Cisco Designing Cisco Unified Contact Center Enterprise

1.

In the congestion control feature of Cisco Unified Contact Center Enterprise, which four options handle the calls that are to be throttled? (Choose four.)

Treat the call with Dialed Number Default Label. Send a Release Message to the routing client. Treat the call with System Default Label. Terminate the call with a Dialog Fail or RouteEnd. Transfer calls to an available IVR port.

2.

In the Cisco Unified Contact Center Enterprise Outbound Option with SIP Dialer, in which order does the Campaign Manager process perform record queries to send them to Dialer for dialing?

pending contacts, callbacks, retries callbacks, retries, pending contacts retries, callbacks, pending contacts pending contacts, pending callbacks, pending retries

3.

In a Cisco Finesse 10.0(x) deployment, which option is needed from the primary and secondary servers for certificate authority to generate a root, intermediate, and application certificate for Cisco Finesse?

fully qualified domain name of the servers physical MAC address of the NIC card from the Cisco Finesse servers Certificate Signing Request IP address of server system ID of the server

4.

When using microapps, which core components are required for calls that originate from Cisco Unified Communications Manager to Cisco Unified CVP using Comprehensive mode?

CUCM: CTI Route Port, SIP Trunk, ICM: CVP Type 2 VRU, CUBE, VXML Gateway CUCM: CTI Route Point and SIP Trunk, ICM: CVP Type 2 VRU and Network VRU labels, VXMLGateway CUCM: CTI Route Point and SIP Trunk, ICM: CVP Type 10 VRU and Network VRU labels, VXMLGateway CUCM: CTI Route Port and SIP Trunk, ICM: CVP Type 10 VRU and Network VRU labels, VXMLGateway

5.

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?

replaces header script normalization script association script transformation script

6.

Which type of MTP is supported with Cisco Unified Mobile Agent?

MTP Pass-Through MTP No Pass-Through MTP Pass-Around MTP No Pass-Around

7.

In the Cisco Unified Contact Center Enterprise solution with clustering over the WAN, which statement about the Cisco Unified Communications Manager peripheral gateway duplex pair is true?

Each side of the peripheral gateway pair (side A and side B) must be configured to point to a local and a remote CTI Manager across the WAN from the PG location. The peripheral gateway private network may be shared with any other private connections-- peripheralgateways or call routers/loggers. The peripheral gateway may use the highly available WAN connection between the sites (visiblenetwork) for all traffic--visible and private. The peripheral gateways must be co-located at one side or the other of the Cisco UnifiedCommunications Manager cluster.

8.

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?

Add a redundant device pool to the Cisco Unified CallManager Group configuration. Add a second TFTP server to the cluster. Add an additional Cisco Unified Communications Manager subscriber to the Cisco UnifiedCommunications Manager Group defined in device pool of the Cisco IP Phone. Use an SRST reference in the device pool.

9.

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?

route pattern agent IP phone CTI route point translation pattern translation route

10.

Which failure scenario in the Cisco Unified Contact Center Enterprise solution stops all processing and routing of contact center calls?

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

Cisco Designing Cisco Unified Contact Center Enterprise

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