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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Cisco Unified CVP (Customer Voice Portal) | - CVP deployment models (standalone, comprehensive) - Self-service call flows and IVR design - SIP and voice gateway integration |
| 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 |
| Reporting and Monitoring | - System monitoring and troubleshooting considerations - Historical and real-time reporting concepts - Cisco Unified Intelligence Center (CUIC) reporting design |
| System Sizing and Capacity Planning | - Agent, call volume, and concurrency planning - Scalability considerations for distributed deployments - High availability and redundancy design |
| UCCE Architecture and Components | - Call routing architecture and call flow design - Cisco Unified Contact Center Enterprise architecture overview - Core components (ICM, CVP, PG, Finesse, CUCM integration) |
| Security and Integration | - CRM and third-party system integration concepts - Integration with Cisco Unified Communications Manager - Security design for contact center environments |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
In a Cisco Unified Contact Center Enterprise deployment with geographically redundant central controllers, a new site is added with two new Admin Workstations as the only AWs at the site. What is the recommended configuration (AW type) for these two machines?
- A. 1 - Primary Client AW, 1 - Secondary Client AW
- B. 1 - Secondary Distributor AW, 1 - Client AW
- C. 2 - Client AWs
- D. 2 - Secondary Distributor AWs
- E. 1 - Primary Distributor AW, 1 - Secondary Distributor AW
- F. 1 - Primary Distributor AW, 1 - Client AW
Which failure scenario in the Cisco Unified Contact Center Enterprise solution would stop all processing and routing of contact center calls?
- A. ICM Call Router Side B fails at the same time that ICM Logger Side A fails.
- B. ICM Call Router Side A fails at the same time that ICM Logger Side B fails.
- C. ICM Logger Side A fails at the same time that ICM Logger Side B fails.
- D. ICM Call Router Side A fails at the same time that ICM Call Router Side B fails.
- E. ICM Call Router Side B fails at the same time that ICM Logger Side B fails.
- F. ICM Call Router Side A fails at the same time that ICM Logger Side A fails.
Which function is not provided by the Cisco Gatekeeper software in a Cisco Unified Contact Center Enterprise deployment?
- A. to provide CAC in a Cisco Unified Contact Center Enterprise multisite distributed call-processing deployment
- B. to provide a GKTMP interface to a Cisco Unified ICM solution
- C. to control bandwidth utilization in a Cisco Unified Contact Center Enterprise multisite centralized call-processing deployment
- D. to register H.323 endpoints and associate them with specific dialed numbers
When Cisco Unified Contact Center Enterprise is deployed with Cisco Unified IP IVR as the queue point, where does Ring No Answer treatment get defined?
- A. In the Cisco Unified Communications Manager Call Forward No Answer setting
- B. In the Cisco Unified IP IVR application editor script
- C. In the Cisco Unified Contact Center Enterprise Agent desk settings in ConfigManager
- D. In the re-query node in the Cisco Unified Contact Center Enterprise routing script
What is the impact of routing a call to a non-agent phone in the Cisco Unified Contact Center Enterprise solution?
- A. The call cannot be transferred or conferenced back to an agent.
- B. Cisco Unified Contact Center Enterprise no longer tracks the call for reporting.
- C. Cisco Unified Contact Center Enterprise does not record the transfer number dialed.
- D. Cisco Unified Contact Center Enterprise reports the call as abandoned in the skill group.
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