The Cisco 500-440 UCCED exam is part of the Cisco Technical Specialist Collaboration track and an important mark on your way to attaining the Cisco Unified Contact Center Enterprise Specialist certification. This test, in particular, certifies the mastery of the essential design deliberations and strategies for the deployment of the solutions for the Cisco Unified CCE.

About Certification

From the name, such a certificate verifies the knowledge of designing, deploying, configuring, and troubleshooting to maximize the performance of contact centers with the least downtime. Being a Specialist certificate, this training has no mandatory prerequisites. However, examinees are encouraged to master the tested topics prior to dealing with the questions. To add more, to fully qualify for this certificate, you must pass a two-exam combination including the Cisco 500-440 and 500-450.

Test Facts

The 500-440 evaluation has a time limit of 75 minutes and brings between 65-75 items. What is more, the actual test is written in English and costs $300 per attempt. To register for the exam, candidates need to visit the Pearson VUE platform and are allowed to opt for the final evaluation either in person or online.

500-440 Content Outline

To prepare adequately for the 500-440 evaluation, it’s important to understand the details of the tested objectives that are as follows:

• Module 1: Defining the Facets alongside Functions of the Solution of the CCE (23%)

  The first domain covers the description of the functions of the Communications Manager, congestion control, voice gateways, Intelligent Contact Management (ICM), CTI, and Customer Voice Portal within the CCE. Also covered is the description of the functions of the traffic of high priority, Mobile Agent, and the Outbound Option found in the CCE. Finally, such an area will address a wide range of methods available for the security of the CCE solution including their effects on system functionality and capacity.

• Module 2: Identifying the Design Scrutiny Associated with the Communications Manager within the Solution of the CCE (11%)

  On the other hand, this knowledge area will focus on the skills of describing a wide range of concepts relating to the Communications Manager. These include originated calls and the existing options for transferring calls to various agents with the involvement of SIP trunks. What’s more, this section will evaluate an understanding of the requirements associated with the Mobile Agent, the effect of the functionality of the automatic multiline distributor for calls available in the CCE, and the consideration of the cluster over the WAN as part of the Communications Manager of Cisco Unified. To conclude, this module will assess the skills related to describing the options redundancy used for the Communications Manager and the tools in stock for the maintenance of continuous reporting of transferred calls.

• Module 3: Identifying the Considerations for Network Design within the Solution of the CCE (19%)

  This portion highlights what the examinees should know relating to failure scenarios in different CCE deployments, the quality of services in Unified Contact Center Enterprise solution, the requirements for network usage for specific deployment models such as Cluster over the WAN (CoW), and the basic models for deployment associated with the CCE solution. Also, it will focus on the knowledge of failover scenarios in Cisco Finesse, the scope influencing bandwidth usage for the Intelligence Center, and methods that exist in Unified Intelligent Contact Management such as Test Other Side.

• Module 4: Identifying the Considerations for Design Associated with ICM, Intelligence Center, CVP, and Cisco Finesse within the Solution of the CCE (23%)

  The 4th module is built around the skills of describing the design considerations associated with the workstations for administration when executing the Unified CCE, the effect of the requalify functionality within the ICM script, describing the details of the Boarder Element, and the functions of the Post Call Survey as well as that of Whisper Announcement. Besides, this section will test an understanding of the facets of Cisco Finesse and its workflow, the functionality of Courtesy Call back, and the features of agent target rules.

• Module 5: Describing the Process of Sizing Associated with the Resources for the Contact Center & the Components of the CCE (13%)

  Here, the focus will be on the mastery of basic inputs for sizing comprising the time of queuing and talk time, the application of Erlang calculations, the capacity of the Packaged CCE, and the sizing considerations for different methods of the SIP proxy. In addition, such a topic will cover the factors to consider when sizing the CCE solution and bandwidth for the same.

• Module 6: Describing the Virtualization Setting Associated with the Resources for the Contact Center as well as the Components of the CCE (11%)

  Finally, the Cisco 500-440 exam will test the candidate’s knowledge of identifying the supported features of VMware and the deliberations for the configuration process associated with NIC within virtualization environments. Also, it will measure the knowledge of describing the design investigations associated with the upstream switches of IP and the concepts of upstream network connectivity as well as fabric interconnection for the Computing Systems B_Series as well as the Computing System C_Series.

Employment Opportunities with Annual Income

As you remember, the Cisco Unified Contact Center Enterprise Specialist designation belongs to the Specialist Collaboration track. This makes it one of the best options for candidates who are keen to obtain any of the titles listed below together with the yearly salaries that were found on PayScale:

• Network Video Engineers ($66,253);
• Voice/Collaboration Engineers ($90,000);
• VoIP Engineers ($79,804);
• IP Network Engineers ($75,416);
• Network Operations Engineers ($67,043).

Certification Path

As you may already know, the Cisco 500-440 exam completes only part of the requirements for obtaining the Cisco Unified Contact Center Enterprise Specialist designation. The second step after such a test will be clearing the 500-450 test. For many candidates who complete these exams, the most sensible decision is to go after the professional-level validation along the Cisco certification track. In particular, this involves attaining the CCNP Collaboration designation, which is then followed by the expert-tier CCIE Collaboration certificate to help candidates distinguish themselves as IT leaders in working with collaboration solutions. To complete the latter, examinees must pass the Cisco 350-801 CLCOR exam together with the CCIE Collaboration v3.0 lab evaluation.