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| Section | Objectives |
|---|---|
| UCCE Architecture and Components | - Cisco Unified Contact Center Enterprise architecture overview - Core components (ICM, CVP, PG, Finesse, CUCM integration) - Call routing architecture and call flow design |
| System Sizing and Capacity Planning | - Agent, call volume, and concurrency planning - High availability and redundancy design - Scalability considerations for distributed deployments |
| Cisco Unified CVP (Customer Voice Portal) | - CVP deployment models (standalone, comprehensive) - Self-service call flows and IVR design - SIP and voice gateway integration |
| Reporting and Monitoring | - Cisco Unified Intelligence Center (CUIC) reporting design - System monitoring and troubleshooting considerations - Historical and real-time reporting concepts |
| Dial Plan and Call Routing Design | - Routing scripts and VXML/CVP integration concepts - Routing logic and call treatment design - Dial plan considerations for enterprise contact centers |
| Security and Integration | - Security design for contact center environments - CRM and third-party system integration concepts - Integration with Cisco Unified Communications Manager |
Which Cisco Unified IP phone model is incompatible with the Cisco Unified Contact Center Enterprise system 8.0(x)?
Correct Answer: E 🗳️
Which tool is used to create the Cisco organization unit structure in Cisco Unified Contact Center Enterprise 7.0(x) and 7.1(x)?
Correct Answer: A 🗳️
In the Cisco Unified Communications Manager Sizing tool, how do you address a Cisco Unified Contact Center Enterprise design with 350 concurrent mobile agents that use 400 CTI port pairs?
Correct Answer: C 🗳️
When using the Cisco Unified Contact Center Enterprise 8.0(x) Multi-Line ACD feature, which configuration item is not supported in the Cisco Unified Communications Manager?
Correct Answer: A 🗳️
Cisco provides a set of sizing tables in the Cisco Unified Contact Center Enterprise 8.0(x) Design Guide (SRND). These tables show the bandwidth that is required for the Cisco Agent Desktop and Supervisor Desktop. Using these tables, how much average bandwidth is required to support 200 agents and 20 supervisors at a remote site across the WAN?
Correct Answer: C 🗳️
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