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Cisco 642-241 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Call Routing and Dial Plan Design | 20% | - Routing logic design
|
| Topic 2: Reporting and Monitoring | 10% | - System monitoring
|
| Topic 3: Scripting and Call Flow Design | 20% | - Cisco ICM scripting fundamentals
|
| Topic 4: Design Best Practices and Capacity Planning | 15% | - Best practice design principles
|
| Topic 5: Cisco Unified Contact Center Enterprise (UCCE) Architecture | 20% | - Core components and system architecture
|
| Topic 6: Peripheral Gateway and System Integration | 15% | - PG configuration and role
|
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 answered within 30 seconds by an agent.
- C. Ninety percent of all calls will be handled by agents within 30 seconds.
- D. Ninety percent of all calls will queue for 30 seconds.
Correct Answer: B 🗳️
In a Cisco Unified Contact Center Enterprise that is deployed in a multisite centralized model, which resource can be used for transcoding?
- A. Cisco Unified IP IVR CTI ports
- B. Cisco Unified IP phone built-in-bridge
- C. Cisco Unified Communications Manager software conference bridge resources
- D. Cisco Unified Communications Manager CTI route points
Correct Answer: B 🗳️
In the Cisco Unified Contact Center Enterprise 8.0(x) Multi-Line ACD feature, how many total lines can the CTI Desktop monitor on the Cisco Unified IP phone?
- A. four: one ACD and three personal lines
- B. threE. two ACD and one personal lines
- C. fivE. one ACD and four personal lines
- D. two: one ACD and one personal lines
- E. four: two ACD and two personal lines
- F. fivE. two ACD and three personal lines
- G. threE. one ACD and two personal lines
Correct Answer: A 🗳️
Which of the following is a true statement regarding the design and operation of a highly available Cisco Unified Contact Center Enterprise solution?
- A. 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.
- B. Call processing must never occur on a Cisco Unified Communications Manager publisher, even in failover conditions.
- C. 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.
- 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.
Correct Answer: D 🗳️
DRAG DROP
Correct Answer:
Explanation:
IP Voice Traffic (RTP) - 46 ICM Peripheral Gateway Low Priority Traffic - 24 ICM Peripheral Gateway High Priority Traffic - 26 Agent desktop CTI - Traffic - 10
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