During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the Cisco Unified IP IVR engaged?
A. from the call arrival to the point that the agent answers
B. from the transfer to IVR to the point that the agent hangs up
C. from the transfer to IVR to the point that the agent answers
D. from the call arrival to the point that the agent is ready
In the Cisco Unified Contact Center Enterprise solution, what is considered "Agent Handle Time"?
A. the time that the agent spent talking to the caller, including any hold time during the call
B. the time that the agent spent talking plus any wrap-up time that is associated with the call, including any hold time during the call
C. the time that the agent spent talking to the caller plus the queue time for the call and any wrap-up time
D. the time that the agent spent talking to the caller plus any network time that was used during ringing, call transfers, and holds during the call
In a Cisco Unified Contact Center Enterprise deployment in which the agents are configured to "auto answer" calls in their agent desk settings, which behavior is expected of the system?
A. As soon as the agent hangs up the phone, the next queued call will be sent to the agent regardless of any timed after call work or wrap-up code entry requirement.
B. If a timed after call work value is set for the system, the system will wait for this timer to expire before sending another call to the agent unless the agent state is changed manually to Available before the timer expires.
C. The system will wait for the agent to enter any required wrap-up code before sending the next queued call to the agent.
D. As soon as the agent hangs up the phone, the agent can change state to Not Ready to prevent being reserved for the next queued call.
When using the Cisco Unified Outbound Option SIP Dialer 8.0(x), which statement is true?
A. The SIP Dialer requires two MR PIMs for duplex SIP dialers.
B. The SIP Dialer scales to 60 calls per second per dialer.
C. The SIP Dialer uses Cisco Unified Communications Manager routing and dial plans for outbound call routing.
D. The SIP Dialer engages the agent peripheral gateway for each outbound call.
When using agent targeting rules in Cisco Unified Contact Center Enterprise 8.0(x), which statement is true?
A. Agent device targets must be created for each phone that is used by an agent.
B. Agent labels must be created for each routing client that can route calls to an agent.
C. Agent extensions can be defined as a range, without having to build each device target.
D. Agent targeting rules are not allowed with translation routes.
During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the voice gateway port engaged?
A. from the call arrival to the point that the agent answers
B. from the transfer to IVR to the point that the agent hangs up
C. from the call arrival to the point that the agent hangs up
D. from the call arrival to the point that the agent is ready
In the Cisco Unified Contact Center Enterprise 8.0(x) solution, both WebView and Cisco Unified Intelligence Center are provided as reporting tools. Which statement is untrue?
A. Cisco Unified Intelligence Center 8.0(x) supports up to 200 concurrent reporting users.
B. WebView 8.0(x) supports up to 25 concurrent reporting users.
C. WebView 8.0(x) can be deployed in a cluster of up to eight servers that share report templates.
D. Cisco Unified Intelligence Center 8.0(x) uses Informix to store its local database of report templates.
In the Cisco Unified Contact Center Enterprise 8.0(x) solution, historical interval reports can be generated in either 15-minute or 30-minute intervals. Which statement is true?
A. The Cisco ICM database schema contains half-hour tables, but they are no longer populated unless the 30-minute interval option is used.
B. The Cisco ICM database schema was updated to include new quarter-hour tables, which are only populated when the 15-minute interval option is used.
C. The Cisco ICM database schema was updated to include new interval tables, which are populated for both 30-minute or 15-minute data, but the original half-hour tables are not populated.
D. All peripherals in the Cisco Unified Contact Center Enterprise must use the same interval-reporting method, either 30-minute or 15-minute.
Which table name is not used as part of the Cisco Unified Contact Center Enterprise 8.0(x) 15-minute reporting model?
A. Agent_Interval
B. Agent_Skill_Group_Interval
C. Call_Type_SG_Interval
D. Dialer_Interval
E. Router_Interval
When considering which type of CTI Desktop to deploy with the Cisco Unified Contact Center Enterprise solution, what is the difference between Cisco Agent Desktop and CTI Object Server (CTI OS) Desktop?
A. Cisco Agent Desktop lets you silence monitor agents from the supervisor desktop.
B. Cisco Agent Desktop lets you record calls locally from the desktop without a third-party recording solution.
C. Cisco Agent Desktop lets you view agent and team statistics from the desktop.
D. Cisco Agent Desktop lets you transfer calls by using a dial pad.
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