500-440 Online Practice Questions and Answers

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

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

G. VRU peripheral gateway

When using microapps, which core components are required for calls that originate from Cisco 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

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.

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

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

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 four--each outbound port is equivalent to four agents on the peripheral gateway.

C. Cisco Unified Outbound Dialer reduces agent capacity by a factor of 1.33--each outbound port is equivalent to 1.33 agents on the peripheral gateway.

D. Cisco Unified Outbound Dialer reduces agent capacity by a factor of 15--each outbound port is equivalent to 15 agents on the peripheral gateway.

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

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

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

D. number of agents assigned to the queue who are on internal consult calls