Cisco 500-450 Exam Topics
Implementing and Supporting Cisco Unified Contact Center Enterprise
Total Questions: 70What is Included in the Cisco 500-450 Exam?
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Cisco 500-450 Exam Overview :
| Exam Name | Implementing and Supporting Cisco Unified Contact Center Enterprise |
| Exam Code | 500-450 |
| Actual Exam Duration | 75 minutes |
| Expected no. of Questions in Actual Exam | 75 |
| Exam Registration Price | $300 |
| Official Information | https://www.cisco.com/c/en/us/training-events/training-certifications/exams/current-list/specialist-ucceis.html |
| See Expected Questions | Cisco 500-450 Expected Questions in Actual Exam |
| Take Self-Assessment | Use Cisco 500-450 Practice Test to Assess your preparation - Save Time and Reduce Chances of Failure |
Cisco 500-450 Exam Topics :
| Section | Weight | Objectives |
|---|---|---|
| Describe the Fault Tolerant Characteristics of the Cisco Unified Contact Center Enterprise Solution including Cisco Unified Customer Voice Portal, Cisco Unified Intelligence Center, and Cisco Finesse | 14% | - Explain the fault-tolerant integration of Cisco Unified Customer Voice Portal in the Cisco Unified CCE solution - Explain what Cisco Unified ICM router key is - Describe the steps required for Cisco Finesse configuration updates - Describe the internal communications between Cisco Unified ICM components - Describe the requirements for Cisco Unified ICM heartbeats - Describe the synchronization between Cisco Unified ICM components - Describe the considerations for upgrading one or more components of the Cisco Unified CCE solution - Describe the impact of a network failure in the Cisco Unified CCE solution - Explain how the Cisco (Unified ICM) call routing script can detect and route around failed system components of the Cisco Unified CCE solution |
| Describe the Installation Process for ICM Components of the Cisco Unified Contact Center Enterprise Solution including Cisco Unified CVP, Cisco Unified IC, and Cisco Finesse | 21% | - Describe the configuration elements for Cisco Unified CVP that is required in Unified ICM - Describe the install and setup for SIP dialer and voice gateways - Describe the Cisco Unified Intelligence Center requirements using virtualization environment - Explain the configuration roles for agent teams - Describe the install and configuration requirements for Cisco Finesse - Describe the configuration limits for Packaged CCE - Describe the configuration requirements for voice gateway used in Packed CCE deployment - Explain the required configuration to use significant digits - Explain the required software to install and setup VMware Hypervisor - Describe the configuration options required to enable the Outbound option in the Cisco Unified ICM - Describe the role of the Cisco Unified ICM Domain Manager tool - Describe the Unified ICM routing clients |
| Describe the Call Flow Scripting Process in Cisco Unified ICM and Cisco Unified CVP for the Cisco Unified Contact Center Enterprise Solution | 18% | - Describe the precision queue scripting consideration - Describe the Extended Call Context variables with Cisco Unified CVP - Describe the functionality limitation imposed when you use Cisco Unified CVP MicroApp - Describe the elements needed to trigger Cisco Unified ICM script - Describe configuration elements to make VXML gateway part of Cisco Unified CVP deployment - Describe configuration elements needed for post call survey - Describe outbound scripting considerations - Describe the impact that Cisco Unified ICM scripting has on reporting in the Cisco Unified CCE solution - Describe configuration elements needed for sig digits - Explain the options available in Cisco Unified ICM call routing scripts to access external databases for call routing - Describe how MicroApp can capture DTMF |
| Understanding Cisco Unified CCE Tools Including Cisco Unified ICM, Cisco Unified CVP, Cisco Unified IC, and Cisco Finesse Tools | 16% | - Describe the available tools in the Cisco Unified CCE solution to support Cisco Unified Intelligent Contact Management - Describe the available tools in the Cisco Unified CCE solution to support the Cisco Unified Communications Manager - Describe the available tools in the Cisco Unified CCE solution to support the Cisco Unified CVP Customer Response Solutions - Describe the available tools in the Cisco Unified CCE solution to support Cisco Finesse - Describe the available tools in the Cisco Unified CCE solution to support the Cisco Unified Intelligence Center |
| Identify Cisco Unified ICM, Cisco Unified CVP, and Cisco Finesse | 11% | - Identify issues in Cisco Unified CVP log and trace files - Identify issues in Cisco Unified ICM and CTI log and trace files - Identify issues in Cisco Unified Enterprise outbound option log and trace files - Identify issues in Cisco Finesse log and trace files - Identify issues in Cisco Unified Contact Center Enterprise security |
| Understanding Cisco Unified CCE Agent Supervision Issues and Considerations | 7% | - Identify Ring No Answer issues and considerations - Identify Cisco Finesse considerations to avoid agent issues - Understanding Cisco Finesse Administration to avoid agent issues - Identify issues with agents not being able to log into Cisco Unified CCE - Identify issues with agent call behavior |
| Understanding Cisco Unified CCE Agent Supervision Issues and Considerations | 13% | - Identify call flow issues and considerations for the Cisco Unified ICM call routing scripts for inbound and outbound calls - Identify call flow issues for agent transfers in the Cisco Unified CCE solution - Identify call flow issues and considerations for the Cisco Unified CVP scripts - Identify Cisco Unified CVP configuration elements and their purpose - Identify call flow issues and considerations for the VXML gateways - Identify voice quality issues |
Updates in the Cisco 500-450 Exam Topics:
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