Unified Contact Center Enterprise Support

The 642-243 UCCES Unified Contact Center Enterprise Support Exam assesses a candidate's troubleshooting and support knowledge for Cisco Unified Contact Center Enterprise (Unified CCE) solutions. Cisco Unified CCE is part of the Cisco Unified Communications application suite, which delivers intelligent call routing, network-to-desktop computer telephony integration (CTI), and multichannel contact management to contact center agents over an IP network.

The following topics are general guidelines for the content that is likely to be included on the exam. However, other related topics may also appear on any specific delivery of the exam. In order to better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.

Understanding Cisco Unified CCE tools

• Describe the available tools in the Cisco Unified CCE solution to support the Cisco Unified Intelligent Contact Management (Unified ICM)
• 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 Customer Response Solutions (CRS) and Cisco IP Interactive Voice Response (IVR)

Understanding log and trace files

• Identify issues in Cisco Unified Communications Manager log and trace files
• Identify issues in Cisco CRS and Cisco IP IVR log and trace files
• Identify issues in Cisco Unified ICM and CTI log and trace files

Understanding Cisco Unified CCE agent issues and considerations

• Identify issues that relate to agent state management in the Cisco Unified CCE solution
• Identify issues with agents not being able to log into Cisco Unified CCE
• Identify issues with agent call behavior

Understanding Cisco Unified CCE call flow issues and considerations

• Identify call flow issues and considerations for the Cisco Unified ICM call routing scripts
• Identify call flow issues for agent transfers in the Cisco Unified CCE solution
• Identify call flow issues and considerations for the Cisco CRS Cisco IP IVR scripts

Understanding common Cisco Unified CCE call processing issues

• Identify Cisco Unified CCE configuration elements and their purpose
• Identify Cisco Unified CCE issues with calls being transferred to the Cisco IP IVR or a Cisco Unified CCE agent
• Identify Cisco Unified CCE architectural components and design issues
• Identify Cisco Unified CCE issues that impact voice quality

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