Exam Name: Designing Cisco Unified Contact Center Enterprise
Certification Provider: Cisco
Corresponding Certification: Cisco Unified Contact Center Enterprise Specialist
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Cisco 500-440 Exam Certification Details:
| Passing Score | Variable (750-850 / 1000 Approx.) |
| Exam Name | Designing Cisco Unified Contact Center Enterprise |
| Exam Price | $300 USD |
| Sample Questions | Cisco 500-440 Sample Questions |
| Duration | 75 minutes |
| Recommended Training | Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1) 2.0 Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) 2.0 Deploying Cisco Unified Contact Center Enterprise (DUCCE) 2.0 |
| Exam Registration | PEARSON VUE |
| Number of Questions | 65-75 |
| Exam Code | 500-440 UCCED |
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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
- Install and configure a CCE VXML Solution
- Discuss configuration and installation steps used to support agent functionality in a UCCE deployment
- 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.
Cisco 500-440 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Sizing Process for Contact Center Resources and CCE Components | 13% | - Sizing considerations for SIP proxy methods - Sizing inputs (agent talk time, queue time, wrap-up time) - Erlang calculations in sizing - Packaged CCE capacity considerations - Factors for sizing Unified CCE components and bandwidth |
| Topic 2: Network Design Considerations for Cisco Unified CCE | 19% | - Factors impacting Cisco Unified Intelligence Center bandwidth usage - Quality of service usage within CCE - Failure scenarios with geographically separated deployments - 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) - Test Other Side method in Unified ICM - High-availability options of CCE components - Cisco Finesse failover scenarios |
| Topic 3: 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 |
| Topic 4: Features and Functionality of the Cisco Unified CCE Solution | 23% | - Security methods and impact on capacity - Role of congestion control - Role of CTI in Cisco Unified CCE - Role of Cisco Unified Communications Manager - Role of voice gateways and SIP proxy - Role of Cisco Unified Intelligent Contact Management (Unified ICM) - Role of Cisco Unified Customer Voice Portal (CVP) - Cisco Outbound Option - High priority traffic in Cisco Unified ICM - Cisco Unified Mobile Agent role - Precision routing methods |
| Topic 5: Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center | 23% | - Design for administrative workstations in geographically separated data centers - Cisco Finesse workflow - Whisper Announcement functionality and call flow - Impact of re-qualify call node in Cisco Unified ICM script - Call type usage within Cisco Unified ICM - Cisco Finesse features and third-party gadgets - Cisco Unified Border Element and SIP proxy functionality - Courtesy Call back functionality and call flow - Post Call Survey functionality and call flow - Agent target rules and impact on CCE solution |
| Topic 6: Design Considerations for Cisco Unified Communications Manager in a CCE Solution | 11% | - Impact of multiline automatic call distributor in CCE - Cluster over the WAN considerations for CUCM - CUCM redundancy options for centralized deployment - CUCM options for transfer calls involving SIP trunks - CUCM requirements for Unified Mobile Agent - Maintaining end-to-end reporting for transferred calls - CUCM originated calls to CVP |
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