Cisco 500-450 Exam Topics:
| Section | Weight | Objectives |
|---|---|---|
| Understanding Cisco Unified CCE Agent Supervision Issues and Considerations | 7% | -Identify Ring No Answer issues and considerations -Identify Cisco Finesse considerations to avoid agent issues -Understanding Cisco Finesse Administration to avoid agent issues -Identify issues with agents not being able to log into Cisco Unified CCE -Identify issues with agent call behavior |
| 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 | 14% | -Explain the fault-tolerant integration of Cisco Unified Customer Voice Portal in the Cisco Unified CCE solution -Explain what Cisco Unified ICM router key is -Describe the steps required for Cisco Finesse configuration updates -Describe the internal communications between Cisco Unified ICM components -Describe the requirements for Cisco Unified ICM heartbeats -Describe the synchronization between Cisco Unified ICM components -Describe the considerations for upgrading one or more components of the Cisco Unified CCE solution -Describe the impact of a network failure in the Cisco Unified CCE solution -Explain how the Cisco (Unified ICM) call routing script can detect and route around failed system components of the Cisco Unified CCE solution |
| Identify Cisco Unified ICM, Cisco Unified CVP, and Cisco Finesse | 11% | -Identify issues in Cisco Unified CVP log and trace files -Identify issues in Cisco Unified ICM and CTI log and trace files -Identify issues in Cisco Unified Enterprise outbound option log and trace files -Identify issues in Cisco Finesse log and trace files -Identify issues in Cisco Unified Contact Center Enterprise security |
| Describe the Call Flow Scripting Process in Cisco Unified ICM and Cisco Unified CVP for the Cisco Unified Contact Center Enterprise Solution | 18% | -Describe the precision queue scripting consideration -Describe the Extended Call Context variables with Cisco Unified CVP -Describe the functionality limitation imposed when you use Cisco Unified CVP MicroApp -Describe the elements needed to trigger Cisco Unified ICM script -Describe configuration elements to make VXML gateway part of Cisco Unified CVP deployment -Describe configuration elements needed for post call survey -Describe outbound scripting considerations -Describe the impact that Cisco Unified ICM scripting has on reporting in the Cisco Unified CCE solution -Describe configuration elements needed for sig digits -Explain the options available in Cisco Unified ICM call routing scripts to access external databases for call routing -Describe how MicroApp can capture DTMF |
| 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 | 21% | -Describe the configuration elements for Cisco Unified CVP that is required in Unified ICM -Describe the install and setup for SIP dialer and voice gateways -Describe the Cisco Unified Intelligence Center requirements using virtualization environment -Explain the configuration roles for agent teams -Describe the install and configuration requirements for Cisco Finesse -Describe the configuration limits for Packaged CCE -Describe the configuration requirements for voice gateway used in Packed CCE deployment -Explain the required configuration to use significant digits -Explain the required software to install and setup VMware Hypervisor -Describe the configuration options required to enable the Outbound option in the Cisco Unified ICM -Describe the role of the Cisco Unified ICM Domain Manager tool -Describe the Unified ICM routing clients |
| Understanding Cisco Unified CCE Tools Including Cisco Unified ICM, Cisco Unified CVP, Cisco Unified IC, and Cisco Finesse Tools | 16% | -Describe the available tools in the Cisco Unified CCE solution to support Cisco Unified Intelligent Contact Management -Describe the available tools in the Cisco Unified CCE solution to support the Cisco Unified Communications Manager -Describe the available tools in the Cisco Unified CCE solution to support the Cisco Unified CVP Customer Response Solutions -Describe the available tools in the Cisco Unified CCE solution to support Cisco Finesse -Describe the available tools in the Cisco Unified CCE solution to support the Cisco Unified Intelligence Center |
| Understanding Cisco Unified CCE Agent Supervision Issues and Considerations | 13% | -Identify call flow issues and considerations for the Cisco Unified ICM call routing scripts for inbound and outbound calls -Identify call flow issues for agent transfers in the Cisco Unified CCE solution -Identify call flow issues and considerations for the Cisco Unified CVP scripts -Identify Cisco Unified CVP configuration elements and their purpose -Identify call flow issues and considerations for the VXML gateways -Identify voice quality issues |
Book Recommended For 500-450 Exam Preparation
Cisco Unified Customer Voice Portal: Building Unified Contact Centers (Networking Technology: IP Communications) by Rue Green
This book is a wonderful guide that helps the candidates to learn about deploying Cisco Unified Customer Voice Portal IVRs in the contact center-specific environment alongside deployment best practices, detailed insights for designing CVP's architecture and its components. After reading this edition, you get to know about CVP-based unified solutions, minimizing configuration errors, and reducing downtime while implementing the solutions. It also highlights the importance of choosing the right deployment model and implementing the detailed call flows for VRU and comprehensive deployment models. This book is available on Amazon in the Kindle and Paperback versions, so you can buy it to prepare for the Cisco 500-450 exam independently.
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What Are The Topics Covered In The Exam?
The candidate can learn about the Cisco Unified CCE solution by mastering the concepts of the following domains which will allow you to write the test with ease and get the prestigious Cisco Unified Contact Center Enterprise Specialist certification. A complete list of topics can be found on the official exam page, which includes:
- Understanding Cisco Unified CCE Agent Supervision considerations and issues (20%).
- Describe the installation process for ICM components of Cisco Unified CVP, Cisco Finesse, Cisco Unified Contact Center Enterprise solution, and Cisco Unified IC. (21%)
- Recognizing Cisco Unified CCE tools, Cisco Unified CVP, Cisco Unified ICM, Cisco Unified IC, and Finesse tools (16%).
- Describe the Call Flow Scripting Process in Cisco Unified CVP and Cisco Unified ICM for Cisco Contact Center Enterprise solution (18%).
- Define the fault-tolerant characteristics of the Cisco Unified Contact Center Enterprise solution, Cisco Unified Intelligence Center, Cisco Finesse, and Cisco Unified Customer Voice Portal (14%).
- Identify Cisco Unified CVP, ICM, and Cisco Finesse (11%).
Cisco 500-450 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Administration and Maintenance | - System operations
|
| Troubleshooting and Optimization | - Diagnostics and issue resolution
|
| Integration and Reporting | - System integrations
|
| Deployment and Configuration | - Initial setup and provisioning
|
| UCCE Architecture and Components | - Core architecture and call flow
|
| Call Routing and Dial Plan | - Routing logic and scripting
|
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