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

1. When Cisco Unified Contact Center Enterprise is deployed with Cisco Unified IP IVR as the queue point, where does Ring No Answer treatment get defined?

A) In the Cisco Unified Communications Manager Call Forward No Answer setting
B) In the re-query node in the Cisco Unified Contact Center Enterprise routing script
C) In the Cisco Unified Contact Center Enterprise Agent desk settings in ConfigManager
D) In the Cisco Unified IP IVR application editor script

2. Which statement is correct about the Erlang-C sizing calculation model?

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

3. What is the impact of routing a call to a non-agent phone in the Cisco Unified Contact Center Enterprise solution?

A) The call cannot be transferred or conferenced back to an agent.
B) Cisco Unified Contact Center Enterprise reports the call as abandoned in the skill group.
C) Cisco Unified Contact Center Enterprise no longer tracks the call for reporting.
D) Cisco Unified Contact Center Enterprise does not record the transfer number dialed.

4. When using the Cisco Unified Communications Manager Extension Mobility feature with Cisco Unified Contact Center Enterprise, which two are the correct sequences for agent login and logout? (Choose two.)

A) Log out of Extension Mobility followed by Cisco Agent Desktop.
B) Log out of Cisco Agent Desktop followed by Extension Mobility.
C) Log in to Extension Mobility followed by Cisco Agent Desktop.
D) Log out of Extension Mobility and Cisco Agent Desktop at the same time.
E) Log in to Cisco Agent Desktop followed by Extension Mobility.
F) Log in to Extension Mobility and Cisco Agent Desktop at the same time.

5. When a call is processed using the Ring No Answer dialed number in Cisco Unified Contact Center Enterprise, what does the caller experience?

A) The caller is automatically transferred to the next agent without any indication.
B) The caller hears ringing at the agent and then follows the new script for Ring No Answer.
C) The caller hears queue music and is sent to the default queue for that call type.
D) The caller hears ringing at the agent; this ringing continues until the caller drops the call.

Solutions: