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

1. All of these statements about high availability with a Cisco Unified Intelligent Contact Management (ICM) central controller are true except which one?

A) In the event that the private LAN fails, the peripheral gateways are used to help determine the active call router side of the duplex pair.
B) During Cisco Unified ICM call router failover processing, calls in progress in Cisco Unified IP IVR will be disconnected, but all new calls will be successfully processed.
C) In the event that one call router of a duplex pair of Cisco Unified ICM call router fails, the surviving call router recognizes the failure when it receives no response to heartbeats over the private LAN.
D) There is no impact on call processing during a Cisco Unified ICM Logger failure.

2. 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; this ringing continues until the caller drops the call.
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 and then follows the new script for Ring No Answer.

3. Which two configuration tasks are necessary in Cisco Unified Communications Manager for the Cisco Unified Contact Center Enterprise solution? (Choose two.)

A) configure Cisco Unified IP IVR translation routes
B) configure the agent, supervisor, and CTI user accounts
C) configure the agent ID, supervisor ID, and system administrator password
D) configure agent IP phone, supervisor IP phone, and CTI route points
E) configure agent targeting rules for agent IP phone dialed numbers
F) configure device associations of agent phones and CTI devices with the peripheral gateway user

4. In the Cisco Unified Contact Center Enterprise solution, the Cisco ICM Node Manager process operates on all the Cisco ICM servers with the exception of which component?

A) Cisco ICM Logger
B) Cisco ICM Peripheral Gateway
C) Cisco ICM Call Router
D) Cisco ICM Administration Client

5. When configuring Cisco Unified Communications Manager for use with the Cisco Unified Mobile Agent option of Cisco Unified Contact Center Enterprise, which statement is true?

A) Each mobile agent must have its own unique JTAPI user in Cisco Unified Communications Manager.
B) Each mobile agent must have its own dedicated set of CTI ports that are tied to the Agent ID in Cisco Unified Contact Center Enterprise.
C) Each mobile agent can use one set of CTI ports from a pool of remote CTI ports and local CTI ports.
D) Each mobile agent must have a Cisco Extension Mobility profile to log in remotely.

Solutions: