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

1. All of these statements correctly describe the role of voice gateways in Cisco Unified Contact Center Enterprise deployments except which one?

A) Cisco voice gateways can communicate with Cisco Unified Communications Manager using SIP, H.323, or MGCP.
B) When calls arrive from the PSTN to Cisco H.323 gateways and are sent to Cisco Unified IP IVR for prompt and collect treatment, MTP resources must be allocated in deployments.
C) When a voice gateway uses multiple protocols (SIP, H.323), each protocol requires its own dedicated DSP resources.
D) Cisco voice gateways can be used to help integrate traditional ACDs into a Cisco Unified Contact Center Enterprise environment by implementing TDM connections between gateways and ACDs.

2. Which statement is correct about the Erlang-C sizing calculation model?

A) Erlang-C is used for sizing IVR, PSTN trunk, and queue ports.
B) Erlang-C plans for a percentage of calls to be blocked or dropped in the calculation.
C) Erlang-C assumes that calls that do not find an available agent will be blocked or dropped.
D) Erlang-C is used for sizing agents in a queuing model.

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

A) IVR ports
B) agents
C) MTP resources
D) PSTN gateway trunks

4. In the Cisco Unified Contact Center Enterprise 8.0(x) solution, historical interval reports can be generated in either 15-minute or 30-minute intervals. Which statement is true?

A) The Cisco ICM database schema contains half-hour tables, but they are no longer populated unless the 30-minute interval option is used.
B) The Cisco ICM database schema was updated to include new quarter-hour tables, which are only populated when the 15-minute interval option is used.
C) The Cisco ICM database schema was updated to include new interval tables, which are populated for both 30-minute or 15-minute data, but the original half-hour tables are not populated.
D) All peripherals in the Cisco Unified Contact Center Enterprise must use the same interval-reporting method, either 30-minute or 15-minute.

5. In the Cisco Unified Contact Center Enterprise 8.0(x) system, if an agent requires more than five skills, what is the impact to the Peripheral Gateway?

A) None, agents can only have five skills defined.
B) As skills are added to agents, the total number of agents supported on the PG is decreased to a maximum of 20 skills per agent with 1000 total agents.
C) As skills are added to agents, the total number of agents supported on the PG is decreased to a maximum of 50 skills per agent with 484 total agents.
D) None, agents can have an unlimited number of skills defined.

Solutions: