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

1. When a Cisco Unified Contact Center Enterprise agent transfers a call to another agent on a different Cisco Unified Communications Manager cluster, what is the impact if the agent dials the phone number of the second agent directly to perform the transfer?

A) The second agent will not get screen pop data about the call.
B) The caller will not hear queue music during the transfer.
C) The different call leg records will be linked in the Cisco Unified Contact Center Enterprise database Termination Call Detail Variable Table.
D) The second agent will not be able to perform a secondary transfer of the call.

2. Using the Cisco Unified Contact Center Enterprise 8.0(x) Analysis Manager CLI, which command will show the current debug trace levels?

A) show debug
B) show log
C) show trace
D) show level

3. During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the Cisco Unified IP IVR engaged?

A) from the transfer to IVR to the point that the agent answers
B) from the call arrival to the point that the agent is ready
C) from the call arrival to the point that the agent answers
D) from the transfer to IVR to the point that the agent hangs up

4. Which two Cisco Unified Contact Center Enterprise CTI solutions support silent monitoring of agent calls using desktop monitoring rather than VoIP Monitor servers? (Choose two.)

A) Cisco Unified Contact Center Enterprise CTI Object Server Agent Desktop
B) Cisco Unified Contact Center Enterprise Siebel CRM Connector
C) Cisco Unified Contact Center Enterprise Cisco Agent Desktop
D) Cisco Unified Contact Center Enterprise Cisco Agent Desktop Browser Edition

5. Which failure scenario in the Cisco Unified Contact Center Enterprise solution would stop all processing and routing of contact center calls?

A) ICM Call Router Side B fails at the same time that ICM Logger Side A fails.
B) ICM Call Router Side A fails at the same time that ICM Call Router Side B fails.
C) ICM Call Router Side A fails at the same time that ICM Logger Side A fails.
D) ICM Logger Side A fails at the same time that ICM Logger Side B fails.
E) ICM Call Router Side B fails at the same time that ICM Logger Side B fails.
F) ICM Call Router Side A fails at the same time that ICM Logger Side B fails.

Solutions: