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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Dial Plan and Call Routing Design | - Routing scripts and VXML/CVP integration concepts - Routing logic and call treatment design - Dial plan considerations for enterprise contact centers |
| Topic 2: System Sizing and Capacity Planning | - Scalability considerations for distributed deployments - High availability and redundancy design - Agent, call volume, and concurrency planning |
| Topic 3: Cisco Unified CVP (Customer Voice Portal) | - Self-service call flows and IVR design - SIP and voice gateway integration - CVP deployment models (standalone, comprehensive) |
| Topic 4: Security and Integration | - Security design for contact center environments - CRM and third-party system integration concepts - Integration with Cisco Unified Communications Manager |
| Topic 5: UCCE Architecture and Components | - Cisco Unified Contact Center Enterprise architecture overview - Core components (ICM, CVP, PG, Finesse, CUCM integration) - Call routing architecture and call flow design |
| Topic 6: Reporting and Monitoring | - System monitoring and troubleshooting considerations - Historical and real-time reporting concepts - Cisco Unified Intelligence Center (CUIC) reporting design |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
When a Cisco Unified Contact Center Enterprise agent transfers a call to another agent on a different Cisco Unified Communications Manager cluster, what is the impact if the agent dials the phone number of the second agent directly to perform the transfer?
- A. The second agent will not get screen pop data about the call.
- B. The second agent will not be able to perform a secondary transfer of the call.
- C. The different call leg records will be linked in the Cisco Unified Contact Center Enterprise database Termination Call Detail Variable Table.
- D. The caller will not hear queue music during the transfer.
Correct Answer: A 🗳️
When configuring Cisco Unified Communications Manager for use with the Cisco Unified Mobile Agent option of Cisco Unified Contact Center Enterprise, which statement is true?
- A. Each mobile agent must have its own dedicated set of CTI ports that are tied to the Agent ID in Cisco Unified Contact Center Enterprise.
- B. Each mobile agent must have its own unique JTAPI user in Cisco Unified Communications Manager.
- C. Each mobile agent can use one set of CTI ports from a pool of remote CTI ports and local CTI ports.
- D. Each mobile agent must have a Cisco Extension Mobility profile to log in remotely.
Correct Answer: C 🗳️
When using the Cisco Unified Communications Manager Extension Mobility feature with Cisco Unified Contact Center Enterprise, which two are the correct sequences for agent login and logout? (Choose two.)
- A. Log out of Extension Mobility and Cisco Agent Desktop at the same time.
- B. Log out of Extension Mobility followed by Cisco Agent Desktop.
- C. Log in to Cisco Agent Desktop followed by Extension Mobility.
- D. Log out of Cisco Agent Desktop followed by Extension Mobility.
- E. Log in to Extension Mobility and Cisco Agent Desktop at the same time.
- F. Log in to Extension Mobility followed by Cisco Agent Desktop.
Correct Answer: D,F 🗳️
Which three features or functionalities does Cisco Unified Communications Manager provide for the Cisco Unified Contact Center Enterprise solution? (Choose three.)
- A. call routing from PSTN gateway to Cisco Unified IP IVR
- B. agent, supervisor, and team configuration
- C. hunt groups and pickup groups for Cisco Unified Contact Center Enterprise
- D. call routing from PSTN gateway to agents
- E. Cisco Extension Mobility for agents
- F. CTI data on Cisco Agent Desktop screen pop
Correct Answer: A,D,E 🗳️
Which factor has the largest impact on bandwidth sizing for the visible network connection between the Cisco Unified Contact Center Enterprise VRU Peripheral Gateway and the Call Router?
- A. busy hour call attempts
- B. number of agents
- C. percentage of calls queued
- D. number of call and ECC variables
Correct Answer: A 🗳️
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