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

1. In the Cisco Unified Contact Center Enterprise solution, what is considered "Agent Handle Time"?

A) the time that the agent spent talking to the caller plus any network time that was used during ringing, call transfers, and holds during the call
B) the time that the agent spent talking to the caller, including any hold time during the call
C) the time that the agent spent talking plus any wrap-up time that is associated with the call, including any hold time during the call
D) the time that the agent spent talking to the caller plus the queue time for the call and any wrap-up time

2. Microsoft Windows Active Directory in Cisco Unified Contact Center Enterprise controls all of these types of user access except which one?

A) Supervisor CTI OS or Cisco Agent Desktop user login
B) service account login
C) ConfigManager user access on Admin Workstation
D) WebView user login

3. Cisco provides a web-based Cisco Unified Communications Sizing Tool as well as a Cisco Unified Communications Manager Capacity Tool. Which statement best identifies the differences between these two tools?

A) The Cisco Unified Communications Manager Capacity Tool includes sizing factors for the Cisco Unified Contact Center Enterprise such as outbound dialer ports and mobile agents.
B) The Cisco Unified Communications Sizing Tool provides Cisco Unified Communications Manager cluster sizing guidance.
C) The Cisco Unified Communications Sizing Tool provides hardware recommendations for both Cisco Unified Communications Manager and Cisco Unified Contact Center Enterprise.
D) The Cisco Unified Communications Manager Capacity Tool allows for growth factors to size the system.

4. Which two statements are correct about Cisco Unified Communications Manager CAC? (Choose two.)

A) Locations define the maximum bandwidth allowed per call.
B) Locations define the maximum bandwidth allowed per all calls to and from locations.
C) Regions define the maximum bandwidth allowed per all calls to and from locations.
D) Regions define the maximum bandwidth allowed per call.

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

Solutions: