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

1. In the default configuration of the Cisco Unified Contact Center Enterprise 8.0(x), when an agent enters an incorrect password, the system automatically takes which action?

A) There is no tracking of unsuccessful log-in attempts, and the system does not make any attempt to lock out the agent.
B) The system locks the agent out for 15 minutes after three unsuccessful log-in attempts in a 15minute period.
C) The system locks the agent out for 10 minutes after five unsuccessful log-in attempts in a 30minute period.
D) The system locks the agent out for three minutes after three unsuccessful log-in attempts in a five-minute period.

2. In the Cisco ICM ConfigManager Peripheral Gateway Explorer, when setting the Peripheral Configuration for the Cisco Unified Communications Manager Multi-Line ACD feature, what are the two expected behaviors of the system when the settings are as shown? (Choose two.)

A) If the agent selects another line on the Cisco Unified IP phone, the agent state will change to Not Ready.
B) The CTI Desktop will show only the ACD line that the agent used to log in.
C) If the agent selects another line on the Cisco Unified IP phone, the agent state will not change.
D) The CTI Desktop will monitor only one ACD line, but all other lines will be shown on the desktop.

3. What role does Cisco Unified Communications Manager play in the Cisco Unified Contact Center Enterprise solution?

A) integrated call distribution
B) interactive voice response system
C) call switching to agent and Cisco Unified IP IVR
D) automatic call distribution

4. Which two of the following statements are correct regarding Cisco voice gateways in the Cisco Unified Contact Center Enterprise solution? (Choose two.)

A) An eight-port T1 card fails in a Catalyst 6500 chassis, which could impact 192 calls using ISDN PRI service.
B) An eight-port T1 card fails in a Catalyst 6500 chassis, which could impact 184 calls using ISDN PRI service.
C) Additional call processing is available by using H.323 Tcl scripts and additional dial peers.
D) Additional call processing is available by using MGCP Tcl scripts and additional dial peers.

5. In the Cisco Unified Communications Manager Sizing tool, how do you address a Cisco Unified Contact Center Enterprise design with 350 concurrent mobile agents that use 400 CTI port pairs?

A) Treat the CTI port pairs as agents and include all configured ports in the count. Use 400 as the agent total.
B) Include the 350 agents with their full BHCA, and use the CTI port section to add the additional 100 ports with a BHCA of zero.
C) Include an average of the agent and port count as 375 agents.
D) Include only 350 as concurrent logged-in agents.

Solutions: