isco Unified Communications Manager (CUCM) is used as a call agent in Cisco Unified Contact Center Express (Unified CCE) environments [1]. In this configuration, CUCM asks ICM (the call routing application in the Unified CCE) what to do with Unified CCE calls and routes the call according to the instructions provided by the Unified CCE. The other options (B, C, and D) are not related to how CUCM functions in CCE.

1. Cisco Unified Communications Manager Version 11.0 - Retirement ...

https://www.cisco.com/c/en/us/obsolete/unified-communications/cisco-unified-communications-manager-version-11-0.html

Contact Center should typically be provided with IVR and Queuing and Skill-Based Routing functionalities. IVR and Queuing allow for automated call handling and routing of calls based on customer information and preferences, while Skill-Based Routing allows for calls to be routed to the most suitable agent based on their skills and availability. Surveys, TCP/IP, and Routing Protocols are not typically provided in a Contact Center.

Cisco Unified Intelligence Center will provide two types of reports: Real-time Report and Historical Report.

for CCE to begin routing the contact and start processing the call, two components must be configured: an ICM script and Skill Targets.

 the Agent Desktop Admin Role can access the Script Editor tool and the Config Manager Tools. The Script Editor tool allows agents to customize their scripts, while the Config Manager Tools allow administrators to manage their configuration settings across multiple devices.