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Question 1:

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 type is changed and maintains the old data in the original call type.

B. The call is reset to the new call type, like a new call with all counters reset to zero.

C. There is no impact, the call type is only used for the initial script selection process.

D. The call is reclassified and the system picks a new routing script based on the call type.

Correct Answer: A


Question 2:

In the Cisco Unified Contact Center Enterprise solution with clustering over the WAN, which statement is true about the Cisco Unified Communications Manager Peripheral Gateway duplex pair?

A. Each side of the Peripheral Gateway pair (side A and side B) must be configured to point to a local and a remote CTI Manager across the WAN from the PG location.

B. The PG private network may be shared with any other private connections–PGs or Call Routers/ Loggers.

C. The PG may use the highly available WAN connection between the sites (visible network) for all traffic– visible and private.

D. The PGs must be co-located at one side or the other of the Cisco Unified Communications Manager cluster.

Correct Answer: B


Question 3:

In the Cisco Unified Contact Center Enterprise solution, what is the impact to the system if call queue times increase?

A. Additional queue ports may be required to ensure that callers are able to be queued and hear appropriate treatment.

B. No additional ports are required because the system will automatically put callers on hold in Cisco Unified Communications Manager waiting for a queue port to become available.

C. Additional Cisco Unified Contact Center Enterprise Call Routers and Loggers are required.

D. Additional Cisco Unified Communications Manager MTP resources are required to terminate media longer for callers in queue.

Correct Answer: A


Question 4:

How is accurate service-level information obtained in a Cisco Unified Contact Center Enterprise Parent/ Child model with calls queued at the parent?

A. in the parent Cisco Unified ICM system, using Agent Level Detail data

B. in the parent Cisco Unified ICM system, using skill group data

C. in the child Cisco Unified Contact Center Enterprise system, using call type data

D. in the child Cisco Unified Contact Center Enterprise system, using services data

Correct Answer: A


Question 5:

Which of these statements must be true to provide silent monitoring for Cisco Unified Contact Center Enterprise 8.0(x) mobile agents?

A. A mobile agent PC must be connected to the local phone at the agent location.

B. The inbound call and the mobile agent remote call leg must not be placed using the same voice gateway.

C. The local CTI port must have MOH enabled in Cisco Unified Communications Manager.

D. The agent must be configured as “nailed up” and not “call-by-call.”

E. The supervisor must be configured as both an agent and a mobile agent.

Correct Answer: B


Question 6:

How are Cisco Unified Mobile Agents silent monitored by their supervisors at remote locations?

A. Cisco Unified Communications Manager Silent Monitoring

B. Desktop Monitoring from the Cisco CTI OS or Cisco Agent Desktop CTI Desktop

C. Cisco CTI OS or Cisco Agent Desktop SPAN Port Monitoring

D. Cisco Remote Silent Monitoring (RSM) Service Monitoring

Correct Answer: C


Question 7:

Which Cisco Unified IP phone model is incompatible with the Cisco Unified Contact Center Enterprise system 8.0(x)?

A. 9951

B. 6921

C. 7970

D. 7930

E. 7920

Correct Answer: D


Question 8:

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?

A. Busy triggers on each line must be set to one.

B. Maximum number of calls on each line must be set to two.

C. Agent ACD line can be a shared line.

D. Lines can be configured to forward calls to other lines on the phone.

Correct Answer: C


Question 9:

When using the Cisco Unified Outbound Option SIP Dialer 8.0(x), which statement is true?

A. The SIP Dialer requires two MR PIMs for duplex SIP dialers.

B. The SIP Dialer scales to 60 calls per second per dialer.

C. The SIP Dialer uses Cisco Unified Communications Manager routing and dial plans for outbound call routing.

D. The SIP Dialer engages the agent peripheral gateway for each outbound call.

Correct Answer: B


Question 10:

During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the agent phone engaged?

A. from the point that the agent answers to the point that the agent is ready

B. from the transfer to IVR to the point that the agent hangs up

C. from the call arrival to the point that the agent hangs up

D. from the point that the agent answers to the point that the agent hangs up

Correct Answer: D


Question 11:

During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the Cisco Unified IP IVR engaged?

A. from the call arrival to the point that the agent answers

B. from the transfer to IVR to the point that the agent hangs up

C. from the transfer to IVR to the point that the agent answers

D. from the call arrival to the point that the agent is ready

Correct Answer: C


Question 12:

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, including any hold time during the call

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 the queue time for the call and any wrap-up time

D. 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

Correct Answer: B


Question 13:

The output of an ACD Peripheral Gateway and a Cisco Unified Communications Manager Peripheral Gateway to the Central Controller Bandwidth Calculator spreadsheet tool provides three bandwidth values. How are they used?

A. The three values are added together to get the total link that is required between the Peripheral Gateway and the call router.

B. The High value is used to size the priority queue for the QoS tagging at AF31.

C. The Medium and Low values are added together to size the priority queue for the QoS tagging at AF11.

D. The High and Medium values are added together to size the priority queue for the QoS tagging at AF31.

Correct Answer: D


Question 14:

The Cisco Unified IP IVR and Intelligent Contact Management components of the Cisco Unified Contact Center Enterprise solution cannot perform which function?

A. reporting with Cisco Unified Intelligence Center

B. providing CTI desktop functionality for agent state control

C. providing call-routing functionality based on real-time conditions

D. instructing queue points to play specific messages to callers

E. providing conference bridge for agent and supervisor calls

Correct Answer: E


Question 15:

You have been tasked to integrate the Cisco Unified Contact Center Enterprise solution with an existing Cisco Unified Communications Manager deployment. Which two factors need to be accounted for to ensure that the Cisco Unified Communications Manager nodes are not overloaded? (Choose two.)

A. BHCA for agent Cisco IP phones and Cisco Unified IP IVR ports and sessions

B. server hardware model for Cisco Unified Communications Manager subscriber nodes

C. number of configured Cisco Unified Contact Center Enterprise agents and supervisors

D. number of translation routes built in the Cisco Unified Contact Center Enterprise system

E. number of Cisco Agent Desktop PCs deployed for Cisco Unified Contact Center Enterprise

F. number of users administering the Cisco Unified Communications Manager

Correct Answer: AB


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