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Updated: Jun 01, 2026
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Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
1. Which two functions are performed by the Cisco Unified Contact Center Enterprise CTI options for agents? (Choose two.)
A) accepts Instant Messaging requests from third-party chat clients routed to the agent
B) controls call and agent state
C) presents caller data to agent in pre-call whisper with the Cisco IP phone
D) places outbound calls for agents in the Outbound Option Progressive mode
E) presents information provided by the caller from the voice response system
2. How is accurate service-level information obtained in a Cisco Unified Contact Center Enterprise Parent/Child model with calls queued at the parent?
A) in the child Cisco Unified Contact Center Enterprise system, using services data
B) in the child Cisco Unified Contact Center Enterprise system, using call type data
C) in the parent Cisco Unified ICM system, using Agent Level Detail data
D) in the parent Cisco Unified ICM system, using skill group data
3. What role does the Cisco Unified ICM play in the Cisco Unified Contact Center Enterprise solution?
A) plays music on hold and in queue for callers
B) terminates media streams for agents and callers
C) provides routing and queuing instructions for contacts
D) records and stores voice calls for quality purposes
4. All of these statements about high availability with a Cisco Unified Intelligent Contact Management (ICM) central controller are true except which one?
A) During Cisco Unified ICM call router failover processing, calls in progress in Cisco Unified IP IVR will be disconnected, but all new calls will be successfully processed.
B) There is no impact on call processing during a Cisco Unified ICM Logger failure.
C) In the event that one call router of a duplex pair of Cisco Unified ICM call router fails, the surviving call router recognizes the failure when it receives no response to heartbeats over the private LAN.
D) In the event that the private LAN fails, the peripheral gateways are used to help determine the active call router side of the duplex pair.
5. When considering which type of CTI Desktop to deploy with the Cisco Unified Contact Center Enterprise solution, what is the difference between Cisco Agent Desktop and CTI Object Server (CTI OS) Desktop?
A) Cisco Agent Desktop lets you view agent and team statistics from the desktop.
B) Cisco Agent Desktop lets you record calls locally from the desktop without a third-party recording solution.
C) Cisco Agent Desktop lets you silence monitor agents from the supervisor desktop.
D) Cisco Agent Desktop lets you transfer calls by using a dial pad.
Solutions:
| Question # 1 Answer: B,E | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: B |
They are Unified Contact Center Enterprise Design actual questions.
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