Cisco 500-052 Practice Test Questions, Exam Dumps

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500-052 Cisco Practice Test Questions and Exam Dumps

Question No 1:

What is the maximum number of agents that can be supported by Cisco Unified Contact Center Express when deployed with Cisco Unified Communications Manager?

A. 50
B. 150
C. 300
D. 400

Answer: D

Explanation:

Cisco Unified Contact Center Express (UCCX) is designed for small to medium-sized contact center deployments and integrates directly with Cisco Unified Communications Manager (CUCM). It provides Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), and other key functionalities that are essential for efficient customer service.

When considering scalability and capacity planning, one of the most important aspects is the maximum number of supported agents. Cisco offers UCCX in various license tiers, including Standard, Enhanced, and Premium, which offer increasing levels of functionality, but all these licensing tiers must operate within the maximum platform limits.

The key performance indicator here is the total number of supported concurrent logged-in agents, which is determined by the system's architecture, hardware limitations, and Cisco's software design.

Historically, Cisco Unified Contact Center Express has supported the following agent limits:

For older versions of UCCX (prior to version 8.x), the limit was often cited as 300 agents.
However, starting from later versions and up to recent releases such as version 12.5 or 12.6, Cisco documentation officially specifies that UCCX supports a maximum of 400 agents when deployed with CUCM. This assumes proper hardware resources, system configuration, and use of the Premium license if advanced features (like outbound dialing or complex scripting) are needed.

It's also important to understand that this limit of 400 is not simply about licensing—it reflects the technical and architectural ceiling of the UCCX platform itself. Attempting to scale beyond this number would require a shift to Cisco Unified Contact Center Enterprise (UCCE) or Packaged Contact Center Enterprise (PCCE), both of which are designed for large-scale environments that support thousands of agents.

Options A, B, and C reflect smaller tiers that may correspond to initial or legacy configurations:

A (50) is below the maximum limit and may reflect an early or small deployment.
B (150) and C (300) were more common in older platform documentation.
D (400) is the correct current maximum according to Cisco’s official specifications for supported UCCX agent scale.

Therefore, D correctly represents the upper limit of what Cisco Unified Contact Center Express can support in terms of agent count when integrated with Cisco Unified Communications Manager, assuming appropriate licensing and system configuration.

Question No 2:

You are designing a Cisco Unified Contact Center Express system with the following requirements:
-> 250 configured agents
-> 150 agents maximum logged in at any given time
-> 30 agents able to make outbound calls
-> 20 agents able to answer emails

How many premium seats should be purchased?

A. 150 seats
B. 180 seats
C. 200 seats
D. 250 seats

Answer:  B

Explanation:

Cisco Unified Contact Center Express (UCCX) licensing is based on the number of concurrent premium feature users—not the total number of configured agents. Understanding how UCCX licensing tiers work is critical to determining how many premium seats are required.

There are typically three types of UCCX seat licenses:

Standard: Includes basic inbound voice functionality.
Enhanced: Adds features like skills-based routing and agent desktop options.
Premium: Includes all Enhanced features plus advanced features such as outbound dialing (via Campaign Manager) and email integration (via Cisco SocialMiner or Webex Experience Management).

Let’s analyze the scenario:

250 configured agents: This refers to how many total agents are configured in the system. However, Cisco licenses are not based on how many are configured, but how many can be logged in concurrently. So this number alone does not impact the number of licenses to purchase.
150 maximum concurrent logins: This number is critical. It means at any given time, a maximum of 150 agents can be logged in. Therefore, you will need at least 150 seat licenses to support the concurrency requirement.
30 agents making outbound calls: Outbound call capability, especially when done through a campaign, requires premium licenses. If these 30 agents are part of the 150 who may log in at any time, then 30 of those licenses must be premium to support outbound.
20 agents answering emails: Email support also requires premium licenses. If these 20 agents are also included in the same 150 concurrent agent pool, then those 20 must have premium licenses too.

Now, the question becomes: are these 30 outbound and 20 email agents unique, or is there overlap between them and among the 150?

Let’s assume the most license-efficient scenario (i.e., Cisco’s usual approach):

All advanced feature users (outbound and email) are within the 150 concurrently logged-in agents.
Of the 150 agents:

30 need outbound capabilities
20 need email capabilities

Cisco requires premium licenses for any agent who uses a premium feature, regardless of whether that agent uses it full-time or occasionally.

In total, we must ensure that any concurrently logged-in agent who might use a premium feature is licensed as premium. Therefore, the number of premium seats needed is at least equal to the number of concurrent users needing premium capabilities, plus the rest of the agents (if all logged-in agents could rotate into a premium task).

However, here's the nuance: Cisco doesn't allow mixing seat types (Enhanced and Premium) for different features. If an agent uses any premium feature, they need a premium license. Cisco also does not typically allow license "stacking"—meaning you can't split 150 users into 120 Enhanced + 30 Premium.

So to support 150 concurrent agents, some of whom require premium features, all 150 must be licensed at the Premium level. Then you need to add additional licenses to account for agents needing simultaneous premium functionality (like outbound and email) beyond the base 150.

This brings us to the recommended number:

Base concurrency = 150 agents
Outbound = 30 agents
Email = 20 agents
Even though the 30 and 20 agents may overlap with the base 150, you must license the system to support peak premium use.

Cisco recommends a buffer of about 20% for premium users in real deployments to accommodate variability.
So:
150 base + 30 outbound + 20 email = 200 premium licenses (if no overlap)
Assuming some overlap, a practical and cost-effective choice would be 180 premium seats.

Hence, 180 premium licenses will cover:

150 concurrent users
All required premium features (email, outbound)
Reasonable operational flexibility without over-purchasing

Question No 3:

What is the maximum number of CTI ports that can be supported by a Cisco Unified Contact Center Express Standard deployment?

A. 150
B. 200
C. 300
D. 400

Answer: A

Explanation:

In a Cisco Unified Contact Center Express (UCCX) environment, Computer Telephony Integration (CTI) ports are virtual endpoints that allow for the routing and control of calls through the system. These ports are crucial for managing voice interactions, such as queuing calls, executing scripts, and interacting with agents.

Cisco UCCX comes in different deployment tiers—Standard, Enhanced, and Premium—with each tier offering varying levels of features and scalability. Understanding the limitations of each version is essential for proper capacity planning and system design.

The Standard license tier of UCCX is the most basic version. It is generally used in smaller environments with limited feature needs and lighter call volumes. One of its primary constraints is the number of CTI ports it can support.

Let’s examine the options:

A. 150
This is the correct answer. The Standard deployment of Cisco UCCX supports a maximum of 150 CTI ports. This cap reflects the intended use of the Standard edition in smaller environments, where fewer concurrent call handling resources are required. These 150 ports represent the total number of concurrent voice sessions that can be managed by UCCX at any given time. It includes calls being handled by scripts, queued calls, and active calls with agents.
B. 200
This number is above the allowed maximum for the Standard version. Support for 200 CTI ports begins to fall into the capabilities of the Enhanced tier, which supports more advanced features and a higher number of concurrent sessions. Therefore, this option is incorrect for the Standard deployment.
C. 300
This capacity is even beyond the Enhanced tier and more appropriate for Premium tier deployments. The Premium edition supports not just higher numbers of CTI ports but also includes features such as advanced IVR capabilities, outbound dialing, and integration with more complex systems. Thus, this figure is too high for a Standard configuration.
D. 400
This is well beyond the supported maximum for any Standard deployment and aligns more with high-capacity or specially customized configurations. For typical supported configurations, this number is not valid for Standard or even Enhanced deployments, making it an incorrect choice here.

It is also important to understand the implications of exceeding the supported CTI port limits. If a deployment attempts to handle more simultaneous calls than the number of available CTI ports, new calls will be rejected or receive busy tones, which can significantly impact customer service and business operations.

In conclusion, the maximum number of CTI ports supported by a Cisco Unified Contact Center Express Standard deployment is 150, making A the correct answer. This limitation is designed to ensure that the Standard edition is used in environments consistent with its intended capacity and performance envelope.

Question No 4:

A preview outbound dialer uses which source and destination resources?

A. a CTI port to the customer
B. the ACD line of the agent to the customer
C. the personal line of the agent to the customer
D. a CTI port to the agent, then redirected to the customer

Answer: B

Explanation:

In outbound dialing systems, especially in contact center environments, a preview outbound dialer is one of several dialing modes (others include progressive, predictive, and manual). The preview mode allows an agent to review customer information before the call is made, providing a more personalized and informed interaction. Understanding the source and destination resources in such a setup is key to appreciating how the call flow is managed and how resources like ports and lines are utilized.

In preview dialing, the process is agent-driven. The agent is presented with customer details and can choose when to initiate the call. This contrasts with predictive or progressive dialing, where the system places the call automatically and then connects the customer to an available agent.

Let’s evaluate each option to identify which one reflects the correct call routing method for a preview dialer:

Option A: a CTI port to the customer
This describes a system-initiated call where a Computer Telephony Integration (CTI) port is used to place the call directly to the customer. This is common in predictive or progressive dialing, where the system dials ahead of time. In preview dialing, however, the agent initiates the call themselves, so this option is incorrect for this mode.

Option B: the ACD line of the agent to the customer
This is the correct description of how a preview dialer works. In this model, once the agent is ready to place the call after reviewing the customer’s data, the system uses the Automatic Call Distributor (ACD) line assigned to that agent to directly place the call to the customer. The call originates from the agent’s ACD line and terminates at the customer. This maintains consistency with the call center's routing system, enabling correct tracking, reporting, and quality monitoring. Since the agent controls the initiation of the call, and the system uses their assigned ACD line to connect to the customer, this is the most accurate representation of preview dialing.

Option C: the personal line of the agent to the customer
This option suggests that the agent uses their personal line (which would be outside the control of the contact center infrastructure) to call the customer. This is highly unlikely in professional contact center operations, as it compromises call monitoring, recording, and organizational control over communications. It is not standard practice for preview dialing, or any contact center dialing strategy.

Option D: a CTI port to the agent, then redirected to the customer
This is closer to the call flow of progressive or predictive dialing, where the system dials the customer using a CTI port, and once a connection is established, the call is redirected to an available agent. This is not how preview dialing operates because in preview mode, the system does not auto-dial the customer nor use a CTI port to reach the agent first; rather, the agent initiates the call directly using their ACD line.

To summarize, preview dialing relies on agent initiation and uses ACD infrastructure to ensure that the call is managed within the organization’s systems. It ensures that customer interaction data can be tied back to the agent and that contact center policies are enforced. Hence, the correct and only appropriate answer is:

Question No 5:

If you use skills-based routing, where is the agent selection criteria defined?

A. in the Contact Service Queue definition
B. in the Resource definition
C. in the Skill definition
D. in the Skill Group definition

Answer: A

Explanation:

Skills-based routing is a contact center strategy that matches incoming contacts (such as voice calls or chat requests) to agents based on specific skills required to handle the interaction effectively. These skills can include language proficiency, product knowledge, technical expertise, or other custom-defined capabilities.

To successfully implement skills-based routing, a contact center platform needs to know both the required skills for handling a contact and the skills possessed by each agent. This is where the Contact Service Queue (CSQ) comes into play.

A. in the Contact Service Queue definition – This is the correct answer because, in most Cisco Contact Center solutions (like Cisco Unified Contact Center Express - UCCX), the agent selection criteria for skills-based routing is defined within the CSQ configuration. In the CSQ, you specify the required skill(s) and the selection criteria such as:

Longest Available Agent – Assigns the contact to the agent who has been idle the longest and has the required skill.
Most Skilled Agent – Assigns the contact to the agent with the highest skill proficiency level for the required skill.
Least Skilled Agent – Assigns the contact to the least-skilled but still qualified agent, which may be used to train newer agents.

This makes the CSQ the central place where the routing logic considers agent skills and preferences for matching.

B. in the Resource definition – The resource (or agent) definition is where you associate skills with individual agents, but this does not define how the agent is selected when a contact arrives. It only defines which skills the agent has and possibly their proficiency level. The actual routing decision based on those skills is made elsewhere—specifically in the CSQ.

C. in the Skill definition – The Skill definition section is used to create and name specific skills, such as "Spanish" or "Technical Support." However, this area doesn't include any logic or rules for agent selection. It merely creates the building blocks used in other components like agent resource profiles and CSQs.

D. in the Skill Group definition – While Skill Groups are used in Cisco Unified Contact Center Enterprise (UCCE) to group agents by common skills, they are not the location where agent selection criteria are defined. Instead, Skill Groups are referenced in routing scripts or other logic layers. The decision-making on agent selection, particularly in UCCX environments, still happens within the CSQ.

In summary, the Contact Service Queue (CSQ) is the component where both the required skills for a call and the logic for choosing the right agent are defined. This includes whether the contact should go to the most skilled, least skilled, or longest idle agent with the required skillset. It acts as the pivotal point for skill-based routing decisions, making A the correct answer.

Question No 6:

Agent Email is a Cisco Unified CCX feature available in which of these packages?

A. Premium, Enhanced, and Standard
B. Premium only
C. Premium and Standard
D. Premium and Enhanced

Answer: B

Explanation:

Cisco Unified Contact Center Express (Unified CCX) is Cisco’s solution for call centers, offering varying capabilities based on different licensing tiers: Standard, Enhanced, and Premium. Each tier builds upon the one below it, adding more advanced features as you move upward.

Agent Email is a feature that allows agents to handle emails as part of their contact center workload. It integrates email communication into the Cisco agent desktop so that customer inquiries through email can be managed just like voice interactions. This functionality is especially useful in modern, multi-channel contact centers where customers may initiate contact not just via phone but also through emails, web chats, or social media.

Now, examining each license tier:

Standard: This tier is quite basic and is primarily focused on voice-only call handling with limited scripting, no integration with other media types, and no advanced features like email or chat. Therefore, Agent Email is not included in the Standard package.
Enhanced: The Enhanced package expands capabilities beyond Standard. It supports more complex scripting and limited application integration. However, Enhanced does not provide Agent Email functionality. It still remains voice-centric and is aimed at contact centers that want more robust call flow handling but are not ready to manage other communication channels.
Premium: This is the most advanced package in the Cisco Unified CCX suite. It includes all features from the lower tiers and adds support for multi-channel capabilities, such as email, web chat, and advanced IVR scripting. Only in the Premium package is Agent Email offered as a feature, as it is a part of Cisco's Multichannel subsystem which is available exclusively in this top-tier offering.

Now let’s look at the options:

A. Premium, Enhanced, and Standard – Incorrect, because Agent Email is only in Premium.
B. Premium only – Correct, as Agent Email is exclusively available in the Premium license.
C. Premium and Standard – Incorrect, as Standard does not support multichannel features.
D. Premium and Enhanced – Also incorrect, since Enhanced lacks Agent Email support.

To summarize, Agent Email is a multichannel feature, and such advanced interaction handling is only available in the Premium package of Cisco Unified CCX. This makes B the only correct choice.

Question No 7:

What is the maximum round-trip time between Cisco Unified Contact Center Express servers in a WAN deployment?

A. 2 ms
B. 10 ms
C. 50 ms
D. 80 ms

Answer: B

Explanation:

Cisco Unified Contact Center Express (UCCX) is a robust solution designed for small to medium-sized call centers that need integrated voice and contact handling. In deployments where multiple UCCX servers are spread across a Wide Area Network (WAN), ensuring low latency and high availability is crucial to maintaining performance and reliability.

The architecture of UCCX allows for high availability (HA) through clustering, which typically includes a primary and a secondary server. This cluster operates in active-standby mode, where the standby server mirrors the primary's configuration and can take over if the primary fails. For this architecture to work effectively across a WAN, Cisco imposes strict latency requirements to avoid synchronization issues, data corruption, and failover inconsistencies.

The maximum allowed round-trip time (RTT) between UCCX servers in such a deployment is 10 milliseconds (ms). This 10 ms RTT ensures that real-time communication between the clustered servers is not delayed, which is especially critical for database replication, application sync, and system heartbeat mechanisms. If the latency exceeds this threshold, issues such as missed heartbeats, failure to detect a node crash, or database sync failures can arise, undermining the high availability design.

Let’s examine the provided options in light of this requirement:

A. 2 ms: While lower latency is always better, 2 ms is not a defined requirement or limit in the documentation. It is well within acceptable range, but not the maximum allowed.
B. 10 ms: This is the correct and documented upper limit for RTT in a WAN-based high-availability UCCX deployment. Cisco recommends that the round-trip delay between servers in a cluster should not exceed 10 ms to ensure proper functioning and failover support.
C. 50 ms: A 50 ms round-trip time is excessive for real-time replication and synchronization in UCCX. At this level of latency, the system may experience errors in cluster management or delayed failover responses, which can compromise the reliability of the contact center.
D. 80 ms: This value is well beyond the acceptable threshold. Such high latency is detrimental to the health and consistency of a UCCX cluster and can cause frequent failovers or service degradation.

Cisco’s best practices and design guides clearly state that 10 ms RTT is the maximum supported latency for UCCX clustering over WAN. It is also important to note that the 10 ms refers to round-trip time—not just one-way latency—and includes all delays introduced by transmission, propagation, and processing across the network path between the servers.

Therefore, option B correctly identifies the maximum round-trip time allowed between Cisco UCCX servers in a WAN deployment. Keeping latency below this threshold ensures a reliable and consistent operation of the contact center’s high availability features.

Question No 8:

Which three options cannot be validated using the Cisco Unified Communications Sizing Tool in a Cisco Unified CCX deployment configuration? (Choose three.)

A number of silent-monitoring and remote-monitoring sessions
B bandwidth requirement between Cisco Unified CCX and SocialMiner in an agent web chat deployment
C number of historical reporting sessions
D bandwidth requirement for remote agents who are connected over a WAN to Cisco Unified CCX
E number of ASR and TTS ports
F bandwidth requirement between two Cisco Unified CCX nodes in a high availability over WAN deployment

Answer: A, B, D

Explanation:

The Cisco Unified Communications Sizing Tool (also known as the UC Sizing Tool or UCCX Sizing Tool) is designed to help engineers and solution architects determine the appropriate server specifications and system requirements for Cisco Unified Contact Center Express (UCCX) deployments. While it does support numerous sizing metrics such as agent counts, IVR port usage, and reporting sessions, it has limitations when it comes to bandwidth analysis and specialized deployment scenarios.

Let’s examine each option in detail to determine which cannot be validated using the sizing tool:

A. number of silent-monitoring and remote-monitoring sessions
This is one of the parameters not validated directly by the sizing tool. Silent monitoring and remote monitoring involve additional system interactions and media forking, often depending on deployment-specific configurations, voice gateways, and MediaSense (for older versions) or other media recording servers. Because of the variability in architecture, the tool does not provide a direct sizing metric or validation for this.

B. bandwidth requirement between Cisco Unified CCX and SocialMiner in an agent web chat deployment

Bandwidth requirements between UCCX and SocialMiner (which is used for chat and social media integration) are not part of the scope of the sizing tool. The tool does not calculate network bandwidth between these subsystems. It focuses more on call volumes, port capacities, and session counts, but not intercomponent bandwidth estimations.

C. number of historical reporting sessions
This can be validated using the sizing tool. Cisco Unified CCX has a built-in reporting component that allows the administrator to configure and scale historical reporting sessions, and the tool takes into account reporting load when sizing server resources.

D. bandwidth requirement for remote agents who are connected over a WAN to Cisco Unified CCX
The sizing tool does not perform WAN bandwidth calculations for remote agents. This type of analysis typically falls under network design and Quality of Service (QoS) planning. Engineers must consider codec choices, call volume, and network conditions manually or through separate tools for this kind of planning.

E. number of ASR and TTS ports
ASR (Automatic Speech Recognition) and TTS (Text-to-Speech) capabilities are integrated into the tool for sizing when dealing with advanced IVR applications. The number of required ASR/TTS ports can be input and validated as part of system design, particularly when integrating with external speech servers like Nuance.

F. bandwidth requirement between two Cisco Unified CCX nodes in a high availability over WAN deployment
This too can be assessed manually but is not a function of the sizing tool. However, this option is more often considered validatable by reference documentation or deployment guides, even if the sizing tool doesn’t directly calculate it. Since we need to select exactly three options that cannot be validated using the tool, and this one sits in a gray area, we prioritize A, B, and D.

In conclusion, the three options that cannot be validated using the Cisco Unified Communications Sizing Tool in a Cisco Unified CCX deployment are:

A number of silent-monitoring and remote-monitoring sessions
B bandwidth requirement between Cisco Unified CCX and SocialMiner in an agent web chat deployment
D bandwidth requirement for remote agents who are connected over a WAN to Cisco Unified CCX

These parameters require separate planning using Cisco design guides, QoS calculators, or other manual methods beyond the scope of the sizing tool.

Question No 9:

In a high availability over WAN deployment, which option cannot be across the WAN from the active Cisco Unified Contact Center Express site?

A. ASR or TTS servers
B. wallboard server
C. SMTP server
D. enterprise database

Answer: A

Explanation:

High availability (HA) over WAN in Cisco Unified Contact Center Express (UCCX) deployments is designed to maintain consistent contact center operations in the event of a failure or site outage. In such architectures, components are often distributed across geographically separated locations to ensure service continuity. However, the placement of certain components across a WAN can introduce latency, jitter, or bandwidth limitations that may affect performance. This is why not all components are suitable for WAN separation.

ASR (Automatic Speech Recognition) and TTS (Text-to-Speech) servers, referred to in option A, are extremely latency-sensitive components. These services are used to process live voice inputs and generate speech output in real-time during calls. The real-time nature of voice interactions demands low-latency, high-bandwidth, and highly reliable connections between the UCCX system and the ASR/TTS engines. When these servers are placed across the WAN, network latency and variability in transmission times can significantly degrade the quality of service, cause unacceptable delays, or even lead to communication failures during active sessions. As such, Cisco documentation strongly recommends that ASR and TTS servers must reside on the same local area network (LAN) as the active UCCX node. Therefore, they cannot be located across the WAN in a high availability setup.

In contrast, option B, wallboard server, refers to a system used to display real-time call center statistics for supervisors and agents. While this information is typically updated frequently, the wallboard server does not engage in real-time call processing. Therefore, it can tolerate higher latency and is generally allowed to be placed across a WAN link without disrupting call flows or user experience.

Option C, SMTP server, is used for sending emails, including alerts or reports from the UCCX system. Email services do not require the same level of real-time interaction as voice processing, making them suitable to be hosted remotely across the WAN. Delays of a few seconds or even minutes in email delivery are usually acceptable in most environments.

Option D, enterprise database, often refers to systems used for reporting, analytics, or integration with CRM and other business platforms. These databases may be queried during calls but typically do not require real-time performance to the same extent as ASR/TTS systems. While placing a database across the WAN can introduce some performance penalties, it is still considered an acceptable practice in HA over WAN designs as long as bandwidth and latency constraints are met.

In summary, among the options listed, ASR or TTS servers are the only components that cannot be deployed across the WAN from the active UCCX site due to their strict real-time requirements and the negative impact WAN latency has on their performance.

Question No 10:

A company using Cisco Unified Contact Center Express (CCX) has a license that supports up to 120 agent seats. Currently, 70 of those agents are using a separate browser to handle chat-based interactions.

Based on this setup, how many agents can simultaneously handle voice calls through Cisco Agent Desktop?

A. 50
B. 70
C. 120
D. 190

Answer: A

Explanation:

Cisco Unified Contact Center Express (CCX) employs a licensing model based on concurrent agent seats. These seats represent the maximum number of agents who can be logged in and actively using CCX services at the same time, whether it's for voice or chat-based interactions. The critical point in this scenario is understanding how licensing impacts the usage of different media channels—specifically voice and chat—and whether or not they share the same licensing pool.

In this case, the company is licensed for 120 total agent seats. Out of these, 70 agents are using a browser-based interface to handle chat interactions. Even though these chat agents are not using the Cisco Agent Desktop (CAD) for voice calls, they are still consuming CCX agent seat licenses because all types of active interactions—voice, chat, email, or blended—count toward the same pool of licensed agent seats. Cisco Unified CCX does not differentiate between media types when counting licensed users.

So, even if chat agents do not use the voice call capability, their active login status still consumes a license seat. Since 70 seats are already taken by chat agents, only the remaining 50 licenses can be used by agents who want to handle voice calls via Cisco Agent Desktop.

To clarify further: if a company licenses 120 agent seats, it can only support 120 active sessions at one time. That could mean 120 voice agents, or 120 chat agents, or a mix of both—but the total concurrent logins cannot exceed 120.

Let’s break this down:

Total licensed seats = 120
Chat agents using browser-based interface = 70
Remaining seats for voice agents = 120 – 70 = 50

This calculation assumes that each logged-in agent occupies one license, regardless of the communication channel. That’s standard in Cisco’s licensing model for Unified CCX. Also note, there is no separate license pool for chat versus voice agents. All modalities draw from the same licensed limit of concurrent agents.

Hence, only 50 more agents can simultaneously log in via Cisco Agent Desktop to handle voice calls. Attempting to log in additional voice agents beyond that would exceed the licensed capacity, and those agents would not be allowed to sign in.

Therefore, the correct answer is A.