500-440Practice Test

• Call flow
• SIP trunk configuration
• Route patterns
• Dial plan integration

• Call routing logic
• Configuration steps
• Troubleshooting

• CUCM
• CVP

Describe the Cisco Unified Communications Manager originated calls to Cisco Unified Customer Voice Portal

• Blind transfer
• Consultative transfer
• SIP REFER
• Media preservation

• Transfer mechanisms
• SIP messaging
• Configuration options

• CUCM
• SIP Trunks

Describe the Cisco Unified Communications Manager options for transfer calls to agents involving SIP trunks

• CTI route points
• Device configuration
• Codec requirements
• PSTN connectivity

• Configuration steps
• Prerequisites
• Limitations

• CUCM
• Mobile Agent

Describe the requirements for Cisco Unified Mobile Agent on Cisco Unified Communications Manager

• Line appearance
• Agent configuration
• Call distribution
• Reporting impact

• Configuration complexity
• Performance considerations
• Reporting accuracy

• CUCM
• CCE

Describe the impact of the multiline automatic call distributor functionality of Cisco Unified CCE on Cisco Unified Communications Manager

• Bandwidth requirements
• Latency limits
• Database replication
• QoS requirements

• Network requirements
• Design limitations
• Best practices

CUCM

Describe the cluster over the WAN consideration for Cisco Unified Communications Manager

• Publisher/subscriber model
• Call processing redundancy
• Database redundancy
• Geographic redundancy

• Failover mechanisms
• Redundancy levels
• Design options

CUCM

Describe the Cisco Unified Communications Manager redundancy options for centralized deployment

• Call tagging
• Correlation IDs
• Transfer tracking
• Report accuracy

• Tracking methods
• Configuration requirements
• Reporting challenges

• CUCM
• CCE

Describe the methods available to maintain end to end reporting for transferred calls

• WAN failure scenarios
• Split-brain conditions
• Database synchronization
• Failover behavior

• Failure modes
• Recovery procedures
• Design considerations

Cisco Unified CCE

Explain the failure scenarios with geographically separated Cisco Unified CCE deployments

• DSCP marking
• Traffic classification
• Bandwidth allocation
• Queue management

• QoS policies
• Marking strategies
• Bandwidth calculations

Network Infrastructure

Describe the quality of service usage within Unified Contact Center Enterprise solution

• Latency requirements
• Bandwidth sizing
• Packet loss tolerance
• Jitter requirements

• Network specifications
• Sizing calculations
• Design validation

Network Infrastructure

Explain the network requirements to support the Clustering over the WAN (CoW) deployment model for the Cisco Unified CCE solution

• Single-site deployment
• Multisite centralized
• Multisite distributed
• Hybrid models

• Model selection criteria
• Architecture differences
• Scalability considerations

Cisco Unified CCE

Describe the basic deployment models for the Cisco Unified CCE solution (single-site, multisite centralized, and multisite distributed)

• Visible network
• Private network
• Network isolation
• Security zones

• Network architecture
• Connectivity requirements
• Security considerations

Cisco Unified ICM

Explain network requirements for the Cisco Unified Intelligent Contact Management visible and private network connections in a Cisco Unified CCE solution

• Primary/backup servers
• Agent failover
• State preservation
• Automatic recovery

• Failover triggers
• Recovery time
• Agent experience

Cisco Finesse

Describe Cisco Finesse failover scenarios

• Report refresh rates
• Data volume
• User concurrency
• Network optimization

• Bandwidth calculations
• Optimization techniques
• Scaling factors

Cisco Unified Intelligence Center

Describe the factors that impact Cisco Unified Intelligence Center bandwidth usage

• Connectivity testing
• Path validation
• Fault isolation
• Diagnostic procedures

• Testing methodology
• Troubleshooting steps
• Result interpretation

Cisco Unified ICM

Describe the Test Other Side method used in Unified Intelligent Contact Management

• Component redundancy
• Failover mechanisms
• Load balancing
• Geographic distribution

• HA architectures
• Failover times
• Design best practices

All CCE Components

Describe the high-availability options of all components supported in the Cisco Unified CCE solution

• Call classification
• Routing logic
• Reporting segmentation
• Service levels

• Call type design
• Configuration impact
• Reporting considerations

Cisco Unified ICM

Explain call type usage within Cisco Unified ICM in Cisco Unified CCE solution

• Deployment locations
• Network connectivity
• Redundancy planning
• Access control

• Placement decisions
• Connectivity requirements
• Failover considerations

Administrative Workstations

Describe the design consideration for administrative workstations when Unified CCE is deployed into two data centers (geographically separated)

• Script logic
• Performance impact
• Call flow changes
• Resource utilization

• Script optimization
• Performance considerations
• Use cases

Cisco Unified ICM

Describe the impact for re-qualify call node in Cisco Unified ICM script

• Protocol interworking
• Security features
• NAT traversal
• Call admission control

• Deployment scenarios
• Configuration options
• Integration points

• CUBE
• SIP Proxy

Describe the Cisco Unified Border Element and SIP proxy functionality within Cisco Unified CCE solution

• Survey triggers
• Call flow design
• Data collection
• Reporting integration

• Implementation steps
• Call flow diagrams
• Data handling

• CVP
• ICM

Describe Post Call Survey functionality and its call flow

• Agent notification
• Call context delivery
• Audio streaming
• Timing control

• Configuration steps
• Call flow impact
• Agent experience

• CVP
• ICM

Describe Whisper Announcement functionality and its call flow

• Queue management
• Callback scheduling
• Customer experience
• System integration

• Implementation design
• Call flow logic
• Customer interaction

• CVP
• ICM

Describe Courtesy Call back functionality and its call flow

• Agent desktop
• Third-party gadgets
• REST APIs
• Customization options

• Feature capabilities
• Integration options
• Customization methods

Cisco Finesse

Describe Cisco Finesse features and its third-party gadgets

• Workflow engine
• Trigger conditions
• Actions and responses
• Automation capabilities

• Workflow design
• Configuration steps
• Use case scenarios

Cisco Finesse

Describe the Cisco Finesse workflow

• Rule-based routing
• Agent selection
• Priority handling
• System performance

• Rule configuration
• Impact analysis
• Best practices

Cisco Unified ICM

Describe the agent target rules feature of Cisco Unified ICM and the impact it has on the Cisco Unified CCE solution

• Agent talk time
• Queue time
• Wrap-up time
• Service level targets

• Metric definitions
• Impact on sizing
• Data collection methods

Contact Center Resources

Describe common sizing inputs such as agent talk time, queue time, and wrap-up time and their impact on sizing contact center resources

• Erlang B formula
• Erlang C formula
• Traffic intensity
• Agent requirements

• Formula application
• Calculation methods
• Result interpretation

Sizing Tools

Explain how Erlang calculations are used as part of the sizing for contact center resources

• Standard packages
• Capacity limits
• Scaling options
• Component sizing

• Package selection
• Capacity planning
• Growth considerations

Packaged CCE

Describe the Packaged CCE capacity

• Call volume
• Concurrent sessions
• Message rate
• Processing capacity

• Sizing factors
• Capacity calculations
• Performance metrics

SIP Proxy

Describe the sizing consideration for SIP proxy methods

• CUCM sizing
• CVP sizing
• ICM component sizing
• Database sizing

• Sizing methodologies
• Capacity planning
• Performance factors

All CCE Components

Describe the factors that are used to size the components of the Cisco Unified CCE solution

• Voice codec selection
• Signaling overhead
• Data replication
• Total bandwidth calculation

• Bandwidth formulas
• Traffic patterns
• Network design

Network Infrastructure

Describe the factors that are used in sizing the bandwidth required for the Cisco Unified CCE solution

• vSphere features
• vMotion support
• HA clustering
• Resource pools

• Supported features
• Limitations
• Best practices

VMware vSphere

Identify the VMware supported features

• Virtual NICs
• Network redundancy
• Traffic separation
• Performance optimization

• Configuration options
• Best practices
• Performance tuning

Virtual Infrastructure

Describe the configuration considerations for NIC in virtualization environment

• Fabric interconnects
• Upstream connectivity
• Port channels
• Network design

• Architecture design
• Connectivity options
• Redundancy features

Cisco UCS B-Series

Describe the Cisco Unified Computing System B-Series fabric interconnection and the upstream network connectivity

• Blade placement
• Resource allocation
• Service profiles
• Performance considerations

• Design decisions
• Configuration best practices
• Capacity planning

Cisco UCS B-Series

Describe the design considerations for Cisco Unified CCE running on the Cisco Unified Computing System B-Series

• Switch connectivity
• Redundancy design
• VLAN configuration
• QoS implementation

• Network architecture
• Switch requirements
• Design validation

Cisco UCS C-Series

Describe the design considerations for upstream IP switches when using the Cisco Unified Computing System C-Series