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

1. When considering which type of CTI Desktop to deploy with the Cisco Unified Contact Center Enterprise solution, what is the difference between Cisco Agent Desktop and CTI Object Server (CTI OS) Desktop?

A) Cisco Agent Desktop lets you view agent and team statistics from the desktop.
B) Cisco Agent Desktop lets you record calls locally from the desktop without a third-party recording solution.
C) Cisco Agent Desktop lets you silence monitor agents from the supervisor desktop.
D) Cisco Agent Desktop lets you transfer calls by using a dial pad.

2. In a Cisco Unified Contact Center Enterprise customer design, there is a remote PSTN voice gateway with a single T1 in a G.729 region. Calls will cross the WAN to reach one of 14 agents using G.729 Cisco IP phones or be queued in one of 10 available Cisco Unified IP IVR ports (configured for G.711). Which is the correct quantity and type of resource to support these calls in this configuration?

A) 10 conference bridges
B) 10 hardware transcoders
C) 24 conference bridges
D) 24 hardware transcoders

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

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

4. 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 Sizing Tool provides hardware recommendations for both Cisco Unified Communications Manager and Cisco Unified Contact Center Enterprise.
B) The Cisco Unified Communications Sizing Tool provides Cisco Unified Communications Manager cluster sizing guidance.
C) The Cisco Unified Communications Manager Capacity Tool allows for growth factors to size the system.
D) 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.

5. DRAG DROP

Solutions: