Category: Cisco Unified Contact Center Enterprise Specialist

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Latest updates Cisco 500-440 exam practice questions

QUESTION 1
Which Cisco Unified Customer Voice Portal Call Studio scripts are allowed to be modified for the Courtesy Callback
feature?
A. BillingQueue, Callback Engine, CallbackEntry, CallbackQueue, CallbackWait
B. Billing, Callback Engine, CallbackEntry, CallbackQueue, CallbackWait
C. BillingQueue, Callback Engine, CallbackEntry, CallbackBilling, CallbackWait
D. BillingQueue, CallbackEntry, CallbackWait
E. BillingQueue, Callback Engine, CallbackEntry
F. Billing, CallbackEntry, CallbackWait
Correct Answer: D

QUESTION 2
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.
Correct Answer: C

QUESTION 3
The JTAPI communications between the Cisco Unified Communication Manager cluster and Cisco Unified Contact
Center Enterprise includes three distinct types of messaging. Which two options are those messages? (Choose two.)
A. devise and call monitoring
B. SIP call control messages
C. service control
D. single sign-on messages
E. routing control (Cisco Unified CM cluster request instructions from Cisco Unified CCE)
Correct Answer: AE

QUESTION 4
A customer has a remote site with 100 agents, and the remote site only has SRST for E.911. 50% of the supervisors are
located at HQ where the data center is. The agents to supervisor ratio is 10%. The customer requires that supervisors
from any remote site can record and silent monitor active calls. With BW design consideration, how many minimum RTP
streams are needed between the data center and agent remote sites?
A. 300 RTP streams
B. 150 RTP streams
C. 110 RTP streams
D. 120 RTP streams
Correct Answer: C

QUESTION 5
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 a DNS lookup of the other server using a fully qualified domain
name.
B. Primary and secondary Cisco Finesse servers should only communicate with IP addresses.
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.
Correct Answer: AC

QUESTION 6
Which three statements about the high availability of the Cisco Unified Intelligent Contact Management central controller are
valid? (Choose three.)
A. If one ICM call router of a duplex pair of Cisco Unified ICM call routers fails, the surviving ICM call router recognizes
the failure when it receives no response to heartbeats over the private LAN.
B. During Cisco Unified ICM call router failover processing, calls in progress in Cisco Unified Customer Voice Portal are
disconnected, but all new calls are processed successfully.
C. If ICM Logger Side A fails, the impact of call processing is limited to ICM call router side A.
D. If ICM Logger Side A fails, router side B cannot send historical info to ICM Logger side A and is limited to ICM Logger
side B.
E. There is no impact on call processing during a Cisco Unified ICM Logger failure.
F. If the private LAN fails, the peripheral gateways are used to help determine the active call router side of the duplex
pair.
G. If ICM Logger Side B fails, the ICM Router side B cannot send real-time and historical info to logger side A.
Correct Answer: AEF

QUESTION 7
Erlang calculations are used to size contact center resources. Which two resources are sized by using Erlang-B?
(Choose two.)
A. reporting ports
B. estimated wait times
C. PSTN gateway trunks
D. agents
E. IVR ports
Correct Answer: CE

QUESTION 8
When using micro-apps, which core components are required for calls that originate from Cisco Unified Communications
Manager to Cisco Unified CVP using Comprehensive mode?
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 Gateway
Correct Answer: C

QUESTION 9
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.
Correct Answer: AD

QUESTION 10
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 a 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 the queue.
Correct Answer: ABD

QUESTION 11
Which two features does the Cisco Unified Border Element provide when Cisco Unified CCE and Cisco Unified Customer
Voice Portals are used? (Choose two.)
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 media
Correct Answer: AC

QUESTION 12
Which three WAN/MAN configurations are valid in the Cisco Unified Contact Center Enterprise clustering over the WAN
deployment model? (Choose three.)
A. A highly available visible network WAN/MAN/DWDM and a dedicated private network WAN.
B. A highly available MPLS WAN shared by the visible and private networks with a 2 second convergence time.
C. A highly available MPLS WAN shared by the visible and private networks where the private network is pinned to a
single path and the visible network aligned to an alternate path failing to the private network path as a redundant link with
QoS and bandwidth provisioning.
D. A highly available DWDM/CWDM network shared by the visible and private networks with a sub-500 ms convergence
time.
E. All traffic is converged on a single MPLS network by using appropriate QoS markings and settings to ensure latency
and bandwidth requirements.
F. A highly available DWDM/CWDM network shared by the visible and private networks with 1500 ms convergence
time.
Correct Answer: ACD

QUESTION 13
Refer to the exhibit.

Which includes three inbound call flows with their respective average handle times. The deployment includes Cisco
Unified Contact Center Enterprise, Cisco Unified Customer Voice Portal, Cisco Unified Communication Manager, and
Cisco Unified Border Element. The customer needs to record all agent conversations with callers. What is the minimum
average handle time needed to determine how many recording ports are required?
A. 290.0 seconds
B. 259.5 seconds
C. 146.9 seconds
D. 117.5 seconds
Correct Answer: C

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