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Which three features or functionalities does Cisco Unified Communications Manager provide for Cisco Unified CCE and Cisco Unified Customer Voice Portal?(Choose three.) A.transfer call routing from agent to agentB.CTI data on Cisco Agent Desktop screen popC.Courtesy CallbackD.Cisco Mobile AgentsE.Cisco Extension Mobility for agentsF.call queuing
Correct answers: A, D, E
Which three features does Cisco Unified Border Element provide when Cisco Unified CCE and Cisco Unified Customer Voice Portal are used? (Choose three.) A.Silent Monitor inbound voice callsB.secure communication using flow around modeC.NAT for address hidingD.normalize SIP messages using SIP profilesE.record calls by forking the media using build-in-bridgeF.demarcation point between networks
Correct answers: C, D, F
Which three options are valid when Cisco Unified Customer Voice Portal comprehensive call flow and survivability service handles SIP REFER? (Choose three.) A.SIP REFER label and SigDigitsB.SIP REFER with ICM router requeryC.SIP REFER with ICM script Send To VRU nodeD.SIP REFER with custom SIP headerE.SIP REFER with routing label "rfxxxx" and standalone Cisco Unified CVP with ICM Lookup labelF.SIP REFER with ECC variable user.sip.transfer
Correct answers: A, C, D
In the congestion control feature of Cisco Unified Contact Center Enterprise, which four options handle the calls that are to be throttled? (Choose four.) A.Treat the call with Dialed Number Default Label.B.Queue the call and play a message, then release the call.C.Treat the call with System Default Label.D.Terminate the call with a Dialog Fail or RouteEnd.E.Transfer calls to an available IVR port.F.Send a Release Message to the routing client.G.Offer Courtesy Callback to the caller, then terminate the call.H.Transfer the call to the Cisco Unified Communications Manager hunt group.
Correct answers: A, C, D, F
A solutions architect is designing a Cisco Unified Contact Center Enterprise (UCCE) solution for a healthcare provider. The customer requires that all voice traffic from the PSTN be terminated on a localized gateway at the branch office to minimize WAN bandwidth, while the agent's signaling is handled by the central data center. Which deployment model and gateway protocol should be specified in the design to support this 'flow-around' media capability?
Correct answer: C
SIP gateways allow for the separation of signaling and media (flow-around), enabling media to flow directly between endpoints (or the gateway and the phone) without traversing the WAN to the central site, unlike MGCP which typically hairpins media or requires specific RSVP configurations. SIP is the preferred protocol for modern UCCE designs.
While designing a Precision Routing strategy for a financial institution, the requirement is to route high-value clients to agents who are both 'Certified' and have 'High Proficiency' in English. If no such agents are available, the call should expand to 'Certified' agents with 'Medium Proficiency'. Which Cisco Unified CCE configuration concept is best suited to meet this dynamic requirement?
Correct answer: B
Precision Queues allow the designer to create a single queue with multiple steps. Step 1 can target agents with 'Certified=True' AND 'English>8'. Step 2 can relax the criteria to 'Certified=True' AND 'English>5'. This eliminates the need for complex scripting loops required by traditional skill groups.
A network designer is validating the Quality of Service (QoS) architecture for a UCCE deployment. The design must ensure that Intelligent Contact Management (ICM) private network traffic is prioritized correctly to prevent split-brain scenarios during periods of high congestion. Which DSCP value is the industry standard recommendation for ICM private high-priority traffic?
Correct answer: A
Cisco recommends marking ICM private network high-priority traffic (such as heartbeats and state synchronization) with DSCP CS3. This ensures it is treated as signaling/critical data, distinct from voice bearer traffic (EF) or video (AF41).
A retail company uses Cisco Unified Mobile Agent to allow seasonal workers to take calls from home using their PSTN landlines. The design requirement is to minimize the bandwidth usage on the corporate VPN and avoid hairpinning media through the corporate data center for these agents. Which Mobile Agent connection mode and media flow design should be selected? (Select TWO)
Correct answers: A, C
Call-by-Call mode initiates a new PSTN call to the agent for every customer call. While Nailed Connection is often preferred for persistent connectivity, Call-by-Call is a valid mode. However, the critical design element here for media is the flow.
To avoid hairpinning media through the data center (which consumes double bandwidth), the design should utilize CUBE with media flow-around (or SIP re-routing where supported) so the media flows directly between the ingress gateway and the egress gateway/provider, or uses a CVP-based transfer that keeps media at the edge.
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