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Cisco 500-440 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Sizing Process for Contact Center Resources and CCE Components | 13% | - Sizing considerations for SIP proxy methods - Packaged CCE capacity considerations - Sizing inputs (agent talk time, queue time, wrap-up time) - Erlang calculations in sizing - Factors for sizing Unified CCE components and bandwidth |
| Virtualization Environment for Contact Center Resources and CCE Components | 11% | - NIC configuration considerations in virtualization - Cisco Unified Computing System B-Series interconnect and uplink - Design considerations for Cisco Unified CCE on UCS C-Series - Design considerations for upstream IP switches - VMware supported features |
| Network Design Considerations for Cisco Unified CCE | 19% | - Basic deployment models (single-site, multisite centralized, multisite distributed) - Network requirements for Unified ICM visible/private connections - Factors impacting Cisco Unified Intelligence Center bandwidth usage - Test Other Side method in Unified ICM - Quality of service usage within CCE - Failure scenarios with geographically separated deployments - High-availability options of CCE components - Cisco Finesse failover scenarios - Network requirements for Clustering over the WAN (CoW) |
| Design Considerations for Cisco Unified Communications Manager in a CCE Solution | 11% | - CUCM requirements for Unified Mobile Agent - Cluster over the WAN considerations for CUCM - CUCM options for transfer calls involving SIP trunks - CUCM redundancy options for centralized deployment - Impact of multiline automatic call distributor in CCE - Maintaining end-to-end reporting for transferred calls - CUCM originated calls to CVP |
| Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center | 23% | - Courtesy Call back functionality and call flow - Cisco Unified Border Element and SIP proxy functionality - Cisco Finesse features and third-party gadgets - Agent target rules and impact on CCE solution - Call type usage within Cisco Unified ICM - Post Call Survey functionality and call flow - Cisco Finesse workflow - Whisper Announcement functionality and call flow - Impact of re-qualify call node in Cisco Unified ICM script - Design for administrative workstations in geographically separated data centers |
| Features and Functionality of the Cisco Unified CCE Solution | 23% | - High priority traffic in Cisco Unified ICM - Role of Cisco Unified Intelligent Contact Management (Unified ICM) - Role of voice gateways and SIP proxy - Cisco Unified Mobile Agent role - Role of congestion control - Security methods and impact on capacity - Precision routing methods - Role of Cisco Unified Customer Voice Portal (CVP) - Cisco Outbound Option - Role of Cisco Unified Communications Manager - Role of CTI in Cisco Unified CCE |
