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| Section | Weight | Objectives |
|---|---|---|
| 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 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 |
| 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 |
| 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 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 |
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