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

1. In a Cisco Unified Contact Center Enterprise 7.5(1) design, the customer requires that its agents be able to have personal lines (DID) as well as their agent extensions. Using the Cisco Unified Communications Manager 6.1(1) partition feature, how should the following agent phone be configured?
Agent ACD linE. 4000 (DN)
Agent DID linE. 5000 (personal line)
Partition: Personal - Allow personal calls
Partition: ACDDN - Allow Cisco Unified Contact Center Enterprise calls only

A) Line 1: 4000 Partition ACDDN, Line 2: 4000 Partition Personal
B) Line 1: 5000 Partition ACDDN, Line 2: 5000 Partition Personal
C) Line 1: 4000 Partition ACDDN, Line 2: 5000 Partition Personal
D) Line 1: 4000 Partition Personal, Line 2: 4000 Partition ACDDN

2. 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. What is the recommended configuration (AW type) for these two machines?

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

3. Which three of these features are supported by the Cisco Unified Contact Center Enterprise Cisco Unified IP Phone Agent? (Choose three.)

A) Cisco Agent Desktop automated workflows
B) call recording
C) call center statistics
D) silent monitoring
E) Cisco Agent Desktop supervisor agent reskilling

4. Erlang-C calculations require multiple inputs, including a target service level. What does the service level goal of 90/30 imply?

A) Ninety percent of all calls will queue for 30 seconds.
B) Ninety percent of all calls will be answered within 30 seconds by an agent.
C) Ninety percent of all calls will go directly to agents without queuing.
D) Ninety percent of all calls will be handled by agents within 30 seconds.

5. In the Cisco Unified Contact Center Enterprise solution with clustering over the WAN, which statement is true about the Cisco Unified Communications Manager Peripheral Gateway duplex pair?

A) The PGs must be co-located at one side or the other of the Cisco Unified Communications Manager cluster.
B) The PG private network may be shared with any other private connections-PGs or Call Routers/Loggers.
C) 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.
D) The PG may use the highly available WAN connection between the sites (visible network) for all traffic-visible and private.

Solutions: