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500-051Updated 8d ago · Aug 28, 2026

500-051: UCCX Written Exam

49 questions across 1 topics, with suggested answers, explanations where available, and imported community discussion. The first 4 questions are free to preview.

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1Design a Unified Contact Center Express System Deployment494

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Question 1 · Design a Unified Contact Center Express System Deployment Open

An organization wants to obtain an account number from a customer through IVR prompts. Then, using a keystroke macro, the customer wants to enter the account number into the account-number field in the agents’ CRM desktop application. The keystroke macro will also launch the CRM desktop application, which performs a database lookup from the CRM Database server to retrieve the customer record. Assuming the organization wants the lowest-cost solution, which product does it need for this capability?

Answer: B Cisco Unified Contact Center Express is licensed in tiers: Standard provides only basic automatic call distribution without CTI integration, Enhanced adds CTI-based agent desktop integration including keystroke macros and screen pop with backend database lookups driven by IVR-collected data, and Premium builds further on Enhanced by adding outbound dialing and additional contact channels; because the requirement here is limited to IVR data collection plus a CTI screen-pop/database-lookup macro on the agent desktop, Cisco Unified CCX Enhanced is the lowest-cost edition that satisfies it.
Question 2 · Design a Unified Contact Center Express System Deployment Open

A Cisco Unified CCX deployment has licenses for 120 agent seats, of which 70 agents log in as chat agents through a standalone browser. In this scenario, how many agents can handle voice calls through Cisco Agent Desktop?

Answer: A Unified CCX web chat is a Premium agent capability and may be handled through a standalone browser, but those users are still Unified CCX agents. Licensing is based on logged-in agents, so 70 chat-agent logins consume 70 of the 120 licensed seats, leaving 50 agent seats for voice-call handling. **Learn more:** [Cisco Unified Contact Center Express Features Guide, Release 12.5(1) — Digital Channels](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5/features/guide/uccx_b_125features-guide/uccx_b_125features-guide_chapter_011.html) · [Cisco Unified Contact Center Express Features Guide, Release 12.5.1 SU1 — Smart Licensing](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su1/features/guide/uccx_b_1251su1features-guide/uccx_b_1252features-guide_chapter_01000.html)
Question 3 · Implement a Unified Contact Center Express System Open

Which two resource-selection criteria are offered for a chat Contact Service Queue? (Choose two.) Page 5 -

Answer: A, D For a Unified CCX chat Contact Service Queue, **Longest Available** routes the chat to the agent who has been available for the longest time, while **Most Skilled** selects the eligible agent with the highest total competency across the applicable assigned skills. **Learn more:** [Cisco Unified Contact Center Express Features Guide, Release 15.0](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/features/guide/uccx_b_1501_features-guide.pdf)