Cisco Cisco Unified Contact Center Enterprise Specialist 500-440 Questions & Answers

• Question 1:

  Which Cisco Unified Border Element configuration is correct when deployed with Cisco UCCE Unified CVP?

  A. You must dedicate a voice gateway for VXML browser sessions.

  B. You must configure Cisco Unified Border Element as media pass flow-around mode.

  C. You must configure Cisco Unified Border Element as media pass flow-through mode.

  D. You must use box-to-box Cisco Unified Border Element redundancy.

  Correct Answer: C

• Question 2:

  The JTAPI communications between the Cisco Unified Communication Manager cluster and Cisco Unified Contact Center Enterprise include three distinct types of messaging. Which two options are those messages? (Choose two.)

  A. device and call monitoring

  B. SIP call control messages

  C. service control

  D. single sign-on messages

  E. routing control (Cisco Unified CM cluster request instructions from Cisco Unified CCE)

  Correct Answer: AE

• Question 3:

  Which two features does Cisco Finesse provide as an out-of-the-box agent desktop? (Choose three.)

  A. desktop for third-party ACD

  B. phonebooks and workflows

  C. content sharing gadget

  D. basic call control (answer, hold, retrieve, end, and make call)

  E. agent historical reports

  Correct Answer: BD

• Question 4:

  Erlang calculations are used to size contact center resources. Which two resources are sized by using Erlang-B? (Choose two.)

  A. reporting ports

  B. estimated wait times

  C. PSTN gateway trunks

  D. agents

  E. IVR ports

  Correct Answer: CE

• Question 5:

  Which two features does the SIP Proxy provide when deployed with Cisco UCCE, Cisco Unified CVP? (Choose two.)

  A. demarcation point between networks

  B. centralized dial plan

  C. SIP VXML voice browser

  D. N+1 or N:N redundancy

  E. load balancer for HTTP and SIP

  Correct Answer: BD

• Question 6:

  Which three options are valid when Cisco Unified Customer Voice Portal comprehensive call flow and survivability service handles SIP REFER? (Choose three.)

  A. SIP trunk alternate destination routing (ADR) must be disabled for REFER

  B. An application-controlled alternative is to set an ECC variable (user.sip.refertransfer) to the value y in the Unified ICM script

  C. Router require on a failed SIP Refer transfer where the survivability service is not handling the SIP Refer request

  D. Direct Refer transfer using label works only if Send To VRU node is NOT used before the Refer

  E. Unified ICM sends Unified CVP a routing label with a format of rfXXXX

  F. Standalone Cisco Unified CVP with ICM Lookup label

  Correct Answer: BCE

• Question 7:

  Refer to the exhibit.

  

  In a Cisco Finesse 10.0(x) deployment, in Supervisor Gadget under the Queue Statistics pane, which option describes what the Other column represents?

  A. number of agents assigned to the queue who are on inbound calls

  B. number of calls handled by the agents associated with that queue

  C. number of agents assigned to the queue who are on outbound calls

  D. number of agents assigned to the queue who are on internal consult calls

  Correct Answer: D

• Question 8:

  Which statement about when you deploy Cisco UCCE 12,000 agent deployment model where each physical CPU core is mapped 1-1 with a vCPU is true?

  A. You can overload/over-subscribe the vCPU/cores on the UCS servers as long as the total CPU reservations are within 65 percent of the available CPU of the host (there is spare room in CPU computing resources).

  B. You cannot overload/over-subscribe the vCPU/cores on the UCS servers even if you do not oversubscribe the computing resources in MHz on each server host.

  C. You can overload/over-subscribe the vCPU/cores on the UCS servers as long as the memory reservations are within 80% of the available memory of the host.

  D. You can overload/over-subscribe the vCPU/cores on the UCS servers as long as you do not oversubscribe the computing resources in MHz on each server host.

  Correct Answer: B

• Question 9:

  Which two options are the maximum number of concurrent reports supported by CUIC? (Choose two.)

  A. Up to maximum agent capacity for historical report using live data

  B. 100 concurrent Historical reports

  C. 800 concurrent Real-time reports

  D. 400 concurrent Real-time reports

  E. 400 concurrent Historical reports

  Correct Answer: AD

• Question 10:

  Which three statements about the Cisco Unified CVP Post Call Survey (PCS) are true? (Choose three.)

  A. The mapping of a dialed number pattern to a PCS number enables the PCS feature for the call

  B. PCS lets you schedule a call to the caller at a later time

  C. For reporting purposes, the PCS call has the same call key information

  D. The value of the user.microapp. is PCS controls whether the call is transferred to the PCS number

  E. SIP REFER call flow is required to trigger PCS

  F. The call context for the PCS includes GUID and all context up to the point where the call is transferred to the agent. Context that the agent creates after the transfer is not included in the PCS context

  Correct Answer: ADF