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

1. 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 monitor only one ACD line, but all other lines will be shown on the desktop.
B) The CTI Desktop will show only the ACD line that the agent used to log in.
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.

2. In the Cisco Unified Contact Center Enterprise solution, which CTI option is required to support an integration to drive Siebel agent workflows and provide data to the Siebel application?

A) Cisco Unified Contact Center Enterprise CTI Object Server with the Siebel CRM Connector
B) either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or CTI Object Server
C) Cisco Unified Contact Center Enterprise Cisco Agent Desktop with optional keystroke macro integration
D) Cisco Unified Contact Center Enterprise Cisco Agent Desktop Browser Edition with Siebel using the embedded browser option
E) either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or Cisco Agent Desktop Browser Edition

3. Which tool is used in Cisco Unified ICM to develop call flows for the Cisco Unified Contact Center Enterprise solution?

A) Call Tracer
B) Config Manager
C) Applications Editor
D) Script Editor
E) Router Log Viewer

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

5. Which of the following is a true statement regarding the design and operation of a highly available Cisco Unified Contact Center Enterprise solution?

A) If a Cisco Unified Contact Center Enterprise child system loses a WAN connection with the parent Cisco Unified ICM, it is not possible under any circumstances to queue newly arrived calls at that child.
B) SRST is a Cisco Voice Gateway feature that allows agent phones and their associated CTI Desktop to home to the local SRST gateway in the event that the gateway loses connection with the Cisco Unified Communications Manager that is controlling it.
C) Call processing must never occur on a Cisco Unified Communications Manager publisher, even in failover conditions.
D) When a Cisco Unified Contact Center Enterprise VRU PG fails, all calls in queue on that Cisco Unified IP IVR are dropped unless there is a default script loaded on the Cisco Unified IP IVR.

Solutions: