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Cisco 642-241 Exam Syllabus Topics:

Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:

1. 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.

2. 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.

3. 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.

4. 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

5. 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

Solutions: