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Deploying Cisco Unified Contact Center Enterprise (DUCCE) 2.0 By Cisco
This is also an instructor-led course that lasts for 5 days and allows candidates to learn about how to install and work with the Unified CCE v10.0 solution including deploying HA, implementing troubleshooting tools to identify the problems with inbound and outbound Contact Center functionality. This course is aimed at applicants who are responsible for installing the Unified CCE solution and deliver Level 3 solution support. It also acts as a base for other UCCE administration courses and helps you learn enough about the CCE scripting for the system functionality.
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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 |
|---|---|---|
| Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center | 23% | - Whisper Announcement functionality and call flow - Cisco Finesse workflow - Cisco Unified Border Element and SIP proxy functionality - Agent target rules and impact on CCE solution - Impact of re-qualify call node in Cisco Unified ICM script - Cisco Finesse features and third-party gadgets - Call type usage within Cisco Unified ICM - Post Call Survey functionality and call flow - Design for administrative workstations in geographically separated data centers - Courtesy Call back functionality and call flow |
| Virtualization Environment for Contact Center Resources and CCE Components | 11% | - VMware supported features - NIC configuration considerations in virtualization - Design considerations for Cisco Unified CCE on UCS C-Series - Design considerations for upstream IP switches - Cisco Unified Computing System B-Series interconnect and uplink |
| Design Considerations for Cisco Unified Communications Manager in a CCE Solution | 11% | - CUCM requirements for Unified Mobile Agent - Maintaining end-to-end reporting for transferred calls - CUCM originated calls to CVP - CUCM redundancy options for centralized deployment - CUCM options for transfer calls involving SIP trunks - Cluster over the WAN considerations for CUCM - Impact of multiline automatic call distributor in CCE |
| Features and Functionality of the Cisco Unified CCE Solution | 23% | - Cisco Unified Mobile Agent role - Role of Cisco Unified Intelligent Contact Management (Unified ICM) - High priority traffic in Cisco Unified ICM - Role of voice gateways and SIP proxy - Precision routing methods - Role of CTI in Cisco Unified CCE - Role of congestion control - Role of Cisco Unified Communications Manager - Security methods and impact on capacity - Role of Cisco Unified Customer Voice Portal (CVP) - Cisco Outbound Option |
| Sizing Process for Contact Center Resources and CCE Components | 13% | - Packaged CCE capacity considerations - Factors for sizing Unified CCE components and bandwidth - Sizing considerations for SIP proxy methods - Erlang calculations in sizing - Sizing inputs (agent talk time, queue time, wrap-up time) |
| Network Design Considerations for Cisco Unified CCE | 19% | - Quality of service usage within CCE - Cisco Finesse failover scenarios - Factors impacting Cisco Unified Intelligence Center bandwidth usage - Test Other Side method in Unified ICM - Network requirements for Unified ICM visible/private connections - Basic deployment models (single-site, multisite centralized, multisite distributed) - Network requirements for Clustering over the WAN (CoW) - Failure scenarios with geographically separated deployments - High-availability options of CCE components |
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