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Cisco 500-440 Exam Certification Details:
| Exam Code | 500-440 UCCED |
| Recommended Training | Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1) 2.0 Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) 2.0 Deploying Cisco Unified Contact Center Enterprise (DUCCE) 2.0 |
| Sample Questions | Cisco 500-440 Sample Questions |
| Exam Registration | PEARSON VUE |
| Exam Price | $300 USD |
| Exam Name | Designing Cisco Unified Contact Center Enterprise |
| Number of Questions | 65-75 |
| Duration | 75 minutes |
| Passing Score | Variable (750-850 / 1000 Approx.) |
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Cisco 500-440 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center | 23% | - Impact of re-qualify call node in Cisco Unified ICM script - Call type usage within Cisco Unified ICM - Agent target rules and impact on CCE solution - Courtesy Call back functionality and call flow - Design for administrative workstations in geographically separated data centers - Post Call Survey functionality and call flow - Cisco Unified Border Element and SIP proxy functionality - Whisper Announcement functionality and call flow - Cisco Finesse workflow - Cisco Finesse features and third-party gadgets |
| Topic 2: Design Considerations for Cisco Unified Communications Manager in a CCE Solution | 11% | - CUCM redundancy options for centralized deployment - CUCM requirements for Unified Mobile Agent - Impact of multiline automatic call distributor in CCE - CUCM options for transfer calls involving SIP trunks - Maintaining end-to-end reporting for transferred calls - Cluster over the WAN considerations for CUCM - CUCM originated calls to CVP |
| Topic 3: Sizing Process for Contact Center Resources and CCE Components | 13% | - Sizing considerations for SIP proxy methods - Packaged CCE capacity considerations - Factors for sizing Unified CCE components and bandwidth - Erlang calculations in sizing - Sizing inputs (agent talk time, queue time, wrap-up time) |
| Topic 4: Virtualization Environment for Contact Center Resources and CCE Components | 11% | - NIC configuration considerations in virtualization - Design considerations for Cisco Unified CCE on UCS C-Series - Cisco Unified Computing System B-Series interconnect and uplink - VMware supported features - Design considerations for upstream IP switches |
| Topic 5: Network Design Considerations for Cisco Unified CCE | 19% | - Network requirements for Unified ICM visible/private connections - Failure scenarios with geographically separated deployments - Basic deployment models (single-site, multisite centralized, multisite distributed) - Cisco Finesse failover scenarios - Network requirements for Clustering over the WAN (CoW) - Quality of service usage within CCE - Factors impacting Cisco Unified Intelligence Center bandwidth usage - Test Other Side method in Unified ICM - High-availability options of CCE components |
| Topic 6: Features and Functionality of the Cisco Unified CCE Solution | 23% | - Cisco Outbound Option - Role of Cisco Unified Customer Voice Portal (CVP) - Role of Cisco Unified Communications Manager - Security methods and impact on capacity - Role of CTI in Cisco Unified CCE - Role of voice gateways and SIP proxy - High priority traffic in Cisco Unified ICM - Role of Cisco Unified Intelligent Contact Management (Unified ICM) - Role of congestion control - Cisco Unified Mobile Agent role - Precision routing methods |
Xavier -
Finally cleared 500-440 exam.
Everything went well.