642-243 Online Practice Questions and Answers

Drag and drop the Cisco Unified Communications Manager tool on the left to its function on the right.

Select and Place:

Select and Place:

Drag and drop the Cisco Unified ICM Utility Tool on the left to its function on the right.

Select and Place:

Select and Place:

In a Cisco Unified Contact Center Enterprise system, external callers being queued on the Cisco Unified IP IVR are reporting voice quality issues with the Cisco Unified IP IVR prompts as being "choppy." Which two actions would be helpful in finding the problem? (Choose two.)

A. Check that the codec configuration matches between the voice gateway configuration on the Cisco Unified Communications Manager, and the codec configured on the Cisco Unified IP IVR/CRS server.

B. Trace the voice path of a problem call through the network, collecting and analyzing traffic from the voice gateway and Cisco Unified IP IVR/CRS server.

C. Enable Performance Monitor counters on the Cisco Unified IP IVR/CRS server to monitor CPU and memory usage.

D. Collect JTAPI logs from the Cisco Unified IP IVR to investigate any errors with the call control messages.

E. Verify the MTP resources that are available in Cisco Unified Communications Manager for this call flow.

Refer to the exhibit. In the Cisco Unified Contact Center Enterprise solution, the Cisco Unified ICM Script Editor provides a "Monitor Mode" that is useful in understanding how calls are being handled in real time. Given the screen capture, which two states describe the calls handled by this Call Routing Script? (Choose two.)

A. Thirty calls are currently in queue for the "Gold" Skill Group.

B. Three calls failed the Queue to Skill Group Node because no "Gold" agents were logged in.

C. Agents in the "Gold" Skill Group were immediately available for 20 calls.

D. Four calls remained in queue on the Cisco Unified IP IVR waiting for available agents and heard the prompts played by the "qmsg" script.

E. "CCM1_1" is the Media Routing Domain of the "Gold" Skill Group.

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, the Cisco Unified ICM Routing Script and related Cisco Unified IP IVR Application shown in the exhibit are causing calls to drop while in queue at the Cisco Unified IP IVR. What is the best option to correct this problem?

A. Add another "Run External Script" Node and connect the Success Path from Node 5 (five) to this new Node to allow calls to queue for an additional 180 seconds.

B. Increase the maximum steps for a Cisco Unified IP IVR Script in the IP-IVR/CRS Server AppAdmin > System Parameters.

C. Replace Node 6 (six) with a "Release Call" node which will transfer control of the queued call to the Cisco Unified IP IVR.

D. Use a Line Segment to connect the Success Path from Node 5 (five) to the "Queue to Skill Group" Node 4 (four).

E. Add additional Prompts in the Cisco Unified IP IVR BasicQ.aef script to play music, which will allow the script to play music for longer than 180 seconds.

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, the Cisco Unified ICM Call Routing Script shows one call failed in the Translation Route to VRU node. How will the system treat this call?

A. If a Default Route is configured on the Peripheral, the call is redirected to the number configured under "Forward On Failure" on the CTI Route Point used for the Dialed Number in Cisco Unified Communications Manager.

B. The caller would hear the default error prompt from the Cisco Unified IP IVR.

C. The script would return the label 8000, so the call is redirected to the extension 8000 in Cisco Unified Communications Manager.

D. If a Default Route is configured on the Peripheral, the call is rerouted to the Default Route.

In a Cisco Unified Contact Center Enterprise deployment, callers are reporting that when they call in, their calls are being intermittently dropped without hearing a welcome or queue message.

Which two problems could potentially cause calls not to reach the Cisco Unified IP IVR? (Choose two.)

A. The Cisco Unified IP IVR Media Group does not have any remaining channels.

B. The number of ports in the Cisco Unified IP IVR Call Control Group does not match the number of ports in the Cisco Unified IP IVR Media Control Group.

C. There are more Cisco Media Channels configured in the Cisco Unified IP IVR than Cisco Unified Communications Manager CTI Ports assigned in the Cisco Unified IP IVR.

D. The Cisco Unified Communications Manager Calling Search Space of the Gateway of the call does not have access to the partition in which the Cisco Unified IP IVR CTI Ports are found.

E. The CTI Ports have not been assigned to a Call Control Group via AppAdmin in Cisco Unified IP IVR.

F. The Cisco Unified IP IVR CTI Ports do not have a Calling Search Space assigned in Cisco Unified Communications Manager.

When troubleshooting calls that are dropping in the Cisco IP IVR in the Cisco Unified Contact Center Enterprise solution, which log file settings would be useful? Select the three best options for tracing from the AppAdmin > System > Tracing menu. (Choose three.)

A. Trace Configuration > CRS Engine > SUBSYSTEMS turn on these MIVR trace Debug levels SS_TEL and SS_ICM

B. Trace Configuration > CRS Engine > SUBSYSTEMS turn on these MIVR trace Debug levels SS_TEL and SS_JTAPI and SS_ICM

C. Trace Configuration > CRS Engine > SUBSYSTEMS Under MISCELLANEOUS, turn on this MIVR trace Debug level for ENG

D. Trace Configuration > CRS Engine > SUBSYSTEMS Under LIBRARIES, turn on this MIVR trace Debug level for LIB_ICM

E. Trace Configuration > CRS Engine > SUBSYSTEMS Under LIBRARIES, turn on this MIVR trace Debug level for LIB_JTAPI

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, calls are failing during the Translation Route to the Cisco Unified IP IVR. Review the MIVR log file and select the most possible reason for this failure.

A. There are not enough Sessions configured on the JTAPI Trigger configuration of the Cisco Unified IP IVR.

B. There are not enough Channels configured in the Cisco Media Group of the Cisco Unified IP IVR.

C. There are not enough CTI Ports configured in the CTI Port Group of the Cisco Unified IP IVR.

D. The CTI Port's Partition is not in the Calling Search Space of the JTAPI Trigger in the Cisco Unified IP IVR.

Refer to the exhibit. After reviewing the CTIOS log shown in the exhibit, identify the "final" agent state for these agent IDs.

10771 99960

A. Agent 10771 is TalkingAgent 99960 is BusyAgent 99920 is Talking

B. Agent 10771 is AvailableAgent 99960 is TalkingAgent 99920 is Reserved

C. Agent 10771 is ReservedAgent 99960 is AvailableAgent 99920 is Talking

D. Agent 10771 is BusyAgent 99960 is ReservedAgent 99920 is Talking

E. Agent 10771 is ReservedAgent 99960 is ReservedAgent 99920 is Busy

Refer to the exhibit. Given the highlighted error message in the Cisco Unified ICM Call Router Log Viewer, what is the most appropriate configuration change to make to avoid the error?

A. Create a Device Target and Label for the Dialed Number (CTI Route Point).

B. Configure a default Label for the Dialed Number or update Cisco Unified ICM Routing Scripts to avoid "End" Nodes without Labels.

C. Use a Divert Node in the Cisco Unified ICM Routing Script for that Dialed Number.

D. Associate the Cisco Unified Communications Manager CTI Route Point for the Dialed Number to the JTAPI User.

In a Cisco Unified Contact Center Enterprise deployment, calls are unable to reach the Cisco Unified IP IVR for prompting or queuing. Which three tools and logs would be most useful in troubleshooting this problem? (Choose three.)

A. Cisco Unified Communications Manager PG PIM Log

B. VRU PG PIM Log

C. Cisco Unified IP IVR MIVR Log with SS_TEL and LIB_ICM tracing turned up

D. CTI OS Log with Agent State Trace turned up

E. Cisco Unified Communications Manager PG OPC Log

F. Cisco Unified ICM Router Log Viewer

In the Cisco Unified Contact Center Enterprise solution, which command should be entered at the command prompt to invoke the Cisco Unified ICM Support Tools command-line version of the "Log Collection Utility" in interactive mode?

A. lct

B. lcutil

C. lcutility

D. lctool

E. supporttoolslogcollection

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, Agent 180020 using the Cisco Unified Communications Manager IP Phone with Extension 7220 is unable to log in to the system.

Given the configuration in the exhibit, what changes need to be made to allow this agent to log in?

A. Add the agent's device (IP Phone) to the Controlled Devices for PGuser JTAPI/CTI Application User using Cisco Unified Communications Manager Administration.

B. Add Agent 180020 to the "Sales" skill group to allow the system to route calls to the agent.

C. Add the agent's device (IP Phone) to the Controlled Devices for IPIVRuser JTAPI/CTI Application User using Cisco Unified Communications Manager Administration.

D. Add the Role "Standard Presence User" to the PGuser configuration using Cisco Unified Communications Manager Administration.

Choose the correct sequence of agent state events from Agent Login to Agent Logout in the Cisco Unified Contact Center Enterprise solution.

A. login, not ready, ready, available, reserved, talking, hold, wrap up, logout

B. login, ready, available, reserved, talking, hold, wrap up, not ready, logout

C. login, not ready, ready, available, reserved, hold, wrap up, not ready, logout

D. login, not ready, ready, available, reserved, talking, hold, wrap up, not ready, logout