Cisco Unified Contact Center Enterprise Specialist (600-455 UCCED) Practice Exam

The Cisco Unified Contact Center Enterprise Specialist (600-455 UCCED) certification is designed for IT professionals who work with Cisco Unified Contact Center solutions. It validates a candidate's ability to implement and configure complex contact center solutions using Cisco Unified Contact Center Enterprise (UCCE). This certification is aimed at those involved in designing, deploying, and troubleshooting Cisco's contact center technologies, ensuring smooth and efficient customer service operations in enterprise environments.
Why is Cisco Unified Contact Center Enterprise Specialist (600-455 UCCED) important?

• Validates expertise in configuring Cisco Unified Contact Center Enterprise (UCCE) solutions.
• Ensures knowledge of deploying complex contact center systems in large-scale environments.
• Demonstrates the ability to manage customer interaction workflows and integration with telephony systems.
• Recognized as a specialized skill in the IT industry, increasing employability.
• Ensures proficiency in troubleshooting and maintaining UCCE systems.
• Provides a competitive edge for professionals involved in enterprise-level customer service infrastructure.

Who should take the Cisco Unified Contact Center Enterprise Specialist (600-455 UCCED) Exam?

• Unified Contact Center Engineers
• Network Engineers specializing in contact center solutions
• Contact Center Architects
• Customer Experience Engineers
• System Engineers
• Solutions Architects
• IT Support Engineers for Unified Contact Centers

Skills Evaluated

Candidates taking the certification exam on the Cisco Unified Contact Center Enterprise Specialist (600-455 UCCED) is evaluated for the following skills:

• Ability to implement and configure Cisco Unified Contact Center Enterprise solutions.
• Proficiency in managing contact center infrastructure, including voice gateways, routers, and Unified Communications systems.
• Skills in deploying and troubleshooting customer interaction workflows.
• Understanding of UCCE scripting and reporting.
• Expertise in integration with telephony systems and third-party applications.
• Knowledge of high availability, failover mechanisms, and load balancing in contact center systems.

Cisco Unified Contact Center Enterprise Specialist (600-455 UCCED) Certification Course Outline
The course outline for Cisco Unified Contact Center Enterprise Specialist (600-455 UCCED) Certification is

1. Describe the Features and Functionality of the Cisco Unified CCE Solution - 23%

1.1 Describe the role of Cisco Unified Communications Manager in Cisco Unified CCE

1.2 Describe the role of voice gateways and Session Initiation Protocol proxy in Cisco Unified CCE

1.3 Describe the role of congestion control in Cisco Unified CCE

1.4 Describe the role of Cisco Unified Intelligent Contact Management (Unified ICM) in Cisco Unified CCE

1.5 Describe the role of CTI in Cisco Unified CCE

1.6 Describe the role of Cisco Unified Customer Voice Portal in Cisco Unified CCE

1.7 Describe the role of high priority traffic in Cisco Unified ICM

1.8 Describe the methods available to configure and use precision routing

1.9 Describe the role of Cisco Unified Mobile Agent in Cisco Unified CCE

1.10 Describe the role of Cisco Outbound Option in Cisco Unified CCE

1.11 Describe the methods available to secure the Cisco Unified CCE solution and their impact on system capacity and functionality

2. Identify the Design Considerations for Cisco Unified Communications Manager in a Cisco Unified CCE Solution - 11%

2.1 Describe the Cisco Unified Communications Manager originated calls to Cisco Unified Customer Voice Portal

2.2 Describe the Cisco Unified Communications Manager options for transfer calls to agents involving SIP trunks

2.3 Describe the requirements for Cisco Unified Mobile Agent on Cisco Unified Communications Manager

2.4 Describe the impact of the multiline automatic call distributor functionality of Cisco Unified CCE on Cisco Unified Communications Manager

2.5 Describe the cluster over the WAN consideration for Cisco Unified Communications Manager

2.6 Describe the Cisco Unified Communications Manager redundancy options for centralized deployment

2.7 Describe the methods available to maintain end to end reporting for transferred calls

3. Identify the Network Design Considerations in a Cisco Unified CCE Solution - 19%

3.1 Explain the failure scenarios with geographically separated Cisco Unified CCE deployments

3.2 Describe the quality of service usage within Unified Contact Center Enterprise solution

3.3 Explain the network requirements to support the Clustering over the WAN (CoW) deployment model for the Cisco Unified CCE solution

3.4 Describe the basic deployment models for the Cisco Unified CCE solution (single-site, multisite centralized, and multisite distributed)

3.5 Explain network requirements for the Cisco Unified Intelligent Contact Management visible and private network connections in a Cisco Unified CCE solution

3.6 Describe Cisco Finesse failover scenarios

3.7 Describe the factors that impact Cisco Unified Intelligence Center bandwidth usage

3.8 Describe the Test Other Side method used in Unified Intelligent Contact Management

3.9 Describe the high-availability options of all components supported in the Cisco Unified CCE solution

4. 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%

4.1 Explain call type usage within Cisco Unified ICM in Cisco Unified CCE solution

4.2 Describe the design consideration for administrative workstations when Unified CCE is deployed into two data centers (geographically separated)

4.3 Describe the impact for re-qualify call node in Cisco Unified ICM script

4.4 Describe the Cisco Unified Boarder Element and SIP proxy functionality within Cisco Unified CCE solution

4.5 Describe Post Call Survey functionality and its call flow

4.6 Describe Whisper Announcement functionality and its call flow

4.7 Describe Courtesy Call back functionality and its call flow

4.8 Describe Cisco Finesse features and its third-party gadgets

4.9 Describe the Cisco Finesse workflow

4.10 Describe the agent target rules feature of Cisco Unified ICM and the impact it has on the Cisco Unified CCE solution

5. Describe the Sizing Process for Contact Center Resources and Cisco Unified CCE Components - 13%

5.1 Describe common sizing inputs such as agent talk time, queue time, and wrap-up time and their impact on sizing contact center resources

5.2 Explain how Erlang calculations are used as part of the sizing for contact center resources

5.3 Describe the Packaged CCE capacity

5.4 Describe the sizing consideration for SIP proxy methods

5.5 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

5.6 Describe the factors that are used in sizing the bandwidth required for the Cisco Unified CCE solution

6. Describe the Virtualization Environment for Contact Center Resources and Cisco Unified CCE Components - 11%

6.1 Identify the VMware supported features

6.2 Describe the configuration considerations for NIC in virtualization environment

6.3 Describe the Cisco Unified Computing System B_Series fabric interconnection and the upstream network connectivity

6.4 Describe the design considerations for Cisco Unified CCE running on the Cisco Unified Computing System B_Series

6.5 Describe the design considerations for upstream IP switches when using the Cisco Unified Computing System C_Series