Designing Cisco Unified Contact Center Enterprise (UCCED) v1.0

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Which three benefits does a Cisco Unified Contact Center Enterprise centralized deployment with small agents branch provide? (Choose three.)

  • A. It requires only a small data switch and router, IP phones, and agent desktops at remote sites for a few agents.
  • B. It requires only limited system and network management skills at remote sites.
  • C. Small remote branches require PSTN and SIP trunks, in addition to the ones needed for local POTS lines for emergency services (911) in the event of a WAN link loss.
  • D. PSTN trunks for incoming traffic connect to data centers for efficiency.
  • E. It does not use VoIP WAN bandwidth when an agent is answering the call.
  • F. Calls extend over the WAN only while calls are in queue.


Answer : ABD

Which three WAN/MAN configurations are valid in the Cisco Unified Contact Center Enterprise clustering over the WAN deployment model? (Choose three.)

  • A. A highly available visible network WAN/MAN/DWDM and a dedicated private network WAN.
  • B. A highly available MPLS WAN shared by the visible and private networks with a 2 second convergence time.
  • C. A highly available MPLS WAN shared by the visible and private networks where the private network is pinned to a single path and the visible network aligned to an alternate path failing to the private network path as redundant link with QoS and bandwidth provisioning.
  • D. A highly available DWDM/CWDM network shared by the visible and private networks with a sub-500 ms convergence time.
  • E. All traffic is converged on a single MPLS network by using appropriate QoS markings and settings to ensure latency and bandwidth requirements.
  • F. A highly available DWDM/CWDM network shared by the visible and private networks with 1500 ms convergence time.


Answer : ACD

Which two options are required for the private link in the Cisco Contact Center Enterprise solution? (Choose two.)

  • A. path diversity
  • B. Layer 3 quality of service prioritization and queuing
  • C. max of 1500 ms round trip time latency tolerance
  • D. variable layer subnet masking


Answer : AB

In a Cisco Finesse 10.0(x) deployment, primary and secondary nodes can be installed on separate domains. Which two requirements must be met for the pair to work properly? (Choose two.)

  • A. Each Cisco Finesse server should be able to perform DNS lookup of the other server using fully qualified domain name.
  • B. Primary and secondary Cisco Finesse servers should only communicate with IP address.
  • C. All Cisco Finesse clients should be able to perform DNS lookups of the Cisco Finesse servers using the FQDN.
  • D. All Cisco Finesse clients should connect to the server with IP address.
  • E. All Cisco Finesse clients should be local to the Cisco Finesse servers.


Answer : AC

Which two primary factors affect bandwidth sizing between a Cisco Unified Intelligence Center server and client? (Choose two.)

  • A. number of historical reports the user is running concurrently
  • B. number of concurrent agents logged on to Cisco Unified Intelligence Center
  • C. number of historical database servers in the deployment
  • D. number of real-time reports the user is running concurrently
  • E. total ECC variables in bytes


Answer : AD

Which option initiates Test Other Side in the Cisco Contact Center Enterprise solution?

  • A. Side A OPC
  • B. Side A MDS
  • C. Side B OPC
  • D. Side B MDS
  • E. OPC with disabled clock
  • F. MDS with the disabled clock


Answer : F

Which three statements about the high availability of Cisco Unified Intelligent Contact Management central controller are valid? (Choose three.)

  • A. If one ICM call router of a duplex pair of Cisco Unified ICM call routers fails, the surviving ICM call router recognizes the failure when it receives no response to heartbeats over the private LAN.
  • B. During Cisco Unified ICM call router failover processing, calls in progress in Cisco Unified Customer Voice Portal are disconnected, but all new calls are processed successfully.
  • C. If ICM Logger side A fails, the impact of call processing is limited to ICM call router side A.
  • D. If ICM Logger side A fails, router side B cannot send historical info to ICM Logger side A and is limited to ICM Logger side B.
  • E. There is no impact on call processing during a Cisco Unified ICM Logger failure.
  • F. If the private LAN fails, the peripheral gateways are used to help determine the active call router side of the duplex pair.
  • G. If ICM Logger side B fails, the ICM Router side B cannot send real-time and historical info to logger side A.


Answer : AEF

Which option describes when a call type is assigned to a call in the Cisco Unified Contact Center Enterprise system?

