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

1. During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the voice gateway port engaged?

A) from the transfer to IVR to the point that the agent hangs up
B) from the call arrival to the point that the agent hangs up
C) from the call arrival to the point that the agent is ready
D) from the call arrival to the point that the agent answers

2. Which three features or functionalities does Cisco Unified Communications Manager provide for the Cisco Unified Contact Center Enterprise solution? (Choose three.)

A) agent, supervisor, and team configuration
B) call routing from PSTN gateway to agents
C) Cisco Extension Mobility for agents
D) call routing from PSTN gateway to Cisco Unified IP IVR
E) hunt groups and pickup groups for Cisco Unified Contact Center Enterprise
F) CTI data on Cisco Agent Desktop screen pop

3. In the Cisco ICM ConfigManager Peripheral Gateway Explorer, when setting the Peripheral Configuration for the Cisco Unified Communications Manager Multi-Line ACD feature, what are the two expected behaviors of the system when the settings are as shown? (Choose two.)

A) The CTI Desktop will monitor only one ACD line, but all other lines will be shown on the desktop.
B) The CTI Desktop will show only the ACD line that the agent used to log in.
C) If the agent selects another line on the Cisco Unified IP phone, the agent state will change to Not Ready.
D) If the agent selects another line on the Cisco Unified IP phone, the agent state will not change.

4. 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) service control routing
C) event-based routing
D) translation routing
E) post-routing

5. In the Cisco Unified Contact Center Enterprise 8.0(x) solution, both WebView and Cisco Unified Intelligence Center are provided as reporting tools. Which statement is true?

A) WebView 8.0(x) reports can be automatically converted to Cisco Unified Intelligence Center 8.0(x) templates.
B) WebView 8.0(x) does not include report templates for 15-minute-interval reports.
C) Cisco Unified Intelligence Center 8.0(x) includes stock report templates for Cisco Unified Contact Center Express.
D) Cisco Unified Intelligence Center 8.0(x) includes an Event Viewer tool to display system error and warnings.

Solutions: