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Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
1. When is a call type assigned to a call in the Cisco Unified Contact Center Enterprise system?
A) when the call terminates and data is written to the Cisco TCD table
B) when the call is first post-routed from Cisco Unified Communications Manager
C) when a call-routing script hits the first Queue to Skill Group node
D) when the call is routed to an agent
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 Cisco Agent Desktop Browser Edition
B) Cisco Unified Contact Center Enterprise Siebel CRM Connector
C) Cisco Unified Contact Center Enterprise Cisco Agent Desktop
D) Cisco Unified Contact Center Enterprise CTI Object Server Agent Desktop
3. In the Cisco Unified Contact Center Enterprise solution, what is the impact on the system if inbound call volume increases?
A) Agent capacity on the Cisco Unified Communications Manager subscribers in the cluster decreases.
B) Agent reporting capacity in WebView decreases.
C) Agent capacity on the Cisco Agent Desktop servers decreases.
D) Agent capacity on the Cisco Unified Contact Center Enterprise call routers decreases.
4. Which two of these are not parts of the Cisco Unified Communications Manager Release 6.1(1) device pool configuration? (Choose two.)
A) Media Resource Group List
B) SRST reference
C) primary Cisco Unified Communications Manager group
D) SIP trunk
E) region
5. In the Cisco Unified Contact Center Enterprise solution, which agent-initiated transfer method is not supported?
A) hookflash transfer to the Cisco Unified IP IVR
B) blind transfer to another agent
C) consult transfer to another agent
D) consult transfer to a skill group or queue
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C,D | Question # 3 Answer: A | Question # 4 Answer: C,D | Question # 5 Answer: A |
By Maurice
