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

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

2. 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

3. Which factor has the largest impact on bandwidth sizing for the visible network connection between the Cisco Unified Contact Center Enterprise VRU Peripheral Gateway and the Call Router?

A) number of agents
B) percentage of calls queued
C) number of call and ECC variables
D) busy hour call attempts

4. Microsoft Windows Active Directory in Cisco Unified Contact Center Enterprise controls all of these types of user access except which one?

A) ConfigManager user access on Admin Workstation
B) WebView user login
C) service account login
D) Supervisor CTI OS or Cisco Agent Desktop user login

5. Which of the following statements is not correct regarding QoS and prioritization for traffic in a Cisco Unified Contact Center Enterprise deployment?

A) A network that is not prioritized correctly almost always has heartbeat timeouts or heartbeat problems.
B) QoS is only required when a customer does not have sufficient bandwidth to handle the Cisco Unified Contact Center Enterprise traffic.
C) Large packets in a slow network can cause delay that results in the loss of one or more UDP heartbeats or TCP keepalive messages.

Solutions: