Which three features or functionalities does Cisco Unified Communications Manager provide for Cisco Unified CCE and Cisco Unified Customer Voice Portal? (Choose three.)

Question

Options

• Atransfer call routing from agent to agent
• BCTI data on Cisco Agent Desktop screen pop
• CCourtesy Callback
• DCisco Mobile Agents
• ECisco Extension Mobility for agents
• Fcall queuing

• A
  80% (40)
• B
  6% (3)
• C
  2% (1)
• F
  12% (6)

Explanation

Cisco Unified Communications Manager (CUCM) acts as the telephony backbone in a contact center - it manages call signaling and phone-level features, which is why A, D, and E are correct: CUCM routes transferred calls between agents (A), enables Mobile Agents by extending call control to PSTN/cell phones so remote agents can participate (D), and provides Extension Mobility so agents can log into any IP phone and inherit their personal extension and settings (E).

The distractors are wrong because they belong to different components: B (CTI screen pops) are delivered by the CTI Server / Unified ICM layer, not CUCM; C (Courtesy Callback) is a Cisco Unified CVP feature that manages IVR and scheduled callbacks; and F (call queuing) is handled by Unified CCE's routing engine or CVP, not CUCM.

Memory tip: Think "CUCM = the phone itself." If a feature is about the physical phone experience (which phone you log into, where your call goes physically, or using your cell as a desk phone), it's CUCM. If it's about intelligence, routing decisions, IVR, or screen data - that's CCE, CVP, or the CTI layer.

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