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Cisco 500-440 certification exam is a specialized exam designed for professionals in the IT industry who are interested in designing and implementing Cisco Unified Contact Center Enterprise (UCCE) solutions. 500-440 exam is a part of the CCNP Collaboration certification and is intended for professionals who want to enhance their skills in designing and deploying UCCE solutions. Designing Cisco Unified Contact Center Enterprise certification exam covers various topics related to the design, implementation, and management of UCCE solutions and is essential for IT professionals who want to demonstrate their expertise in this field.
The Cisco 500-440 exam is aimed at providing the candidates with a better understanding of the architecture, design, and deployment of CCE solutions. Cisco Unified Contact Center Enterprise is a powerful tool that channelizes customer interactions across various channels, providing excellent customer experience. A Cisco-certified UCCED professional has the necessary skills to design and manage the Cisco Contact Center Enterprise solution, ensuring that the contact center meets customers' ever-changing needs.
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Cisco 500-440 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Design Considerations for Cisco Unified Communications Manager in a CCE Solution | 11% | - CUCM redundancy options for centralized deployment - CUCM originated calls to CVP - Maintaining end-to-end reporting for transferred calls - Cluster over the WAN considerations for CUCM - CUCM requirements for Unified Mobile Agent - Impact of multiline automatic call distributor in CCE - CUCM options for transfer calls involving SIP trunks |
| Sizing Process for Contact Center Resources and CCE Components | 13% | - Sizing inputs (agent talk time, queue time, wrap-up time) - Packaged CCE capacity considerations - Factors for sizing Unified CCE components and bandwidth - Erlang calculations in sizing - Sizing considerations for SIP proxy methods |
| Features and Functionality of the Cisco Unified CCE Solution | 23% | - Role of Cisco Unified Communications Manager - Role of voice gateways and SIP proxy - Cisco Unified Mobile Agent role - Security methods and impact on capacity - Role of congestion control - Role of CTI in Cisco Unified CCE - Role of Cisco Unified Intelligent Contact Management (Unified ICM) - High priority traffic in Cisco Unified ICM - Role of Cisco Unified Customer Voice Portal (CVP) - Precision routing methods - Cisco Outbound Option |
| Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center | 23% | - Cisco Finesse features and third-party gadgets - Courtesy Call back functionality and call flow - Call type usage within Cisco Unified ICM - Cisco Finesse workflow - Cisco Unified Border Element and SIP proxy functionality - Agent target rules and impact on CCE solution - Design for administrative workstations in geographically separated data centers - Whisper Announcement functionality and call flow - Impact of re-qualify call node in Cisco Unified ICM script - Post Call Survey functionality and call flow |
| Virtualization Environment for Contact Center Resources and CCE Components | 11% | - VMware supported features - NIC configuration considerations in virtualization - Design considerations for Cisco Unified CCE on UCS C-Series - Cisco Unified Computing System B-Series interconnect and uplink - Design considerations for upstream IP switches |
| Network Design Considerations for Cisco Unified CCE | 19% | - Basic deployment models (single-site, multisite centralized, multisite distributed) - Network requirements for Clustering over the WAN (CoW) - Cisco Finesse failover scenarios - Quality of service usage within CCE - Failure scenarios with geographically separated deployments - Network requirements for Unified ICM visible/private connections - Test Other Side method in Unified ICM - Factors impacting Cisco Unified Intelligence Center bandwidth usage - High-availability options of CCE components |
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