  • A. when the call is routed to an agent
  • B. when the call is first post-routed from Cisco Unified Customer Voice Portal
  • C. when the call terminates and data is written to the Cisco TCD table
  • D. when a call-routing script hits the first Queue to Skill Group node


Answer : B

In a Cisco Unified Contact Center Enterprise deployment with geographically redundant central controllers, a new site is added with two new Admin Workstations as the only AWs at the site. Which option is the recommended configuration (AW type) for these two machines?

  • A. 1 - Primary Distributor AW, 1 - Secondary Distributor AW
  • B. 1 - Primary Distributor AW, 1 - Client AW
  • C. 1 - Secondary Distributor AW, 1 - Client AW
  • D. 2 - Client AWs
  • E. 2 - Secondary Distributor AWs
  • F. 1 - Primary Client AW, 1 - Secondary Client AW


Answer : A

Which option describes the impact of using a Requalify Call node in a routing script for the Cisco Unified Contact Center Enterprise system?

  • A. The call type is changed and continues the current script execution.
  • B. The call is reset to the new call type, like a new call with all counters reset to zero.
  • C. There is no impact, and the call type is used only for the initial script selection process.
  • D. The call is reclassified and the system executes a new routing associated with that call type.


Answer : D

Which Cisco Unified Border Element configuration is correct for a Cisco Unified Contact Center Enterprise with Cisco Unified Customer Voice Portal and Cisco
Unified Border Element deployment?

  • A. You must dedicate a voice gateway for VXML browser sessions.
  • B. You must configure Cisco Unified Border Element as media pass flow-around mode.
  • C. You must configure Cisco Unified Border Element as media pass flow-through mode.
  • D. You must use box-to-box Cisco Unified Border Element redundancy.


Answer : C

Which three features does the SIP Proxy software provide when Cisco Unified Contact Center Enterprise, Cisco Unified Customer Voice Portal, and Cisco Unified
SIP Proxy are used? (Choose three.)

  • A. centralized dial plan
  • B. load balancer for HTTP and SIP
  • C. integration with Cisco ISR using SM-SRE
  • D. N+1 or N.N redundancy
  • E. box-to-box redundancy
  • F. demarcation point between networks


Answer : ACD

Which three statements about the Cisco Unified Customer Voice Portal Post Call Survey are true? (Choose three.)

  • A. For reporting purposes, the Post Call Survey call has the same CallGUID and call context as the original inbound call.
  • B. For reporting purposes, the Post Call Survey call has the ICM Router Key and call context from the original inbound call.
  • C. The call context for the Post Call Survey includes all contexts up to the point where the call is transferred to the agent. Context that the agent creates after the transfer is not included in the Post Call Survey context.
  • D. This feature lets you configure a call flow that, after the caller disconnects from the agent, optionally sends the call to a dialed number configured for a Post Call Survey.
  • E. If you want to use the Post Call Survey feature through Unified CVP, you must configure it on the reporting server. Also, you can configure the Unified ICM script to toggle the use of Post Call Survey off and on.
  • F. If you want to use the Post Call Survey feature through Unified CVP, you must configure it on the call server. Also, you can configure the Unified ICM script to toggle the use of Post Call Survey off and on.


Answer : ACF

Which two statements about Cisco Unified Customer Voice Portal Whisper Announcements are true? (Choose two.)

  • A. In Whisper Announcements, wave files must match Cisco Unified CVP encoding and format requirements (G.711, CCITT A-Law 8 kHz, 8 bit, mono).
  • B. The maximum play time for a Whisper Announcement is subject to a timeout (default 45 sec).
  • C. A maximum of two Whisper Announcements can play for each call.
  • D. In Whisper Announcements, wave (.wav) is the only supported file type.
  • E. While a Whisper Announcement is playing, the agent can put the call on hold.


Answer : AD

Which three statements about Courtesy Callback are true? (Choose three.)

  • A. Courtesy Callback reduces the time callers have to wait in a queue.
  • B. Courtesy Callback enables Cisco Unified Communication Manager to offer callers (who meet your criteria) the option to receive a courtesy callback by the system instead of waiting in the queue.
  • C. The caller who has been queued by Cisco Unified Communication Manager can hang up and subsequently be called back when an agent is close to becoming available (preemptive callback).
  • D. Courtesy Callback does not change the time a customer must wait to be connected to an agent.
  • E. If the caller decides to be called back by the system, they leave their name and the time they want to be callback.
  • F. You can schedule a callback for a specific time.
  • G. Courtesy Callback is supported only with Cisco Voice Gateway.
  • H. Courtesy Callback is not allowed with Agent Request API.


Answer : ADG

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Exam contains 93 questions
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