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Question 1:
The process of sending pre-call data about a call to a targeted site in the Cisco Unified Contact Center Enterprise solution is known as which of these terms?
A. pre-routing
B. post-routing
C. translation routing
D. event-based routing
E. service control routing
Correct Answer: C
Question 2:
In Cisco Unified Contact Center Enterprise 7.0.x and 7.1.x, which domain-level group is used to control access to Script Editor?
A. Setup group
B. Services group
C. Configuration group
D. Internet Script Editor group
Correct Answer: C
Question 3:
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 4:
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 hears queue music and is sent to the default queue for that call type.
C. The caller hears ringing at the agent and then follows the new script for Ring No Answer.
D. The caller is automatically transferred to the next agent without any indication.
Correct Answer: C
Question 5:
In a Cisco Unified Contact Center Enterprise that is deployed in a multisite centralized model, which resource can be used for transcoding?
A. Cisco Unified IP phone built-in-bridge
B. Cisco Unified IP IVR CTI ports
C. Cisco Unified Communications Manager CTI route points
D. Cisco Unified Communications Manager software conference bridge resources
Correct Answer: A
Question 6:
As part of the Cisco Unified Contact Center Enterprise 8.0 solution, how is the Cisco Unified Intelligence Center 8.0(x) deployed?
A. co-loaded on an administrative server just like WebView was in prior versions
B. on a dedicated appliance server running the Cisco Voice Operating System
C. on a dedicated appliance server running Microsoft Windows 2003 Server
D. on a Cisco Unified Computing System B-Series VMware image with one virtual CPU and 8 GB of RAM
Correct Answer: B
Question 7:
When using the Cisco Unified Outbound Option SIP Dialer 8.0(x), which statement is untrue?
A. Call progress analysis is performed in the Cisco IOS Voice Gateway, not the dialer.
B. Mobile agents must use the nailed-up connection option.
C. SIP Phones must be configured in Cisco Unified Communications Manager for each dialer port.
D. No physical reservation call is used to reserve the agent for the outbound contact.
Correct Answer: C
Question 8:
Cisco provides a set of sizing tables in the Cisco Unified Contact Center Enterprise 8.0(x) Design Guide (SRND). These tables show the bandwidth that is required for the Cisco Agent Desktop and Supervisor Desktop. Using these tables, how much average bandwidth is required to support 200 agents and 20 supervisors at a remote site across the WAN?
A. 3.7 kB/s
B. 7.4 kB/s
C. 6.5 kB/s
D. 8.32 kB/s
Correct Answer: C
Question 9:
Which two statements are correct about Cisco Unified Communications Manager CAC? (Choose two.)
A. Regions define the maximum bandwidth allowed per call.
B. Locations define the maximum bandwidth allowed per all calls to and from locations.
C. Locations define the maximum bandwidth allowed per call.
D. Regions define the maximum bandwidth allowed per all calls to and from locations.
Correct Answer: AB
Question 10:
Which two configuration tasks are necessary in Cisco Unified Communications Manager for the Cisco Unified Contact Center Enterprise solution? (Choose two.)
A. configure agent IP phone, supervisor IP phone, and CTI route points
B. configure the agent ID, supervisor ID, and system administrator password
C. configure the agent, supervisor, and CTI user accounts
D. configure agent targeting rules for agent IP phone dialed numbers
E. configure Cisco Unified IP IVR translation routes
F. configure device associations of agent phones and CTI devices with the peripheral gateway user
Correct Answer: AF
Question 11:
In the Cisco Unified Contact Center Enterprise clustering over the WAN deployment model, which two statements are true? (Choose two.)
A. Each subscriber in the Cisco Unified Communications Manager cluster must have its own Peripheral Gateway configured locally to avoid JTAPI communication across the WAN.
B. The visible network that supports the communication between Cisco Unified Communications Manager subscriber nodes must be highly available and designed with no single point of failure.
C. Agents at remote locations must be registered to only one data center for their Cisco Unified IP phone connections if they are using the Cisco Agent Desktop.
D. Cisco Unified Contact Center Enterprise IVR Peripheral Gateway cannot be split between the data center locations to maintain a local JTAPI connection for call control.
E. Cisco Unified Communications Manager Peripheral Gateways that are split between the two data centers can share the same private network connection as the central controller (router and logger) components.
Correct Answer: BE
Question 12:
Which two Cisco Unified Contact Center Enterprise components impact visible network WAN bandwidth sizing to the central controllers? (Choose two.)
A. number and type of remote administrative data servers
B. number of dialed numbers in the Cisco Unified Contact Center Enterprise that is configured for remote Cisco Voice Gateways
C. size and number of Cisco Unified Contact Center ECC variables that are passed to remote CTI OS agent desktops for screen pop
D. number and type of configured Cisco Unified Contact Center Enterprise agents
Correct Answer: AC
Question 13:
Which two Cisco Unified Contact Center Enterprise CTI solutions support silent monitoring of agent calls using desktop monitoring rather than VoIP Monitor servers? (Choose two.)
A. Cisco Unified Contact Center Enterprise CTI Object Server Agent Desktop
B. Cisco Unified Contact Center Enterprise Cisco Agent Desktop
C. Cisco Unified Contact Center Enterprise Siebel CRM Connector
D. Cisco Unified Contact Center Enterprise Cisco Agent Desktop Browser Edition
Correct Answer: AB
Question 14:
Drag and drop the correct recommended Layer 3 classification for differentiated services code point markings and data flows in the Cisco Unified Contact center Enterprise solution.
Select and Place:
Correct Answer:
