In the Cisco Unified Contact Center Enterprise solution, what is considered “Agent Handle Time”?

In a Cisco Unified Contact Center Enterprise deployment in which the agents are configured to
“auto answer” calls in their agent desk settings, which behavior is expected of the system?

Which statement is correct about the Erlang-C sizing calculation model?

Erlang-C calculations require multiple inputs, including a target service level. What does the
service level goal of 90/30 imply?

Cisco provides an ACD Peripheral Gateway and a Cisco Unified Communications Manager
Peripheral Gateway to the Central Controller Bandwidth Calculator spreadsheet tool. What is the
purpose of this tool?

The output of an ACD Peripheral Gateway and a Cisco Unified Communications Manager
Peripheral Gateway to the Central Controller Bandwidth Calculator spreadsheet tool provides
three bandwidth values. How are they used?

Cisco provides a VRU Peripheral Gateway to the Central Controller Bandwidth Calculator
spreadsheet tool. What is the purpose of this tool?

Cisco provides a CTI OS Bandwidth Calculator spreadsheet tool. What is the purpose of this tool?

Cisco provides a set of sizing tables in the Cisco Unified Contact Center Enterprise 8.0(x) Design
Guide (SRND). These tables show the bandwidth that is required for the Cisco Agent Desktop
and Supervisor Desktop. Using these tables, how much average bandwidth is required to support

200 agents and 20 supervisors at a remote site across the WAN?

Cisco provides a set of sizing tables in the Cisco Unified Contact Center Enterprise 8.0(x) Design
Guide (SRND). These tables show the private network bandwidth that is required for the clustering
over the WAN deployment model. Using these tables, how much bandwidth is required to support
the following configuration:
BHCA coming into the contact center is 10,000.
One hundred percent of calls are treated by the Cisco Unified IP IVR, and 40 percent are queued.
All calls are sent to agents unless they are abandoned; 10 percent of calls to agents are transfers
or conferences.
Four Cisco Unified IP IVRs are used to treat and queue the calls, with one Peripheral Gateway
pair supporting them.
There is one Cisco Unified Communications Manager Peripheral Gateway pair for a total of 900
agents.
Calls have ten 40-byte call variables and ten 40-byte ECC variables.