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

1. What role does Cisco Unified Communications Manager play in the Cisco Unified Contact Center Enterprise solution?

A) integrated call distribution
B) call switching to agent and Cisco Unified IP IVR
C) automatic call distribution
D) interactive voice response system

2. What is the impact of using a Call Type node in a routing script for the Cisco Unified Contact Center Enterprise system?

A) There is no impact, the call type is only used for the initial script selection process.
B) The call is reclassified and the system picks a new routing script based on the call type.
C) The call is reset to the new call type, like a new call with all counters reset to zero.
D) The call type is changed and maintains the old data in the original call type.

3. In the Cisco Unified Contact Center Enterprise solution, which two agent CTI desktop options support Transport Layer Security? (Choose two.)

A) CTI OS Agent Desktop using Java CIL
B) CTI OS Agent Desktop using .NET CIL
C) CTI OS Agent Desktop using C++ CIL
D) Cisco Agent Desktop

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

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

5. Which statement is correct about the Erlang-C sizing calculation model?

A) Erlang-C is used for sizing agents in a queuing model.
B) Erlang-C assumes that calls that do not find an available agent will be blocked or dropped.
C) Erlang-C is used for sizing IVR, PSTN trunk, and queue ports.
D) Erlang-C plans for a percentage of calls to be blocked or dropped in the calculation.

Solutions: