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Designing Cisco Unified Contact Center Enterprise (UCCED)

Question No: 1

Which two statements about the Cisco Unified Contact Center Enterprise clustering over the WAN deployment model are true? (Choose two.)

1. With Cisco Unified Computing System C-Series Servers, you must deploy dual SAN on each data center.

2. The visible network that supports the communication between Cisco Unified Communications Manager subscriber nodes must be highly available and designed with no single point of failure.

3. Agents at remote locations must be registered to only one data center for their Cisco Unified IP Phone connections if they are using Cisco Finesse.

4. Cisco Unified Contact Center Enterprise IVR Peripheral Gateway cannot be split between the data center locations to maintain a local JTAPI connection for call control.

5. Cisco Unified Communications Manager Peripheral Gateways that are split between the two data centers can share the same private network connection as the central controller (router and logger) components.

Answer: B,E

Question No: 2

Which setup iscorrect when you configure Cisco UCS B-Series VICs (M81KR/12xx VICs) for Cisco Unified Contact Center Enterprise on Cisco UCS B-Series deployments?

1. Enable Fabric Failover as an extra redundancy measure so that traffic from the UCS B- Series blade has the HA paths. (Both FI-A and FI-B paths are used in a failover scheme.)

2. Disable the Fabric Failover option.

3. Disregard this option because either mode is fine with Cisco Unified CCE on UCS B- Series deployments.

4. Enable this Fabric Failover when the connected upstream network is operating in a Common Layer 2 domain.

5. Disable this Fabric Failover when the connected upstream network is operating in a Disjointed Layer 2 domain.

Answer: B

Question No: 3

Which failure scenario in the Cisco Unified Contact Center Enterprise solution stops all

processing and routing of contact center calls?

1. ICM Call Router Side A fails at the same time that ICM Logger Side A fails.

2. ICM Call Router Side A fails at the same time that ICM Logger Side B fails.

3. ICM Call Router Side B fails at the same time that ICM Logger Side A fails.

4. ICM Call Router Side B fails at the same time that ICM Logger Side B fails.

5. ICM Call Router Side A fails at the same time that ICM Call Router Side B fails.

6. ICM Logger Side A fails at the same time that ICM Logger Side B fails.

Answer: E

Question No: 4

A customer has a remote site with 100 agents, and the remote site only has SRST for E.911. 50% of the supervisors are located at HQ where the data center is. The agents to supervisor ratio is 10%. The customer requires that supervisors from any remote site can record and silent monitor active calls. With BW design consideration, how many minimum RTP streams are needed between the data center and agent remote sites?

1. 300 RTP streams

2. 150 RTP streams

3. 110 RTP streams

4. 120 RTP streams

Answer: C

Question No: 5

Refer to the exhibit. Which option describes Cisco Unified CCE on the UCS B Fabric Interconnection pair to the upstream network connectivity?

1. Have a straight links scheme from the UCS B FI pair to the upstream Layer 2 switches as shown in Figure 1-1.

2. Have a cross-connect links scheme from the UCS B FI pair to the upstream Layer 2 switches as shown in Figure 1-2.

3. Any of the design options can be deployed with Cisco Unified CCE, but only one of those two options can be deployed within the entire solution.

4. Both design options can be deployed with Cisco Unified CCE and you can include both design options within the solution.

Answer: B

Question No: 6

Which option describes the recommended way to configure redundant Cisco Unified Communications Manager subscribers for Cisco IP phone registration in a single cluster for the Cisco Unified Contact Center Enterprise solution?

1. Add a redundant device pool to the Cisco Unified CallManager Group configuration.

2. Add a second TFTP server to the cluster.

3. Add an additional Cisco Unified Communications Manager subscriber to the Cisco Unified Communications Manager Group defined in device pool of the Cisco IP Phone.

4. Use an SRST reference in the device pool.

Answer: C

Question No: 7

Which three features does Cisco Unified Border Element provide when Cisco Unified CCE and Cisco Unified Customer Voice Portal are used? (Choose three.)

1. Silent Monitor inbound voice calls

2. secure communication using flow around mode

3. NAT for address hiding

4. normalize SIP messages using SIP profiles

5. record calls by forking the media using build-in-bridge

6. demarcation point between networks

Answer: C,D,F

Question No: 8

Under which circumstances can the visible and private networks be converged in the Cisco Unified Contact Center Enterprise system?

1. when QoS is enabled on both networks

2. in cases in which there is gigabit bandwidth between sites

3. under no circumstances

4. when the Cisco Catalyst switch has dual power supplies

Answer: C

Question No: 9

For the Cisco Contact Center Enterprise Outbound option, which Cisco Unified Communications Manager feature can be used to disable ringback during transfer to agent for a scenario that involves SIP trunks?

1. replaces header script

2. normalization script

3. association script

4. transformation script

Answer: B

Question No: 10

To maintain end-to-end reporting context, when an agent transfers a call to another ICM Skill Group, to which Cisco Unified Communications Manager configuration object should the call be transferred?

1. route pattern

2. agent IP phone

3. CTI route point

4. translation pattern

5. translation route

Answer: C

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