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The Cisco 500-440 test is a certification exam that helps individuals to prove their knowledge about intelligent call routing, multichannel contact management, and computer telephony integration using an IP network. If you are interested in pursuing a career within enterprise-level contact centers utilizing the Cisco Unified Contact Center Enterprise solution, you must take this exam. Moreover, it will allow you to gain the relevant Cisco Unified Contact Center Enterprise Specialist certification.
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Cisco 500-440 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center | 23% | - Agent target rules and impact on CCE solution - Whisper Announcement functionality and call flow - Cisco Finesse workflow - Impact of re-qualify call node in Cisco Unified ICM script - Call type usage within Cisco Unified ICM - Cisco Finesse features and third-party gadgets - Design for administrative workstations in geographically separated data centers - Post Call Survey functionality and call flow - Courtesy Call back functionality and call flow - Cisco Unified Border Element and SIP proxy functionality |
| Topic 2: Virtualization Environment for Contact Center Resources and CCE Components | 11% | - Design considerations for Cisco Unified CCE on UCS C-Series - NIC configuration considerations in virtualization - Cisco Unified Computing System B-Series interconnect and uplink - Design considerations for upstream IP switches - VMware supported features |
| Topic 3: Sizing Process for Contact Center Resources and CCE Components | 13% | - Erlang calculations in sizing - Sizing inputs (agent talk time, queue time, wrap-up time) - Packaged CCE capacity considerations - Factors for sizing Unified CCE components and bandwidth - Sizing considerations for SIP proxy methods |
| Topic 4: Design Considerations for Cisco Unified Communications Manager in a CCE Solution | 11% | - Cluster over the WAN considerations for CUCM - CUCM options for transfer calls involving SIP trunks - Maintaining end-to-end reporting for transferred calls - CUCM requirements for Unified Mobile Agent - Impact of multiline automatic call distributor in CCE - CUCM originated calls to CVP - CUCM redundancy options for centralized deployment |
| Topic 5: Features and Functionality of the Cisco Unified CCE Solution | 23% | - Role of Cisco Unified Communications Manager - Role of CTI in Cisco Unified CCE - Role of congestion control - High priority traffic in Cisco Unified ICM - Cisco Outbound Option - Role of Cisco Unified Customer Voice Portal (CVP) - Role of voice gateways and SIP proxy - Role of Cisco Unified Intelligent Contact Management (Unified ICM) - Precision routing methods - Cisco Unified Mobile Agent role - Security methods and impact on capacity |
| Topic 6: Network Design Considerations for Cisco Unified CCE | 19% | - Factors impacting Cisco Unified Intelligence Center bandwidth usage - Network requirements for Unified ICM visible/private connections - High-availability options of CCE components - Test Other Side method in Unified ICM - Quality of service usage within CCE - Failure scenarios with geographically separated deployments - Basic deployment models (single-site, multisite centralized, multisite distributed) - Cisco Finesse failover scenarios - Network requirements for Clustering over the WAN (CoW) |

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