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Cisco 642-241 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Design Best Practices and Capacity Planning | 15% | - Scalability and sizing
|
| Topic 2: Call Routing and Dial Plan Design | 20% | - Integration with PSTN and enterprise telephony
|
| Topic 3: Scripting and Call Flow Design | 20% | - Advanced call flow design
|
| Topic 4: Reporting and Monitoring | 10% | - System monitoring
|
| Topic 5: Peripheral Gateway and System Integration | 15% | - CRM and third-party integration
|
| Topic 6: Cisco Unified Contact Center Enterprise (UCCE) Architecture | 20% | - Deployment models
|
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
1. When using the Cisco Unified IP IVR in a Cisco Unified Contact Center Enterprise solution, what are three best practices to improve the availability of the solution? (Choose three.)
A) Use default labels in the Cisco Unified Contact Center Enterprise routing scripts.
B) Use default scripts in the Cisco Unified IP IVR.
C) Add multiple duplex or redundant Cisco Unified IP IVRs to create a Cisco Unified IP IVR cluster.
D) Use Cisco Unified Contact Center Enterprise scripting to control call delivery to Cisco Unified IP IVRs based on available ports or peripheral status.
E) Use the Cisco Unified Communications Manager call forwarding features on CTI route points and devices associated with the Cisco Unified IP IVR.
F) Use the Cisco Unified IP IVR high-availability option.
2. Which three of these features are supported by the Cisco Unified Contact Center Enterprise Cisco Unified IP Phone Agent? (Choose three.)
A) Cisco Agent Desktop automated workflows
B) Cisco Agent Desktop supervisor agent reskilling
C) call center statistics
D) call recording
E) silent monitoring
3. In the Cisco Unified Contact Center Enterprise 8.0(x) solution, historical interval reports can be generated in either 15-minute or 30-minute intervals. Which statement is true?
A) The Cisco ICM database schema was updated to include new quarter-hour tables, which are only populated when the 15-minute interval option is used.
B) The Cisco ICM database schema contains half-hour tables, but they are no longer populated unless the 30-minute interval option is used.
C) The Cisco ICM database schema was updated to include new interval tables, which are populated for both 30-minute or 15-minute data, but the original half-hour tables are not populated.
D) All peripherals in the Cisco Unified Contact Center Enterprise must use the same interval-reporting method, either 30-minute or 15-minute.
4. The output of an ACD Peripheral Gateway and a Cisco Unified Communications Manager Peripheral Gateway to the Central Controller Bandwidth Calculator spreadsheet tool provides three bandwidth values. How are they used?
A) The Medium and Low values are added together to size the priority queue for the QoS tagging at AF11.
B) The three values are added together to get the total link that is required between the Peripheral Gateway and the call router.
C) The High and Medium values are added together to size the priority queue for the QoS tagging at AF31.
D) The High value is used to size the priority queue for the QoS tagging at AF31.
5. 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 hardware recommendations for both Cisco Unified Communications Manager and Cisco Unified Contact Center Enterprise.
B) The Cisco Unified Communications Sizing Tool provides Cisco Unified Communications Manager cluster sizing guidance.
C) The Cisco Unified Communications Manager Capacity Tool allows for growth factors to size the system.
D) 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.
Solutions:
| Question # 1 Answer: B,D,E | Question # 2 Answer: C,D,E | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: A |
