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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, including any hold time 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 plus any network time that was used during ringing, call transfers, and holds 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. Which statement is correct about the Erlang-C sizing calculation model?

A) Erlang-C plans for a percentage of calls to be blocked or dropped in the calculation.
B) Erlang-C assumes that calls that do not find an available agent will be blocked or dropped.
C) Erlang-C is used for sizing IVR, PSTN trunk, and queue ports.
D) Erlang-C is used for sizing agents in a queuing model.

3. When configuring Cisco Unified Communications Manager for use with the Cisco Unified Mobile Agent option of Cisco Unified Contact Center Enterprise, which statement is true?

A) Each mobile agent can use one set of CTI ports from a pool of remote CTI ports and local CTI ports.
B) Each mobile agent must have its own dedicated set of CTI ports that are tied to the Agent ID in Cisco Unified Contact Center Enterprise.
C) Each mobile agent must have a Cisco Extension Mobility profile to log in remotely.
D) Each mobile agent must have its own unique JTAPI user in Cisco Unified Communications Manager.

4. In the Cisco Unified Contact Center Enterprise Outbound Option 8.0 SIP Dialer, where does the answering machine detection happen?

A) in the campaign manager on the Logger A server
B) in the dialer process on the Peripheral Gateway
C) in the Cisco Voice Gateway by using digital signal processing (DSP) resources
D) in the Media Routing Peripheral Gateway for the dialer

5. In the Cisco Unified Contact Center Enterprise clustering over the WAN deployment model, which WAN configuration is not supported?

A) Three WAN links: One private network connection and two visible networks (highly available) which do not fail over to the private network.
B) Two WAN links: One private network connection and one visible network that is allowed to fail over to the private network if the visible network fails.
C) One MAN or SONET link: All traffic is converted on a single SONET ring network that is designed to automatically reroute if there is a link failure in one direction.
D) One WAN link: All traffic is converged on a single MPLS network by using appropriate QoS markings and settings to ensure latency and bandwidth requirements.

Solutions: