Which two statements about combining IP telephony and Cisco Unified Contact Center Enterprise Extensions on the same IP phone are true? (Choose two.)

Question

Options

• ACisco Unified CCE supports only one agent ACD line on the IP phone.
• BThe ACD line on the IP phone may have voicemail or call forwarding defined.
• CIn a typical call center, the ACD line is the first line on the phone to make it easier for the agent to
• DThe agent state changes based on the activity of the ACD line.
• EIf the agent picks up the phone to place a call, the agent is put into ready mode.

• A
  76% (16)
• B
  5% (1)
• C
  14% (3)
• E
  5% (1)

Explanation

A is correct because Cisco Unified CCE enforces a strict one-ACD-line-per-phone rule - only one line button on the IP phone is designated for incoming ACD (queue) calls, even if the phone has multiple line appearances. D is correct because the agent's state machine (Ready, Talking, Wrap-Up, Not Ready) is driven entirely by activity on that ACD line - answering, holding, or releasing a call on it triggers automatic state transitions.

B is wrong because the ACD line must be kept "clean" - voicemail, call forwarding, or other phone-level features on the ACD line would intercept calls before UCCE can manage routing and agent states, breaking contact center logic. C is wrong (and notably truncated) because best practice is to place the ACD line on the second line button, not the first, so the agent's personal extension remains primary and outbound calls don't accidentally go out over the ACD line. E is wrong because picking up the phone to place an outbound call on a non-ACD line puts the agent into Not Ready mode (to block new inbound ACD calls), not Ready mode - Ready means the agent is available to receive queue calls.

Memory tip: Think "ACD = Agent Control Driver" - one line drives the agent's entire state. Everything else on the phone (personal line, voicemail, forwarding) must stay separate and off the ACD line.

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