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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.
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.
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Cisco 500-440 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center | 23% | - Post Call Survey functionality and call flow - Call type usage within Cisco Unified ICM - Agent target rules and impact on CCE solution - Whisper Announcement functionality and call flow - Cisco Finesse workflow - Courtesy Call back functionality and call flow - Cisco Unified Border Element and SIP proxy functionality - Cisco Finesse features and third-party gadgets - Impact of re-qualify call node in Cisco Unified ICM script - Design for administrative workstations in geographically separated data centers |
| Topic 2: Sizing Process for Contact Center Resources and CCE Components | 13% | - Erlang calculations in sizing - Factors for sizing Unified CCE components and bandwidth - Sizing inputs (agent talk time, queue time, wrap-up time) - Sizing considerations for SIP proxy methods - Packaged CCE capacity considerations |
| Topic 3: Network Design Considerations for Cisco Unified CCE | 19% | - Cisco Finesse failover scenarios - Test Other Side method in Unified ICM - Factors impacting Cisco Unified Intelligence Center bandwidth usage - Quality of service usage within CCE - Basic deployment models (single-site, multisite centralized, multisite distributed) - Network requirements for Clustering over the WAN (CoW) - Failure scenarios with geographically separated deployments - Network requirements for Unified ICM visible/private connections - High-availability options of CCE components |
| Topic 4: Virtualization Environment for Contact Center Resources and CCE Components | 11% | - Design considerations for Cisco Unified CCE on UCS C-Series - Cisco Unified Computing System B-Series interconnect and uplink - Design considerations for upstream IP switches - NIC configuration considerations in virtualization - VMware supported features |
| Topic 5: Design Considerations for Cisco Unified Communications Manager in a CCE Solution | 11% | - Impact of multiline automatic call distributor in CCE - CUCM redundancy options for centralized deployment - CUCM options for transfer calls involving SIP trunks - CUCM requirements for Unified Mobile Agent - CUCM originated calls to CVP - Maintaining end-to-end reporting for transferred calls - Cluster over the WAN considerations for CUCM |
| Topic 6: Features and Functionality of the Cisco Unified CCE Solution | 23% | - Role of voice gateways and SIP proxy - Role of Cisco Unified Customer Voice Portal (CVP) - Cisco Outbound Option - Cisco Unified Mobile Agent role - Precision routing methods - Role of Cisco Unified Intelligent Contact Management (Unified ICM) - Security methods and impact on capacity - Role of congestion control - High priority traffic in Cisco Unified ICM - Role of CTI in Cisco Unified CCE - Role of Cisco Unified Communications Manager |
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