500-440 Practice Questions
Prepare for 500-440 with more than an answer.
- Exam fee
- $300 USD
- Level
- Specialist
- Valid for
- 3 years
Domains covered on the exam 6
- Describe the Features and Functionality of the Cisco Unified CCE Solution23%
- Identify the Design Considerations for Cisco Unified Communications Manager in a Cisco Unified CCE Solution11%
- Identify the Network Design Considerations in a Cisco Unified CCE Solution19%
- Identify the Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center23%
- Describe the Sizing Process for Contact Center Resources and Cisco Unified CCE Components13%
- Describe the Virtualization Environment for Contact Center Resources and Cisco Unified CCE Components11%
- 1
When designing the integration between Cisco Unified Communications Manager (CUCM) and Cisco Unified Customer Voice Portal (CVP) for a comprehensive call flow, which SIP Trunk configuration is critical to ensure that calls can be transferred to an agent and then subsequently retrieved by the CVP for post-call surveys?
Show answer details
Correct answer: D
For CVP to maintain control and retrieve the call (e.g., for surveys), the call signaling must loop through CVP. However, the specific setting for transfers often involves SIP REFER. The key here is usually the Rerouting Calling Search Space (CSS) on the SIP trunk, which allows the CVP (acting as a transfer initiator via REFER) to send the call to the target agent.
- 2
A UCCE administrator is configuring the 'Congestion Control' settings in the ICM Router. Which three conditions are valid triggers that can initiate congestion control strategies to throttle incoming traffic? (Select THREE)
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Correct answer: A, C, D
CPS is a primary metric for congestion.
CPU utilization is a standard health metric for congestion control.
Memory availability is a critical resource trigger.
- 3
In a Cisco Unified CCE deployment using Cisco Finesse, what is the primary function of the Cisco Finesse Notification Service, and which protocol does it use to communicate with the agent desktop?
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Correct answer: A
Cisco Finesse uses XMPP (via BOSH or WebSockets) to push real-time events (like call arrival, state changes) to the browser-based desktop. The REST API is used for requests (commands), but Notification Service uses XMPP.
- 4
A design engineer is configuring the bandwidth calculations for a UCCE solution that uses the G.711 codec. When sizing the WAN bandwidth for the private network connection between the Central Controllers, which factor contributes most significantly to the bandwidth requirement?
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Correct answer: B
For the Private Network (synchronization between sides), the bandwidth is driven by the state transfer of calls. High BHCA means more state changes. Large ECC variables (context data) significantly increase the packet size for each state change message.
- 5
Case Study:
Scenario
A travel agency is implementing a Courtesy Callback feature using Cisco CVP. The business requirement is that customers should not lose their place in the queue after choosing a callback.Technical Constraint
The system is currently experiencing high port utilization on the VXML Gateways during peak hours.Design Question
Which design approach ensures the callback functionality works without permanently consuming a VXML port while the customer waits offline?Show answer details
Correct answer: B
The correct design for Courtesy Callback is to disconnect the caller (freeing up the VXML port and PSTN trunk) while maintaining a 'virtual' placeholder in the ICM queue. When the agent becomes available, ICM triggers an outbound call to the customer via CVP.
- 6
Which three features or functionalities does Cisco Unified Communications Manager provide for Cisco Unified CCE and Cisco Unified Customer Voice Portal?(Choose three.) A.transfer call routing from agent to agentB.CTI data on Cisco Agent Desktop screen popC.Courtesy CallbackD.Cisco Mobile AgentsE.Cisco Extension Mobility for agentsF.call queuing
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Correct answer: A, D, E
- 7
Which three features does Cisco Unified Border Element provide when Cisco Unified CCE and Cisco Unified Customer Voice Portal are used? (Choose three.) A.Silent Monitor inbound voice callsB.secure communication using flow around modeC.NAT for address hidingD.normalize SIP messages using SIP profilesE.record calls by forking the media using build-in-bridgeF.demarcation point between networks
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Correct answer: C, D, F
- 8
Which three options are valid when Cisco Unified Customer Voice Portal comprehensive call flow and survivability service handles SIP REFER? (Choose three.) A.SIP REFER label and SigDigitsB.SIP REFER with ICM router requeryC.SIP REFER with ICM script Send To VRU nodeD.SIP REFER with custom SIP headerE.SIP REFER with routing label "rfxxxx" and standalone Cisco Unified CVP with ICM Lookup labelF.SIP REFER with ECC variable user.sip.transfer
Show answer details
Correct answer: A, C, D
