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3rd Party SIP Phones are not supported as contact center agent phones
793x is not supported in 8.5(x)
IP Communicator is not supported with Cisco Agent Desktop (CAD) IP Phone Agent
Which UCCE component cannot be virtualized?
The following deployments and Unified CCE components have not been qualified and are not supported in virtualization:
Progger (a Router, a Logger, and a Peripheral Gateway); this all-in-one deployment configuration is not scalable in a virtualization environment. Instead, use the Rogger or Router/Logger VM deployment configuration.
Unified CCH
Unified ICMH
Outbound Option with SCCP Dialer
WebView Server
Expert Advisor
Remote Silent Monitoring (RSM)
Span based Silent Monitoring on UCS B-series chassis
Cisco Unified CRM Connector
IPsec. UCS does not support IPsec off-board processing, therefore IPsec is not supported in virtualization.
Hardware Requirements for Unified CCE Virtualized Systems
Requirements for Cisco Unified CCE systems using UCS B200 or C210 hardware are located in the Unified Computing System Hardware.
For UCS C210, Unified CCE supports only the model (UCS-C210-VCD2) with a specific HDS Virtual Machine (VM) coresidence/population rule. See Sample CCE Deployments
Unified CCE supports MCS-7845-I3-CCE2 with virtualization. For a list of supported virtualized components on MCS servers, see the Hardware and System Software Specification (Bill of Materials) for Cisco Unified ICM/Contact Center Enterprise and Hosted, Release, 8.0(x). Unified CCE does not support UCS C200.
-15 minute reporting. Is it enabled by default? Has to be enabled explicitally? etc..
-ERLANG B/C how they differ? (Erlang B doesn't include the queuing calculation)
-Which is the user other than Agent that doesn't exists in AD? (Which I don't know)
-Silent monitoring, difference between CTIOS silent monitoring and CUCM silent monitoring
-When installed virtualized does ICM support the WAN redundancy?
-Multiline ACD: which phones are supported?
-In the current Webview included in 8.x what reports are still active (only real-time / real-time + historical etc..)
-Which environment supports TLS? C++ CIL, JAva CIL, .Net CIL, CTIOs, CAD
There was a question which i knew (i worked 3 years with parent / child) and there were no correct answers. The question was something like: in a parent/child environment where the call enters at Parent, where the Service/Service Level reporting can be taken?
Answers were:
- Parent at Agent level
- Parent at Skill Group level
- Child at Call Type level
- Child at skill group level
Since the right answer would be "Parent at Call Type level", there were no correct answers.
There was a question about the "Capacity tool" which is an old tool, no longer supported (it doesn't even work any more): http://www.cisco.com/cgi-bin/CT/PGWCT/ct.cgi.
Alexx, since you have just given the exam, if you remeber more specifically how these questions are fomulated and which where the proposed answers, it could be very helpful! Thank you.
Also, see the topics from AhmedSalah and edima listed below (thank you, really helpful!).
5 questions about multiline ACD (features not supported of CUCM, how many lines personal/ACD...)
- Supported UCCE terminals
- Active Directory Groups capabilities on ICM tools and components
- How many MR PG are needed to make the Outbound option redundant
- VMWare Version supported on UCS server (ESX / ESXi)
- Differences between CTIOS and CAD (agent reskill, silent monitoring etc..)
- Remote Agent silent monitoring (what are the needs? 2 cti port, the user must be logged etc..)
- Diagnostic Framework Portico
- Describe in detail the "Sizing tool" vs. the "Capacity tool"
- Many question about the allowed delay on Private link
- How many outbound dialer are supported for each MR PG? What happens with SCCP or SIP Dialer?
- Some questions about the supported / maximum CPS per Dialer (SIP and SCCP)
- Mobile agent sizing (call-by-call and nailed up)
- Which UCCE component cannot be virtualized?
Drag and Drop questions :
1- QoS Bandwidth Calculations , AF31 and AF11 , High , low and Medium .
2- Signaling and it appropriate component ( CCM : MGCP , GateKeeper : H323 , SIP Proxy : SIP .. etc )
3- Database and Tables ( RealTime Tables : Real Time DB , any Termination Call Details : DDS Database , any Half Hours Tables : Historical Database )
New Questions :
1- QoS marking questions : 3 questions
2- Mobile Agent and its effect on Agent PG capacity : about 6-7 agents .
3- Mutli-line ACD consideration : 2 questions .
4- UCS HW plateform and its support for ESXi and ESX technology : 1 question
5- Clustering Over WAN considerations : 3 questions ( Failure of Nodes .. and etc ) .
6- Phones Model not support in CCE which I don’t know .
7- Pass4Sure has about 40 – 50 % of questions