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

1. In the Cisco Unified Contact Center Enterprise solution with clustering over the WAN, which statement is true about the Cisco Unified Communications Manager Peripheral Gateway duplex pair?

A) The PGs must be co-located at one side or the other of the Cisco Unified Communications Manager cluster.
B) The PG may use the highly available WAN connection between the sites (visible network) for all traffic-visible and private.
C) The PG private network may be shared with any other private connections-PGs or Call Routers/Loggers.
D) Each side of the Peripheral Gateway pair (side A and side B) must be configured to point to a local and a remote CTI Manager across the WAN from the PG location.

2. Which Cisco Unified Contact Center Enterprise CTI Desktop option requires the use of VoIP Monitor Server with SPAN port-based monitoring to support supervisor silent monitoring of agent calls?

A) Cisco Unified Contact Center Enterprise CTI Object Server Agent Desktop
B) Cisco Unified CRM Connector for Siebel
C) Cisco Unified Contact Center Enterprise CTI Object Server or Cisco Agent Desktop with Outbound option enabled
D) Cisco Unified Contact Center Enterprise Cisco Agent Desktop

3. All of these statements correctly describe the role of voice gateways in Cisco Unified Contact Center Enterprise deployments except which one?

A) When a voice gateway uses multiple protocols (SIP, H.323), each protocol requires its own dedicated DSP resources.
B) When calls arrive from the PSTN to Cisco H.323 gateways and are sent to Cisco Unified IP IVR for prompt and collect treatment, MTP resources must be allocated in deployments.
C) Cisco voice gateways can be used to help integrate traditional ACDs into a Cisco Unified Contact Center Enterprise environment by implementing TDM connections between gateways and ACDs.
D) Cisco voice gateways can communicate with Cisco Unified Communications Manager using SIP, H.323, or MGCP.

4. What is the impact of using a Call Type node in a routing script for the Cisco Unified Contact Center Enterprise system?

A) The call type is changed and maintains the old data in the original call type.
B) There is no impact, the call type is only used for the initial script selection process.
C) The call is reclassified and the system picks a new routing script based on the call type.
D) The call is reset to the new call type, like a new call with all counters reset to zero.

5. In the default configuration of the Cisco Unified Contact Center Enterprise 8.0(x), when an agent enters an incorrect password, the system automatically takes which action?

A) There is no tracking of unsuccessful log-in attempts, and the system does not make any attempt to lock out the agent.
B) The system locks the agent out for three minutes after three unsuccessful log-in attempts in a five-minute period.
C) The system locks the agent out for 10 minutes after five unsuccessful log-in attempts in a 30minute period.
D) The system locks the agent out for 15 minutes after three unsuccessful log-in attempts in a 15minute period.

Solutions: