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

1. When call progress analysis is done in the voice gateway with the Cisco Unified Contact Center Enterprise Outbound Option 8.0, which protocol is used to communicate the call progress status to the dialer?

A) H.323
B) SIP
C) SCCP
D) MCGP

2. Which one of the following types of traffic from the PG to the central controller is considered high priority in the Cisco Unified Contact Center Enterprise solution?

A) routing and DMP control traffic
B) Real-Time Monitoring
C) skill group data
D) configuration requests

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

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

4. What is the impact of using a Call Type node in a routing script for the Cisco Unified Contact Center Enterprise system?

A) The call is reclassified and the system picks a new routing script based on the call type.
B) There is no impact, the call type is only used for the initial script selection process.
C) The call type is changed and maintains the old data in the original call type.
D) The call is reset to the new call type, like a new call with all counters reset to zero.

5. When a call is processed using the Ring No Answer dialed number in Cisco Unified Contact Center Enterprise, what does the caller experience?

A) The caller hears ringing at the agent and then follows the new script for Ring No Answer.
B) The caller is automatically transferred to the next agent without any indication.
C) The caller hears queue music and is sent to the default queue for that call type.
D) The caller hears ringing at the agent; this ringing continues until the caller drops the call.

Solutions: