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

1. In the Cisco Unified Communications Manager Sizing tool, how do you address a Cisco Unified Contact Center Enterprise design with 350 concurrent mobile agents that use 400 CTI port pairs?

A) Include only 350 as concurrent logged-in agents.
B) Include the 350 agents with their full BHCA, and use the CTI port section to add the additional 100 ports with a BHCA of zero.
C) Treat the CTI port pairs as agents and include all configured ports in the count. Use 400 as the agent total.
D) Include an average of the agent and port count as 375 agents.

2. A Cisco Unified Contact Center Enterprise solution is designed with geographic redundancy for the central controllers (with separate call routers and loggers). If Call Router Side A has device majority and its Ethernet private network NIC fails, which two events will occur? (Choose two.)

A) The Call Router Side A will stay active, while Call Router Side B will go idle.
B) The system will operate as it did prior to failure.
C) The Call Router Side B will stay active, while the Call Router Side A will go idle.
D) Both sides will go active.
E) There is no ability to make configuration changes nor write any historical data to Logger A from Call Router A.

3. In the Cisco Unified Contact Center Enterprise clustering over the WAN deployment model, which two statements are true? (Choose two.)

A) Agents at remote locations must be registered to only one data center for their Cisco Unified IP phone connections if they are using the Cisco Agent Desktop.
B) Each subscriber in the Cisco Unified Communications Manager cluster must have its own Peripheral Gateway configured locally to avoid JTAPI communication across the WAN.
C) The visible network that supports the communication between Cisco Unified Communications Manager subscriber nodes must be highly available and designed with no single point of failure.
D) Cisco Unified Contact Center Enterprise IVR Peripheral Gateway cannot be split between the data center locations to maintain a local JTAPI connection for call control.
E) Cisco Unified Communications Manager Peripheral Gateways that are split between the two data centers can share the same private network connection as the central controller (router and logger) components.

4. Which two configuration tasks are necessary in Cisco Unified Communications Manager for the Cisco Unified Contact Center Enterprise solution? (Choose two.)

A) configure agent targeting rules for agent IP phone dialed numbers
B) configure the agent, supervisor, and CTI user accounts
C) configure Cisco Unified IP IVR translation routes
D) configure device associations of agent phones and CTI devices with the peripheral gateway user
E) configure agent IP phone, supervisor IP phone, and CTI route points
F) configure the agent ID, supervisor ID, and system administrator password

5. Erlang calculations are used to size contact center resources. Which two types of resources are sized by using Erlang-B? (Choose two.)

A) IVR ports
B) agents
C) PSTN gateway trunks
D) MTP resources

Solutions: