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

1. In the Cisco Unified Contact Center Enterprise solution, which two agent CTI desktop options support Transport Layer Security? (Choose two.)

A) CTI OS Agent Desktop using C++ CIL
B) Cisco Agent Desktop
C) CTI OS Agent Desktop using .NET CIL
D) CTI OS Agent Desktop using Java CIL

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

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

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

4. In a Cisco Unified Contact Center Enterprise deployment with geographically redundant central controllers, a new site is added with two new Admin Workstations as the only AWs at the site. What is the recommended configuration (AW type) for these two machines?

A) 1 - Primary Client AW, 1 - Secondary Client AW
B) 2 - Client AWs
C) 2 - Secondary Distributor AWs
D) 1 - Primary Distributor AW, 1 - Secondary Distributor AW
E) 1 - Primary Distributor AW, 1 - Client AW
F) 1 - Secondary Distributor AW, 1 - Client AW

5. The process of sending pre-call data about a call to a targeted site in the Cisco Unified Contact Center Enterprise solution is known as which of these terms?

A) pre-routing
B) translation routing
C) event-based routing
D) service control routing
E) post-routing

Solutions: