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Unified Communications Contact Center Express Implementation – UCCX

Question No: 1

Agent Email is a Cisco Unified CCX feature available in which of these packages?

  1. Premium, Enhanced, and Standard

  2. Premium only

  3. Premium and Standard

  4. Premium and Enhanced

Answer: B

Question No: 2

A preview outbound dialer uses which source and destination resources?

  1. a CTI port to the customer

  2. the ACD line of the agent to the customer

  3. the personal line of the agent to the customer

  4. a CTI port to the agent, then redirected to the customer

Answer: B

Question No: 3

You are designing a Cisco Unified Contact Center Express system with four requirements:

->250 configured agents

->150 agents maximum logged in at any given time

->30 agents able to make outbound calls

->20 agents able to answer emails

How many premium seats should be purchased?

  1. 150 seats

  2. 180 seats

  3. 200 seats

  4. 250 seats

Answer: A

Question No: 4

An organization wants to collect an account number from a customer via IVR prompting. Then, using a keystroke macro, the customer wants to insert the account number into the account number field in the agent’s CRM desktop application. The keystroke macro will also initiate the CRM desktop application, executing a database lookup from the CRM Database server to retrieve the customer record. Assuming the organization wants the lowest cost solution, what product does this organization need for this capability?

  1. Cisco Unified CCX Standard

  2. Cisco Unified CCX Enhanced

  3. Cisco Unified CCX Premium

  4. Cisco Unified CCX Enterprise

  5. Cisco Unified IP IVR

Answer: B

Question No: 5

What is the maximum round-trip time between Cisco Unified CCX servers in a WAN deployment?

  1. 2 ms

  2. 10 ms

  3. 50 ms

  4. 80 ms

Answer: D

Question No: 6

What is the maximum number of agents that can be supported by Cisco Unified CCX 8.0 when deployed with Cisco Unified Communications Manager?

A. 50

B. 150

C. 300

D. 400

Answer: C

Question No: 7

What is the maximum number of CTI ports that can be supported by a Cisco Unified Contact Center Express 8.0 Standard deployment?

A. 150

B. 200

C. 300

D. 400

Answer: C

Question No: 8

A Cisco Unified CCX deployment is licensed for 120 agent seats, out of which 70 agents log in as chat agents via an independent browser. How many agents will be able to service voice calls via Cisco Agent Desktop in this scenario?

  1. 50

  2. 70 C. 120 D. 190

Answer: C

Question No: 9

What is the maximum number of agent web chat sessions that is supported on the highest class server?

  1. 25

  2. 50

  3. 75

D. 100

Answer: B

Question No: 10

What is the minimum package that is required to develop a custom Cisco Unified Intelligence Center report for a Cisco Unified CCX deployment?

  1. Cisco Unified CCX Premium

  2. Cisco Unified CCX Enhanced

  3. Cisco Unified Intelligence Center Premium

  4. Cisco Unified Intelligence Center Standard

Answer: C

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