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When you complete this course, you will be able to demonstrate the overall skills tested on the Cisco 500-450 exam, including:
- Advanced proficiency with the change, add, move of the ACD/PBX environment of UCCE
- Effective use of the system tools to troubleshoot and track a call within a call flow
- Proficiency with a move, add, change of the IVR environment of UCCE counting MicroApp and VXML solution scripting.
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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:
- Recognizing Cisco Unified CCE tools, Cisco Unified CVP, Cisco Unified ICM, Cisco Unified IC, and Finesse tools (16%).
- 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%).
- Understanding Cisco Unified CCE Agent Supervision considerations and issues (20%).
- Identify Cisco Unified CVP, ICM, and Cisco Finesse (11%).
- Describe the Call Flow Scripting Process in Cisco Unified CVP and Cisco Unified ICM for Cisco Contact Center Enterprise solution (18%).
- Describe the installation process for ICM components of Cisco Unified CVP, Cisco Finesse, Cisco Unified Contact Center Enterprise solution, and Cisco Unified IC. (21%)
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Cisco 500-450 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integration and Troubleshooting | 27% | - Outbound dialer troubleshooting - Common deployment issues and resolution - Integration with CUCM and other Cisco platforms - Performance monitoring and logging |
| Topic 2: Fault Tolerance and High Availability | 14% | - Fault-tolerant integration of CVP and CUIC - ICM heartbeat and redundancy mechanisms - Impact of network failures on UCCE - Component synchronization and upgrades |
| Topic 3: Installation and Configuration of UCCE Components | 21% | - Agent teams and configuration limits - Voice gateway and SIP dialer setup - Cisco Finesse installation and configuration - ICM/CCE installation process - Cisco Unified Intelligence Center deployment - Cisco Unified CVP configuration |
| Topic 4: UCCE Administration and Tools | 16% | - Finesse administration interface - ICM configuration utilities - CVP management tools - CUIC reporting tools |
| Topic 5: Call Routing and Scripting | 22% | - Database lookup integration - MicroApp and DTMF processing - ICM script editor fundamentals - Post-call survey configuration - Skill-based routing logic |
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