500-440 Online Practice Questions and Answers

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 agent

B. CTI data on Cisco Agent Desktop screen pop

C. Courtesy Callback

D. Cisco Mobile Agents

E. Cisco Extension Mobility for agents

F. call queuing

In the Cisco Unified Contact Center Enterprise Outbound Option with SIP Dialer, which two Dialing Modes apply to Transfer to IVR based campaigns? (Choose two.)

A. Preview dialing mode

B. Direct Preview dialing mode

C. Progressive dialing mode

D. Predictive dialing mode

E. Callback mode

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?

A. fully qualified domain name of the servers

B. physical MAC address of the NIC card from the Cisco Finesse servers

C. Certificate Signing Request

D. IP address of server

E. system ID of the server

Which two statements about combining IP telephony and Cisco Unified Contact Center Enterprise Extensions on the same IP phone are true? (Choose two.)

A. Cisco Unified CCE supports only one agent ACD line on the IP phone.

B. The ACD line on the IP phone may have voicemail or call forwarding defined.

C. In a typical call center, the ACD line is the first line on the phone to make it easier for the agent to forward inbound ACD calls.

D. The agent state changes based on the activity of the ACD line.

E. If the agent picks up the phone to place a call, the agent is put into ready mode.

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

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

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

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

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

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

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

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

A. when QoS is enabled on both networks

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

C. under no circumstances

D. when the Cisco Catalyst switch has dual power supplies

Which three benefits does a Cisco Unified Contact Center Enterprise centralized deployment with small agents branch provide? (Choose three.)

A. It requires only a small data switch and router, IP phones, and agent desktops at remote sites for a few agents.

B. It requires only limited system and network management skills at remote sites.

C. Small remote branches require PSTN and SIP trunks, in addition to the ones needed for local POTS lines for emergency services (911) in the event of a WAN link loss.

D. PSTN trunks for incoming traffic connect to data centers for efficiency.

E. It does not use VoIP WAN bandwidth when an agent is answering the call.

F. Calls extend over the WAN only while calls are in queue.

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.)

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.

Refer to the exhibit.

In a Cisco Finesse 10.0(x) deployment, in Supervisor Gadget under the Queue Statistics pane, which option describes what the Other column represents?

A. number of agents assigned to the queue who are on inbound calls

B. number of calls handled by the agents associated with that queue

C. number of agents assigned to the queue who are on outbound calls

D. number of agents assigned to the queue who are on internal consult calls

E. number of agents assigned to the other queues

Which statement about using agent targeting rules in Cisco Unified Contact Center Enterprise is true?

A. Agent device targets must be created for each phone that is used by an agent.

B. Agent labels must be created for each routing client that can route calls to an agent.

C. Agent extensions can be defined as a range, without having to build each device target.

D. Agent targeting rules are not allowed with translation routes.

Erlang calculations are used to size contact center resources. Which two resources are sized by using Erlang-B? (Choose two.)

A. agents

B. IVR ports

C. PSTN gateway trunks

D. reporting ports

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

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

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

C. 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.

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

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.)

A. Both sides go out of service for small period of time, Call Router Side A goes active, and Call Router Side B goes idle

B. Both sides go in service for small period of time, Call Router Side A goes active after negotiations with Call Router Side B, Call Router Side B goes idle

C. There is no ability to make ICM configuration changes at Side B

D. The Call Router Side A stays active, while Call Router Side B goes idle

E. The Call Router Side B stays active, while the Call Router Side A goes idle

Which two options are the maximum number of concurrent reports supported by CUIC? (Choose two.)

A. Up to maximum agent capacity for historical report using live data

B. 100 concurrent Historical reports

C. 800 concurrent Real-time reports

D. 400 concurrent Real-time reports

E. 400 concurrent Historical reports

Which two features does the SIP Proxy provide when deployed with Cisco UCCE, Cisco Unified CVP? (Choose two.)

A. demarcation point between networks

B. centralized dial plan

C. SIP VXML voice browser

D. N+1 or N:N redundancy

E. load balancer for HTTP and SIP