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

2. In a multisite distributed call processing model for Cisco Unified Contact Center Enterprise, which statement is true?

A) More than one Cisco Unified Communications Manager cluster is supported.
B) Each Cisco Unified Communications cluster must have its own dedicated Cisco Unified IP IVR for queuing and treatment.
C) The Cisco Unified Contact Center Enterprise agents must be at the same site as the Cisco Unified Communications Manager cluster.
D) The Cisco Unified Communications Manager cluster must be located in one data center.

3. 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.

4. Which item is not a factor in determining bandwidth requirements for the visible network connection between the Cisco Unified Contact Center Enterprise Agent Peripheral Gateway and the call router?

A) number of call and ECC variables
B) number of agents
C) busy hour call attempts
D) number of skill groups per agent
E) number of call types

5. In the Cisco Unified Contact Center Enterprise solution, which agent-initiated transfer method is not supported?

A) consult transfer to another agent
B) consult transfer to a skill group or queue
C) blind transfer to another agent
D) hookflash transfer to the Cisco Unified IP IVR

Solutions: