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The Cisco 500-450: Implementing and Supporting Cisco Unified Contact Center Enterprise (UCCEIS) exam evaluates the candidates’ competency in installing & deploying Cisco Unified Contact Center Enterprise solutions. Cisco Unified CCE is an integral part of the Cisco Unified Communications application suite, which aims to deliver network-to-desktop computer telephony integration (CTI), intelligent call routing, as well as multichannel contact management to contact center agents through the IP network. The skills measured within the test include installing, configuring, setting up, and troubleshooting the solution. This exam is one of two options required for getting the Cisco Unified Contact Center Enterprise Specialist certification.
The Cisco 500-450 exam is intended for the support engineers who are seeking to gain the relevant skills in designing, deploying, configuring, and troubleshooting for minimal downtime and maximum performance. There are no formal requirements for taking this test, except for a solid understanding of the topics included in the exam syllabus.
Exam Details
The Cisco 500-450 exam is 75 minutes long and consists of about 65-75 questions. The test is delivered in the English language only. The registration process for this certification exam is done through the Pearson VUE platform after paying the fee of $300.
The candidates can choose from several training options to prepare for the certification exam. First of all, they can visit the Cisco website to review the proposed instructor-led courses delivered by its authorized learning partners located globally. There are three training courses available for the Cisco 500-450 test:
- Administering Cisco Unified CCE Part 1 (AUCCE1) 2.0
- Administering Cisco Unified CCE Part 2 (AUCCE2) 2.0
- Deploying Cisco Unified CCE (DUCCE) 2.0
To develop the required hands-on skills for this exam, the individuals are recommended to train with Cisco Virtual Internet Routing Lab Personal Edition (VIRL PE) as well as Cisco Modeling Labs. Moreover, they are encouraged to use the UCCEIS study material. The comprehensive details of the recommended training tools can be found on the official site.
Exam Topics
The content of the Cisco 500-450 exam comprises of seven extensive topics, each covering specific technical skills. The description of these domains is provided below.
- Describing Fault-Tolerant Parameters of a Cisco Unified CCE Solution, Comprising Cisco Unified Intelligence Center, Cisco Unified Customer Voice Portal, and Cisco Finesse – 14%
The first topic of the Cisco 500-450 test evaluates the ability of the examinees to perform the following technical tasks: explaining the fault-tolerant incorporation of Cisco Unified Customer Voice Portal into the Cisco Unified CCE solution; describing the function of a Cisco Unified ICM router key; describing the steps necessary for configuration updates of Cisco Finesse; explaining the internal relationships between the Cisco Unified ICM elements; explaining the requisites for Cisco Unified ICM heartbeats. Additionally, the learners need to be conversant with the synchronization between the Cisco Unified ICM elements; considerations for updating one or more elements of the Cisco Unified CCE solution; influence of a network failure on the Cisco Unified CCE solution; ability of the Cisco Unified ICM call routing script to detect & route throughout the failed system elements of the Cisco Unified CCE solution.
- Describing a Call Flow Scripting Procedure within Cisco Unified ICM & Cisco Unified CVP for a Cisco Unified CCE Solution – 18%
Here the applicants must prove that they possess the expertise in describing the configuration components for Cisco Unified CVP required within Unified ICM; describing the install & setup of the SIP dialer as well as voice gateways; explaining the requirements of Cisco Unified Intelligence Center with the help of a virtualization environment; describing the configuration roles of agent teams; explaining the Cisco Finesse configuration & install requirements. Moreover, the test takers need the relevant skills in describing the configuration limits set for Packaged CCE; explaining the voice gateway configuration requirements utilized in Packed CCE deployment; describing the necessary configuration to utilize significant digits; describing the necessary software to perform the installation & setup of VMware Hypervisor; describing the configuration options necessary for enabling the Outbound option within Cisco Unified ICM; explaining the function of the Cisco Unified ICM Domain Manager tool; explaining the Unified ICM routing clients.
- Describing an Installation Procedure for ICM Components of a Cisco Unified CCE Solution, Comprising Cisco Unified IC, Cisco Unified CVP, and Cisco Finesse – 21%
The third subject area of the certification test revolves around the following skills: explaining the accuracy queue scripting consideration; describing the Extended Call Context variations with Cisco Unified CVP; explaining the functionality limitation applied during the Cisco Unified CVP MicroApp utilization; explaining the elements required to trigger the Cisco Unified ICM script; explaining the configuration elements to incorporate a VXML gateway into the Cisco Unified CVP deployment; describing the configuration elements required for the post-call survey. In addition, the students must understand how to explain outbound scripting considerations; explain the effect of the Cisco Unified ICM scripting on reporting within the Cisco Unified CCE solution; explain configuration elements required for sig digits; describe the options that are available within Cisco Unified ICM call routing scripts to entry external databases; explain how MicroApp captures DTMF.
- Understanding Cisco Unified CCE Tools, Comprising Cisco Unified CVP, Cisco Finesse, Cisco Unified ICM, and Cisco Unified IC Tools – 16%
To answer the question related to this section, the candidates should possess an understanding of how to explain the tools available within the Cisco Unified CCE solution to maintain Cisco Unified Intelligent Contact Management; explain the tools available within the Cisco Unified CCE solution to maintain the Cisco Unified Communications Manager; explain the tools available in the Cisco Unified CCE solution to maintain Cisco Unified CVP Customer Response Solutions; explain the tools available in the Cisco Unified CCE solution to maintain Cisco Finesse; explain the tools available within the Cisco Unified CCE solution to maintain the Cisco Unified Intelligence Center.
- Determining Cisco Finesse, Cisco Unified ICM, and Cisco Unified CVP – 11%
The skills measured within this objective include determining the issues related to the Cisco Unified CVP trace & log files; determining the issues within Cisco Unified ICM & CTI log as well as trace files; determining the issues related to outbound option log & trace files of Cisco Unified Enterprise; determining the issues within the Cisco Finesse trace & log files; determining the issues connected with the security of Cisco Unified CCE.
- Understanding Cisco Unified CCE Agent Supervision Considerations & Issues – 7%
This part requires that the individuals possess the skills in determining Ring No Answer considerations & issues; determining Cisco Finesse considerations to prevent agent issues; comprehending Cisco Finesse Administration to prevent agent issues; determining issues connected with agents that are not able to log to Cisco Unified CCE; determining issues related to agent call behavior.
- Understanding Cisco Unified CCE Solution Call Flow Considerations & Issues – 13%
Within this domain, you must demonstrate that you are capable of determining call flow considerations & issues for the Cisco Unified ICM call routing scripts, including outbound/inbound calls; determining call flow problems for agent transfers within the Cisco Unified CCE solution; determining call flow considerations & issues for the Cisco Unified CVP scripts; determining the configuration elements of Cisco Unified CVP as well as their roles; determining call flow considerations & issues for the VXML gateways; determining the issues connected with voice quality.
Career Opportunities
The successful completion of the Cisco 500-450 exam and award of the Cisco Unified Contact Center Enterprise Specialist certification provides you with access to the job roles, such as a Network Security Engineer, a Senior Telephony Engineer, a Cisco UCCE & CVP Developer, a Senior Network Systems Specialist, a Software Collaboration Engineer, a Cisco Voice & Network Specialist, a Telecom Support Specialist, and a Technical Consulting Engineer, among many others, The average salary rates for these positions hover around $119,395 per year, but the real remuneration will depend on a wide range of factors. including your level of professional experience and type of the organization you apply for.
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