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

1. 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) 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.
B) 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.
C) The system will wait for the agent to enter any required wrap-up code before sending the next queued call to the agent.
D) 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.

2. When using the Cisco Unified IP IVR in a Cisco Unified Contact Center Enterprise solution, what are three best practices to improve the availability of the solution? (Choose three.)

A) Add multiple duplex or redundant Cisco Unified IP IVRs to create a Cisco Unified IP IVR cluster.
B) Use default scripts in the Cisco Unified IP IVR.
C) Use Cisco Unified Contact Center Enterprise scripting to control call delivery to Cisco Unified IP IVRs based on available ports or peripheral status.
D) Use the Cisco Unified IP IVR high-availability option.
E) Use the Cisco Unified Communications Manager call forwarding features on CTI route points and devices associated with the Cisco Unified IP IVR.
F) Use default labels in the Cisco Unified Contact Center Enterprise routing scripts.

3. The Cisco Unified Mobile Agent option for Cisco Unified Contact Center Enterprise supports which of the following modes of operation? (Choose two.)

A) nailed-up
B) call-by-call
C) progressive
D) preview
E) predictive

4. Which node in a Cisco Unified Contact Center Enterprise system should be used to modify contact center configuration?

A) Cisco Unified Contact Center Enterprise Call Router
B) Cisco Unified Contact Center Enterprise Peripheral Gateway
C) Cisco Unified Contact Center Enterprise Administrative Server
D) Cisco Unified Contact Center Enterprise Logger
E) Cisco Unified Contact Center Enterprise NIC

5. A new contact center deployment does not have an exact busy hour call attempt number for the sizing tools. The customer plans to hire 1500 agents and projects that each call will average four minutes, including wrap-up. Which value is the best estimate to use for busy hour call attempts?

A) 10,000
B) 22,500
C) 30,000
D) 15,000
E) 24,750

Solutions: