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Cisco 642-241 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Peripheral Gateway and System Integration | 15% | - CRM and third-party integration
|
| Cisco Unified Contact Center Enterprise (UCCE) Architecture | 20% | - Core components and system architecture
|
| Call Routing and Dial Plan Design | 20% | - Routing logic design
|
| Scripting and Call Flow Design | 20% | - Cisco ICM scripting fundamentals
|
| Design Best Practices and Capacity Planning | 15% | - Best practice design principles
|
| Reporting and Monitoring | 10% | - Historical and real-time reporting
|
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
1. Which Cisco Unified ICM Administrative Server type does not require Microsoft SQL Server to be installed on the physical server?
A) Administrative Server with Real Time Data
B) Historical Data Server with Detail Data Server
C) Administrative Server with Historical Data Server
D) Configuration Only Administrative Server
E) Administration Client
2. In the Cisco Unified Contact Center Enterprise 8.0(x) solution, both WebView and Cisco Unified Intelligence Center are provided as reporting tools. Which statement is true?
A) WebView 8.0(x) does not include report templates for 15-minute-interval reports.
B) WebView 8.0(x) reports can be automatically converted to Cisco Unified Intelligence Center 8.0(x) templates.
C) Cisco Unified Intelligence Center 8.0(x) includes an Event Viewer tool to display system error and warnings.
D) Cisco Unified Intelligence Center 8.0(x) includes stock report templates for Cisco Unified Contact Center Express.
3. Cisco provides a set of sizing tables in the Cisco Unified Contact Center Enterprise 8.0(x) Design Guide (SRND). These tables show the private network bandwidth that is required for the clustering over the WAN deployment model. Using these tables, how much bandwidth is required to support the following configuration:
BHCA coming into the contact center is 10,000.
One hundred percent of calls are treated by the Cisco Unified IP IVR, and 40 percent are queued.
All calls are sent to agents unless they are abandoned; 10 percent of calls to agents are transfers or conferences.
Four Cisco Unified IP IVRs are used to treat and queue the calls, with one Peripheral Gateway pair supporting them.
There is one Cisco Unified Communications Manager Peripheral Gateway pair for a total of 900 agents.
Calls have ten 40-byte call variables and ten 40-byte ECC variables.
A) Recommended Link: 5,100,000 with a Recommended Queue of 3,996,000
B) Recommended Link: 1,275,000 with a Recommended Queue of 999,000
C) Recommended Link: 330,000 with a Recommended Queue of 264,000
D) Recommended Link: 2,550,000 with a Recommended Queue of 1,998,000
4. The process of sending pre-call data about a call to a targeted site in the Cisco Unified Contact Center Enterprise solution is known as which of these terms?
A) service control routing
B) event-based routing
C) translation routing
D) post-routing
E) pre-routing
5. In the Cisco Unified Contact Center Enterprise solution, what is the impact to the system if call queue times increase?
A) Additional Cisco Unified Communications Manager MTP resources are required to terminate media longer for callers in queue.
B) Additional Cisco Unified Contact Center Enterprise Call Routers and Loggers are required.
C) No additional ports are required because the system will automatically put callers on hold in Cisco Unified Communications Manager waiting for a queue port to become available.
D) Additional queue ports may be required to ensure that callers are able to be queued and hear appropriate treatment.
Solutions:
| Question # 1 Answer: E | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: D |
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