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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:
- Describe virtualization environment for contact center resources and Cisco Unified CCE components (11%)
- Identify Network Design Considerations in a Cisco Unified CCE solution (19%)
- Define the sizing process for Contact Center Resources and Cisco Unified CCE components (13%)
- Describe the features and functionalities of Cisco Unified CCE solutions (23%)
- Classify the design considerations for Cisco Unified Communications Manager in Cisco UCCE solutions (11%)
What Is the Cisco 500-440 Exam?
The Cisco 500-440 test includes about 65-75 questions that the candidate needs to finish within 75 minutes. The questions come in the format of multiple-choice, drag-and-drop multiple response questions and fill in the blanks. The test is conducted by Pearson VUE, you can either take this exam online or in the test center. Moreover, you have to pay $300 to register for the exam. It is important to note that this exam result is valid for 2 years after which candidates need to take the exam again for recertification.
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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.
Cisco 500-440 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Network Design Considerations for Cisco Unified CCE | 19% | - Failure scenarios with geographically separated deployments - Quality of service usage within CCE - Factors impacting Cisco Unified Intelligence Center bandwidth usage - 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 - Basic deployment models (single-site, multisite centralized, multisite distributed) - High-availability options of CCE components |
| Topic 2: Virtualization Environment for Contact Center Resources and CCE Components | 11% | - Design considerations for Cisco Unified CCE on UCS C-Series - VMware supported features - Cisco Unified Computing System B-Series interconnect and uplink - Design considerations for upstream IP switches - NIC configuration considerations in virtualization |
| Topic 3: Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center | 23% | - Cisco Finesse workflow - Cisco Finesse features and third-party gadgets - Cisco Unified Border Element and SIP proxy functionality - Post Call Survey functionality and call flow - Courtesy Call back functionality and call flow - Call type usage within Cisco Unified ICM - Whisper Announcement functionality and call flow - Impact of re-qualify call node in Cisco Unified ICM script - Agent target rules and impact on CCE solution - Design for administrative workstations in geographically separated data centers |
| Topic 4: Sizing Process for Contact Center Resources and CCE Components | 13% | - Sizing considerations for SIP proxy methods - Factors for sizing Unified CCE components and bandwidth - Sizing inputs (agent talk time, queue time, wrap-up time) - Packaged CCE capacity considerations - Erlang calculations in sizing |
| Topic 5: Design Considerations for Cisco Unified Communications Manager in a CCE Solution | 11% | - Maintaining end-to-end reporting for transferred calls - Cluster over the WAN considerations for CUCM - CUCM redundancy options for centralized deployment - CUCM options for transfer calls involving SIP trunks - CUCM originated calls to CVP - CUCM requirements for Unified Mobile Agent - Impact of multiline automatic call distributor in CCE |
| Topic 6: Features and Functionality of the Cisco Unified CCE Solution | 23% | - Cisco Unified Mobile Agent role - Security methods and impact on capacity - Role of Cisco Unified Customer Voice Portal (CVP) - Role of congestion control - Role of voice gateways and SIP proxy - Precision routing methods - Role of Cisco Unified Intelligent Contact Management (Unified ICM) - Role of CTI in Cisco Unified CCE - High priority traffic in Cisco Unified ICM - Cisco Outbound Option - Role of Cisco Unified Communications Manager |
