Cisco 600-455

Designing Cisco Unified Contact Center Enterprise

(UCCED)
Version: Designing Cisco Unified Contact Center Enterprise (UCCED) for
Validating Knowledge

Cisco 600-455 Exam

QUESTION NO: 1
Which three features or functionalities does Cisco Unified Communications Manager provide for
Cisco Unified CCE and Cisco Unified Customer Voice Portal? (Choose three.)
A. transfer call routing from agent to agent
B. CTI data on Cisco Agent Desktop screen pop
C. Courtesy Callback
D. Cisco Mobile Agents
E. Cisco Extension Mobility for agents
F. call queuing
Answer: A,D,E
Explanation:

QUESTION NO: 2
Which three features does Cisco Unified Border Element provide when Cisco Unified CCE and
Cisco Unified Customer Voice Portal are used? (Choose three.)
A. Silent Monitor inbound voice calls
B. secure communication using flow around mode
C. NAT for address hiding
D. normalize SIP messages using SIP profiles
E. record calls by forking the media using build-in-bridge
F. demarcation point between networks
Answer: C,D,F
Explanation:

QUESTION NO: 3
Which three options are valid when Cisco Unified Customer Voice Portal comprehensive call flow
and survivability service handles SIP REFER? (Choose three.)
A. SIP REFER label and SigDigits
B. SIP REFER with ICM router requery
C. SIP REFER with ICM script Send To VRU node
D. SIP REFER with custom SIP header
E. SIP REFER with routing label "rfxxxx" and standalone Cisco Unified CVP with ICM Lookup
label
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Cisco 600-455 Exam

F. SIP REFER with ECC variable user.sip.transfer
Answer: A,C,D
Explanation:

QUESTION NO: 4
In the congestion control feature of Cisco Unified Contact Center Enterprise, which four options
handle the calls that are to be throttled? (Choose four.)
A. Treat the call with Dialed Number Default Label.
B. Queue the call and play a message, then release the call.
C. Treat the call with System Default Label.
D. Terminate the call with a Dialog Fail or RouteEnd.
E. Transfer calls to an available IVR port.
F. Send a Release Message to the routing client.
G. Offer Courtesy Callback to the caller, then terminate the call.
H. Transfer the call to the Cisco Unified Communications Manager hunt group.
Answer: A,C,D,F
Explanation:

QUESTION NO: 5
In a Cisco Unified Contact Center Enterprise deployment, which two options are the roles of the
Administration & Data Servers? (Choose two.)
A. administration server
B. real-time data server
C. analytical server
D. recording server
E. static server
F. performance server
Answer: A,B
Explanation:

QUESTION NO: 6

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Cisco 600-455 Exam

Which three features does Cisco Finesse provide as an out-of-the-box agent desktop? (Choose
three.)
A. basic call control (answer, hold, retrieve, end, and make call)
B. advanced call control (consultation, transfer after consult, conference after consult)
C. agent historical reports
D. ready and login reason codes
E. phonebooks and workflows
F. desktop for third-party ACD
Answer: A,B,E
Explanation:

QUESTION NO: 7
The JTAPI communications between the Cisco Unified Communication Manager cluster and Cisco
Unified Contact Center Enterprise include three distinct types of messaging. Which three options
are those messages? (Choose three.)
A. SIP call control messages
B. routing control (Cisco Unified CM cluster request instructions from Cisco Unified CCE)
C. service control
D. device and call monitoring
E. subscription control
F. device and call control
Answer: B,D,F
Explanation:

QUESTION NO: 8
Which three components are required in a Cisco Unified CVP VXML "standalone" server
deployment model? (Choose three.)
A. Cisco Unified CVP Call Studio
B. Cisco Unified CVP VXML Server
C. Cisco Unified CVP reporting server
D. load balancer
E. ingress voice gateway
F. egress voice gateway

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Cisco 600-455 Exam

G. VRU peripheral gateway
Answer: A,B,E
Explanation:

QUESTION NO: 9
Which type of traffic from the peripheral gateway to the central controller is considered high priority
in the Cisco Unified Contact Center Enterprise solution?
A. configuration requests
B. skill group data
C. routing and DMP control traffic
D. Real-Time Monitoring
Answer: C
Explanation:

QUESTION NO: 10
Which attribute can be created in Cisco Unified Contact Center Enterprise Precision Routing?
A. Boolean or proficiency
B. string or integer
C. Boolean or integer
D. proficiency or array
Answer: A
Explanation:

QUESTION NO: 11
Which two statements about Cisco Unified Mobile Agents are true? (Choose two.)
A. An additional voice gateway is required for Silent Monitoring.
B. They extend and connect.
C. They perform call control features (example: Hold/Conference/Transfer) only from the agent
desktop.
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Cisco 600-455 Exam

D. They are limited only to PSTN phones and mobile phone; IP phones are not supported.
Answer: A,C
Explanation:

QUESTION NO: 12
In the Cisco Unified Contact Center Enterprise Outbound Option with SIP Dialer, which two Dialing
Modes apply to Transfer to IVR based campaigns? (Choose two.)
A. Preview dialing mode
B. Direct Preview dialing mode
C. Progressive dialing mode
D. Predictive dialing mode
E. Callback mode
Answer: C,D
Explanation:

QUESTION NO: 13
In the Cisco Unified Contact Center Enterprise Outbound Option with SIP Dialer, in which order
does the Campaign Manager process perform record queries to send them to Dialer for dialing?
A. pending contacts, callbacks, retries
B. callbacks, retries, pending contacts
C. retries, callbacks, pending contacts
D. pending contacts, pending callbacks, pending retries
Answer: B
Explanation:

QUESTION NO: 14
In a Cisco Finesse 10.0(x) deployment, which two certificates do the Cisco Finesse primary and
secondary servers accept when HTTPS protocol is used to access the administration console or
agent desktop? (Choose two.)

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Cisco 600-455 Exam

A. digital certificate
B. certificate authority certificate
C. domain validation certificate
D. self-signed certificate
E. root certificate
Answer: B,D
Explanation:

QUESTION NO: 15
How does the Cisco Unified Contact Center Enterprise solution encrypt the logger database?
A. AES
B. SHA
C. MD5
D. TLS
Answer: C
Explanation:

QUESTION NO: 16
In a Cisco Finesse 10.0(x) deployment, which option is needed from the primary and secondary
servers for certificate authority to generate a root, intermediate, and application certificate for
Cisco Finesse?
A. fully qualified domain name of the servers
B. physical MAC address of the NIC card from the Cisco Finesse servers
C. Certificate Signing Request
D. IP address of server
E. system ID of the server
Answer: C
Explanation:

QUESTION NO: 17
When using microapps, which core components are required for calls that originate from Cisco
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Cisco 600-455 Exam

Unified Communications Manager to Cisco Unified CVP using Comprehensive mode?
A. CUCM: CTI Route Port, SIP Trunk, ICM: CVP Type 2 VRU, CUBE, VXML Gateway
B. CUCM: CTI Route Point and SIP Trunk, ICM: CVP Type 2 VRU and Network VRU labels,
VXML Gateway
C. CUCM: CTI Route Point and SIP Trunk, ICM: CVP Type 10 VRU and Network VRU labels,
VXML Gateway
D. CUCM: CTI Route Port and SIP Trunk, ICM: CVP Type 10 VRU and Network VRU labels,
VXML Gateway
Answer: C
Explanation:

QUESTION NO: 18
For the Cisco Contact Center Enterprise Outbound option, which Cisco Unified Communications
Manager feature can be used to disable ringback during transfer to agent for a scenario that
involves SIP trunks?
A. replaces header script
B. normalization script
C. association script
D. transformation script
Answer: B
Explanation:

QUESTION NO: 19
Which type of MTP is supported with Cisco Unified Mobile Agent?
A. MTP Pass-Through
B. MTP No Pass-Through
C. MTP Pass-Around
D. MTP No Pass-Around
Answer: B
Explanation:

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Cisco 600-455 Exam

QUESTION NO: 20
Refer to the exhibit.

In Cisco Finesse 10.0(x), when agents login into the desktop as a Mobile Agent, which number is
used in the highlighted Extension field?
A. the local CTI port dialed number
B. the remote CTI port dialed number
C. agent PSTN number (accessible from CUCM/GW)
D. agent ID
E. agent reservation script dialed number
Answer: A
Explanation:

QUESTION NO: 21
Which two statements about combining IP telephony and Cisco Unified Contact Center Enterprise
Extensions on the same IP phone are true? (Choose two.)
A. Cisco Unified CCE supports only one agent ACD line on the IP phone.
B. The ACD line on the IP phone may have voicemail or call forwarding defined.
C. In a typical call center, the ACD line is the first line on the phone to make it easier for the agent
to forward inbound ACD calls.
D. The agent state changes based on the activity of the ACD line.
E. If the agent picks up the phone to place a call, the agent is put into ready mode.
Answer: A,D
Explanation:
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Cisco 600-455 Exam

QUESTION NO: 22
In the Cisco Unified Contact Center Enterprise solution with clustering over the WAN, which
statement about the Cisco Unified Communications Manager peripheral gateway duplex pair is
true?
A. Each side of the peripheral gateway pair (side A and side B) must be configured to point to a
local and a remote CTI Manager across the WAN from the PG location.
B. The peripheral gateway private network may be shared with any other private
connectionsperipheral gateways or call routers/loggers.
C. The peripheral gateway may use the highly available WAN connection between the sites
(visible network) for all trafficvisible and private.
D. The peripheral gateways must be co-located at one side or the other of the Cisco Unified
Communications Manager cluster.
Answer: B
Explanation:

QUESTION NO: 23
Which option describes the recommended way to configure redundant Cisco Unified
Communications Manager subscribers for Cisco IP phone registration in a single cluster for the
Cisco Unified Contact Center Enterprise solution?
A. Add a redundant device pool to the Cisco Unified CallManager Group configuration.
B. Add a second TFTP server to the cluster.
C. Add an additional Cisco Unified Communications Manager subscriber to the Cisco Unified
Communications Manager Group defined in device pool of the Cisco IP Phone.
D. Use an SRST reference in the device pool.
Answer: C
Explanation:

QUESTION NO: 24
To maintain end-to-end reporting context, when an agent transfers a call to another ICM Skill
Group, to which Cisco Unified Communications Manager configuration object should the call be
transferred?
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Cisco 600-455 Exam

A. route pattern
B. agent IP phone
C. CTI route point
D. translation pattern
E. translation route
Answer: C
Explanation:

QUESTION NO: 25
A Cisco Unified Contact Center Enterprise solution is designed with geographic redundancy for
the central controllers (with separate call routers and loggers). If Call Router Side A has device
majority and its Ethernet private network NIC fails, which two events occur? (Choose two.)
A. The Call Router Side B stays active, while the Call Router Side A goes idle.
B. The Call Router Side A stays active, while Call Router Side B goes idle.
C. There is no ability to make ICM configuration changes.
D. Both sides go out of service for small period of time, Call Router Side A goes active, and Call
Router Side B goes idle.
E. The system operates as it did prior to failure.
Answer: B,C
Explanation:

QUESTION NO: 26
Which failure scenario in the Cisco Unified Contact Center Enterprise solution stops all processing
and routing of contact center calls?
A. ICM Call Router Side A fails at the same time that ICM Logger Side A fails.
B. ICM Call Router Side A fails at the same time that ICM Logger Side B fails.
C. ICM Call Router Side B fails at the same time that ICM Logger Side A fails.
D. ICM Call Router Side B fails at the same time that ICM Logger Side B fails.
E. ICM Call Router Side A fails at the same time that ICM Call Router Side B fails.
F. ICM Logger Side A fails at the same time that ICM Logger Side B fails.
Answer: E
Explanation:

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Cisco 600-455 Exam

QUESTION NO: 27
Which two statements about the Cisco Unified Contact Center Enterprise clustering over the WAN
deployment model are true? (Choose two.)
A. With Cisco Unified Computing System C-Series Servers, you must deploy dual SAN on each
data center.
B. The visible network that supports the communication between Cisco Unified Communications
Manager subscriber nodes must be highly available and designed with no single point of failure.
C. Agents at remote locations must be registered to only one data center for their Cisco Unified IP
Phone connections if they are using Cisco Finesse.
D. Cisco Unified Contact Center Enterprise IVR Peripheral Gateway cannot be split between the
data center locations to maintain a local JTAPI connection for call control.
E. Cisco Unified Communications Manager Peripheral Gateways that are split between the two
data centers can share the same private network connection as the central controller (router and
logger) components.
Answer: B,E
Explanation:

QUESTION NO: 28
Which three statements about QoS in a Cisco Unified Intelligent Contact Management solution are
true? (Choose three.)
A. In a Cisco Unified Intelligent Contact Management network, if the traffic is marked in the ICM,
QoS trust needs to be enabled on access-layer routers and switches.
B. The high priority queue for the private network should be granted 90 percent of total available
bandwidth.
C. The high priority queue for the private network should be granted 75 percent of total available
bandwidth.
D. The high priority queue for the private network should be granted 65 percent of total available
bandwidth.
E. Traffic marking in Cisco Unified ICM means that configuring separate private high and private
medium/low sets of IP addresses is no longer necessary.
F. Traffic marking in Cisco Unified ICM means that configuring separate private high and private
medium/low sets of IP addresses is still necessary.
Answer: A,B,E
Explanation:

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Cisco 600-455 Exam

QUESTION NO: 29
Under which circumstances can the visible and private networks be converged in the Cisco Unified
Contact Center Enterprise system?
A. when QoS is enabled on both networks
B. in cases in which there is gigabit bandwidth between sites
C. under no circumstances
D. when the Cisco Catalyst switch has dual power supplies
Answer: C
Explanation:

QUESTION NO: 30
Which three system responses are valid if the Cisco Unified Contact Center Enterprise
(centralized deployment with remote branches) and the remote branch lose the public network
connection to both of the data centers? (Choose three.)
A. The local voice gateway detects the failure of the communications path. The voice gateway
goes into SRST mode to provide local dial-tone functionality.
B. With Cisco Unified CVP, the voice gateway detects the loss of connection to the Cisco Unified
CVP call server. The voice gateway then executes local bootstrap TCL script, answers the call,
and forwards it to the hunt group.
C. The active call that arrived at the local PSTN connection and was answered by agent at that
site remains active, however, the agent peripheral gateway loses access to the call and creates a
TCD record.
D. The Cisco Finesse server detects the loss of connectivity to the agent desktop and
automatically signs the agent out of the system.
E. With Cisco Unified CVP, the voice gateway detects the loss of connection to the Cisco Unified
CVP call server. The voice gateway then connects to the communication manager cluster to
provide local dial-tone functionality.
Answer: A,C,D
Explanation:

QUESTION NO: 31
Which three benefits does a Cisco Unified Contact Center Enterprise centralized deployment with
small agents branch provide? (Choose three.)

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Cisco 600-455 Exam

A. It requires only a small data switch and router, IP phones, and agent desktops at remote sites
for a few agents.
B. It requires only limited system and network management skills at remote sites.
C. Small remote branches require PSTN and SIP trunks, in addition to the ones needed for local
POTS lines for emergency services (911) in the event of a WAN link loss.
D. PSTN trunks for incoming traffic connect to data centers for efficiency.
E. It does not use VoIP WAN bandwidth when an agent is answering the call.
F. Calls extend over the WAN only while calls are in queue.
Answer: A,B,D
Explanation:

QUESTION NO: 32
Which three WAN/MAN configurations are valid in the Cisco Unified Contact Center Enterprise
clustering over the WAN deployment model? (Choose three.)
A. A highly available visible network WAN/MAN/DWDM and a dedicated private network WAN.
B. A highly available MPLS WAN shared by the visible and private networks with a 2 second
convergence time.
C. A highly available MPLS WAN shared by the visible and private networks where the private
network is pinned to a single path and the visible network aligned to an alternate path failing to the
private network path as redundant link with QoS and bandwidth provisioning.
D. A highly available DWDM/CWDM network shared by the visible and private networks with a
sub-500 ms convergence time.
E. All traffic is converged on a single MPLS network by using appropriate QoS markings and
settings to ensure latency and bandwidth requirements.
F. A highly available DWDM/CWDM network shared by the visible and private networks with 1500
ms convergence time.
Answer: A,C,D
Explanation:

QUESTION NO: 33
Which two options are required for the private link in the Cisco Contact Center Enterprise solution?
(Choose two.)
A. path diversity
B. Layer 3 quality of service prioritization and queuing
C. max of 1500 ms round trip time latency tolerance
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Cisco 600-455 Exam

D. variable layer subnet masking
Answer: A,B
Explanation:

QUESTION NO: 34
In a Cisco Finesse 10.0(x) deployment, primary and secondary nodes can be installed on separate
domains. Which two requirements must be met for the pair to work properly? (Choose two.)
A. Each Cisco Finesse server should be able to perform DNS lookup of the other server using fully
qualified domain name.
B. Primary and secondary Cisco Finesse servers should only communicate with IP address.
C. All Cisco Finesse clients should be able to perform DNS lookups of the Cisco Finesse servers
using the FQDN.
D. All Cisco Finesse clients should connect to the server with IP address.
E. All Cisco Finesse clients should be local to the Cisco Finesse servers.
Answer: A,C
Explanation:

QUESTION NO: 35
Which two primary factors affect bandwidth sizing between a Cisco Unified Intelligence Center
server and client? (Choose two.)
A. number of historical reports the user is running concurrently
B. number of concurrent agents logged on to Cisco Unified Intelligence Center
C. number of historical database servers in the deployment
D. number of real-time reports the user is running concurrently
E. total ECC variables in bytes
Answer: A,D
Explanation:

QUESTION NO: 36
Which option initiates Test Other Side in the Cisco Contact Center Enterprise solution?

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Cisco 600-455 Exam

A. Side A OPC
B. Side A MDS
C. Side B OPC
D. Side B MDS
E. OPC with disabled clock
F. MDS with the disabled clock
Answer: F
Explanation:

QUESTION NO: 37
Which three statements about the high availability of Cisco Unified Intelligent Contact
Management central controller are valid? (Choose three.)
A. If one ICM call router of a duplex pair of Cisco Unified ICM call routers fails, the surviving ICM
call router recognizes the failure when it receives no response to heartbeats over the private LAN.
B. During Cisco Unified ICM call router failover processing, calls in progress in Cisco Unified
Customer Voice Portal are disconnected, but all new calls are processed successfully.
C. If ICM Logger side A fails, the impact of call processing is limited to ICM call router side A.
D. If ICM Logger side A fails, router side B cannot send historical info to ICM Logger side A and is
limited to ICM Logger side B.
E. There is no impact on call processing during a Cisco Unified ICM Logger failure.
F. If the private LAN fails, the peripheral gateways are used to help determine the active call router
side of the duplex pair.
G. If ICM Logger side B fails, the ICM Router side B cannot send real-time and historical info to
logger side A.
Answer: A,E,F
Explanation:

QUESTION NO: 38
Which option describes when a call type is assigned to a call in the Cisco Unified Contact Center
Enterprise system?
A. when the call is routed to an agent
B. when the call is first post-routed from Cisco Unified Customer Voice Portal
C. when the call terminates and data is written to the Cisco TCD table
D. when a call-routing script hits the first Queue to Skill Group node

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Cisco 600-455 Exam

Answer: B
Explanation:

QUESTION NO: 39
In a Cisco Unified Contact Center Enterprise deployment with geographically redundant central
controllers, a new site is added with two new Admin Workstations as the only AWs at the site.
Which option is the recommended configuration (AW type) for these two machines?
A. 1 - Primary Distributor AW, 1 - Secondary Distributor AW
B. 1 - Primary Distributor AW, 1 - Client AW
C. 1 - Secondary Distributor AW, 1 - Client AW
D. 2 - Client AWs
E. 2 - Secondary Distributor AWs
F. 1 - Primary Client AW, 1 - Secondary Client AW
Answer: A
Explanation:

QUESTION NO: 40
Which option describes the impact of using a Requalify Call node in a routing script for the Cisco
Unified Contact Center Enterprise system?
A. The call type is changed and continues the current script execution.
B. The call is reset to the new call type, like a new call with all counters reset to zero.
C. There is no impact, and the call type is used only for the initial script selection process.
D. The call is reclassified and the system executes a new routing associated with that call type.
Answer: D
Explanation:

QUESTION NO: 41
Which Cisco Unified Border Element configuration is correct for a Cisco Unified Contact Center
Enterprise with Cisco Unified Customer Voice Portal and Cisco Unified Border
Element deployment?

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Cisco 600-455 Exam

A. You must dedicate a voice gateway for VXML browser sessions.
B. You must configure Cisco Unified Border Element as media pass flow-around mode.
C. You must configure Cisco Unified Border Element as media pass flow-through mode.
D. You must use box-to-box Cisco Unified Border Element redundancy.
Answer: C
Explanation:

QUESTION NO: 42
Which three features does the SIP Proxy software provide when Cisco Unified Contact Center
Enterprise, Cisco Unified Customer Voice Portal, and Cisco Unified SIP Proxy are used? (Choose
three.)
A. centralized dial plan
B. load balancer for HTTP and SIP
C. integration with Cisco ISR using SM-SRE
D. N+1 or N.N redundancy
E. box-to-box redundancy
F. demarcation point between networks
Answer: A,C,D
Explanation:

QUESTION NO: 43
Which three statements about the Cisco Unified Customer Voice Portal Post Call Survey are true?
(Choose three.)
A. For reporting purposes, the Post Call Survey call has the same CallGUID and call context as
the original inbound call.
B. For reporting purposes, the Post Call Survey call has the ICM Router Key and call context from
the original inbound call.
C. The call context for the Post Call Survey includes all contexts up to the point where the call is
transferred to the agent. Context that the agent creates after the transfer is not included in
the Post Call Survey context.
D. This feature lets you configure a call flow that, after the caller disconnects from the agent,
optionally sends the call to a dialed number configured for a Post Call Survey.
E. If you want to use the Post Call Survey feature through Unified CVP, you must configure it on
the reporting server. Also, you can configure the Unified ICM script to toggle the use of Post Call
Survey off and on.
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Cisco 600-455 Exam

F. If you want to use the Post Call Survey feature through Unified CVP, you must configure it on
the call server. Also, you can configure the Unified ICM script to toggle the use of Post Call Survey
off and on.
Answer: A,C,F
Explanation:

QUESTION NO: 44
Which two statements about Cisco Unified Customer Voice Portal Whisper Announcements are
true? (Choose two.)
A. In Whisper Announcements, wave files must match Cisco Unified CVP encoding and format
requirements (G.711, CCITT A-Law 8 kHz, 8 bit, mono).
B. The maximum play time for a Whisper Announcement is subject to a timeout (default 45 sec).
C. Two Whisper Announcements can play for each call.
D. In Whisper Announcements, wave (.wav) is the only supported file type.
E. While a Whisper Announcement is playing, the agent can put the call on hold.
Answer: A,D
Explanation:

QUESTION NO: 45
Which three statements about Courtesy Callback are true? (Choose three.)
A. Courtesy Callback reduces the time callers have to wait in a queue.
B. Courtesy Callback enables Cisco Unified Communication Manager to offer callers (who meet
your criteria) the option to receive a courtesy callback by the system instead of waiting in the
queue.
C. The caller who has been queued by Cisco Unified Communication Manager can hang up and
subsequently be called back when an agent is close to becoming available (preemptive callback).
D. Courtesy Callback does not change the time a customer must wait to be connected to an agent.
E. If the caller decides to be called back by the system, they leave their name and the time they
want to be callback.
F. You can schedule a callback for a specific time.
G. Courtesy Callback is supported only with Cisco Voice Gateway.
H. Courtesy Callback is not allowed with Agent Request API.
Answer: A,D,G
Explanation:
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Cisco 600-455 Exam

QUESTION NO: 46
The Cisco Finesse supervisor features extend the agent desktop with additional gadgets. Which
three additional features are provided? (Choose three.)
A. team performance gadget to view agent status
B. queue statistics gadget to view queue (skill group) statistics for the supervisor's queues
C. Cisco Unified Communications Manager Remote Silent Monitoring
D. barge-in and intercept
E. gadget to park calls
F. transcoder gadget for recording
Answer: A,B,D
Explanation:

QUESTION NO: 47
The Cisco Finesse in a Cisco Unified Contact Center Enterprise deployment includes the Tomcat
service. Which three applications does the Tomcat service contain? (Choose three.)
A. Finesse desktop application
B. Finesse REST API
C. Finesse VXML applications
D. Finesse HTTP server
E. Finesse administration application
F. Finesse CTI Object application
Answer: A,B,E
Explanation:

QUESTION NO: 48
Which four functional limitations are Whisper Announcements subject to? (Choose four.)
A. Announcements do not play for outbound calls made by an agent.
B. For a Whisper Announcement to work with agent-to-agent calls, use the SendToVRU or
TranslationRouteToVRU node after you send the call to the agent.
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Cisco 600-455 Exam

C. Announcements do not play when the router selects the agent through a label node.
D. CVP Transfers do not support Whisper Announcements.
E. Whisper Announcements do not support Silent Monitoring.
F. Only one announcement can play for each call.
G. While an announcement plays, you cannot put the call on hold, transfer, or conference; release
the call; or request supervisor assistance.
H. Whisper Announcements are not supported in a Mobile Agent deployment.
Answer: A,C,F,G
Explanation:

QUESTION NO: 49
In Cisco Finesse 10.0(x), a supervisor has the capability to Monitor, Intercept, and Barge an agent
call. Under which condition can a supervisor successfully intercept the call?
A. after a supervisor has started monitoring a call
B. after a supervisor has barged into a call
C. after a supervisor has selected a talking agent for monitoring
D. after a supervisor has conferenced into a call
E. after a supervisor has transferred the call
Answer: B
Explanation:

QUESTION NO: 50
Refer to the exhibit.

In a Cisco Finesse 10.0(x) deployment, in Supervisor Gadget under the Queue Statistics pane,
which option describes what the Other column represents?
A. number of agents assigned to the queue who are on inbound calls
B. number of calls handled by the agents associated with that queue
C. number of agents assigned to the queue who are on outbound calls
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Cisco 600-455 Exam

D. number of agents assigned to the queue who are on internal consult calls
E. number of agents assigned to the other queues
Answer: D
Explanation:

QUESTION NO: 51
In Cisco Finesse, which two workflow action types can be configured via the administration page?
(Choose two.)
A. Agent Notification
B. Browser Pop
C. Timer Action
D. HTTP Request
E. Run Macro
Answer: B,E
Explanation:

QUESTION NO: 52
Which Cisco Unified Customer Voice Portal Call Studio scripts are allowed to be modified for the
Courtesy Callback feature?
A. BillingQueue, Callback Engine, CallbackEntry, CallbackQueue, CallbackWait
B. Billing, Callback Engine, CallbackEntry, CallbackQueue, CallbackWait
C. BillingQueue, Callback Engine, CallbackEntry, CallbackBilling, CallbackWait
D. BillingQueue, CallbackEntry, CallbackWait
E. BillingQueue, Callback Engine, CallbackEntry
F. Billing, CallbackEntry, CallbackWait
Answer: D
Explanation:

QUESTION NO: 53
Which statement about using agent targeting rules in Cisco Unified Contact Center Enterprise is
true?
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Cisco 600-455 Exam

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.
Answer: C
Explanation:

QUESTION NO: 54
Refer to the exhibit.

Which includes three inbound call flows with their respective average handle times. The
deployment includes Cisco Unified Contact Center Enterprise, Cisco Unified Customer Voice
Portal, Cisco Unified Communication Manager, and Cisco Unified Border Element. The customer
needs to record all agent conversations with callers. What is the minimum average handle time
needed to determine how many recording ports are required?
A. 290.0 seconds
B. 259.5 seconds
C. 146.9 seconds
D. 117.5 seconds
Answer: C
Explanation:

QUESTION NO: 55
Erlang calculations are used to size contact center resources. Which two resources are sized by
using Erlang-B? (Choose two.)
A. agents

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Cisco 600-455 Exam

B. IVR ports
C. PSTN gateway trunks
D. reporting ports
Answer: B,C
Explanation:

QUESTION NO: 56
Which two options are the maximum number of concurrent reports supported with the Packaged
CCE Data Server Release 10.5? (Choose two.)
A. 100 concurrent Real-time reports
B. 400 concurrent Real-time reports
C. 800 concurrent Real-time reports
D. 50 concurrent Historical reports
E. 100 concurrent Historical reports
F. 200 concurrent Historical reports
Answer: B,F
Explanation:

QUESTION NO: 57
Cisco Unified Contact Center Enterprise uses Cisco Unified Customer Voice Portal in
comprehensive mode. The customer estimates the peak inbound traffic to be 20 CPS, and that
they have 10% transfer calls and 10% Courtesy Callback. They need to deploy SIP proxy. How
many minimum SIP invites should be used to size the SIP proxy?
A. 24 invites/sec
B. 88 invites/sec
C. 96 invites/sec
D. 22 invites/sec
Answer: B
Explanation:

QUESTION NO: 58

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Cisco 600-455 Exam

In Cisco Unified Contact Center Enterprise Outbound option with SIP Dialer, which two campaign
modes require a dialer port to place a call? (Choose two.)
A. Direct Preview dialing mode
B. Progressive dialing mode
C. Predictive dialing mode
D. Transfer to IVR dialing mode
E. Courtesy Callback Dialing mode
Answer: B,C
Explanation:

QUESTION NO: 59
With Cisco Unified Contact Center Enterprise, what is the maximum number of skill groups in a
Cisco Finesse Queue gadget?
A. 100
B. 15
C. 50
D. 20
Answer: C
Explanation:

QUESTION NO: 60
Which option describes the impact of co-loading the Cisco Unified Outbound SIP Dialer on the
same servers as the agent peripheral gateway in the Cisco Unified Contact Center Enterprise?
A. Cisco Unified Outbound Dialer does not reduce agent capacity on the peripheral gateway
server.
B. Cisco Unified Outbound Dialer reduces agent capacity by a factor of foureach outbound port
is equivalent to four agents on the peripheral gateway.
C. Cisco Unified Outbound Dialer reduces agent capacity by a factor of 1.33each outbound port
is equivalent to 1.33 agents on the peripheral gateway.
D. Cisco Unified Outbound Dialer reduces agent capacity by a factor of 15each outbound port is
equivalent to 15 agents on the peripheral gateway.
Answer: C

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Cisco 600-455 Exam

Explanation:

QUESTION NO: 61
A customer has a remote site with 100 agents, and the remote site only has SRST for E.911. 50%
of the supervisors are located at HQ where the data center is. The agents to supervisor ratio is
10%. The customer requires that supervisors from any remote site can record and silent monitor
active calls. With BW design consideration, how many minimum RTP streams are needed
between the data center and agent remote sites?
A. 300 RTP streams
B. 150 RTP streams
C. 110 RTP streams
D. 120 RTP streams
Answer: C
Explanation:

QUESTION NO: 62
Which four items are factors of bandwidth requirements for the visible network connection
between the Cisco Unified Contact Center Enterprise Agent Peripheral Gateway and the call
router? (Choose four.)
A. busy hour call attempts
B. number of skill groups per agent
C. number of agents
D. number of call types
E. percent of traffic with Courtesy Callback
F. number of call and ECC variables
G. number of concurrent real-time reports
H. percent of traffic requires Agent Greeting
I. percent of traffic requires Whisper Announcements
Answer: A,B,C,F
Explanation:

QUESTION NO: 63
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Cisco 600-455 Exam

Which VMware feature is supported for use with Cisco Unified Contact Center Enterprise?
A. VMware vMotion
B. VMware distributed vSwitch
C. VMware consolidated backup
D. VMware snapshots
E. vDisk thick provisioning
Answer: E
Explanation:

QUESTION NO: 64
Which two statements about a Contact Center Enterprise solution in virtualized environment are
true? (Choose two.)
A. UCS B/C series NIC teaming is supported.
B. 10/100 NIC speeds are supported.
C. Gigabit Ethernet Auto Negotiation is optional for NIC and switch.
D. 802.1Q uplinks to VMware hosts must not be configured for host/edge spanning-tree
forwarding.
Answer: A,C
Explanation:

QUESTION NO: 65
In Cisco Finesse 10.0(x), which VM network adapter type removes the requirement to disable the
LRO feature on the VM host?
A. Vlance network adapter type
B. Flexible VM network adapter type
C. E1000 network adapter type
D. VMXNET network adapter type
E. VMXNET3 network adapter type
Answer: C
Explanation:

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Cisco 600-455 Exam

QUESTION NO: 66

Refer to the exhibit. Which option describes Cisco Unified CCE on the UCS B Fabric
Interconnection pair to the upstream network connectivity?
A. Have a straight links scheme from the UCS B FI pair to the upstream Layer 2 switches as
shown in Figure 1-1.
B. Have a cross-connect links scheme from the UCS B FI pair to the upstream Layer 2 switches
as shown in Figure 1-2.
C. Any of the design options can be deployed with Cisco Unified CCE, but only one of those two
options can be deployed within the entire solution.
D. Both design options can be deployed with Cisco Unified CCE and you can include both design
options within the solution.
Answer: B
Explanation:

QUESTION NO: 67
You deploy Cisco Unified Contact Center Enterprise on a Cisco UCS C-Series Server and Unified
Contact Center Enterprise is split over WAN with a dedicated WAN circuit for United CCE private
traffic. Which two statements about QoS are true? (Choose two.)
A. You disable QoS because it is not needed, and the Cisco UCS C-Series Server includes
multiple NICs and dedicated NICs for certain VM traffic environment.
B. You enable QoS for United CCE on Cisco UCS C-Series VMware-based environment.
C. You disable QoS for United CCE on Cisco UCS B-Series VMware-based environment.
D. You enable QoS for United CCE on Cisco UCS B-Series VMware-based environment.

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Cisco 600-455 Exam

E. You enable QoS only for United CCE on third-party spec-based, VMware-based environment.
Answer: B,D
Explanation:

QUESTION NO: 68
Which setup is correct when you configure Cisco UCS B-Series VICs (M81KR/12xx VICs) for
Cisco Unified Contact Center Enterprise on Cisco UCS B-Series deployments?
A. Enable Fabric Failover as an extra redundancy measure so that traffic from the UCS B-Series
blade has the HA paths. (Both FI-A and FI-B paths are used in a failover scheme.)
B. Disable the Fabric Failover option.
C. Disregard this option because either mode is fine with Cisco Unified CCE on UCS B-Series
deployments.
D. Enable this Fabric Failover when the connected upstream network is operating in a Common
Layer 2 domain.
E. Disable this Fabric Failover when the connected upstream network is operating in a Disjointed
Layer 2 domain.
Answer: B
Explanation:

QUESTION NO: 69
Which statement about when you deploy Cisco Unified CCE on UCS B/C Tested Reference
Design TRC servers where each physical CPU core is mapped 1-1 with a vCPU is true?
A. You can overload/over-subscribe the vCPU/cores on the UCS servers as long as you do not
over-subscribe the computing resources in MHz on each server host.
B. You cannot overload/over-subscribe the vCPU/cores on the UCS servers even if you do not
over-subscribe the computing resources in MHz on each server host.
C. You can overload/over-subscribe the vCPU/cores on the UCS servers as long as the memory
reservations are within 80% of the available memory of the host.
D. You can overload/over-subscribe the vCPU/cores on the UCS servers as long as the total CPU
reservations are within 65 percent of the available CPU of the host (there is spare room in CPU
computing resources).
Answer: B
Explanation:

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Cisco 600-455 Exam

QUESTION NO: 70
When you deploy Cisco Unified CCE on Cisco UCS C-Series Servers, which statement about the
connectivity of the upstream switches is true?
A. You can connect the Cisco UCS C-Series Servers to stacked Layer 2 switches (having multiple
Layer 2 switches for HA but in a stackable configuration).
B. You can connect to two or more Layer 2 upstream switches.
C. You can connect to only one Layer 2 upstream switch per Cisco UCS C-Series Server.
D. Cisco UCS C-Series Server does not support Layer 2 upstream switches.
Answer: B

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