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

1. Cisco provides a set of sizing tables in the Cisco Unified Contact Center Enterprise 8.0(x) Design Guide (SRND). These tables show the private network bandwidth that is required for the clustering over the WAN deployment model. Using these tables, how much bandwidth is required to support the following configuration:
BHCA coming into the contact center is 10,000.
One hundred percent of calls are treated by the Cisco Unified IP IVR, and 40 percent are queued.
All calls are sent to agents unless they are abandoned; 10 percent of calls to agents are transfers or conferences.
Four Cisco Unified IP IVRs are used to treat and queue the calls, with one Peripheral Gateway pair supporting them.
There is one Cisco Unified Communications Manager Peripheral Gateway pair for a total of 900 agents.
Calls have ten 40-byte call variables and ten 40-byte ECC variables.

A) Recommended Link: 330,000 with a Recommended Queue of 264,000
B) Recommended Link: 5,100,000 with a Recommended Queue of 3,996,000
C) Recommended Link: 1,275,000 with a Recommended Queue of 999,000
D) Recommended Link: 2,550,000 with a Recommended Queue of 1,998,000

2. When using the Cisco Unified IP IVR in a Cisco Unified Contact Center Enterprise solution, what are three best practices to improve the availability of the solution? (Choose three.)

A) Use default scripts in the Cisco Unified IP IVR.
B) Use Cisco Unified Contact Center Enterprise scripting to control call delivery to Cisco Unified IP IVRs based on available ports or peripheral status.
C) Use the Cisco Unified IP IVR high-availability option.
D) Use default labels in the Cisco Unified Contact Center Enterprise routing scripts.
E) Use the Cisco Unified Communications Manager call forwarding features on CTI route points and devices associated with the Cisco Unified IP IVR.
F) Add multiple duplex or redundant Cisco Unified IP IVRs to create a Cisco Unified IP IVR cluster.

3. A Cisco Unified Contact Center Enterprise system is designed with geographic redundancy for the central controllers (with separate call routers and loggers). At the Side A location, there are Call Router A, Logger A, and a duplex pair of peripheral gateways (PG1A/PG1B). At the Side B location, there are Call Router B, Logger B, and a duplex pair of peripheral gateways (PG2A/PG2B). The visible network WAN between the two sites goes down while the private network is operational.
Which of these is true?

A) Both pairs of peripheral gateways stay active at both sites because both call routers are still communicating through the private connection and remain functional.
B) The Side A call router becomes active and the peripheral gateway pair at the Side B site (PG2A/PG2B) becomes unavailable.
C) Both pairs of peripheral gateways at both sites stay active and Call Router B takes control.
D) The peripheral gateway pair at the Side A site (PG1A/PG1B) is unavailable.

4. Which two statements are Cisco Best Practices when enabling CTI Manager on a Cisco Unified Communications Manager Server? (Choose two.)

A) All phones on the Cisco Unified Communications Manager cluster should be associated with CTI Manager to allow calls to be sent to the phones.
B) CTI Manager must be enabled on the Cisco Unified CallManager publisher to allow CTI applications access to the publisher database.
C) CTI Manager should only be enabled on call-processing subscribers.
D) CTI applications should be load-balanced across all CTI Managers in a cluster.

5. Which protocol does the Cisco Unified ICM use to interface with the Cisco Unified Communications Manager in the Cisco Unified Contact Center Enterprise solution?

A) AXL
B) SIP
C) JTAPI
D) H.323
E) SOAP

Solutions: