Exam Name: Designing Cisco Unified Contact Center Enterprise
Certification Provider: Cisco
Corresponding Certification: Cisco Unified Contact Center Enterprise Specialist
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Instant Download Cisco : 500-440
Check Updated on: Jul 31, 2026
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Deploying Cisco Unified Contact Center Enterprise (DUCCE) 2.0 By Cisco
This is also an instructor-led course that lasts for 5 days and allows candidates to learn about how to install and work with the Unified CCE v10.0 solution including deploying HA, implementing troubleshooting tools to identify the problems with inbound and outbound Contact Center functionality. This course is aimed at applicants who are responsible for installing the Unified CCE solution and deliver Level 3 solution support. It also acts as a base for other UCCE administration courses and helps you learn enough about the CCE scripting for the system functionality.
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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:
- Define the sizing process for Contact Center Resources and Cisco Unified CCE components (13%)
- Describe virtualization environment for contact center resources and Cisco Unified CCE components (11%)
- 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%)
- Identify Network Design Considerations in a Cisco Unified CCE solution (19%)
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Cisco 500-440 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Sizing Process for Contact Center Resources and CCE Components | 13% | - Erlang calculations in sizing - Sizing inputs (agent talk time, queue time, wrap-up time) - Packaged CCE capacity considerations - Factors for sizing Unified CCE components and bandwidth - Sizing considerations for SIP proxy methods |
| Network Design Considerations for Cisco Unified CCE | 19% | - Factors impacting Cisco Unified Intelligence Center bandwidth usage - Network requirements for Clustering over the WAN (CoW) - Basic deployment models (single-site, multisite centralized, multisite distributed) - High-availability options of CCE components - Failure scenarios with geographically separated deployments - Test Other Side method in Unified ICM - Quality of service usage within CCE - Cisco Finesse failover scenarios - Network requirements for Unified ICM visible/private connections |
| Virtualization Environment for Contact Center Resources and CCE Components | 11% | - Cisco Unified Computing System B-Series interconnect and uplink - NIC configuration considerations in virtualization - VMware supported features - Design considerations for upstream IP switches - Design considerations for Cisco Unified CCE on UCS C-Series |
| Design Considerations for Cisco Unified Communications Manager in a CCE Solution | 11% | - CUCM requirements for Unified Mobile Agent - Cluster over the WAN considerations for CUCM - CUCM options for transfer calls involving SIP trunks - CUCM originated calls to CVP - CUCM redundancy options for centralized deployment - Impact of multiline automatic call distributor in CCE - Maintaining end-to-end reporting for transferred calls |
| Features and Functionality of the Cisco Unified CCE Solution | 23% | - Security methods and impact on capacity - Role of Cisco Unified Intelligent Contact Management (Unified ICM) - Role of Cisco Unified Communications Manager - Cisco Unified Mobile Agent role - Role of Cisco Unified Customer Voice Portal (CVP) - Role of CTI in Cisco Unified CCE - Cisco Outbound Option - Precision routing methods - Role of congestion control - High priority traffic in Cisco Unified ICM - Role of voice gateways and SIP proxy |
| Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center | 23% | - Post Call Survey functionality and call flow - Courtesy Call back functionality and call flow - Design for administrative workstations in geographically separated data centers - Cisco Finesse workflow - Cisco Unified Border Element and SIP proxy functionality - Whisper Announcement functionality and call flow - Call type usage within Cisco Unified ICM - Cisco Finesse features and third-party gadgets - Agent target rules and impact on CCE solution - Impact of re-qualify call node in Cisco Unified ICM script |
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