500-440 Sample Questions & Answers

A solutions architect is designing a Cisco Unified Contact Center Enterprise (UCCE) solution for a healthcare provider. The customer requires that all voice traffic from the PSTN be terminated on a localized gateway at the branch office to minimize WAN bandwidth, while the agent's signaling is handled by the central data center. Which deployment model and gateway protocol should be specified in the design to support this 'flow-around' media capability?

While designing a Precision Routing strategy for a financial institution, the requirement is to route high-value clients to agents who are both 'Certified' and have 'High Proficiency' in English. If no such agents are available, the call should expand to 'Certified' agents with 'Medium Proficiency'. Which Cisco Unified CCE configuration concept is best suited to meet this dynamic requirement?

A network designer is validating the Quality of Service (QoS) architecture for a UCCE deployment. The design must ensure that Intelligent Contact Management (ICM) private network traffic is prioritized correctly to prevent split-brain scenarios during periods of high congestion. Which DSCP value is the industry standard recommendation for ICM private high-priority traffic?

A retail company uses Cisco Unified Mobile Agent to allow seasonal workers to take calls from home using their PSTN landlines. The design requirement is to minimize the bandwidth usage on the corporate VPN and avoid hairpinning media through the corporate data center for these agents. Which Mobile Agent connection mode and media flow design should be selected? (Select TWO)

True or False: In a Cisco Unified CCE design utilizing Cisco Unified Customer Voice Portal (CVP) for queuing, the 'Whisper Announcement' feature requires the establishment of a temporary media path between the agent's phone and the CVP VXML Gateway before the customer audio is cut through.

A large enterprise is deploying a Cisco Unified CCE solution across two geographically separated data centers (Side A and Side B). The network design team needs to understand the impact of a 'Split Brain' scenario where the private network link between the central controllers fails, but the visible network remains active.

Based on the architecture shown in the diagram, what is the immediate behavior of the Router processes on both sides?

A contact center administrator is sizing the trunk capacity for a new UCCE deployment. The center receives 10,000 calls during the busy hour, with an average handling time (AHT) of 180 seconds. The goal is to ensure a blocking probability of no more than 1% (P.01).

Which Erlang formula should be applied to calculate the required number of PSTN trunks, and what is the primary variable derived?

Case Study:

Company Background
A multinational bank is upgrading its contact center to Cisco Unified CCE. They have two main data centers (DC1 in New York, DC2 in London) connected by a high-speed WAN.

Requirements

1. The system must support 2000 concurrent agents.
2. Agents must be able to log in to phones controlled by either data center in case of a WAN failure.
3. The design must minimize the complexity of the dial plan.
4. Call reporting must remain accurate even if a call is transferred between sites.

Current Situation
The network team advises that the latency between NY and London is 75ms round-trip. They want to use a single Unified Communications Manager (CUCM) cluster spanning both sites to simplify administration.

Question
Based on the Cisco UCCE design guidelines and the latency constraint provided, is the proposed single CUCM cluster design valid?