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

1. Which two statements are true regarding the Cisco Unified Contact Center Enterprise Release 8.0(x) Mobile Agent peripheral gateway capacity? (Choose two.)

A) Each mobile agent for a call-by-call configuration equals 2.2 local agents.
B) Each mobile agent for a nailed-up configuration equals 1.37 local agents.
C) Each mobile agent for a call-by-call configuration equals 2.4 local agents.
D) Each mobile agent for a nailed-up configuration equals 1.73 local agents.

2. Cisco provides a set of sizing tables in the Cisco Unified Contact Center Enterprise 8.0(x) Design Guide (SRND). These tables show the private network bandwidth that is required for the clustering over the WAN deployment model. Using these tables, how much bandwidth is required to support the following configuration:
BHCA coming into the contact center is 10,000.
One hundred percent of calls are treated by the Cisco Unified IP IVR, and 40 percent are queued.
All calls are sent to agents unless they are abandoned; 10 percent of calls to agents are transfers or conferences.
Four Cisco Unified IP IVRs are used to treat and queue the calls, with one Peripheral Gateway pair supporting them.
There is one Cisco Unified Communications Manager Peripheral Gateway pair for a total of 900 agents.
Calls have ten 40-byte call variables and ten 40-byte ECC variables.

A) Recommended Link: 2,550,000 with a Recommended Queue of 1,998,000
B) Recommended Link: 1,275,000 with a Recommended Queue of 999,000
C) Recommended Link: 330,000 with a Recommended Queue of 264,000
D) Recommended Link: 5,100,000 with a Recommended Queue of 3,996,000

3. Which of the following is a true statement regarding the design and operation of a highly available Cisco Unified Contact Center Enterprise solution?

A) When a Cisco Unified Contact Center Enterprise VRU PG fails, all calls in queue on that Cisco Unified IP IVR are dropped unless there is a default script loaded on the Cisco Unified IP IVR.
B) SRST is a Cisco Voice Gateway feature that allows agent phones and their associated CTI Desktop to home to the local SRST gateway in the event that the gateway loses connection with the Cisco Unified Communications Manager that is controlling it.
C) Call processing must never occur on a Cisco Unified Communications Manager publisher, even in failover conditions.
D) If a Cisco Unified Contact Center Enterprise child system loses a WAN connection with the parent Cisco Unified ICM, it is not possible under any circumstances to queue newly arrived calls at that child.

4. When using agent targeting rules in Cisco Unified Contact Center Enterprise 8.0(x), which statement is true?

A) Agent labels must be created for each routing client that can route calls to an agent.
B) Agent targeting rules are not allowed with translation routes.
C) Agent device targets must be created for each phone that is used by an agent.
D) Agent extensions can be defined as a range, without having to build each device target.

5. A Cisco Unified Contact Center Enterprise system is designed with geographic redundancy for the central controllers (with separate call routers and loggers). At the Side A location, there are Call Router A, Logger A, and a duplex pair of peripheral gateways (PG1A/PG1B). At the Side B location, there are Call Router B, Logger B, and a duplex pair of peripheral gateways (PG2A/PG2B). The visible network WAN between the two sites goes down while the private network is operational.
Which of these is true?

A) The Side A call router becomes active and the peripheral gateway pair at the Side B site (PG2A/PG2B) becomes unavailable.
B) Both pairs of peripheral gateways stay active at both sites because both call routers are still communicating through the private connection and remain functional.
C) The peripheral gateway pair at the Side A site (PG1A/PG1B) is unavailable.
D) Both pairs of peripheral gateways at both sites stay active and Call Router B takes control.

Solutions: