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

1. In a Cisco Unified Contact Center Enterprise that is deployed in a multisite centralized model, which resource can be used for transcoding?

A) Cisco Unified IP IVR CTI ports
B) Cisco Unified Communications Manager software conference bridge resources
C) Cisco Unified Communications Manager CTI route points
D) Cisco Unified IP phone built-in-bridge

2. What is the recommended way to configure redundant Cisco Unified Communications Manager subscribers for Cisco IP phone registration in a single cluster for the Cisco Unified Contact Center Enterprise solution?

A) use an SRST reference in the device pool
B) add an additional Cisco Unified Communications Manager subscriber to the Cisco Unified Communications Manager Group defined in Device pool of the Cisco IP Phone
C) add a second TFTP server to the cluster
D) add a redundant device pool to the Cisco Unified CallManager Group configuration

3. When a call is processed using the Ring No Answer dialed number in Cisco Unified Contact Center Enterprise, what does the caller experience?

A) The caller hears ringing at the agent and then follows the new script for Ring No Answer.
B) The caller is automatically transferred to the next agent without any indication.
C) The caller hears queue music and is sent to the default queue for that call type.
D) The caller hears ringing at the agent; this ringing continues until the caller drops the call.

4. 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 next queued call will be sent to the agent regardless of any timed after call work or wrap-up code entry requirement.
C) 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.
D) The system will wait for the agent to enter any required wrap-up code before sending the next queued call to the agent.

5. In the Cisco Unified Contact Center Enterprise 8.0(x) solution, historical interval reports can be generated in either 15-minute or 30-minute intervals. Which statement is true?

A) All peripherals in the Cisco Unified Contact Center Enterprise must use the same interval-reporting method, either 30-minute or 15-minute.
B) The Cisco ICM database schema was updated to include new quarter-hour tables, which are only populated when the 15-minute interval option is used.
C) The Cisco ICM database schema was updated to include new interval tables, which are populated for both 30-minute or 15-minute data, but the original half-hour tables are not populated.
D) The Cisco ICM database schema contains half-hour tables, but they are no longer populated unless the 30-minute interval option is used.

Solutions: