Implementing and Supporting Cisco Unified Contact Center Enterprise, coded the Cisco 500-450 is a qualifying exam for the Cisco Unified Contact Center Enterprise Specialist certification. This test measures the student’s knowledge relating to the installation and deployment of Cisco Unified CCE solutions. The essential skills covered here include the installation, setup, configuration, and troubleshooting of the same.

Related Certification

This Cisco designation validates support engineers tasked with designing, deploying, configuring, and troubleshooting to optimize performance while minimizing downtime. In a nutshell, this certificate ensures that the learner has everything it takes to guarantee optimum performance regardless of the size of the company they are working for. The Cisco 500-450 exam is related to 500-440, which focuses on the designing of the Cisco Unified Contact Center Enterprise, and is the first step for procuring the Cisco Unified Contact Center Enterprise Specialist validation.

Cisco 500-450 Exam Facts

First things first, the 500-450 exam is only written in English. It costs a maximum of $300 for every attempt and will bring between 65-75 questions. Also, it's worth reminding that students will be given a maximum of 75 minutes to attempt all questions, and they can opt to enroll for the physical exam or its online version.

Breaking down 500-450 Topics

To give you a clear picture of what to expect from the actual 500-450 test, we will be breaking down its content outline below. However, it's worth mentioning that candidates may see new tasks in the main exam from topics that were not previously highlighted in the outline by the vendor:

• Module 1: Describing the Features of Fault Tolerance Associated with the Cisco Unified CCE Solution (14%)

  This domain will start by covering the steps for integrating the features of fault tolerance of the Cisco Unified Customer Voice Portal into the CCE solution, highlighting the definition and details of the router key in ICM, and describing the steps involved in configuring Cisco Finesse updates. Next, such an area will cover the skills of describing the internal communication that exists between different components of ICM, the steps for synchronizing between different components of ICM, and the factors to consider when renewing one or several aspects of the CCE solution. Finally, it will address the description of the effect of network glitches within the CCE solution and the use of scripts for call routing when detecting or routing around the failed components of a functional CCE solution.

• Module 2: Describing the Process of Installing the ICM Components for the Cisco Unified CCE Solution such as Cisco Unified IC, Cisco Finesse, and Cisco Unified CVP (21%)

  This portion addresses the knowledge of describing configuration elements available in CVP, the steps for installing as well as setting up voice gateways and the dialer of SIP, and the requirements of the Unified Intelligence Center by Cisco when working in a virtualization environment. Also tested is the student’s knowledge of installing the configuration demands of Cisco Finesse, describing configuration limits when working with Packaged CCE, and describing the routing clients for the Unified ICM. For more conclusive details about the tested objectives, it would make a lot of sense to visit the certification page before scheduling the actual test.

• Module 3: Describing the Process of Scripting for Call Flows within Unified CVP by Cisco and Cisco Unified ICM for the CCE solution (18%)

  Here, the focus will be on describing the considerations for scripting of precision queues, the variables of Extended Call Context, the elements for triggering Unified ICM Cisco’s script, and the configuration elements that complete post-call survey and VXML gateway when deploying Unified CVP by Cisco. Also covered is the knowledge of considerations for outbound scripting, the effect of ICM scripting of Cisco Unified on the report of the CCE solution, the elements for configuration of sig digits, and DTMF capturing using MicroApp among other topics.

• Module 4: Understanding the Relevant CCE Tools (16%)

  This module addresses the knowledge of the Cisco Unified CCE solution tools for supporting Intelligent Contact Management, Communications Manager, CVP Customer Response Solutions, Cisco Finesse, and Intelligence Center.

• Module 5: Identifying Cisco Unified CVP, Cisco Finesse, and Cisco Unified ICM (11%)

  Module 5 covers what the students should know to effortlessly identify or detect issues in the CVP log, ICM and CTI log, the log for the Enterprise outbound option, the log for Cisco Finesse, and CCE security as well as trace files.

• Module 6: Understanding the Contemplations and Issues for the Supervision of the CCE Agent (7%)

  Conversely, this module addresses an understanding of the Cisco Finesse Administration and the skills of identifying the glitches together with scrutiny of Ring No Answer, deliberations for Cisco Finesse, agent issues in CCE as well as call behavior.

• Module 7: Grasping CCE Solution Call Flow Problems & Deliberations (13%)

  This section focuses on the skills of identifying the considerations and call flow glitches for the CVP scripts, VXML gateways, agent transfers, and Cisco Unified ICM call routing scripts. Also, such an area covers the knowledge of identifying issues with voice quality.

Your Job Prospects

By now, you should have known that the Cisco Unified Contact Center Enterprise Specialist is a designation from the Technical Specialist path and belongs to the Collaboration category. And with that in mind, earning this certificate will clear your path to fill any of the technical roles listed below along with the average annual salaries taken from the Payscale.com website:

• Network Operations Engineer ($67,043);
• Network Specialist ($57,700);
• Cisco Collaboration Engineer ($76,340);
• Network Engineer ($75,168);
• Voice Network Engineer ($69,088).

Certification Path

After attaining the Cisco Unified Contact Center Enterprise Specialist certification by clearing 500-440 & 500-450, candidates should focus on obtaining the professional-level CCNP Collaboration certificate. Then, the candidates may opt for the CCIE Collaboration that is an advanced-level validation that certifies a higher-level understanding of collaboration technologies and entails passing the core exam, the Cisco 350-801 alongside the CCIE Collaboration v3.0 lab test.