PDF Version DemoCisco Unified Contact Center Enterprise (UCCE): Ip Communications) (IP Communications by Gary Ford
This book is a great guide for the candidates who are preparing for the Cisco 500-440 exam because it integrates the multiple components that help you learn a wide spectrum of business requirements. You will also get knowledge about application configuration, scripting, dial plans, reporting, IVR, and metrics using the UCCE systems. The candidates who prepare for the Cisco test using this edition will get great help in understanding the Cisco Contact Center Product portfolio and the clustered deployment model. Thus, this book can ultimately aid you in designing, implementing, and delivering the CM/IP and IVR solutions and allow you to effectively maintain UCCE deployments. Moreover, the candidates who already have knowledge of Cisco master the best practices for the call flow scripting and other mandatory topics covered in the actual exam including:
- Step-by-Step information of actual configurations;
- Troubleshooting UCCE systems;
- Resources to deploy and operate the UCCE systems;
- Standardized examples to eliminate errors and downtime;
- Understanding UCCE processes and nodes to build a clean system startup sequence.
- Reliable and efficient UCCE solutions;
- Coverage and monitoring of UCCE systems;
- Insights covering hosted and enterprise versions of UCCE;
In other words, this book not only talks about the effective maintenance and deployment of UCCE solution but also inform you how to manage the UCCE databases and deliver the effective IVR solutions. You will also be able to identify the best practice for troubleshooting and mastering the Cisco Diagnostic tools after reading this book. It is a complete guide for you to prepare for the Cisco 500-440 exam. Just grab this edition from Amazon and be ready to ace the official test and achieve the Cisco UCCE Specialist certification.
Course Objectives
The candidate who takes this course becomes eligible to meet the following objectives.
- Define how to support CCE and install CCE Outbound Option
- Discuss configuration and installation steps used to support agent functionality in a UCCE deployment
- Install and configure a CCE VXML Solution
- Use the UCCE tools to complete UCCE system installation
- Identify the components and operations of the Unified CCE solution
Once you are done with this course, you can easily ace the Cisco 500-440 exam. Furthermore, you can get a good score on the test if you understand all the topics covered in it. So, these concepts are thoroughly explained in this instructor-led training program as they will be taught by the Cisco experts. You can enroll in the course and be ready to learn about everything you should know for passing exam 500-440 issued by Cisco.
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What Is the Cisco 500-440 Exam?
The Cisco 500-440 test includes about 65-75 questions that the candidate needs to finish within 75 minutes. The questions come in the format of multiple-choice, drag-and-drop multiple response questions and fill in the blanks. The test is conducted by Pearson VUE, you can either take this exam online or in the test center. Moreover, you have to pay $300 to register for the exam. It is important to note that this exam result is valid for 2 years after which candidates need to take the exam again for recertification.
The Cisco 500-440 test is a certification exam that helps individuals to prove their knowledge about intelligent call routing, multichannel contact management, and computer telephony integration using an IP network. If you are interested in pursuing a career within enterprise-level contact centers utilizing the Cisco Unified Contact Center Enterprise solution, you must take this exam. Moreover, it will allow you to gain the relevant Cisco Unified Contact Center Enterprise Specialist certification.
Cisco 500-440 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Features and Functionality of the Cisco Unified CCE Solution | 23% | - Cisco Outbound Option - Security methods and impact on capacity - Role of Cisco Unified Customer Voice Portal (CVP) - Role of Cisco Unified Communications Manager - High priority traffic in Cisco Unified ICM - Precision routing methods - Cisco Unified Mobile Agent role - Role of CTI in Cisco Unified CCE - Role of Cisco Unified Intelligent Contact Management (Unified ICM) - Role of congestion control - Role of voice gateways and SIP proxy |
| Network Design Considerations for Cisco Unified CCE | 19% | - Cisco Finesse failover scenarios - Failure scenarios with geographically separated deployments - Network requirements for Clustering over the WAN (CoW) - Network requirements for Unified ICM visible/private connections - High-availability options of CCE components - Test Other Side method in Unified ICM - Quality of service usage within CCE - Basic deployment models (single-site, multisite centralized, multisite distributed) - Factors impacting Cisco Unified Intelligence Center bandwidth usage |
| Virtualization Environment for Contact Center Resources and CCE Components | 11% | - Design considerations for Cisco Unified CCE on UCS C-Series - NIC configuration considerations in virtualization - Cisco Unified Computing System B-Series interconnect and uplink - Design considerations for upstream IP switches - VMware supported features |
| Design Considerations for Cisco Unified Communications Manager in a CCE Solution | 11% | - CUCM redundancy options for centralized deployment - Maintaining end-to-end reporting for transferred calls - CUCM options for transfer calls involving SIP trunks - CUCM originated calls to CVP - Impact of multiline automatic call distributor in CCE - Cluster over the WAN considerations for CUCM - CUCM requirements for Unified Mobile Agent |
| 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 - Cisco Finesse workflow - Agent target rules and impact on CCE solution - Design for administrative workstations in geographically separated data centers - Whisper Announcement functionality and call flow - Post Call Survey functionality and call flow - Call type usage within Cisco Unified ICM - Courtesy Call back functionality and call flow - Cisco Finesse features and third-party gadgets - Cisco Unified Border Element and SIP proxy functionality |
| Sizing Process for Contact Center Resources and CCE Components | 13% | - Sizing inputs (agent talk time, queue time, wrap-up time) - Packaged CCE capacity considerations - Factors for sizing Unified CCE components and bandwidth - Erlang calculations in sizing - Sizing considerations for SIP proxy methods |
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