- Exam Code: 500-440
- Exam Name: Designing Cisco Unified Contact Center Enterprise
- Certification Provider: Cisco
- Corresponding Certification:Cisco Unified Contact Center Enterprise Specialist
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Cisco 500-440 Exam Certification Details:
| Passing Score | Variable (750-850 / 1000 Approx.) |
| Exam Code | 500-440 UCCED |
| Sample Questions | Cisco 500-440 Sample Questions |
| Exam Name | Designing Cisco Unified Contact Center Enterprise |
| Duration | 75 minutes |
| Exam Price | $300 USD |
| Exam Registration | PEARSON VUE |
| Number of Questions | 65-75 |
| Recommended Training | Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1) 2.0 Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) 2.0 Deploying Cisco Unified Contact Center Enterprise (DUCCE) 2.0 |
Deploying Cisco Unified Contact Center Enterprise (DUCCE) 2.0 By Cisco
This is also an instructor-led course that lasts for 5 days and allows candidates to learn about how to install and work with the Unified CCE v10.0 solution including deploying HA, implementing troubleshooting tools to identify the problems with inbound and outbound Contact Center functionality. This course is aimed at applicants who are responsible for installing the Unified CCE solution and deliver Level 3 solution support. It also acts as a base for other UCCE administration courses and helps you learn enough about the CCE scripting for the system functionality.
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Cisco 500-440 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Design Considerations for Cisco Unified Communications Manager in a CCE Solution | 11% | - CUCM redundancy options for centralized deployment - Impact of multiline automatic call distributor in CCE - CUCM options for transfer calls involving SIP trunks - CUCM originated calls to CVP - Maintaining end-to-end reporting for transferred calls - CUCM requirements for Unified Mobile Agent - Cluster over the WAN considerations for CUCM |
| Topic 2: Sizing Process for Contact Center Resources and CCE Components | 13% | - Sizing inputs (agent talk time, queue time, wrap-up time) - Factors for sizing Unified CCE components and bandwidth - Sizing considerations for SIP proxy methods - Packaged CCE capacity considerations - Erlang calculations in sizing |
| Topic 3: Network Design Considerations for Cisco Unified CCE | 19% | - Failure scenarios with geographically separated deployments - Cisco Finesse failover scenarios - Network requirements for Clustering over the WAN (CoW) - Test Other Side method in Unified ICM - Network requirements for Unified ICM visible/private connections - Basic deployment models (single-site, multisite centralized, multisite distributed) - High-availability options of CCE components - Quality of service usage within CCE - Factors impacting Cisco Unified Intelligence Center bandwidth usage |
| Topic 4: Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center | 23% | - Impact of re-qualify call node in Cisco Unified ICM script - Agent target rules and impact on CCE solution - Cisco Unified Border Element and SIP proxy functionality - Post Call Survey functionality and call flow - Courtesy Call back functionality and call flow - Call type usage within Cisco Unified ICM - Design for administrative workstations in geographically separated data centers - Cisco Finesse features and third-party gadgets - Whisper Announcement functionality and call flow - Cisco Finesse workflow |
| Topic 5: Virtualization Environment for Contact Center Resources and CCE Components | 11% | - Design considerations for Cisco Unified CCE on UCS C-Series - Cisco Unified Computing System B-Series interconnect and uplink - Design considerations for upstream IP switches - VMware supported features - NIC configuration considerations in virtualization |
| Topic 6: Features and Functionality of the Cisco Unified CCE Solution | 23% | - Role of Cisco Unified Communications Manager - High priority traffic in Cisco Unified ICM - Security methods and impact on capacity - Role of Cisco Unified Customer Voice Portal (CVP) - Cisco Outbound Option - Role of voice gateways and SIP proxy - Role of Cisco Unified Intelligent Contact Management (Unified ICM) - Precision routing methods - Cisco Unified Mobile Agent role - Role of CTI in Cisco Unified CCE - Role of congestion control |
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