642-242 Online Practice Questions and Answers

In the common ground upgrade method of the Cisco Unified Contact Center Enterprise, the Cisco Unified Communications Manager was upgraded to 8.0(1) first. The Peripheral Gateway CTI route points are not registering with the Cisco Unified Communications Manager after the upgrade.

What can be done to fix this issue?

A. Rerun ICM Setup to reload the JTAPI Gateway process on the Peripheral Gateway.

B. Reboot the Peripheral Gateway to force an update of the CTI route point JTAPI associations.

C. Remove the CTI route points from the JTAPI user association for the PG user and reinsert them in the Cisco Unified Communications Manager.

D. Redownload the JTAPI plug-in for the Peripheral Gateway from the Cisco Unified Communications Manager.

In the Cisco Unified Contact Center Enterprise with IP IVR, ring-no-answer dialed number processing is set in the Agent Desk Settings tool of ConfigManager. Given this setup, what aretwo impacts of using this setting this way if the CMPG_RC.INBOUND_8001 dialed number is the same number the calls arrived on originally? (Choose two.)

A. The caller will hear hold music while the call is transferred back to the Cisco Unified Communications Manager.

B. The ring-no-answer calls will be put at the bottom of the queue and have to wait again for an agent to become available.

C. The caller will be re-directed to a different routing script.

D. The ring-no-answer calls will be "double counted" in the inbound 8001 call type.

E. The caller will be disconnected as a call cannot be hair-pinned back on itself with Cisco Unified IP IVR.

Which two options must be installed and configured for the Cisco ICM Central Controller to be active? (Choose two.)

A. ICM Logger / Database server

B. WebView server

C. Application Gateway

D. Historical Database Server

E. ICM Call Router A

F. Peripheral Gateway

The Cisco ICM platform provides routing and administrative scripts.

What can administrative scripts be used for?

A. to process route requests on a call-by-call basis

B. to set or check values of global variables on a regular basis

C. to change the call type of a set of scripts on a scheduled basis

D. to change the way service level is calculated across services and call types without having to edit each individually

In a Cisco Unified Contact Center Enterprise deployment with IP IVR used for queuing, how is a call moved from the queue to the agent?

A. The ICM routing script instructs the IP IVR as the routing client to redirect the call to the agent's IP Phone via Cisco Unified Communications Manager.

B. The ICM routing script instructs the Cisco Unified Communications Manager to transfer the call out of the IP IVR to the agent's IP Phone.

C. The ICM routing script instructs the Voice Gateway to switch the call out of the IP IVR to the agent's IP Phone.

D. The ICM routing script instructs the IP IVR to set up a new call leg to the agent's IP Phone.

Which are three methods to ensure that Cisco Unified Contact Center Enterprise route requests that experience unexpected scripting conditions are counted as default-routed rather than errors in call type reports? (Choose three.)

A. Test your scripts to ensure that all routing logic is correct.

B. Configure default labels for each dialed number using the Configuration Manager.

C. Include a Termination node with Termination type of default label for all scripts in which there is some unexpected input.

D. In all routing scripts, account for failure by creating a path for calls that encounter unexpected conditions.

E. Configure default labels for each skill group using the Configuration Manager.

In the Cisco Unified Contact Center Enterprise solution with Cisco Unified IP IVR, the system is configured to handle calls routed to agents that the agent does not answer. Which two are part of the configuration? (Choose two.)

A. Configure a ring-no-answer time in agent desk settings.

B. Create a Reroute on No Answer CTI route point in Cisco Unified Communications Manager.

C. Configure a ring-no-answer dialed number in agent desk settings.

D. Enable Target Requery in the Queue node of the ICM routing script.

E. Configure a default script/application in the IP IVR to process the call automatically if the agent doesn't answer.

In the Cisco Unified Contact Center Enterprise solution, calls can be routed directly to agents.

In this script and agent-to-agent node, how is the agent selected?

A. The requested agent's name is stored in the Caller Entered Digits field for the call, and the system will select the agent by name.

B. The requested agent's login ID (number) is stored in the Caller Entered Digits field for the call, and the system will select the agent by number.

C. The requested agent must be logged in for the system to select that agent from Skill Group 1.

D. The script is not valid, because the call is not at an agent, so the agent-to-agent node cannot be used.