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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Features and Functionality of the Cisco Unified CCE Solution | 23% | - Precision routing methods - Role of Cisco Unified Communications Manager - Role of Cisco Unified Intelligent Contact Management (Unified ICM) - Role of congestion control - Role of CTI in Cisco Unified CCE - Role of voice gateways and SIP proxy - Cisco Outbound Option - Security methods and impact on capacity - Cisco Unified Mobile Agent role - Role of Cisco Unified Customer Voice Portal (CVP) - High priority traffic in Cisco Unified ICM |
| Topic 2: Design Considerations for Cisco Unified Communications Manager in a CCE Solution | 11% | - Maintaining end-to-end reporting for transferred calls - CUCM originated calls to CVP - CUCM options for transfer calls involving SIP trunks - Impact of multiline automatic call distributor in CCE - Cluster over the WAN considerations for CUCM - CUCM requirements for Unified Mobile Agent - CUCM redundancy options for centralized deployment |
| Topic 3: Virtualization Environment for Contact Center Resources and CCE Components | 11% | - Design considerations for upstream IP switches - Design considerations for Cisco Unified CCE on UCS C-Series - NIC configuration considerations in virtualization - Cisco Unified Computing System B-Series interconnect and uplink - VMware supported features |
| Topic 4: Network Design Considerations for Cisco Unified CCE | 19% | - Network requirements for Clustering over the WAN (CoW) - Cisco Finesse failover scenarios - Factors impacting Cisco Unified Intelligence Center bandwidth usage - Network requirements for Unified ICM visible/private connections - Failure scenarios with geographically separated deployments - High-availability options of CCE components - Quality of service usage within CCE - Basic deployment models (single-site, multisite centralized, multisite distributed) - Test Other Side method in Unified ICM |
| Topic 5: Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center | 23% | - Cisco Unified Border Element and SIP proxy functionality - Post Call Survey functionality and call flow - Impact of re-qualify call node in Cisco Unified ICM script - Call type usage within Cisco Unified ICM - Cisco Finesse workflow - Courtesy Call back functionality and call flow - Whisper Announcement functionality and call flow - Cisco Finesse features and third-party gadgets - Design for administrative workstations in geographically separated data centers - Agent target rules and impact on CCE solution |
| Topic 6: Sizing Process for Contact Center Resources and CCE Components | 13% | - Factors for sizing Unified CCE components and bandwidth - Erlang calculations in sizing - Sizing considerations for SIP proxy methods - Packaged CCE capacity considerations - Sizing inputs (agent talk time, queue time, wrap-up time) |
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