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Updated: Aug 24, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Design Best Practices and Capacity Planning | 15% | - Scalability and sizing
|
| Call Routing and Dial Plan Design | 20% | - Routing logic design
|
| Scripting and Call Flow Design | 20% | - Cisco ICM scripting fundamentals
|
| Peripheral Gateway and System Integration | 15% | - CRM and third-party integration
|
| Reporting and Monitoring | 10% | - Historical and real-time reporting
|
| Cisco Unified Contact Center Enterprise (UCCE) Architecture | 20% | - Deployment models
|
1. What role does the Cisco Unified ICM play in the Cisco Unified Contact Center Enterprise solution?
A) terminates media streams for agents and callers
B) records and stores voice calls for quality purposes
C) plays music on hold and in queue for callers
D) provides routing and queuing instructions for contacts
2. In the default configuration of the Cisco Unified Contact Center Enterprise 8.0(x), when an agent enters an incorrect password, the system automatically takes which action?
A) There is no tracking of unsuccessful log-in attempts, and the system does not make any attempt to lock out the agent.
B) The system locks the agent out for 10 minutes after five unsuccessful log-in attempts in a 30minute period.
C) The system locks the agent out for 15 minutes after three unsuccessful log-in attempts in a 15minute period.
D) The system locks the agent out for three minutes after three unsuccessful log-in attempts in a five-minute period.
3. 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) post-routing
B) pre-routing
C) translation routing
D) event-based routing
E) service control routing
4. DRAG DROP
5. 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 does not reduce agent capacity on the peripheral gateway server.
D) 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.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: Only visible for members | Question # 5 Answer: D |
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