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

1. Erlang calculations are used to size contact center resources. Which two types of resources are sized by using Erlang-B? (Choose two.)

A) MTP resources
B) agents
C) IVR ports
D) PSTN gateway trunks

2. When a Cisco Unified Contact Center Enterprise agent transfers a call to another agent on a different Cisco Unified Communications Manager cluster, what is the impact if the agent dials the phone number of the second agent directly to perform the transfer?

A) The caller will not hear queue music during the transfer.
B) The different call leg records will be linked in the Cisco Unified Contact Center Enterprise database Termination Call Detail Variable Table.
C) The second agent will not be able to perform a secondary transfer of the call.
D) The second agent will not get screen pop data about the call.

3. Which failure scenario in the Cisco Unified Contact Center Enterprise solution would stop all processing and routing of contact center calls?

A) ICM Logger Side A fails at the same time that ICM Logger Side B fails.
B) ICM Call Router Side A fails at the same time that ICM Logger Side A fails.
C) ICM Call Router Side B fails at the same time that ICM Logger Side A fails.
D) ICM Call Router Side A fails at the same time that ICM Logger Side B fails.
E) ICM Call Router Side A fails at the same time that ICM Call Router Side B fails.
F) ICM Call Router Side B fails at the same time that ICM Logger Side B fails.

4. Which Cisco Unified IP phone model is incompatible with Cisco Unified Contact Center Enterprise Desktop Silent Monitoring 8.0(x)?

A) 9951
B) 7912
C) 7940
D) 6941
E) 8961

5. In a Cisco Unified Contact Center Enterprise that is deployed in a multisite centralized model, which resource can be used for transcoding?

A) Cisco Unified Communications Manager CTI route points
B) Cisco Unified IP IVR CTI ports
C) Cisco Unified IP phone built-in-bridge
D) Cisco Unified Communications Manager software conference bridge resources

Solutions: