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

Question

Options

• Aagent to agent transfer
• BCisco Extension Mobility for agents
• Ccall queuing
• DCTI data on Cisco Agent Desktop screen pop

• A
  90% (26)
• C
  7% (2)
• D
  3% (1)

Explanation

Cisco Unified Communications Manager (CUCM) serves as the underlying call control platform, making it responsible for agent-to-agent transfers (A) because all call signaling and transfer logic runs through CUCM's telephony infrastructure. Extension Mobility (B) is also a native CUCM feature, allowing agents to log in to any IP phone and inherit their personal profile - this is purely a phone-system capability that CUCM manages independently of the CCE application layer.

Call queuing (C) is handled by Cisco Unified CCE's routing engine or Cisco Unified CVP, not CUCM - CUCM doesn't make queue decisions, it just processes calls once routing is determined. CTI screen pops (D) are delivered by the CTI OS component within Cisco Unified CCE and the agent desktop application (Finesse/CAD), not by CUCM, which has no awareness of CRM data or screen display logic.

Memory tip: Think of CUCM as the "dumb phone switch" - it manages phones (Extension Mobility) and call connections (transfers). Anything requiring intelligence about customers, queues, or data belongs to CCE or CVP, not CUCM.

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