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

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

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

2. Under which circumstances can the visible and private networks be converged in the Cisco Unified Contact Center Enterprise system?

A) under no circumstances
B) in cases in which there is gigabit bandwidth between sites
C) when the Cisco Catalyst switch has dual power supplies
D) when QoS is enabled on both networks

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

4. Which Cisco Unified IP phone model is incompatible with Cisco Unified Communications Manager Silent Monitoring 8.0(x)?

A) 9971
B) IP Communicator 8.0(x)
C) 6921
D) 7970
E) 8961

5. When using the Cisco Unified IP IVR in a Cisco Unified Contact Center Enterprise solution, what are three best practices to improve the availability of the solution? (Choose three.)

A) Add multiple duplex or redundant Cisco Unified IP IVRs to create a Cisco Unified IP IVR cluster.
B) Use default labels in the Cisco Unified Contact Center Enterprise routing scripts.
C) Use the Cisco Unified IP IVR high-availability option.
D) Use default scripts in the Cisco Unified IP IVR.
E) Use the Cisco Unified Communications Manager call forwarding features on CTI route points and devices associated with the Cisco Unified IP IVR.
F) Use Cisco Unified Contact Center Enterprise scripting to control call delivery to Cisco Unified IP IVRs based on available ports or peripheral status.

Solutions: