500-450 Sample Questions & Answers
Installing ICM components, from CVP elements to SIP dialer and gateway setup, is the heaviest topic, alongside precision-queue scripting, CCE admin tools, CVP and ICM log analysis, fault-tolerant CVP integration, and agent-supervision issues.
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- Question 1Advanced
Describe the Fault Tolerant Characteristics of the Cisco Unified Contact Center Enterprise Solution · Fault-tolerant integration of Cisco Unified Customer Voice Portal
A multinational financial institution is deploying a Cisco Unified Contact Center Enterprise (UCCE) solution across two data centers (Side A and Side B) connected by a high-speed WAN. The design requires maximum fault tolerance for the Cisco Unified Customer Voice Portal (CVP) components. Which architectural approach ensures that a failure of the CVP Call Server at Side A does not disrupt active calls or prevent new calls from being processed, while maintaining call context?
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Correct answer: B
Using a centralized or clustered SIP Proxy (like Cisco Unified SIP Proxy or CUBE with server groups) to load balance requests ensures that if one CVP Call Server is unresponsive (detected via options ping), the traffic is automatically directed to the surviving server. This maintains service availability for new calls.
- Question 2Beginner
Describe the Fault Tolerant Characteristics of the Cisco Unified Contact Center Enterprise Solution · Cisco Unified ICM router key and heartbeats
In a split-site Cisco Unified ICM deployment, the Router Key is a critical configuration element. Which statement accurately describes the function and requirement of the Router Key during the installation and operation of the Central Controller?
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Correct answer: C
The Router Key is an identifier used to ensure that components (like Loggers and Routers) belong to the same instance and can synchronize. It prevents data corruption from mismatched components.
- Question 3Intermediate
Describe the Fault Tolerant Characteristics of the Cisco Unified Contact Center Enterprise Solution · Component upgrade and network failure impact
A UCCE administrator observes that the private network connection between the Side A and Side B Call Routers has failed, but the visible network connection remains active. In this 'Visible Only' network failure scenario, how does the Cisco Unified ICM system respond to prevent split-brain operation?
graph TD RA[Router A] |Private Net FAILED| RB[Router B] RA |Visible Net OK| RB RA --> PGs RB --> PGsShow answer & explanation
Correct answer: C
When the private network fails but the visible network is intact, the routers use the visible network to communicate (Test-Other-Side). They negotiate which side should be active (typically the one currently active or Side A if both starting) to prevent both from going active.
- Question 4Intermediate
Describe the Fault Tolerant Characteristics of the Cisco Unified Contact Center Enterprise Solution · Cisco Finesse configuration and updates
Regarding Cisco Finesse high availability, which statement correctly describes the behavior of the Finesse server cluster during a failover event?
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Correct answer: B
Finesse clients have built-in failover logic. If the primary node becomes unreachable, the client automatically attempts to connect to the secondary node, preserving the agent's session state where possible.
- Question 5Beginner
Describe the Fault Tolerant Characteristics of the Cisco Unified Contact Center Enterprise Solution · Internal communications and synchronization between ICM components
True or False: In a Cisco Unified CCE deployment, the private network connection between the Central Controller nodes (Router/Logger) must support the transmission of the 'synchronization' messages which ensure that the memory state of the standby side matches the active side.
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Correct answer: A
True. The private network is critical for state transfer (synchronization) and MDS (Message Delivery Subsystem) heartbeats. It ensures the duplexed pair remains in lockstep.
- Question 6AdvancedSelect 2
Describe the Fault Tolerant Characteristics of the Cisco Unified Contact Center Enterprise Solution · Cisco Unified ICM router key and heartbeats
You are tuning the heartbeat intervals for a Cisco Unified ICM deployment over a WAN with occasional latency spikes. Which TWO actions are appropriate when modifying the heartbeat settings to prevent false failovers? (Select TWO)
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Correct answers: B, C
Increasing the interval between heartbeats reduces the sensitivity to short network jitters but increases the time to detect a real failure.
Increasing the number of allowable missed heartbeats makes the system more tolerant of packet loss or temporary latency spikes.
- Question 7Advanced
Describe the Fault Tolerant Characteristics of the Cisco Unified Contact Center Enterprise Solution · Component upgrade and network failure impact
Case Study: Global Bank Corp
Global Bank Corp is upgrading their UCCE environment from version 11.6 to 12.5. The environment consists of two data centers (DC1 and DC2) with a full duplex Central Controller and dedicated Peripheral Gateways (PGs) for CVP and CUCM.
During the upgrade planning phase, the team identifies a risk regarding the CVP Reporting Server. Currently, there is only one reporting server located in DC1. The business requirement states that historical reporting data must be preserved and available even if DC1 is completely lost.
Which architectural change should be included in the upgrade design to meet this requirement?
Show answer & explanation
Correct answer: D
CVP allows Call Servers to be configured with primary and redundant reporting servers. This ensures data is sent to both, providing availability of data if one site fails.
- Question 8Intermediate
Describe the Installation Process for ICM Components · CVP configuration elements in Unified ICM
When configuring a Cisco Unified CVP deployment within the Unified ICM Configuration Manager, which specific Network VRU Type must be selected to allow the ICM script to control the CVP via the VRU Peripheral Gateway (PG)?
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Correct answer: B
Type 10 is the required Network VRU Type for CVP Comprehensive deployments. It allows the ICM to send instructions to the VRU (CVP) while the call remains at the gateway/CVP, supporting the correlation mechanism.
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