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Cisco 642-241 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Reporting and Monitoring | 10% | - Historical and real-time reporting
|
| Cisco Unified Contact Center Enterprise (UCCE) Architecture | 20% | - Deployment models
|
| Design Best Practices and Capacity Planning | 15% | - Best practice design principles
|
| Scripting and Call Flow Design | 20% | - Cisco ICM scripting fundamentals
|
| Peripheral Gateway and System Integration | 15% | - CRM and third-party integration
|
| Call Routing and Dial Plan Design | 20% | - Integration with PSTN and enterprise telephony
|
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
When Cisco Unified Contact Center Enterprise is deployed with Cisco Unified IP IVR as the queue point, where does Ring No Answer treatment get defined?
- A. In the re-query node in the Cisco Unified Contact Center Enterprise routing script
- B. In the Cisco Unified IP IVR application editor script
- C. In the Cisco Unified Contact Center Enterprise Agent desk settings in ConfigManager
- D. In the Cisco Unified Communications Manager Call Forward No Answer setting
Correct Answer: C 🗳️
Cisco provides a web-based Cisco Unified Communications Sizing Tool as well as a Cisco Unified Communications Manager Capacity Tool. Which statement best identifies the differences between these two tools?
- A. The Cisco Unified Communications Sizing Tool provides Cisco Unified Communications Manager cluster sizing guidance.
- B. The Cisco Unified Communications Sizing Tool provides hardware recommendations for both Cisco Unified Communications Manager and Cisco Unified Contact Center Enterprise.
- C. The Cisco Unified Communications Manager Capacity Tool includes sizing factors for the Cisco Unified Contact Center Enterprise such as outbound dialer ports and mobile agents.
- D. The Cisco Unified Communications Manager Capacity Tool allows for growth factors to size the system.
Correct Answer: B 🗳️
All of these statements about high availability with a Cisco Unified Intelligent Contact Management (ICM) central controller are true except which one?
- A. In the event that one call router of a duplex pair of Cisco Unified ICM call router fails, the surviving call router recognizes the failure when it receives no response to heartbeats over the private LAN.
- B. There is no impact on call processing during a Cisco Unified ICM Logger failure.
- C. In the event that the private LAN fails, the peripheral gateways are used to help determine the active call router side of the duplex pair.
- D. During Cisco Unified ICM call router failover processing, calls in progress in Cisco Unified IP IVR will be disconnected, but all new calls will be successfully processed.
Correct Answer: D 🗳️
In the Cisco Unified Contact Center Enterprise solution, which CTI option is required to support an integration to drive Siebel agent workflows and provide data to the Siebel application?
- A. either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or Cisco Agent Desktop Browser Edition
- B. Cisco Unified Contact Center Enterprise Cisco Agent Desktop with optional keystroke macro integration
- C. Cisco Unified Contact Center Enterprise CTI Object Server with the Siebel CRM Connector
- D. either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or CTI Object Server
- E. Cisco Unified Contact Center Enterprise Cisco Agent Desktop Browser Edition with Siebel using the embedded browser option
Correct Answer: C 🗳️
In the Cisco Unified Contact Center Enterprise solution, which agent-initiated transfer method is not supported?
- A. consult transfer to a skill group or queue
- B. consult transfer to another agent
- C. blind transfer to another agent
- D. hookflash transfer to the Cisco Unified IP IVR
Correct Answer: D 🗳️
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