642-241 Online Practice Questions and Answers

When deploying the Cisco unified Contact center enterprise platform on the Cisco Unified Computing System, each component has a specific performance profile for the virtual CPU and RAM. Match the component to the correct profile.

Select and Place:

Select and Place:

Which protocol does the Cisco Unified ICM use to interface with the Cisco Unified Communications Manager in the Cisco Unified Contact Center Enterprise solution?

A. AXL

B. SIP

C. H.323

D. JTAPI

E. SOAP

Under which circumstances can the visible and private networks be converged in the Cisco Unified Contact Center Enterprise system?

A. when QoS is enabled on both networks

B. in cases in which there is gigabit bandwidth between sites

C. under no circumstances

D. when the Cisco Catalyst switch has dual power supplies

In Cisco Unified Contact Center Enterprise 7.0.x and 7.1.x, which domain-level group is used to control access to Script Editor?

A. Setup group

B. Services group

C. Configuration group

D. Internet Script Editor group

When is a call type assigned to a call in the Cisco Unified Contact Center Enterprise system?

A. when the call is routed to an agent

B. when the call is first post-routed from Cisco Unified Communications Manager

C. when the call terminates and data is written to the Cisco TCD table

D. when a call-routing script hits the first Queue to Skill Group node

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 Personal, Line 2: 4000 Partition ACDDN

B. Line 1: 4000 Partition ACDDN, Line 2: 5000 Partition Personal

C. Line 1: 4000 Partition ACDDN, Line 2: 4000 Partition Personal

D. Line 1: 5000 Partition ACDDN, Line 2: 5000 Partition Personal

When a call is processed using the Ring No Answer dialed number in Cisco Unified Contact Center Enterprise, what does the caller experience?

A. The caller hears ringing at the agent; this ringing continues until the caller drops the call.

B. The caller hears queue music and is sent to the default queue for that call type.

C. The caller hears ringing at the agent and then follows the new script for Ring No Answer.

D. The caller is automatically transferred to the next agent without any indication.

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 a Cisco Extension Mobility profile to log in remotely.

B. Each mobile agent must have its own unique JTAPI user in Cisco Unified Communications Manager.

C. 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.

D. Each mobile agent can use one set of CTI ports from a pool of remote CTI ports and local CTI ports.

As part of the Cisco Unified Contact Center Enterprise 8.0 solution, how is the Cisco Unified Intelligence Center 8.0(x) deployed?

A. co-loaded on an administrative server just like WebView was in prior versions

B. on a dedicated appliance server running the Cisco Voice Operating System

C. on a dedicated appliance server running Microsoft Windows 2003 Server

D. on a Cisco Unified Computing System B-Series VMware image with one virtual CPU and 8 GB of RAM

Which table name is not used as part of the Cisco Unified Contact Center Enterprise 8.0(x) 15-minute reporting model?

A. Agent_Interval

B. Agent_Skill_Group_Interval

C. Call_Type_SG_Interval

D. Dialer_Interval

E. Router_Interval

When considering which type of CTI Desktop to deploy with the Cisco Unified Contact Center Enterprise solution, what is the difference between Cisco Agent Desktop and CTI Object Server (CTI OS) Desktop?

A. Cisco Agent Desktop lets you silence monitor agents from the supervisor desktop.

B. Cisco Agent Desktop lets you record calls locally from the desktop without a third-party recording solution.

C. Cisco Agent Desktop lets you view agent and team statistics from the desktop.

D. Cisco Agent Desktop lets you transfer calls by using a dial pad.

In the Cisco Unified Contact Center Enterprise solution, what is considered "Agent Handle Time"?

A. the time that the agent spent talking to the caller, including any hold time during the call

B. the time that the agent spent talking plus any wrap-up time that is associated with the call, including any hold time during the call

C. the time that the agent spent talking to the caller plus the queue time for the call and any wrap-up time

D. the time that the agent spent talking to the caller plus any network time that was used during ringing, call transfers, and holds during the call

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 Manager Capacity Tool includes sizing factors for the Cisco Unified Contact Center Enterprise such as outbound dialer ports and mobile agents.

C. The Cisco Unified Communications Sizing Tool provides hardware recommendations for both Cisco Unified Communications Manager and Cisco Unified Contact Center Enterprise.

D. The Cisco Unified Communications Manager Capacity Tool allows for growth factors to size the system.

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. Cisco Unified Contact Center Enterprise Cisco Agent Desktop with optional keystroke macro integration

B. Cisco Unified Contact Center Enterprise CTI Object Server with the Siebel CRM Connector

C. Cisco Unified Contact Center Enterprise Cisco Agent Desktop Browser Edition with Siebel using the embedded browser option

D. either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or CTI Object Server

E. either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or Cisco Agent Desktop Browser Edition

In the Cisco Unified Contact Center Enterprise clustering over the WAN deployment model, which two statements are true? (Choose two.)

A. Each subscriber in the Cisco Unified Communications Manager cluster must have its own Peripheral Gateway configured locally to avoid JTAPI communication across the WAN.

B. The visible network that supports the communication between Cisco Unified Communications Manager subscriber nodes must be highly available and designed with no single point of failure.

C. Agents at remote locations must be registered to only one data center for their Cisco Unified IP phone connections if they are using the Cisco Agent Desktop.

D. Cisco Unified Contact Center Enterprise IVR Peripheral Gateway cannot be split between the data center locations to maintain a local JTAPI connection for call control.

E. Cisco Unified Communications Manager Peripheral Gateways that are split between the two data centers can share the same private network connection as the central controller (router and logger) components.