- Exam Code: 500-440
- Exam Name: Designing Cisco Unified Contact Center Enterprise
- Updated: Jul 15, 2026
- Q & A: 88 Questions and Answers
Cisco 500-440 Exam : Designing Cisco Unified Contact Center Enterprise
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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:
- Identify Network Design Considerations in a Cisco Unified CCE solution (19%)
- Define the sizing process for Contact Center Resources and Cisco Unified CCE components (13%)
- Classify the design considerations for Cisco Unified Communications Manager in Cisco UCCE solutions (11%)
- Describe the features and functionalities of Cisco Unified CCE solutions (23%)
- Describe virtualization environment for contact center resources and Cisco Unified CCE components (11%)
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Cisco 500-440 Exam Certification Details:
| Exam Registration | PEARSON VUE |
| Number of Questions | 65-75 |
| Exam Code | 500-440 UCCED |
| Duration | 75 minutes |
| Exam Name | Designing Cisco Unified Contact Center Enterprise |
| Sample Questions | Cisco 500-440 Sample Questions |
| Recommended Training | Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1) 2.0 Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) 2.0 Deploying Cisco Unified Contact Center Enterprise (DUCCE) 2.0 |
| Passing Score | Variable (750-850 / 1000 Approx.) |
| Exam Price | $300 USD |
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Cisco 500-440 Exam Topics:
| Section | Weight | Objectives |
|---|---|---|
| Identify the Design Considerations for Cisco Unified Communications Manager in a Cisco Unified CCE Solution | 11% | -Describe the Cisco Unified Communications Manager originated calls to Cisco Unified Customer Voice Portal - Describe the Cisco Unified Communications Manager options for transfer calls to agents involving SIP trunks - Describe the requirements for Cisco Unified Mobile Agent on Cisco Unified Communications Manager - Describe the impact of the multiline automatic call distributor functionality of Cisco Unified CCE on Cisco Unified Communications Manager - Describe the cluster over the WAN consideration for Cisco Unified Communications Manager - Describe the Cisco Unified Communications Manager redundancy options for centralized deployment - Describe the methods available to maintain end to end reporting for transferred calls |
| Describe the Features and Functionality of the Cisco Unified CCE Solution | 23% | -Describe the role of Cisco Unified Communications Manager in Cisco Unified CCE - Describe the role of voice gateways and Session Initiation Protocol proxy in Cisco Unified CCE - Describe the role of congestion control in Cisco Unified CCE - Describe the role of Cisco Unified Intelligent Contact Management (Unified ICM) in Cisco Unified CCE - Describe the role of CTI in Cisco Unified CCE - Describe the role of Cisco Unified Customer Voice Portal in Cisco Unified CCE - Describe the role of high priority traffic in Cisco Unified ICM - Describe the methods available to configure and use precision routing - Describe the role of Cisco Unified Mobile Agent in Cisco Unified CCE - Describe the role of Cisco Outbound Option in Cisco Unified CCE - Describe the methods available to secure the Cisco Unified CCE solution and their impact on system capacity and functionality |
| Identify the Network Design Considerations in a Cisco Unified CCE Solution | 19% | -Explain the failure scenarios with geographically separated Cisco Unified CCE deployments - Describe the quality of service usage within Unified Contact Center Enterprise solution - Explain the network requirements to support the Clustering over the WAN (CoW) deployment model for the Cisco Unified CCE solution - Describe the basic deployment models for the Cisco Unified CCE solution (single-site, multisite centralized, and multisite distributed) - Explain network requirements for the Cisco Unified Intelligent Contact Management visible and private network connections in a Cisco Unified CCE solution - Describe Cisco Finesse failover scenarios - Describe the factors that impact Cisco Unified Intelligence Center bandwidth usage - Describe the Test Other Side method used in Unified Intelligent Contact Management - Describe the high-availability options of all components supported in the Cisco Unified CCE solution |
| Identify the Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center in a Cisco Unified CCE Solution | 23% | -Explain call type usage within Cisco Unified ICM in Cisco Unified CCE solution - Describe the design consideration for administrative workstations when Unified CCE is deployed into two data centers (geographically separated) - Describe the impact for re-qualify call node in Cisco Unified ICM script - Describe the Cisco Unified Boarder Element and SIP proxy functionality within Cisco Unified CCE solution - Describe Post Call Survey functionality and its call flow - Describe Whisper Announcement functionality and its call flow - Describe Courtesy Call back functionality and its call flow - Describe Cisco Finesse features and its third-party gadgets - Describe the Cisco Finesse workflow - Describe the agent target rules feature of Cisco Unified ICM and the impact it has on the Cisco Unified CCE solution |
| Describe the Sizing Process for Contact Center Resources and Cisco Unified CCE Components | 13% | -Describe common sizing inputs such as agent talk time, queue time, and wrap-up time and their impact on sizing contact center resources - Explain how Erlang calculations are used as part of the sizing for contact center resources - Describe the Packaged CCE capacity - Describe the sizing consideration for SIP proxy methods - Describe the factors that are used to size the components of the Cisco Unified CCE solution — including Cisco Unified Communications Manager, Cisco Unified CVP, and Cisco Unified ICM components, such as peripheral gateway, router, logger, and administrative workstations - Describe the factors that are used in sizing the bandwidth required for the Cisco Unified CCE solution |
| Describe the Virtualization Environment for Contact Center Resources and Cisco Unified CCE Components | 11% | -Identify the VMware supported features - Describe the configuration considerations for NIC in virtualization environment - Describe the Cisco Unified Computing System B_Series fabric interconnection and the upstream network connectivity - Describe the design considerations for Cisco Unified CCE running on the Cisco Unified Computing System B_Series - Describe the design considerations for upstream IP switches when using the Cisco Unified Computing System C_Series |
Cisco 500-440 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Features and Functionality of the Cisco Unified CCE Solution | 23% | - Role of voice gateways and SIP proxy - Role of CTI in Cisco Unified CCE - Role of congestion control - Cisco Outbound Option - Role of Cisco Unified Intelligent Contact Management (Unified ICM) - Security methods and impact on capacity - Role of Cisco Unified Customer Voice Portal (CVP) - Precision routing methods - High priority traffic in Cisco Unified ICM - Role of Cisco Unified Communications Manager - Cisco Unified Mobile Agent role |
| Topic 2: Virtualization Environment for Contact Center Resources and CCE Components | 11% | - VMware supported features - NIC configuration considerations in virtualization - Design considerations for Cisco Unified CCE on UCS C-Series - Design considerations for upstream IP switches - Cisco Unified Computing System B-Series interconnect and uplink |
| Topic 3: Design Considerations for Cisco Unified ICM, Cisco Finesse, Cisco Unified CVP, and Cisco Unified Intelligence Center | 23% | - Design for administrative workstations in geographically separated data centers - Impact of re-qualify call node in Cisco Unified ICM script - Cisco Finesse features and third-party gadgets - Call type usage within Cisco Unified ICM - Agent target rules and impact on CCE solution - Whisper Announcement functionality and call flow - Cisco Unified Border Element and SIP proxy functionality - Cisco Finesse workflow - Courtesy Call back functionality and call flow - Post Call Survey functionality and call flow |
| Topic 4: Network Design Considerations for Cisco Unified CCE | 19% | - Basic deployment models (single-site, multisite centralized, multisite distributed) - Cisco Finesse failover scenarios - Factors impacting Cisco Unified Intelligence Center bandwidth usage - Network requirements for Unified ICM visible/private connections - Failure scenarios with geographically separated deployments - Network requirements for Clustering over the WAN (CoW) - High-availability options of CCE components - Quality of service usage within CCE - Test Other Side method in Unified ICM |
| Topic 5: Design Considerations for Cisco Unified Communications Manager in a CCE Solution | 11% | - Maintaining end-to-end reporting for transferred calls - Cluster over the WAN considerations for CUCM - CUCM redundancy options for centralized deployment - CUCM options for transfer calls involving SIP trunks - Impact of multiline automatic call distributor in CCE - CUCM requirements for Unified Mobile Agent - CUCM originated calls to CVP |
| Topic 6: Sizing Process for Contact Center Resources and CCE Components | 13% | - Sizing considerations for SIP proxy methods - Erlang calculations in sizing - Packaged CCE capacity considerations - Sizing inputs (agent talk time, queue time, wrap-up time) - Factors for sizing Unified CCE components and bandwidth |
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