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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Security and Integration | - CRM and third-party system integration concepts - Security design for contact center environments - Integration with Cisco Unified Communications Manager |
| Cisco Unified CVP (Customer Voice Portal) | - Self-service call flows and IVR design - SIP and voice gateway integration - CVP deployment models (standalone, comprehensive) |
| Dial Plan and Call Routing Design | - Dial plan considerations for enterprise contact centers - Routing logic and call treatment design - Routing scripts and VXML/CVP integration concepts |
| UCCE Architecture and Components | - Core components (ICM, CVP, PG, Finesse, CUCM integration) - Call routing architecture and call flow design - Cisco Unified Contact Center Enterprise architecture overview |
| System Sizing and Capacity Planning | - Scalability considerations for distributed deployments - High availability and redundancy design - Agent, call volume, and concurrency planning |
| Reporting and Monitoring | - Cisco Unified Intelligence Center (CUIC) reporting design - Historical and real-time reporting concepts - System monitoring and troubleshooting considerations |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
1. When sizing the Cisco Unified Communications Manager cluster in a Cisco Unified Contact Center Enterprise solution with the Cisco Unified IP IVR, which factor must be taken into account?
A) the total number of CTI route points, CTI ports, and BHCAs associated with the Cisco Unified IP IVR
B) the maximum number of concurrent agents in the Cisco Unified Contact Center Enterprise system
C) the number of Run VRU script nodes executed by the Cisco Unified Contact Center Enterprise routing script once the call is terminated in the Cisco Unified IP IVR
D) the number of dialed numbers configured in the Cisco Unified Contact Center Enterprise Call Router
E) the maximum number of concurrent calls in progress in the Cisco Unified IP IVR, serviced by CTI ports
2. Which two statements are correct about Cisco Unified Communications Manager CAC? (Choose two.)
A) Locations define the maximum bandwidth allowed per all calls to and from locations.
B) Locations define the maximum bandwidth allowed per call.
C) Regions define the maximum bandwidth allowed per call.
D) Regions define the maximum bandwidth allowed per all calls to and from locations.
3. Where in the Cisco Unified ICM Logger database are call queuing statistics captured and reported when calls are queued in Cisco Unified Contact Center Enterprise with Cisco Unified IP IVR?
A) Skill Group tables
B) Route Call Detail table
C) Call Termination Detail table
D) Call Type tables
4. Which of the following is a true statement regarding the design and operation of a highly available Cisco Unified Contact Center Enterprise solution?
A) Call processing must never occur on a Cisco Unified Communications Manager publisher, even in failover conditions.
B) If a Cisco Unified Contact Center Enterprise child system loses a WAN connection with the parent Cisco Unified ICM, it is not possible under any circumstances to queue newly arrived calls at that child.
C) SRST is a Cisco Voice Gateway feature that allows agent phones and their associated CTI Desktop to home to the local SRST gateway in the event that the gateway loses connection with the Cisco Unified Communications Manager that is controlling it.
D) When a Cisco Unified Contact Center Enterprise VRU PG fails, all calls in queue on that Cisco Unified IP IVR are dropped unless there is a default script loaded on the Cisco Unified IP IVR.
5. Which two functions are performed by the Cisco Unified Contact Center Enterprise CTI options for agents? (Choose two.)
A) controls call and agent state
B) accepts Instant Messaging requests from third-party chat clients routed to the agent
C) places outbound calls for agents in the Outbound Option Progressive mode
D) presents caller data to agent in pre-call whisper with the Cisco IP phone
E) presents information provided by the caller from the voice response system
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A,C | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: A,E |
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