Question 1

Which attribute can be created in Cisco Unified Contact Center Enterprise Precision Routing?

Accepted Answer

A)   Boolean or proficiency
B)   string or integer
C)   Boolean or integer
D)   proficiency or arrayE) A) and D)
F) A) and C)

Question 2

In Cisco UCCE, what is the reference design for vmnic configuration on UCS Tested Reference Configuration (TRCs) ?

Accepted Answer

A)   An active-standby scheme
B)   With UCS B, use only active-active scheme with Fabric Interconnect switch (FI) 
C)   Either Mode (active-active or active-standby)  with Nexus 1000v
D)   An active-active non-failover ride schemeE) All of the above
F) B) and C) B

Question 3

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

Accepted Answer

A)   replaces header script
B)   normalization script
C)   association script
D)   transformation scriptE) A) and C)
F) A) and D)

Question 4

Which two primary factors affect bandwidth sizing between a Cisco Unified Intelligence Center server and client? (Choose two.)

Accepted Answer

A)   number of historical reports the user is running concurrently
B)   number of concurrent agents logged on to Cisco Unified Intelligence Center
C)   number of historical database servers in the deployment
D)   number of real-time reports the user is running concurrently
E)   total ECC variables in bytesF) D) and E)
G) A) and C)

Question 5

Which three options are valid when Cisco Unified Customer Voice Portal comprehensive call flow and survivability service handles SIP REFER? (Choose three.)

Accepted Answer

A)   SIP REFER label and SigDigits
B)   SIP REFER with ICM router requery
C)   SIP REFER with ICM script Send To VRU node
D)   SIP REFER with custom SIP header
E)   SIP REFER with routing label "rfxxxx" and standalone Cisco Unified CVP with ICM Lookup labelF)  SIP REFER with ECC variable user.sip.transferG) E) and F)
H) A) and B)

Question 6

Which three features or functionalities does Cisco Unified Communications Manager provide for Cisco Unified CCE and Cisco Unified Customer Voice Portal? (Choose three.)

Accepted Answer

A)   transfer call routing from agent to agent
B)   CTI data on Cisco Agent Desktop screen pop
C)   Courtesy Callback
D)   Cisco Mobile Agents
E)   Cisco Extension Mobility for agentsF)  call queuingG) A) and E)
H) A) and D)

Question 7

Which statement about when you deploy Cisco Unified CCE on UCS B/C Tested Reference Design TRC servers where each physical CPU core is mapped 1-1 with a vCPU is true?

Accepted Answer

A)   You can overload/over-subscribe the vCPU/cores on the UCS servers as long as you do not over-subscribe the computing resources in MHz on each server host.
B)   You cannot overload/over-subscribe the vCPU/cores on the UCS servers even if you do not over-subscribe the computing resources in MHz on each server host.
C)   You can overload/over-subscribe the vCPU/cores on the UCS servers as long as the memory reservations are within 80% of the available memory of the host.
D)   You can overload/over-subscribe the vCPU/cores on the UCS servers as long as the total CPU reservations are within 65 percent of the available CPU of the host (there is spare room in CPU computing resources) .E) B) and D)
F) B) and C)

Question 8

When you deploy Cisco Unified CCE on Cisco UCS C-Series Servers, which statement about the connectivity of the upstream switches is true?

Accepted Answer

A)   You can connect the Cisco UCS C-Series Servers to stacked Layer 2 switches (having multiple Layer 2 switches for HA but in a stackable configuration) .
B)   You can connect to two or more Layer 2 upstream switches.
C)   You can connect to only one Layer 2 upstream switch per Cisco UCS C-Series Server.
D)   Cisco UCS C-Series Server does not support Layer 2 upstream switches.E) B) and C)
F) A) and B)

Question 9

In a Cisco Finesse 10.0(x)  deployment, primary and secondary nodes can be installed on separate domains. Which two requirements must be met for the pair to work properly? (Choose two.)

Accepted Answer

A)   Each Cisco Finesse server should be able to perform DNS lookup of the other server using fully qualified domain name.
B)   Primary and secondary Cisco Finesse servers should only communicate with IP address.
C)   All Cisco Finesse clients should be able to perform DNS lookups of the Cisco Finesse servers using the FQDN.
D)   All Cisco Finesse clients should connect to the server with IP address.
E)   All Cisco Finesse clients should be local to the Cisco Finesse servers.F) C) and E)
G) B) and D)

Question 10

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

Accepted Answer

A)   load balancing outbound calls
B)   secure communication using flow around mode
C)   normalize SIP messages using SIP profiles
D)   Silent Monitor inbound voice calls
E)   record calls by forking the mediaF) All of the above
G) B) and E)

Question 11

In Cisco Finesse 10.0(x) , Which is the last operation a supervisor needs to perform in order to intercept the call?

Accepted Answer

A)   after a supervisor has transferred the call
B)   after a supervisor has selected a talking agent for monitoring
C)   after a supervisor has started monitoring a call
D)   after a supervisor has barged into a callE) B) and C)
F) A) and D)

Question 12

In a Cisco Unified Contact Center Enterprise deployment, which two options are the roles of the Administration & Data Servers? (Choose two.)

Accepted Answer

A)   administration server
B)   real-time data server
C)   analytical server
D)   recording server
E)   static serverF)  performance serverG) B) and D)
H) E) and F)

Question 13

Which two system responses are valid if the Cisco UCCE (centralized deployment with remote branches which includes agents, phones and desktops only)  and the remote branch lose the public network connection to both of the data centers? (Choose two.)

Accepted Answer

A)   The Cisco Finesse server automatically signs the agent out of the system
B)   The voice gateway detects the loss of connection to the Cisco Unified CVP call server. The voice gateway then executes local bootstrap TCL script, answers the call, and forwards it to the hunt group
C)   Agents continue to have access to historical reports
D)   The active call that arrived at the local PSTN connection and was answered by agent at that site remains active
E)   The voice gateway detects the loss of connection to the Cisco Unified CVP call server. The voice gateway then connects to the communication manager cluster to provide local dial-tone functionalityF) None of the above
G) A) and D)

Question 14

Which two features does Cisco Finesse provide as an out-of-the-box agent desktop? (Choose three.)

Accepted Answer

A)   desktop for third-party ACD
B)   phonebooks and workflows
C)   content sharing gadget
D)   basic call control (answer, hold, retrieve, end, and make call) 
E)   agent historical reportsF) All of the above
G) None of the above

Question 15

Which three options are valid when Cisco Unified Customer Voice Portal comprehensive call flow and survivability service handles SIP REFER? (Choose three.)

Accepted Answer

A)   SIP trunk alternate destination routing (ADR)  must be disabled for REFER
B)   An application-controlled alternative is to set an ECC variable (user.sip.refertransfer)  to the value y in the Unified ICM script
C)   Router require on a failed SIP Refer transfer where the survivability service is not handling the SIP Refer request
D)   Direct Refer transfer using label works only if Send To VRU node is NOT used before the Refer
E)   Unified ICM sends Unified CVP a routing label with a format of rfXXXXF)  Standalone Cisco Unified CVP with ICM Lookup labelG) A) and D)
H) C) and F) B,C,E

Question 16

A Cisco Unified Contact Center Enterprise solution is designed with geographic redundancy for the central controllers (with separate call routers and loggers) . If Call Router Side A has device majority and its Ethernet private network NIC fails, which two events occur? (Choose two.)

Accepted Answer

A)   The Call Router Side B stays active, while the Call Router Side A goes idle.
B)   The Call Router Side A stays active, while Call Router Side B goes idle.
C)   There is no ability to make ICM configuration changes.
D)   Both sides go out of service for small period of time, Call Router Side A goes active, and Call Router Side B goes idle.
E)   The system operates as it did prior to failure.F) B) and C)
G) All of the above

Question 17

You deploy Cisco Unified Contact Center Enterprise on a Cisco UCS C-Series Server and Unified Contact Center Enterprise is split over WAN with a dedicated WAN circuit for United CCE private traffic. Which two statements about QoS are true? (Choose two.)

Accepted Answer

A)   You disable QoS because it is not needed, and the Cisco UCS C-Series Server includes multiple NICs and dedicated NICs for certain VM traffic environment.
B)   You enable QoS for United CCE on Cisco UCS C-Series VMware-based environment.
C)   You disable QoS for United CCE on Cisco UCS B-Series VMware-based environment.
D)   You enable QoS for United CCE on Cisco UCS B-Series VMware-based environment.
E)   You enable QoS only for United CCE on third-party spec-based, VMware-based environment.F) B) and E)
G) A) and B)

Question 18

In a Cisco Unified Contact Center Enterprise deployment with geographically redundant central controllers, a new site is added with new redundancy requirements for Administration. Which option is the recommended configuration?

Accepted Answer

A)   1 - Primary AW, 1 - Secondary AW
B)   1 - Primary AW, 1 - Administration Client
C)   1 - Secondary AW, 1 - Administration Client
D)   2 - Primary Administration Client, 1 - Secondary Administration ClientE) A) and B)
F) A) and C)

Question 19

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

Accepted Answer

A)   Silent Monitor inbound voice calls
B)   secure communication using flow around mode
C)   NAT for address hiding
D)   normalize SIP messages using SIP profiles
E)   record calls by forking the media using build-in-bridgeF)  demarcation point between networksG) A) and F)
H) D) and F) C,D,F

Question 20

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

Accepted Answer

A)   CUCM: CTI Route Port, SIP Trunk, ICM: CVP Type 2 VRU, CUBE, VXML Gateway
B)   CUCM: CTI Route Point and SIP Trunk, ICM: CVP Type 2 VRU and Network VRU labels, VXML Gateway
C)   CUCM: CTI Route Point and SIP Trunk, ICM: CVP Type 10 VRU and Network VRU labels, VXML Gateway
D)   CUCM: CTI Route Port and SIP Trunk, ICM: CVP Type 10 VRU and Network VRU labels, VXML GatewayE) None of the above
F) A) and D)

Exam 48: Implementing and Supporting Cisco Unified Contact Center Enterprise (UCCEIS)

Which attribute can be created in Cisco Unified Contact Center Enterprise Precision Routing?

Correct AnswerverifiedShow Answer

In Cisco UCCE, what is the reference design for vmnic configuration on UCS Tested Reference Configuration (TRCs) ?

Correct AnswerverifiedB

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

Correct AnswerverifiedShow Answer

Which two primary factors affect bandwidth sizing between a Cisco Unified Intelligence Center server and client? (Choose two.)

Correct AnswerverifiedShow Answer

Which three options are valid when Cisco Unified Customer Voice Portal comprehensive call flow and survivability service handles SIP REFER? (Choose three.)

Correct AnswerverifiedShow Answer

Which three features or functionalities does Cisco Unified Communications Manager provide for Cisco Unified CCE and Cisco Unified Customer Voice Portal? (Choose three.)

Correct AnswerverifiedShow Answer

Which statement about when you deploy Cisco Unified CCE on UCS B/C Tested Reference Design TRC servers where each physical CPU core is mapped 1-1 with a vCPU is true?

Correct AnswerverifiedShow Answer

When you deploy Cisco Unified CCE on Cisco UCS C-Series Servers, which statement about the connectivity of the upstream switches is true?

Correct AnswerverifiedShow Answer

In a Cisco Finesse 10.0(x) deployment, primary and secondary nodes can be installed on separate domains. Which two requirements must be met for the pair to work properly? (Choose two.)

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

In Cisco Finesse 10.0(x) , Which is the last operation a supervisor needs to perform in order to intercept the call?

Correct AnswerverifiedShow Answer

In a Cisco Unified Contact Center Enterprise deployment, which two options are the roles of the Administration & Data Servers? (Choose two.)

Correct AnswerverifiedShow Answer

Which two system responses are valid if the Cisco UCCE (centralized deployment with remote branches which includes agents, phones and desktops only) and the remote branch lose the public network connection to both of the data centers? (Choose two.)

Correct AnswerverifiedShow Answer

Which two features does Cisco Finesse provide as an out-of-the-box agent desktop? (Choose three.)

Correct AnswerverifiedShow Answer

Which three options are valid when Cisco Unified Customer Voice Portal comprehensive call flow and survivability service handles SIP REFER? (Choose three.)

Correct AnswerverifiedB,C,E

A Cisco Unified Contact Center Enterprise solution is designed with geographic redundancy for the central controllers (with separate call routers and loggers) . If Call Router Side A has device majority and its Ethernet private network NIC fails, which two events occur? (Choose two.)

Correct AnswerverifiedShow Answer

You deploy Cisco Unified Contact Center Enterprise on a Cisco UCS C-Series Server and Unified Contact Center Enterprise is split over WAN with a dedicated WAN circuit for United CCE private traffic. Which two statements about QoS are true? (Choose two.)

Correct AnswerverifiedShow Answer

In a Cisco Unified Contact Center Enterprise deployment with geographically redundant central controllers, a new site is added with new redundancy requirements for Administration. Which option is the recommended configuration?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedC,D,F

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

Correct AnswerverifiedShow Answer

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B

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B,C,E

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C,D,F

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