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

1. Which two functions are provided by the Cisco Unified Contact Center Enterprise Cisco Agent and Supervisor Desktop software? (Choose two.)

A) Agents can log in from Cisco IP phones.
B) A supervisor can start recording of an agent call on demand.
C) Agents can change their passwords.
D) A supervisor can reskill an agent using a task button.

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

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

3. In a Cisco Unified Contact Center Enterprise design, the customer wants to use Session Initiation Protocol calls from its voice network carrier. Which design consideration is true for this solution?

A) Cisco Unified IP IVR must be configured for G.711 voice calls only.
B) Additional digital signal processor resources are required in the design for Session Initiation Protocol calls.
C) All agent phones must be configured as Session Initiation Protocol phones.
D) Cisco Unified Border Element must be included for Session Initiation Protocol message normalization and management.

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) The system will wait for the agent to enter any required wrap-up code before sending the next queued call to the agent.
B) 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.
C) 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.
D) 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.

5. Which two statements are true regarding the Cisco Unified Contact Center Enterprise Release 8.0(x) Mobile Agent peripheral gateway capacity? (Choose two.)

A) Each mobile agent for a call-by-call configuration equals 2.4 local agents.
B) Each mobile agent for a nailed-up configuration equals 1.73 local agents.
C) Each mobile agent for a nailed-up configuration equals 1.37 local agents.
D) Each mobile agent for a call-by-call configuration equals 2.2 local agents.

Solutions: