Cisco Unified Contact Center Enterprise (UCCE): Ip Communications) (IP Communications by Gary Ford
This book is a great guide for the candidates who are preparing for the Cisco 500-440 exam because it integrates the multiple components that help you learn a wide spectrum of business requirements. You will also get knowledge about application configuration, scripting, dial plans, reporting, IVR, and metrics using the UCCE systems. The candidates who prepare for the Cisco test using this edition will get great help in understanding the Cisco Contact Center Product portfolio and the clustered deployment model. Thus, this book can ultimately aid you in designing, implementing, and delivering the CM/IP and IVR solutions and allow you to effectively maintain UCCE deployments. Moreover, the candidates who already have knowledge of Cisco master the best practices for the call flow scripting and other mandatory topics covered in the actual exam including:
- Insights covering hosted and enterprise versions of UCCE;
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In other words, this book not only talks about the effective maintenance and deployment of UCCE solution but also inform you how to manage the UCCE databases and deliver the effective IVR solutions. You will also be able to identify the best practice for troubleshooting and mastering the Cisco Diagnostic tools after reading this book. It is a complete guide for you to prepare for the Cisco 500-440 exam. Just grab this edition from Amazon and be ready to ace the official test and achieve the Cisco UCCE Specialist certification.
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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 |
|---|---|---|
| Features and Functionality of the Cisco Unified CCE Solution | 23% | - High priority traffic in Cisco Unified ICM - Precision routing methods - Role of Cisco Unified Communications Manager - Role of CTI in Cisco Unified CCE - Role of Cisco Unified Intelligent Contact Management (Unified ICM) - Role of Cisco Unified Customer Voice Portal (CVP) - Cisco Outbound Option - Role of voice gateways and SIP proxy - Cisco Unified Mobile Agent role - Role of congestion control - Security methods and impact on capacity |
| 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) - Factors for sizing Unified CCE components and bandwidth - Erlang calculations in sizing - Packaged CCE capacity considerations |
| 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 - Agent target rules and impact on CCE solution - Cisco Unified Border Element and SIP proxy functionality - 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 - Impact of re-qualify call node in Cisco Unified ICM script - Courtesy Call back functionality and call flow |
| Network Design Considerations for Cisco Unified CCE | 19% | - High-availability options of CCE components - Basic deployment models (single-site, multisite centralized, multisite distributed) - Quality of service usage within CCE - Network requirements for Unified ICM visible/private connections - Cisco Finesse failover scenarios - Test Other Side method in Unified ICM - Factors impacting Cisco Unified Intelligence Center bandwidth usage - Failure scenarios with geographically separated deployments - Network requirements for Clustering over the WAN (CoW) |
| Virtualization Environment for Contact Center Resources and CCE Components | 11% | - Design considerations for Cisco Unified CCE on UCS C-Series - Design considerations for upstream IP switches - NIC configuration considerations in virtualization - VMware supported features - Cisco Unified Computing System B-Series interconnect and uplink |
| Design Considerations for Cisco Unified Communications Manager in a CCE Solution | 11% | - CUCM originated calls to CVP - Cluster over the WAN considerations for CUCM - CUCM options for transfer calls involving SIP trunks - CUCM requirements for Unified Mobile Agent - CUCM redundancy options for centralized deployment - Maintaining end-to-end reporting for transferred calls - Impact of multiline automatic call distributor in CCE |
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