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Cisco 642-241 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Cisco Unified Contact Center Enterprise (UCCE) Architecture | 20% | - Core components and system architecture
|
| Topic 2: Peripheral Gateway and System Integration | 15% | - PG configuration and role
|
| Topic 3: Call Routing and Dial Plan Design | 20% | - Routing logic design
|
| Topic 4: Design Best Practices and Capacity Planning | 15% | - Scalability and sizing
|
| Topic 5: Reporting and Monitoring | 10% | - System monitoring
|
| Topic 6: Scripting and Call Flow Design | 20% | - Cisco ICM scripting fundamentals
|
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
Question #1
In the Cisco Unified Contact Center Enterprise solution, which two agent CTI desktop options support Transport Layer Security? (Choose two.)
A. CTI OS Agent Desktop using .NET CIL
B. Cisco Agent Desktop
C. CTI OS Agent Desktop using Java CIL
D. CTI OS Agent Desktop using C++ CIL
Question #2
Microsoft Windows Active Directory in Cisco Unified Contact Center Enterprise controls all of these types of user access except which one?
A. service account login
B. ConfigManager user access on Admin Workstation
C. Supervisor CTI OS or Cisco Agent Desktop user login
D. WebView user login
Question #3
In the Cisco Unified Contact Center Enterprise solution, what is the impact to the system if call queue times increase?
A. Additional queue ports may be required to ensure that callers are able to be queued and hear appropriate treatment.
B. No additional ports are required because the system will automatically put callers on hold in Cisco Unified Communications Manager waiting for a queue port to become available.
C. Additional Cisco Unified Communications Manager MTP resources are required to terminate media longer for callers in queue.
D. Additional Cisco Unified Contact Center Enterprise Call Routers and Loggers are required.
Question #4
In a Cisco Unified Contact Center Enterprise 7.5(1) design, the customer requires that its agents be able to have personal lines (DID) as well as their agent extensions. Using the Cisco Unified Communications Manager 6.1(1) partition feature, how should the following agent phone be configured?
Agent ACD linE. 4000 (DN)
Agent DID linE. 5000 (personal line)
Partition: Personal - Allow personal calls
Partition: ACDDN - Allow Cisco Unified Contact Center Enterprise calls only
A. Line 1: 4000 Partition ACDDN, Line 2: 4000 Partition Personal
B. Line 1: 4000 Partition ACDDN, Line 2: 5000 Partition Personal
C. Line 1: 5000 Partition ACDDN, Line 2: 5000 Partition Personal
D. Line 1: 4000 Partition Personal, Line 2: 4000 Partition ACDDN
Question #5
Which two Cisco Unified Contact Center Enterprise CTI solutions support silent monitoring of agent calls using desktop monitoring rather than VoIP Monitor servers? (Choose two.)
A. Cisco Unified Contact Center Enterprise CTI Object Server Agent Desktop
B. Cisco Unified Contact Center Enterprise Siebel CRM Connector
C. Cisco Unified Contact Center Enterprise Cisco Agent Desktop Browser Edition
D. Cisco Unified Contact Center Enterprise Cisco Agent Desktop
Solutions:
| Question #1 Correct Answer: B,D | Question #2 Correct Answer: C | Question #3 Correct Answer: A | Question #4 Correct Answer: B | Question #5 Correct Answer: A,D |
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