Designing Cisco Unified Contact Center Enterprise (UCCED) v3.0

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With Cisco Unified Contact Center Enterprise, what is the maximum number of skill groups in a Cisco Finesse Queue gadget?

  • A. 100
  • B. 15
  • C. 50
  • D. 20


Answer : C

Which type of MTP is supported with Cisco Unified Mobile Agent?

  • A. MTP Pass-Through
  • B. MTP No Pass-Through
  • C. MTP Pass-Around
  • D. MTP No Pass-Around


Answer : B

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 statements about a Contact Center Enterprise solution in virtualized environment are true? (Choose two.)

  • A. UCS B/C series NIC teaming is supported.
  • B. 10/100 NIC speeds are supported.
  • C. Gigabit Ethernet Auto Negotiation is optional for NIC and switch.
  • D. 802.1Q uplinks to VMware hosts must not be configured for host/edge spanning-tree forwarding.


Answer : AC

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

In the congestion control feature of Cisco Unified Contact Center Enterprise, which four options handle the calls that are to be throttled? (Choose four.)

  • A. Treat the call with Dialed Number Default Label.
  • B. Queue the call and play a message, then release the call.
  • C. Treat the call with System Default Label.
  • D. Terminate the call with a Dialog Fail or RouteEnd.
  • E. Transfer calls to an available IVR port.
  • F. Send a Release Message to the routing client.
  • G. Offer Courtesy Callback to the caller, then terminate the call.
  • H. Transfer the call to the Cisco Unified Communications Manager hunt group.


Answer : A,C,D,F

Which four functional limitations are Whisper Announcements subject to? (Choose four.)

  • A. Announcements do not play for outbound calls made by an agent.
  • B. For a Whisper Announcement to work with agent-to-agent calls, use the SendToVRU or TranslationRouteToVRU node after you send the call to the agent.
  • C. Announcements do not play when the router selects the agent through a label node.
  • D. CVP Transfers do not support Whisper Announcements.
  • E. Whisper Announcements do not support Silent Monitoring.
  • F. Only one announcement can play for each call.
  • G. While an announcement plays, you cannot put the call on hold, transfer, or conference; release the call; or request supervisor assistance.
  • H. Whisper Announcements are not supported in a Mobile Agent deployment.


Answer : A,C,F,G

The Cisco Finesse supervisor features extend the agent desktop with additional gadgets.
Which threeadditional features are provided? (Choose three.)

  • A. team performance gadget to view agent status
  • B. queue statistics gadget to view queue (skill group) statistics for the supervisor's queues
  • C. Cisco Unified Communications Manager Remote Silent Monitoring
  • D. barge-in and intercept
  • E. gadget to park calls
  • F. transcoder gadget for recording


Answer : ABD

In a Cisco Unified Contact Center Enterprise deployment, which two options are the roles of the Administration & Data Servers? (Choose two.)

  • A. administration server
  • B. real-time data server
  • C. analytical server
  • D. recording server
  • E. static server
  • F. performance server


Answer : AB

Which two primary factors affect bandwidth sizing between a Cisco Unified Intelligence
Center server andclient? (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 : A,D

Which two statements about combining IP telephony and Cisco Unified Contact Center
Enterprise Extensions on the same IP phone are true? (Choose two.)

  • A. Cisco Unified CCE supports only one agent ACD line on the IP phone.
  • B. The ACD line on the IP phone may have voicemail or call forwarding defined.
  • C. In a typical call center, the ACD line is the first line on the phone to make it easier for the agent to forward inbound ACD calls.
  • D. The agent state changes based on the activity of the ACD line.
  • E. If the agent picks up the phone to place a call, the agent is put into ready mode.


Answer : A,D

In the Cisco Unified Contact Center Enterprise solution with clustering over the WAN, which statement about the Cisco Unified Communications Manager peripheral gateway duplex pair is true?

  • A. 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.
  • B. The peripheral gateway private network may be shared with any other private connectionsperipheral gateways or call routers/loggers.
  • C. The peripheral gateway may use the highly available WAN connection between the sites (visible network) for all trafficvisible and private.
  • D. The peripheral gateways must be co-located at one side or the other of the Cisco Unified Communications Manager cluster.


Answer : B

A Cisco Unified Contact Center Enterprise solution is designed with geographic redundancy for the central controllers (with separate call routers and loggers). If Call
Router Side A has device majority and its Ethernet private network NIC fails, which two events occur? (Choose two.)

  • A. The Call Router Side B stays active, while the Call Router Side A goes idle.
  • B. The Call Router Side A stays active, while Call Router Side B goes idle.
  • C. There is no ability to make ICM configuration changes.
  • D. Both sides go out of service for small period of time, Call Router Side A goes active, and Call Router Side B goes idle.
  • E. The system operates as it did prior to failure.


Answer : BC

You deploy Cisco Unified Contact Center Enterprise on a Cisco UCS C-Series Server and
Unified Contact Center Enterprise is split over WAN with a dedicated WAN circuit for
United CCE private traffic. Which two statements about QoS are true? (Choose two.)

  • A. You disable QoS because it is not needed, and the Cisco UCS C-Series Server includes multiple NICs and dedicated NICs for certain VM traffic environment.
  • B. You enable QoS for United CCE on Cisco UCS C-Series VMware-based environment.
  • C. You disable QoS for United CCE on Cisco UCS B-Series VMware-based environment.
  • D. You enable QoS for United CCE on Cisco UCS B-Series VMware-based environment.
  • E. You enable QoS only for United CCE on third-party spec-based, VMware-based environment.


Answer : BD

Cisco Unified Contact Center Enterprise uses Cisco Unified Customer Voice Portal in comprehensive mode. The customer estimates the peak inbound traffic to be 20 CPS, and that they have 10% transfer calls and 10% Courtesy Callback. They need to deploy SIP proxy. How many minimum SIP invites should be used to size the SIP proxy?

  • A. 24 invites/sec
  • B. 88 invites/sec
  • C. 96 invites/sec
  • D. 22 invites/sec


Answer : B

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