Which two functionalities should a Contact Center typically be provided? (Choose two.)

Core functions of an enterprise contact centre are to get the caller to the right resource and manage callers while they wait. Cisco UCCE provides skills-based routing to match caller needs with the appropriately skilled agent and uses IVR/queuing micro-applications to play prompts and hold callers until an agent is available. These two are cited as baseline capabilities in Cisco’s official feature documentation; the other items are either optional add-ons or general network services, not contact-centre functions.

B. Surveys – Post-call surveys are optional value-add services, not a foundational contact-centre capability.
D. TCP/IP – Transport protocol; required for networking but not a specific contact-centre function.
E. Routing Protocols – OSPF/BGP etc. are network-layer mechanisms, unrelated to contact-centre call distribution.

1. Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1), “Skills-Based Routing”, p.4-2.

2. Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1), “IVR and Queuing”, p.5-1.