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| Section | Objectives |
|---|---|
| Topic 1: Cisco Unified CVP (Customer Voice Portal) | - CVP deployment models (standalone, comprehensive) - SIP and voice gateway integration - Self-service call flows and IVR design |
| Topic 2: Security and Integration | - CRM and third-party system integration concepts - Integration with Cisco Unified Communications Manager - Security design for contact center environments |
| Topic 3: Dial Plan and Call Routing Design | - Routing logic and call treatment design - Routing scripts and VXML/CVP integration concepts - Dial plan considerations for enterprise contact centers |
| Topic 4: UCCE Architecture and Components | - Call routing architecture and call flow design - Core components (ICM, CVP, PG, Finesse, CUCM integration) - Cisco Unified Contact Center Enterprise architecture overview |
| Topic 5: System Sizing and Capacity Planning | - High availability and redundancy design - Agent, call volume, and concurrency planning - Scalability considerations for distributed deployments |
| Topic 6: Reporting and Monitoring | - System monitoring and troubleshooting considerations - Cisco Unified Intelligence Center (CUIC) reporting design - Historical and real-time reporting concepts |
1. The Cisco Unified Contact Center Enterprise 8.0(x) includes a serviceability feature that is known as Analysis Manager or the Diagnostic Framework. Which method will not access this feature?
A) Cisco Unified Communications Manager Real-Time Monitoring Tool
B) Cisco Unified Contact Center Enterprise Support Tools
C) direct URL that is typed into an Internet browser
D) Cisco Unified ICM CLI
E) Web-based portico interface
2. Which two statements are Cisco Best Practices when enabling CTI Manager on a Cisco Unified Communications Manager Server? (Choose two.)
A) CTI Manager must be enabled on the Cisco Unified CallManager publisher to allow CTI applications access to the publisher database.
B) CTI applications should be load-balanced across all CTI Managers in a cluster.
C) All phones on the Cisco Unified Communications Manager cluster should be associated with CTI Manager to allow calls to be sent to the phones.
D) CTI Manager should only be enabled on call-processing subscribers.
3. 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) Lines can be configured to forward calls to other lines on the phone.
C) Agent ACD line can be a shared line.
D) Maximum number of calls on each line must be set to two.
4. In the default configuration of the Cisco Unified Contact Center Enterprise 8.0(x), when an agent enters an incorrect password, the system automatically takes which action?
A) There is no tracking of unsuccessful log-in attempts, and the system does not make any attempt to lock out the agent.
B) The system locks the agent out for 10 minutes after five unsuccessful log-in attempts in a 30minute period.
C) The system locks the agent out for 15 minutes after three unsuccessful log-in attempts in a 15minute period.
D) The system locks the agent out for three minutes after three unsuccessful log-in attempts in a five-minute period.
5. Which two statements are correct about Cisco Unified Communications Manager CAC? (Choose two.)
A) Regions define the maximum bandwidth allowed per all calls to and from locations.
B) Locations define the maximum bandwidth allowed per call.
C) Regions define the maximum bandwidth allowed per call.
D) Locations define the maximum bandwidth allowed per all calls to and from locations.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B,D | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: C,D |
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