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

1. In a Cisco Unified Contact Center Enterprise customer design, there is a remote PSTN voice gateway with a single T1 in a G.729 region. Calls will cross the WAN to reach one of 14 agents using G.729 Cisco IP phones or be queued in one of 10 available Cisco Unified IP IVR ports (configured for G.711). Which is the correct quantity and type of resource to support these calls in this configuration?

A) 10 conference bridges
B) 24 hardware transcoders
C) 10 hardware transcoders
D) 24 conference bridges

2. The process of sending pre-call data about a call to a targeted site in the Cisco Unified Contact Center Enterprise solution is known as which of these terms?

A) pre-routing
B) event-based routing
C) post-routing
D) translation routing
E) service control routing

3. DRAG DROP

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

5. Which Cisco Unified Communications Manager feature is not supported as part of the Multi-Line ACD feature of the Cisco Unified Contact Center Enterprise 8.0(x)?

A) Swap and Cancel
B) Join Across Lines and Direct Transfer Across Lines
C) Logical Partition
D) Call Park and Pickup

Solutions: