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

1. Which two of these are sizing considerations for an IVR Peripheral Gateway for the Cisco Unified Contact Center Enterprise solution 7.5(x)? (Choose two.)

A) An IVR Peripheral Gateway can support up to 9,999 sessions or ports across all the Peripheral Interface Managers (PIMs) co-loaded on the same MCS 7845 class server.
B) An IVR Peripheral Gateway can support a mix of Service Control Interface (SCI) and Call Routing Interface (CRI) across all the Peripheral Interface Managers (PIMs) co-loaded on the same MCS 7845 class server.
C) An IVR Peripheral Gateway can support up to 80 Peripheral Interface Managers (PIMs) coloaded on the same MCS 7845 class server.
D) An IVR Peripheral Gateway can support up to 40 calls per second across all the Peripheral Interface Managers (PIMs) co-loaded on the same MCS 7845 class server.

2. 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 the queue time for the call and any wrap-up time
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 to the caller plus any network time that was used during ringing, call transfers, and holds during the call
D) 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

3. What is the impact of co-loading the Cisco Unified Outbound SIP Dialer on the same servers as the agent peripheral gateway in the Cisco Unified Contact Center Enterprise 8.0(x) system?

A) Cisco Unified Outbound Dialer reduces agent capacity by a factor of 15-each outbound port is equivalent to 15 agents on the peripheral gateway.
B) Cisco Unified Outbound Dialer reduces agent capacity by a factor of 1.33-each outbound port is equivalent to 1.33 agents on the peripheral gateway.
C) Cisco Unified Outbound Dialer does not reduce agent capacity on the peripheral gateway server.
D) Cisco Unified Outbound Dialer reduces agent capacity by a factor of four-each outbound port is equivalent to four agents on the peripheral gateway.

4. 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 untrue?

A) WebView 8.0(x) can be deployed in a cluster of up to eight servers that share report templates.
B) Cisco Unified Intelligence Center 8.0(x) supports up to 200 concurrent reporting users.
C) WebView 8.0(x) supports up to 25 concurrent reporting users.
D) Cisco Unified Intelligence Center 8.0(x) uses Informix to store its local database of report templates.

5. In the Cisco Unified Contact Center Enterprise solution, what is the impact on the system if inbound call volume increases?

A) Agent capacity on the Cisco Unified Contact Center Enterprise call routers decreases.
B) Agent reporting capacity in WebView decreases.
C) Agent capacity on the Cisco Unified Communications Manager subscribers in the cluster decreases.
D) Agent capacity on the Cisco Agent Desktop servers decreases.

Solutions: