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Cisco 642-241 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Cisco Unified Contact Center Enterprise (UCCE) Architecture | 20% | - Core components and system architecture
|
| Reporting and Monitoring | 10% | - Historical and real-time reporting
|
| Design Best Practices and Capacity Planning | 15% | - Scalability and sizing
|
| Scripting and Call Flow Design | 20% | - Advanced call flow design
|
| Peripheral Gateway and System Integration | 15% | - CRM and third-party integration
|
| Call Routing and Dial Plan Design | 20% | - Integration with PSTN and enterprise telephony
|
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
Erlang-C calculations require multiple inputs, including a target service level. What does the service level goal of 90/30 imply?
- A. Ninety percent of all calls will go directly to agents without queuing.
- B. Ninety percent of all calls will be handled by agents within 30 seconds.
- C. Ninety percent of all calls will queue for 30 seconds.
- D. Ninety percent of all calls will be answered within 30 seconds by an agent.
Correct Answer: D π³οΈ
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 Manager Capacity Tool allows for growth factors to size the system.
- D. The Cisco Unified Communications Sizing Tool provides hardware recommendations for both Cisco Unified Communications Manager and Cisco Unified Contact Center Enterprise.
Correct Answer: D π³οΈ
When using the Cisco Unified Contact Center Enterprise Outbound Option 8.0 SIP Dialer without the G.722 codec, where is transcoding required in the solution?
- A. When transferring the contact to a G.729 Cisco Unified IP IVR across the WAN, transcoding is required in the outbound voice gateway.
- B. When performing the initial Call Progress Analysis of the outbound contact in the voice gateway, the call must be transcoded to G.711 locally.
- C. No transcoding is required, because the call leg from the outbound gateway will automatically be set up to the correct codec for the target device.
- D. When transferring the live contact to a G.729 agent across the WAN, transcoding is required in the outbound voice gateway.
Correct Answer: C π³οΈ
How are Cisco Unified Mobile Agents silent monitored by their supervisors at remote locations?
- A. Cisco CTI OS or Cisco Agent Desktop SPAN Port Monitoring
- B. Cisco Remote Silent Monitoring (RSM) Service Monitoring
- C. Desktop Monitoring from the Cisco CTI OS or Cisco Agent Desktop CTI Desktop
- D. Cisco Unified Communications Manager Silent Monitoring
Correct Answer: A π³οΈ
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 ringing at the agent and then follows the new script for Ring No Answer.
- C. The caller is automatically transferred to the next agent without any indication.
- D. The caller hears queue music and is sent to the default queue for that call type.
Correct Answer: B π³οΈ
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