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Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
1. DRAG DROP
2. 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 hangs up
B) from the call arrival to the point that the agent hangs up
C) from the transfer to IVR to the point that the agent hangs up
D) from the point that the agent answers to the point that the agent is ready
3. In the Cisco Unified Contact Center Enterprise 8.0(x) Multi-Line ACD feature, how many total lines can the CTI Desktop monitor on the Cisco Unified IP phone?
A) threE. one ACD and two personal lines
B) four: one ACD and three personal lines
C) fivE. one ACD and four personal lines
D) fivE. two ACD and three personal lines
E) threE. two ACD and one personal lines
F) four: two ACD and two personal lines
G) two: one ACD and one personal lines
4. Erlang-C calculations require multiple inputs, including a target service level. What does the service level goal of 90/30 imply?
A) Ninety percent of all calls will go directly to agents without queuing.
B) Ninety percent of all calls will queue for 30 seconds.
C) Ninety percent of all calls will be handled by agents within 30 seconds.
D) Ninety percent of all calls will be answered within 30 seconds by an agent.
5. 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 ID, supervisor ID, and system administrator password
C) configure agent IP phone, supervisor IP phone, and CTI route points
D) configure device associations of agent phones and CTI devices with the peripheral gateway user
E) configure agent targeting rules for agent IP phone dialed numbers
F) configure the agent, supervisor, and CTI user accounts
Solutions:
| Question # 1 Answer: Only visible for members | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: C,D |
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