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Cisco 500-440 Exam Certification Details:
| Sample Questions | Cisco 500-440 Sample Questions |
| Number of Questions | 65-75 |
| Passing Score | Variable (750-850 / 1000 Approx.) |
| Duration | 75 minutes |
| Exam Price | $300 USD |
| Exam Name | Designing Cisco Unified Contact Center Enterprise |
| Recommended Training | Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1) 2.0 Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) 2.0 Deploying Cisco Unified Contact Center Enterprise (DUCCE) 2.0 |
| Exam Registration | PEARSON VUE |
| Exam Code | 500-440 UCCED |
What Are the Topics Covered in Cisco 500-440 Exam?
In order to ace the Cisco 500-440 exam, you have to master the following topics including how to:
- Identify Network Design Considerations in a Cisco Unified CCE solution (19%)
- Classify the design considerations for Cisco Unified Communications Manager in Cisco UCCE solutions (11%)
- Describe the features and functionalities of Cisco Unified CCE solutions (23%)
- Describe virtualization environment for contact center resources and Cisco Unified CCE components (11%)
- Define the sizing process for Contact Center Resources and Cisco Unified CCE components (13%)
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Cisco 500-440 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Network Design Considerations for Cisco Unified CCE | 19% | - High-availability options of CCE components - Network requirements for Clustering over the WAN (CoW) - Test Other Side method in Unified ICM - Cisco Finesse failover scenarios - Factors impacting Cisco Unified Intelligence Center bandwidth usage - Network requirements for Unified ICM visible/private connections - Quality of service usage within CCE - Basic deployment models (single-site, multisite centralized, multisite distributed) - Failure scenarios with geographically separated deployments |
| Topic 2: Design Considerations for Cisco Unified Communications Manager in a CCE Solution | 11% | - Impact of multiline automatic call distributor in CCE - CUCM options for transfer calls involving SIP trunks - Cluster over the WAN considerations for CUCM - CUCM redundancy options for centralized deployment - CUCM originated calls to CVP - Maintaining end-to-end reporting for transferred calls - CUCM requirements for Unified Mobile Agent |
| Topic 3: Virtualization Environment for Contact Center Resources and CCE Components | 11% | - Design considerations for Cisco Unified CCE on UCS C-Series - VMware supported features - Cisco Unified Computing System B-Series interconnect and uplink - Design considerations for upstream IP switches - NIC configuration considerations in virtualization |
| Topic 4: Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center | 23% | - Whisper Announcement functionality and call flow - Call type usage within Cisco Unified ICM - Post Call Survey functionality and call flow - Agent target rules and impact on CCE solution - Impact of re-qualify call node in Cisco Unified ICM script - Courtesy Call back functionality and call flow - Cisco Finesse features and third-party gadgets - Design for administrative workstations in geographically separated data centers - Cisco Finesse workflow - Cisco Unified Border Element and SIP proxy functionality |
| Topic 5: Features and Functionality of the Cisco Unified CCE Solution | 23% | - Role of Cisco Unified Communications Manager - Cisco Outbound Option - Role of Cisco Unified Intelligent Contact Management (Unified ICM) - Role of CTI in Cisco Unified CCE - Cisco Unified Mobile Agent role - Role of Cisco Unified Customer Voice Portal (CVP) - Role of voice gateways and SIP proxy - Security methods and impact on capacity - High priority traffic in Cisco Unified ICM - Precision routing methods - Role of congestion control |
| Topic 6: Sizing Process for Contact Center Resources and CCE Components | 13% | - Erlang calculations in sizing - Packaged CCE capacity considerations - Sizing considerations for SIP proxy methods - Factors for sizing Unified CCE components and bandwidth - Sizing inputs (agent talk time, queue time, wrap-up time) |
