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

1. In the Cisco Unified Contact Center Enterprise solution, the Cisco ICM Node Manager process operates on all the Cisco ICM servers with the exception of which component?

A) Cisco ICM Peripheral Gateway
B) Cisco ICM Call Router
C) Cisco ICM Administration Client
D) Cisco ICM Logger

2. Which two Cisco Unified Contact Center Enterprise CTI solutions support silent monitoring of agent calls using desktop monitoring rather than VoIP Monitor servers? (Choose two.)

A) Cisco Unified Contact Center Enterprise CTI Object Server Agent Desktop
B) Cisco Unified Contact Center Enterprise Siebel CRM Connector
C) Cisco Unified Contact Center Enterprise Cisco Agent Desktop
D) Cisco Unified Contact Center Enterprise Cisco Agent Desktop Browser Edition

3. DRAG DROP

4. How is accurate service-level information obtained in a Cisco Unified Contact Center Enterprise Parent/Child model with calls queued at the parent?

A) in the child Cisco Unified Contact Center Enterprise system, using services data
B) in the child Cisco Unified Contact Center Enterprise system, using call type data
C) in the parent Cisco Unified ICM system, using Agent Level Detail data
D) in the parent Cisco Unified ICM system, using skill group data

5. The process of sending pre-call data about a call to a targeted site in the Cisco Unified Contact Center Enterprise solution is known as which of these terms?

A) service control routing
B) pre-routing
C) translation routing
D) event-based routing
E) post-routing

Solutions: