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

1. In the Cisco Unified Contact Center Enterprise solution, what is considered "Agent Handle Time"?

A) the time that the agent spent talking to the caller plus any network time that was used during ringing, call transfers, and holds during the call
B) the time that the agent spent talking plus any wrap-up time that is associated with the call, including any hold time during the call
C) the time that the agent spent talking to the caller, including any hold time during the call
D) the time that the agent spent talking to the caller plus the queue time for the call and any wrap-up time

2. When Cisco Unified Contact Center Enterprise is deployed with Cisco Unified IP IVR as the queue point, where does Ring No Answer treatment get defined?

A) In the Cisco Unified IP IVR application editor script
B) In the Cisco Unified Communications Manager Call Forward No Answer setting
C) In the Cisco Unified Contact Center Enterprise Agent desk settings in ConfigManager
D) In the re-query node in the Cisco Unified Contact Center Enterprise routing script

3. When the Cisco Unified Contact Center Enterprise system transfers a call to the Cisco Unified IP IVR using a "Translation Route to VRU" node, which label is sent to the routing client?

A) Cisco Unified Communications Manager CTI route point
B) Cisco Unified IP IVR CTI route point
C) Cisco Unified Communications Manager MTP
D) Cisco Unified IP IVR CTI port

4. Erlang calculations are used to size contact center resources. Which two types of resources are sized by using Erlang-B? (Choose two.)

A) agents
B) MTP resources
C) PSTN gateway trunks
D) IVR ports

5. In the Cisco Unified Communications Manager Sizing tool, how do you address a Cisco Unified Contact Center Enterprise design with 350 concurrent mobile agents that use 400 CTI port pairs?

A) Include the 350 agents with their full BHCA, and use the CTI port section to add the additional 100 ports with a BHCA of zero.
B) Include only 350 as concurrent logged-in agents.
C) Treat the CTI port pairs as agents and include all configured ports in the count. Use 400 as the agent total.
D) Include an average of the agent and port count as 375 agents.

Solutions: