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

1. In the Cisco Unified Contact Center Enterprise 8.0(x) solution, both WebView and Cisco Unified Intelligence Center are provided as reporting tools. Which statement is true?

A) WebView 8.0(x) does not include report templates for 15-minute-interval reports.
B) Cisco Unified Intelligence Center 8.0(x) includes an Event Viewer tool to display system error and warnings.
C) WebView 8.0(x) reports can be automatically converted to Cisco Unified Intelligence Center 8.0(x) templates.
D) Cisco Unified Intelligence Center 8.0(x) includes stock report templates for Cisco Unified Contact Center Express.

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

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

3. What is the primary factor that affects the bandwidth size of the private network between the central controllers in the Cisco Unified Contact Center Enterprise solution?

A) number of configured skill groups
B) number of historical database servers
C) number of calls that are attempted in the busy hour
D) number of configured routes and labels

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

5. 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) event-based routing
B) service control routing
C) pre-routing
D) translation routing
E) post-routing

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