What Are the Topics Covered in Cisco 500-440 Exam?
In order to ace the Cisco 500-440 exam, you have to master the following topics including how to:
- Classify the design considerations for Cisco Unified Communications Manager in Cisco UCCE solutions (11%)
- Describe the features and functionalities of Cisco Unified CCE solutions (23%)
- Define the sizing process for Contact Center Resources and Cisco Unified CCE components (13%)
- Describe virtualization environment for contact center resources and Cisco Unified CCE components (11%)
- Identify Network Design Considerations in a Cisco Unified CCE solution (19%)
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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: Sizing Process for Contact Center Resources and CCE Components | 13% | - Sizing inputs (agent talk time, queue time, wrap-up time) - Factors for sizing Unified CCE components and bandwidth - Sizing considerations for SIP proxy methods - Packaged CCE capacity considerations - Erlang calculations in sizing |
| Topic 2: Network Design Considerations for Cisco Unified CCE | 19% | - Network requirements for Clustering over the WAN (CoW) - Test Other Side method in Unified ICM - Cisco Finesse failover scenarios - Network requirements for Unified ICM visible/private connections - Factors impacting Cisco Unified Intelligence Center bandwidth usage - High-availability options of CCE components - Failure scenarios with geographically separated deployments - Quality of service usage within CCE - Basic deployment models (single-site, multisite centralized, multisite distributed) |
| Topic 3: Design Considerations for Cisco Unified Communications Manager in a CCE Solution | 11% | - Maintaining end-to-end reporting for transferred calls - CUCM options for transfer calls involving SIP trunks - CUCM originated calls to CVP - Impact of multiline automatic call distributor in CCE - CUCM redundancy options for centralized deployment - Cluster over the WAN considerations for CUCM - CUCM requirements for Unified Mobile Agent |
| Topic 4: Features and Functionality of the Cisco Unified CCE Solution | 23% | - Role of congestion control - Role of CTI in Cisco Unified CCE - Security methods and impact on capacity - Role of Cisco Unified Intelligent Contact Management (Unified ICM) - Cisco Outbound Option - Precision routing methods - Cisco Unified Mobile Agent role - Role of Cisco Unified Communications Manager - Role of Cisco Unified Customer Voice Portal (CVP) - High priority traffic in Cisco Unified ICM - Role of voice gateways and SIP proxy |
| Topic 5: Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center | 23% | - Cisco Finesse features and third-party gadgets - Cisco Finesse workflow - Design for administrative workstations in geographically separated data centers - Post Call Survey functionality and call flow - Whisper Announcement functionality and call flow - Agent target rules and impact on CCE solution - Courtesy Call back functionality and call flow - Call type usage within Cisco Unified ICM - Cisco Unified Border Element and SIP proxy functionality - Impact of re-qualify call node in Cisco Unified ICM script |
| Topic 6: Virtualization Environment for Contact Center Resources and CCE Components | 11% | - Cisco Unified Computing System B-Series interconnect and uplink - VMware supported features - NIC configuration considerations in virtualization - Design considerations for upstream IP switches - Design considerations for Cisco Unified CCE on UCS C-Series |
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