UCCE Engineer Interview Questions and Answers

ICM components are responsible for call routing, queuing, and reporting in Cisco Contact Center solutions.

• ICM Router: routes calls based on business rules and agent availability

• ICM Logger: records call data for reporting and analysis

• ICM AW/HDS: manages agent state and availability

• ICM PG: interfaces with peripheral devices such as IVRs and ACDs

• ICM CCE: provides a web-based interface for administration and reporting

Explanation of UCCE terms: extension mobility, route pattern, translation pattern, dial peer, trunk group.

• Extension mobility allows users to log in to any phone and have their profile settings applied.

• Route patterns determine how calls are routed within the network.

• Translation patterns modify the calling or called number before routing the call.

• Dial peers define how calls are routed to a specific destination.

• Trunk groups are used to group multiple trunks together for routing ...read more

UCCE stands for Unified Contact Center Enterprise, a customer contact management solution by Cisco.

• UCCE includes components like Cisco Unified Communications Manager (CUCM), Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Customer Voice Portal (CVP), and Cisco Unified Intelligence Center (CUIC).

• UCCE provides intelligent call routing, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure.

• It helps or...read more

CVP comprehensive call flow is a sequence of steps that a caller goes through when interacting with a CVP system.

• The caller dials the phone number associated with the CVP system.

• The call is routed to the CVP system, which answers the call and plays a welcome message.

• The caller is prompted to make a selection from a menu of options.

• Based on the caller's selection, the CVP system may play additional messages or transfer the call to a live agent.

• The CVP system may also collect i...read more

VBA in UCCCE stands for Visual Basic for Applications in Unified Contact Center Enterprise.

• VBA is a programming language developed by Microsoft for automating tasks in various Microsoft applications.

• In UCCCE, VBA can be used to customize and automate processes within the contact center environment.

• Examples of VBA in UCCCE include creating custom reports, automating call routing rules, and integrating with other systems.