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

1. In the Cisco Unified Contact Center Enterprise solution with clustering over the WAN, which statement is true about the Cisco Unified Communications Manager Peripheral Gateway duplex pair?

A) The PG private network may be shared with any other private connections-PGs or Call Routers/Loggers.
B) Each side of the Peripheral Gateway pair (side A and side B) must be configured to point to a local and a remote CTI Manager across the WAN from the PG location.
C) The PG may use the highly available WAN connection between the sites (visible network) for all traffic-visible and private.
D) The PGs must be co-located at one side or the other of the Cisco Unified Communications Manager cluster.

2. 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) IVR ports
D) PSTN gateway trunks

3. DRAG DROP

4. 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 to the caller, including any hold time during the call
C) 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
D) the time that the agent spent talking to the caller plus the queue time for the call and any wrap-up time

5. In a single-site deployment model for Cisco Unified Contact Center Enterprise, which statement is true?

A) The Cisco Voice Gateways can be distributed at multiple locations.
B) The Cisco Unified Contact Center Enterprise agents are colocated at the same site as the data center components.
C) The Cisco Unified Communications Manager cluster can be split between two data center locations.
D) The Cisco Unified IP IVR must be deployed with the G.279 codec for local voice quality.

Solutions: