dialer ports and mobile agents.
B) The Cisco Unified Communications Manager Capacity Tool allows for growth factors to size the system.
C) The Cisco Unified Communications Sizing Tool provides Cisco Unified Communications Manager cluster sizing guidance.
D) The Cisco Unified Communications Sizing Tool provides hardware recommendations for both Cisco Unified Communications Manager and Cisco Unified Contact Center Enterprise.

3. When the Cisco Unified Contact Center Enterprise system transfers a call to the Cisco Unified IP IVR using a "Translation Route to VRU" node, which label is sent to the routing client?

A) Cisco Unified Communications Manager CTI route point
B) Cisco Unified IP IVR CTI port
C) Cisco Unified Communications Manager MTP
D) Cisco Unified IP IVR CTI route point

4. All of these statements about high availability with a Cisco Unified Intelligent Contact Management (ICM) central controller are true except which one?

A) There is no impact on call processing during a Cisco Unified ICM Logger failure.
B) During Cisco Unified ICM call router failover processing, calls in progress in Cisco Unified IP IVR will be disconnected, but all new calls will be successfully processed.
C) In the event that the private LAN fails, the peripheral gateways are used to help determine the active call router side of the duplex pair.
D) In the event that one call router of a duplex pair of Cisco Unified ICM call router fails, the surviving call router recognizes the failure when it receives no response to heartbeats over the private LAN.

5. Which statement is correct about the Erlang-C sizing calculation model?

A) Erlang-C plans for a percentage of calls to be blocked or dropped in the calculation.
B) Erlang-C assumes that calls that do not find an available agent will be blocked or dropped.
C) Erlang-C is used for sizing IVR, PSTN trunk, and queue ports.
D) Erlang-C is used for sizing agents in a queuing model.

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