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

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

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, including any hold time during the call
C) 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
D) the time that the agent spent talking to the caller plus the queue time for the call and any wrap-up time

3. Erlang calculations are used to size contact center resources. Which two types of resources are sized by using Erlang-B? (Choose two.)

A) MTP resources
B) agents
C) PSTN gateway trunks
D) IVR ports

4. During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the Cisco Unified IP IVR engaged?

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

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

Solutions: