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| Section | Weight | Objectives |
|---|---|---|
| Identify the Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center in a Cisco Unified CCE Solution | 23% | -Explain call type usage within Cisco Unified ICM in Cisco Unified CCE solution - Describe the design consideration for administrative workstations when Unified CCE is deployed into two data centers (geographically separated) - Describe the impact for re-qualify call node in Cisco Unified ICM script - Describe the Cisco Unified Boarder Element and SIP proxy functionality within Cisco Unified CCE solution - Describe Post Call Survey functionality and its call flow - Describe Whisper Announcement functionality and its call flow - Describe Courtesy Call back functionality and its call flow - Describe Cisco Finesse features and its third-party gadgets - Describe the Cisco Finesse workflow - Describe the agent target rules feature of Cisco Unified ICM and the impact it has on the Cisco Unified CCE solution |
| Describe the Virtualization Environment for Contact Center Resources and Cisco Unified CCE Components | 11% | -Identify the VMware supported features - Describe the configuration considerations for NIC in virtualization environment - Describe the Cisco Unified Computing System B_Series fabric interconnection and the upstream network connectivity - Describe the design considerations for Cisco Unified CCE running on the Cisco Unified Computing System B_Series - Describe the design considerations for upstream IP switches when using the Cisco Unified Computing System C_Series |
| Identify the Design Considerations for Cisco Unified Communications Manager in a Cisco Unified CCE Solution | 11% | -Describe the Cisco Unified Communications Manager originated calls to Cisco Unified Customer Voice Portal - Describe the Cisco Unified Communications Manager options for transfer calls to agents involving SIP trunks - Describe the requirements for Cisco Unified Mobile Agent on Cisco Unified Communications Manager - Describe the impact of the multiline automatic call distributor functionality of Cisco Unified CCE on Cisco Unified Communications Manager - Describe the cluster over the WAN consideration for Cisco Unified Communications Manager - Describe the Cisco Unified Communications Manager redundancy options for centralized deployment - Describe the methods available to maintain end to end reporting for transferred calls |
| Describe the Features and Functionality of the Cisco Unified CCE Solution | 23% | -Describe the role of Cisco Unified Communications Manager in Cisco Unified CCE - Describe the role of voice gateways and Session Initiation Protocol proxy in Cisco Unified CCE - Describe the role of congestion control in Cisco Unified CCE - Describe the role of Cisco Unified Intelligent Contact Management (Unified ICM) in Cisco Unified CCE - Describe the role of CTI in Cisco Unified CCE - Describe the role of Cisco Unified Customer Voice Portal in Cisco Unified CCE - Describe the role of high priority traffic in Cisco Unified ICM - Describe the methods available to configure and use precision routing - Describe the role of Cisco Unified Mobile Agent in Cisco Unified CCE - Describe the role of Cisco Outbound Option in Cisco Unified CCE - Describe the methods available to secure the Cisco Unified CCE solution and their impact on system capacity and functionality |
| Describe the Sizing Process for Contact Center Resources and Cisco Unified CCE Components | 13% | -Describe common sizing inputs such as agent talk time, queue time, and wrap-up time and their impact on sizing contact center resources - Explain how Erlang calculations are used as part of the sizing for contact center resources - Describe the Packaged CCE capacity - Describe the sizing consideration for SIP proxy methods - Describe the factors that are used to size the components of the Cisco Unified CCE solution — including Cisco Unified Communications Manager, Cisco Unified CVP, and Cisco Unified ICM components, such as peripheral gateway, router, logger, and administrative workstations - Describe the factors that are used in sizing the bandwidth required for the Cisco Unified CCE solution |
| Identify the Network Design Considerations in a Cisco Unified CCE Solution | 19% | -Explain the failure scenarios with geographically separated Cisco Unified CCE deployments - Describe the quality of service usage within Unified Contact Center Enterprise solution - Explain the network requirements to support the Clustering over the WAN (CoW) deployment model for the Cisco Unified CCE solution - Describe the basic deployment models for the Cisco Unified CCE solution (single-site, multisite centralized, and multisite distributed) - Explain network requirements for the Cisco Unified Intelligent Contact Management visible and private network connections in a Cisco Unified CCE solution - Describe Cisco Finesse failover scenarios - Describe the factors that impact Cisco Unified Intelligence Center bandwidth usage - Describe the Test Other Side method used in Unified Intelligent Contact Management - Describe the high-availability options of all components supported in the Cisco Unified CCE solution |
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| Section | Weight | Objectives |
|---|---|---|
| Features and Functionality of the Cisco Unified CCE Solution | 23% | - Cisco Outbound Option - Precision routing methods - Role of congestion control - Role of CTI in Cisco Unified CCE - Role of voice gateways and SIP proxy - Security methods and impact on capacity - Role of Cisco Unified Intelligent Contact Management (Unified ICM) - Cisco Unified Mobile Agent role - High priority traffic in Cisco Unified ICM - Role of Cisco Unified Customer Voice Portal (CVP) - Role of Cisco Unified Communications Manager |
| Design Considerations for Cisco Unified Communications Manager in a CCE Solution | 11% | - CUCM requirements for Unified Mobile Agent - CUCM options for transfer calls involving SIP trunks - CUCM originated calls to CVP - Maintaining end-to-end reporting for transferred calls - CUCM redundancy options for centralized deployment - Impact of multiline automatic call distributor in CCE - Cluster over the WAN considerations for CUCM |
| Virtualization Environment for Contact Center Resources and CCE Components | 11% | - Design considerations for upstream IP switches - NIC configuration considerations in virtualization - Design considerations for Cisco Unified CCE on UCS C-Series - Cisco Unified Computing System B-Series interconnect and uplink - VMware supported features |
| Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center | 23% | - Design for administrative workstations in geographically separated data centers - Cisco Finesse workflow - Impact of re-qualify call node in Cisco Unified ICM script - Call type usage within Cisco Unified ICM - Cisco Unified Border Element and SIP proxy functionality - Cisco Finesse features and third-party gadgets - Whisper Announcement functionality and call flow - Courtesy Call back functionality and call flow - Post Call Survey functionality and call flow - Agent target rules and impact on CCE solution |
| Network Design Considerations for Cisco Unified CCE | 19% | - Network requirements for Unified ICM visible/private connections - Factors impacting Cisco Unified Intelligence Center bandwidth usage - Cisco Finesse failover scenarios - Test Other Side method in Unified ICM - High-availability options of CCE components - Quality of service usage within CCE - Basic deployment models (single-site, multisite centralized, multisite distributed) - Network requirements for Clustering over the WAN (CoW) - Failure scenarios with geographically separated deployments |
| Sizing Process for Contact Center Resources and CCE Components | 13% | - Sizing inputs (agent talk time, queue time, wrap-up time) - Sizing considerations for SIP proxy methods - Erlang calculations in sizing - Factors for sizing Unified CCE components and bandwidth - Packaged CCE capacity considerations |
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