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

1. What is the impact of co-loading the Cisco Unified Outbound SIP Dialer on the same servers as the agent peripheral gateway in the Cisco Unified Contact Center Enterprise 8.0(x) system?

A) Cisco Unified Outbound Dialer reduces agent capacity by a factor of 15-each outbound port is equivalent to 15 agents on the peripheral gateway.
B) Cisco Unified Outbound Dialer reduces agent capacity by a factor of four-each outbound port is equivalent to four agents on the peripheral gateway.
C) Cisco Unified Outbound Dialer reduces agent capacity by a factor of 1.33-each outbound port is equivalent to 1.33 agents on the peripheral gateway.
D) Cisco Unified Outbound Dialer does not reduce agent capacity on the peripheral gateway server.

2. In a single-site deployment model for Cisco Unified Contact Center Enterprise, which statement is true?

A) The Cisco Unified Communications Manager cluster can be split between two data center locations.
B) The Cisco Voice Gateways can be distributed at multiple locations.
C) The Cisco Unified Contact Center Enterprise agents are colocated at the same site as the data center components.
D) The Cisco Unified IP IVR must be deployed with the G.279 codec for local voice quality.

3. You need to design Cisco Unified Communications Manager 6.1(1) for normal calls and contact center calls. The customer requirement is to have approximately 250 simultaneous MOH sessions. What is the minimum server platform that you can use?

A) standalone MOH server using a Cisco MCS 7835 or equivalent
B) standalone or co-resident MOH server using a Cisco MCS 7835 or equivalent
C) standalone or co-resident MOH server using a Cisco MCS 7815 or equivalent
D) standalone MOH server using a Cisco MCS 7815 or equivalent

4. 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: 330,000 with a Recommended Queue of 264,000
B) Recommended Link: 1,275,000 with a Recommended Queue of 999,000
C) Recommended Link: 2,550,000 with a Recommended Queue of 1,998,000
D) Recommended Link: 5,100,000 with a Recommended Queue of 3,996,000

5. 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 be handled by agents within 30 seconds.
B) Ninety percent of all calls will queue for 30 seconds.
C) Ninety percent of all calls will be answered within 30 seconds by an agent.
D) Ninety percent of all calls will go directly to agents without queuing.

Solutions: