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

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

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

2. Which item is not a factor in determining bandwidth requirements for the visible network connection between the Cisco Unified Contact Center Enterprise Agent Peripheral Gateway and the call router?

A) number of agents
B) number of call types
C) busy hour call attempts
D) number of skill groups per agent
E) number of call and ECC variables

3. Which two of these are not parts of the Cisco Unified Communications Manager Release 6.1(1) device pool configuration? (Choose two.)

A) SRST reference
B) primary Cisco Unified Communications Manager group
C) Media Resource Group List
D) region
E) SIP trunk

4. In the Cisco Unified Contact Center Enterprise solution, what is considered "Agent Handle Time"?

A) the time that the agent spent talking to the caller plus the queue time for the call and any wrap-up time
B) the time that the agent spent talking plus any wrap-up time that is associated with the call, including any hold time during the call
C) the time that the agent spent talking to the caller plus any network time that was used during ringing, call transfers, and holds during the call
D) the time that the agent spent talking to the caller, including any hold time during the call

5. Which three features or functionalities does Cisco Unified Communications Manager provide for the Cisco Unified Contact Center Enterprise solution? (Choose three.)

A) call routing from PSTN gateway to agents
B) CTI data on Cisco Agent Desktop screen pop
C) Cisco Extension Mobility for agents
D) call routing from PSTN gateway to Cisco Unified IP IVR
E) hunt groups and pickup groups for Cisco Unified Contact Center Enterprise
F) agent, supervisor, and team configuration

Solutions: