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

1. When considering which type of CTI Desktop to deploy with the Cisco Unified Contact Center Enterprise solution, what is the difference between Cisco Agent Desktop and CTI Object Server (CTI OS) Desktop?

A) Cisco Agent Desktop lets you view agent and team statistics from the desktop.
B) Cisco Agent Desktop lets you record calls locally from the desktop without a third-party recording solution.
C) Cisco Agent Desktop lets you transfer calls by using a dial pad.
D) Cisco Agent Desktop lets you silence monitor agents from the supervisor desktop.

2. Which two functions are provided by the Cisco Unified Contact Center Enterprise Cisco Agent and Supervisor Desktop software? (Choose two.)

A) A supervisor can reskill an agent using a task button.
B) Agents can change their passwords.
C) Agents can log in from Cisco IP phones.
D) A supervisor can start recording of an agent call on demand.

3. All of these statements about high availability with a Cisco Unified Intelligent Contact Management (ICM) central controller are true except which one?

A) In the event that one call router of a duplex pair of Cisco Unified ICM call router fails, the surviving call router recognizes the failure when it receives no response to heartbeats over the private LAN.
B) During Cisco Unified ICM call router failover processing, calls in progress in Cisco Unified IP IVR will be disconnected, but all new calls will be successfully processed.
C) In the event that the private LAN fails, the peripheral gateways are used to help determine the active call router side of the duplex pair.
D) There is no impact on call processing during a Cisco Unified ICM Logger failure.

4. All of these statements correctly describe the role of voice gateways in Cisco Unified Contact Center Enterprise deployments except which one?

A) Cisco voice gateways can be used to help integrate traditional ACDs into a Cisco Unified Contact Center Enterprise environment by implementing TDM connections between gateways and ACDs.
B) When calls arrive from the PSTN to Cisco H.323 gateways and are sent to Cisco Unified IP IVR for prompt and collect treatment, MTP resources must be allocated in deployments.
C) Cisco voice gateways can communicate with Cisco Unified Communications Manager using SIP, H.323, or MGCP.
D) When a voice gateway uses multiple protocols (SIP, H.323), each protocol requires its own dedicated DSP resources.

5. The Cisco Unified Contact Center Enterprise 8.0(x) includes a serviceability feature that is known as Analysis Manager or the Diagnostic Framework. Which method will not access this feature?

A) Web-based portico interface
B) direct URL that is typed into an Internet browser
C) Cisco Unified Contact Center Enterprise Support Tools
D) Cisco Unified ICM CLI
E) Cisco Unified Communications Manager Real-Time Monitoring Tool

Solutions: