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

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

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

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

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

4. Which factor has the largest impact on bandwidth sizing for the visible network connection between the Cisco Unified Contact Center Enterprise VRU Peripheral Gateway and the Call Router?

A) busy hour call attempts
B) number of agents
C) number of call and ECC variables
D) percentage of calls queued

5. Which Cisco Unified Contact Center Enterprise CTI Desktop option requires the use of VoIP Monitor Server with SPAN port-based monitoring to support supervisor silent monitoring of agent calls?

A) Cisco Unified Contact Center Enterprise CTI Object Server Agent Desktop
B) Cisco Unified Contact Center Enterprise Cisco Agent Desktop
C) Cisco Unified Contact Center Enterprise CTI Object Server or Cisco Agent Desktop with Outbound option enabled
D) Cisco Unified CRM Connector for Siebel

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