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Implementing and Supporting Cisco Unified Contact Center Enterprise

Exam Number:600-460 UCCEIS
Associated Certifications:Cisco Unified Contact Center Enterprise Specialist
Duration:75 minutes (65-75 questions)
Available Languages:English

Description
This exam tests a candidate's knowledge of installing and deploying Cisco Unified Contact Center Enterprise (Cisco Unified CCE) solutions. Cisco Unified CCE is part of the Cisco Unified Communications application suite, which delivers intelligent call routing, network-to-desktop computer telephony integration (CTI), and multichannel contact management to contact center agents over an IP network. Skills assessed include install, setup, configure, and troubleshoot the solution.

Exam Topics
The exam is closed book and no outside reference materials are allowed. The following topics are general guidelines for the content that is likely to be included on the practical exam. However, other related topics may also appear on any specific delivery of the exam. In order to better reflect the contents of the exam and for clarity purposes, the following guidelines may change at any time without notice.

14%     1.0   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

21%     2.0   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

18%     3.0   Describe the Call Flow Scripting Process in Cisco Unified ICM and Cisco Unified CVP  for the Cisco Unified Contact Center Enterprise Solution

16%     4.0   Understanding Cisco Unified CCE Tools  Including Cisco Unified ICM, Cisco Unified CVP,  Cisco Unified IC, and Cisco Finesse Tools

11%     5.0   Identify Cisco Unified ICM, Cisco Unified  CVP, and Cisco Finesse

  7%     6.0   Understanding Cisco Unified CCE Agent  Supervision Issues and Considerations

13%     7.0   Understanding Cisco Unified CCE Solution Call Flow Issues and Considerations

Recommended Training
The following courses are the recommended training for this exam.

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
Courses listed are offered by Cisco Learning Partners-the only authorized source for Cisco IT training delivered exclusively by Certified Cisco Instructors. Check the List of Learning Partners for a Cisco Learning Partner nearest you.

Additional Resources
A variety of Cisco Press titles may be available for this exam. These titles can be purchased through the Cisco Marketplace Bookstore, directly from Cisco Press.