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

1. When using the Cisco Unified Outbound Option SIP Dialer 8.0(x), which statement is true?

A) The SIP Dialer requires two MR PIMs for duplex SIP dialers.
B) The SIP Dialer uses Cisco Unified Communications Manager routing and dial plans for outbound call routing.
C) The SIP Dialer scales to 60 calls per second per dialer.
D) The SIP Dialer engages the agent peripheral gateway for each outbound call.

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

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

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

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

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

5. Where in the Cisco Unified ICM Logger database are call queuing statistics captured and reported when calls are queued in Cisco Unified Contact Center Enterprise with Cisco Unified IP IVR?

A) Skill Group tables
B) Call Type tables
C) Call Termination Detail table
D) Route Call Detail table

Solutions: